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Systems Thinking: Positive Feedback Loops

17 Wednesday Dec 2025

Posted by petersironwood in America, creativity, psychology, Uncategorized

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AI, Artificial Intelligence, books, chatgpt, Design, Feedback, government, innovation, leadership, learning, machine learning, management, politics, POTUS, problem solving, science, sense-making, society, systems thinking, thinking, vicious circle

Systems Thinking: Positive Feedback Loops

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One of the most important tools of thought that anyone can learn: “Systems Thinking.” I touched on this in yesterday’s post “And Then What.” I pointed out that when you take an action that impacts a system such as a human being, a family, or a country, it often does not react in a mechanical way. 

Here are some examples. For many years, the United States and the USSR were involved in a cold war arms race. Every time the USSR added more nuclear missiles to their arsenal, the people in America felt less safe. Since they felt less safe, they increased their armaments. When the USA increased nuclear weapons, this made the Soviet Union feel less safe so they increased their arms again and so on. This is what is known in Systems Thinking as a “Positive Feedback Loop.” It is also popularly known as a “Vicious Circle” or “Vicious Cycle.” 

Let’s say that you are in pretty good shape physically and regularly run, play tennis, or work out. The more you exercise (up to a point), the better you feel. Feeling better makes you feel more like exercise and more exercise makes you feel better. People call this a “Virtuous Cycle” or “Virtuous Circle” because we think the outcome is good. But formally, it is the same kind of cycle. 

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The most important thing to recognize about a Positive Feedback Loop is that it can be run in either direction. At some point, the US reduced their nuclear arsenal and this decreased the perceived threat to folks in the Soviet Union so the soviets felt that they could also reduce their nuclear arsenal which in turn, made people in the US feel safer and led to further reductions and so on. 

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Similarly, if you stop exercising for a month, you will tend to feel pretty crappy. Feeling crappy makes you feel less like exercising and this in turn makes you exercise less which in turn makes you even more out of shape, feel worse and be even less likely to exercise. You can break such a “vicious circle” by starting to exercise – even it it’s just a little to start moving the circle in the “virtuous” direction. (Incidentally, that’s why I wrote “Fit in Bits” which describes many easy exercises to get you started). 

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“Vicious circles” also often cause disagreements to escalate into arguments and arguments into fights. Each person feels “obligated” not to “give in” and the nastier their opponent becomes, the nastier they become. 

“Fawlty Towers” (https://en.wikipedia.org/wiki/Fawlty_Towers), a British sit-com uses “Positive Feedback Loops” in the escalating action of the comedy plots. John Cleese plays the co-owner Basil (with his wife, Sybil) of a small hotel. Typically, John Cleese makes some rather trivial but somewhat embarrassing mistake which he wants to hide from his wife. In the course of trying to cover up this rather small mistake, he has to lie, avoid, or obfuscate. This causes an even more egregious mistake which makes him even more embarrassed so he must result to still more outlandish lies and trickery in order to cover up the second mistake which in turn causes an even bigger mistake, and so on. 

That pattern of behavior reminds me of the current POTUS who is famously unable to admit to an error or lie and uses a second and bigger error or lie to try to cover up the first lie and so on. He seems, in fact, completely incapable of “systems thinking.” 

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For example, he may see (and exaggerate) a real, but containable threat such as a trade deficit. He sees the US send more money out of the country than the US takes in from trade. That’s a legitimate issue. But the approach he takes is to ZAP the other parties by slapping on tariffs without any real appreciation of the fact that our trading partners are extremely unlikely to react to tariffs on their products by simply doing nothing. One could use logic, empathy, or a look at history to determine that what is much more likely is that the other countries will put tariffs on our goods (which, of course, is precisely what happened). 

Similarly, he demands absolute loyalty. He repeatedly puts himself and his own interests above the law, the Constitution, the good of the country and the good of his party. He expects everyone loyal to him to do the same. But he betrays these loyal appointees, friends, and wives whenever it suits him. He thinks he is being “smart” by doing what seems to be in his best interest at that moment. But what he fails to see is that by being disloyal to so many people who have been mainly loyal to him, he encourages his so-called “allies” to only be loyal to him while it suits their interests.  

In the Pattern “Reality Check,” I point out that such behavior is an occupational hazard for dictators. Apparently, it can even be such a hazard for would-be dictators as well. By surrounding himself with those who always lie, cover for him, laud him, cater to his insane whims, etc., such a dictator (or would-be dictator) loses touch with what is really going on. He becomes more and more disconnected from sensible action yet those who remain loyal must say and do more and more outrageous things to keep the dictator from finding out just how bad things really are. Eventually, the Emperor with no clothes may die of hypothermia because no-one has the courage to tell him that he’s actually wearing no protection against the elements! 

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Positive feedback loops exist in purely natural systems as well as biological and social systems. For example, increased global mean temperatures mean less arctic ice which means more solar radiation will be absorbed by the earth’s dark oceans rather than reflected back into space by the white ice and snow. This, of course, makes the earth hotter still. In addition, the thawing of tracts of arctic tundra also releases more methane gas into the atmosphere which is even more effective at trapping the earth’s heat than is carbon dioxide. Global climate change also makes forest fires more prevalent which directly spews more carbon dioxide into the air and reduces the number of trees that help mitigate the emissions of carbon dioxide by turning it into oxygen through photosynthesis.

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A concept closely related to “Vicious Cycles” is that of “Cognitive Dissonance.” Basically, people like to believe that they are honest and competent. Much like John Cleese (Basil) in Falwty Towers, once they do something dishonest or incompetent, their first reaction is not to believe that they did something dishonest or incompetent. They will now try to distort reality by misperceiving, mis-remembering, or distracting. 

For example, at the height of the Vietnam War, I was horrified at the beatings perpetrated by the police on peaceful protestors at the Democratic National Convention. I was also disturbed at the techniques the Democrats used at their convention to silence the voices of dissension within the convention. Candidate Nixon claimed he had a “secret plan” to end the War in Vietnam. I voted for Nixon. As it became clear that Nixon was a crook, I decided that I had made a mistake voting for the man. But I could have taken another path which would be to “double down” on the original mistake by continuing to support Nixon and dismiss all the growing evidence of his misdeeds. As his malfeasance became more and more egregious, it made the egregiousness of my original mistake of voting for him grow as well. So, it would be possible to become ever more invested in not believing the overwhelming evidence of his treachery. (Now, it turns out, it was even worse than we knew at the time. He actively thwarted the peace efforts of Johnson!). Perhaps because I’ve been trained as a scientist and science values the truth very highly, I did not fall prey to that particular instance of “Cognitive Dissonance.” I readily admitted it was a stupid mistake to vote for Nixon. 

Of course, today, we see many people not just backed into a corner to support the current POTUS but backed into a corner of a corner. Instead of believing that a liar is lying, they protect their “integrity” by insisting that everything and everyone else is lying: the newspapers, the reporters, his opposition, people in other countries, his former business partners, his former customers, the CIA, the FBI, the NSA. Ironically, for some people, it would be easier to admit that voting for a slightly inferior candidate was a mistake than to admit that voting for a hugely inferior candidate was a mistake. Voting for a slightly inferior candidate is easily understood but if they voted for a candidate that bad and bad in so many ways it was a huge error. And now, as each new revelation comes to light, it is more and more and more embarrassing to admit what a huge mistake it was.  

Another common example of a “Vicious Circle” is addiction. A small amount of alcohol, nicotine or heroine makes you feel better. But taking the drug increases your tolerance for it. So, next time, to feel better, you need to take a little more. Taking a little more increases your tolerance still further so now you need to take a still higher dosage in order to feel better. When you do, however, your tolerance increases still more. Whether it is drugs, gambling, addictive sex, or unbridled greed, the mechanism is the same. You need more and more and more over time due to the nature of the “Positive Feedback Loop.” 

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A similar mechanism may be at work in the minds of apologists for the NRA (National Rifle Association). As more and more innocent people are killed partly because of easy access to guns, the mistake of supporting the NRA in their refusal to support mandatory vetting, training, and competency demonstrations for gun owners becomes an ever-more obviously egregious error. But, rather than making this more likely for supporters to admit to such an error and therefore change their position, every new slew of innocent children killed for no reason makes them actually less likely to change their position. According to Cognitive Dissonance, every such death makes their earlier decision worse – unless there is some counter-balancing argument. As the number of innocent deaths arises, and indeed, as more and more evidence of the perfidy of the NRA becomes clear, many who previously supported the NRA become ever more entrenched because they “buy into” the great value of unlimited access to guns ever more. Why? They continue their support because not to do so makes them complicit in more and more horrendous crimes.  

black rifle

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If you can see such patterns in your own behavior and in others, you can better choose the correct course of action for yourself and be more thoughtful in how you communicate with others about their errors. Hint: Trying to make people feel more guilty for their stupid decisions will likely backfire. 

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Love and Guns

D4

Dick-Taters

We won the war! We won the war! 

Guernica

A Civil War there Never Was

The First Ring of Empathy

The Walkabout Diaries: Life Will Find a Way

Travels with Sadie 1: Lampposts

Donnie Gets a Hamster

An Open Sore from Hell

Roar, Ocean, Roar

The Dance of Billions

The Siren Song

Imagine All the People…

You Must Remember This

At Least he’s our Monster

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The Three Blind Mice

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Many Paths

15 Monday Dec 2025

Posted by petersironwood in creativity, psychology, sports

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AI, Business, competition, creativity, Democracy, Design, divergent thinking, family, innovation, learning, life, mental-health, sports, truth, writing

Many Paths

This is one of a series of posts about various tools of thought that are useful in a wide variety of situations. This particular tool is often called “Alternatives Thinking” or “Divergent Thinking.” I chose the name “Many Paths” because when I first posted this about seven years ago, I was in the middle of writing a trilogy called: “The Myths of the Veritas.” The new leader of the Veritas was known as “Many Paths” because she was particularly good at finding many possible alternatives to consider. Now, let’s see what this tool is and how it may prove useful to us.

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The basic idea is simple. When we are confronted with a situation, we often “Jump to Conclusions” or “Spring into Action” before we have all the facts. Even when we have all the facts (which is rare), we also have a tendency to focus on our first interpretation or our first idea about how to handle the situation. This often leads to thinking of one (and only one) course of action. And, very occasionally; for instance, in some emergencies, that is the correct thing to do.

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Even in emergencies however, our first terrified instinct about what to do can be dead wrong. For example, people see a small fire in their homes and immediately throw water on it. But if it’s a grease fire or an electrical fire, this is not a good course of action. Soon after I first began my dozen years as Executive Director of the NYNEX AI Lab, there was a fire in a nearby Stouffer’s Hotel. The charred bodies of a dozen IBM executives were found huddled in a closet. In the smoke and panic and confusion of the fire, they had apparently grabbed at the first door and gone into a dead end closet and they all perished there. 

In daily life, there are a great many situations where a little extra thinking time would improve the outcome. For example, while working at IBM Research in the 1970’s, I drove about 10 minutes each way to work. At one point, I had a loose fan belt and my battery went dead. In a hurry to attend a meeting, I jump-started my car and drove to the IBM parking lot. Already late to a meeting, I went to turn off the car and just before I did so, I realized that I had not driven far enough to recharge the battery. So, I decided I’d better leave the car engine running for awhile. But as I gathered up my things and began dashing off to the meeting, I realized that it was insane to leave my car unlocked with the engine running! After all, someone could simply open the door and drive off! So, still in a hurry, I locked the car — with the engine running and the keys safely locked inside. 

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Oops!

Most of us have done similar things. In some early experiments on design problem solving done at IBM, I found that when I asked people to come up with as many solutions as possible, they would generate ideas fairly quickly until they came up with one that they thought would really solve the problem. At that point, their idea productivity fell precipitously. It is hard for us to force ourselves to think of more than one good solution. 

Why is this important? For one thing, conditions change. Something may happen that makes your first solution no longer apt. For another thing, there may be side-effects of your solution that make it unacceptable. Another common issue is that someone may object to your first solution for reasons you could not foresee. (See also, “Who Speaks for Wolf” as a way to help minimize that chance). In the context of invention and product development it is extremely unlikely that the first solution you come upon (and indeed even the first few solutions you think of) are novel. They are instead extremely likely to be the intellectual property of someone else. The most obvious solutions have likely already been patented and may already be in products or services that many customers are already using. 

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I have long been interested in observing people’s strategies and tactics in sporting events (See “The Winning Weekend Warrior”). One tactic that is overwhelmingly popular in tennis, for instance, is that the harder your opponent hits the ball, the harder you try to hit the ball. For example, someone hits a very hard ball while you’re at the net. You take this as an affront and think “I’ll show you!” Trying to hit the volley even harder means you take the racquet back farther. About half the time, the extra time it takes to bring the racquet back means you’ll mis-hit the ball or miss it entirely. On most of the remaining occasions, you’ll hit the volley too hard and it will go long. If someone hits the ball at you hard, what you need to do is simply block it back and guide it to the right spot. Trying to add extra power is unnecessary and too time-consuming. What is remarkable is not that you and I try to hit a hard ball harder. What is remarkable is that we never seem to try a different tactic!  

There are many issues with focusing all your energy on the first solution you come up with. But the worst consequence is that you are overly invested in that first “solution” (which may not even be a real solution). This is bad in trying to solve problems in every domain I can think of and having others involved amplifies the badness. 

For instance, let’s say that after 3 years without a vacation, you and your spouse finally have time for a nice two-week vacation. You want to visit Cuba for two weeks and your spouse wants to visit Vietnam for two weeks. If you each only comes up with one idea, you will almost always find yourself pitching for your idea, trying to convince the other person that Cuba is better while they will spend their energy trying to shoot down your choice and explain (patiently at first and less so as time goes on) why Vietnam is a much better idea. After many frustrating arguments that go nowhere, you may decide to compromise; e.g., you could visit an empty stretch of open sea in the Pacific Ocean half-way between the locations; or, you may decide to flip a coin. All this frustration and bad feeling might be avoidable. It might be that your second choice and your spouse’s second choice are both San Diego! But you’ll never even discover this because when each of you only thinks of one idea, what should be a collaborative problem solving exercise instead becomes a debate – a contest with precisely one winner and one loser. 

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One reason people may be prone to latch onto the first idea that occurs to them is that this is typically what happens in fiction. A TV detective gets a call that they must come alone and not tell the police but instead meet someone in an abandoned warehouse. For the sake of the drama, it puts our hero into obvious danger. They are outgunned and it looks like certain death for them. Then, due to their superior thinking, martial arts, dumb luck, or having a side-kick who followed them, they miraculously survive! Whew! But in real life, it’s almost always better to wait for back up and think through how various alternatives might work out.

Thinking of many alternatives will save you many headaches – at work, in your love life, in your recreational endeavors. When you force yourself to think of many alternatives, you will also be more open to the ideas of others. Over time, thinking of many alternatives whenever you get a chance will also increase your own creative potential. Who knows? You might even be chosen as the next leader. 

For a leader, it is particularly important to consider many possibilities. Insisting that everyone get on board with the first idea that pops into your head will cause resentment and dissension. It will also make you far less willing to change to a different idea when circumstances necessitate it. 

You may start a business and decide that you must be personally involved in every decision and with every customer contact. At first, when your company is small, this might work out wonderfully well. No-one knows the customer and the product quite so well as you do. But you are not God. You cannot be everywhere and know everything. If you never learn to delegate; never grow the capacity of your people; never take expert advice — you will drive yourself and everyone around you crazy. The very success of your business will guarantee its ultimate failure. Learn to consider many paths. You will be glad you did. 

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The Invisibility Cloak of Habit

Labelism

Wednesday

You Bet Your Life

How the Nightingale Learned to Sing

Guns and Love

You Must Remember This

The Jewels of November

The Impossible

Guernica

We Won the War! We Won the War!

Peace

The Dance of Billions

The First Ring of Empathy

Travels with Sadie

Dog Trainers

The Iroquois Rule of Six

The Walkabout Diaries: Bee Wise

I Say: Hello! You Say: “What City Please?”

09 Tuesday Dec 2025

Posted by petersironwood in AI, creativity, design rationale, HCI, management, psychology, Uncategorized, user experience

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art, communication, conversation, Design, efficiency, HCI, human factors, photography, primacy, problem framing, problem solving, sensemaking, technology, thinking, UX

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In the not so distant past, people would often call directory assistance operators. These operators would find a number for you. For an additional charge, they would dial it for you. In fact, this was a very commonly used system. Phone companies would have large rooms filled with such operators who worked very hard and very politely, communicating with what was often a hostile and irrational public. 

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Customer: “I have to get the number of that bowling alley right near where the A&P used to be before they moved into that new shopping center.”

Operator: “Sir, you haven’t told me what town you’re in. Anyway…”

Customer: “What town?! Why I’m right here in Woburn where I’ve always been!” 

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There were so many operators that the phone companies wanted their processes to be efficient. Operators were trained to be friendly and genial but not chatty. The phone companies searched for better keyboards and better screen layouts to shave a second here or there off the average time it took to handle a call. 

There are some interesting stories in that attempt but that we will save for another article, but here I want to tell you what made the largest single impact on the average time per call. Not a keyboard. Not a display. Not an AI system. 

It was simply changing the greeting. 

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Operators were saying something like: “New England Telephone. How can I help you?” 

After our intervention, operators instead said, “What city please?” It’s shorter and it’s takes less time to say. But the big change was not in how long the operator took to ask the question. The biggest savings was how this change in greeting impacted the customer’s behavior. 

When the operator begins with “How can I help you?” the customer, or at least some fraction of them, are put into a frame of mind of a conversation. They might respond thusly:

“Oh, well, you know my niece is getting married! Yeah! In just a month, and she still hasn’t shopped for a dress! Can you believe it? So, I need the number for that — if it were up to me, I would go traditional, but my niece? She’s — she’s going avant-garde so I need the number of that dress shop on Main Street here in Arlington.” 

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With the “What City Please?” greeting, the customer was apparently put into a more businesslike frame of mind and answers more succinctly. They now understand their role as proving information in a joint problem solving task with the operator. A typical answer would now be:

“Arlington.” 

“In Arlington, what listing?” 

“Dress shop on Main Street.”

The way in which a conversation begins signals what type of conversation it is to be. We know this intuitively. Suppose you walked up to an old friend and they begin with: “Name?” You would be taken aback. On the other hand, suppose you walk up to the line at the DMV and the clerk says, “Hey, have you seen that latest blog post by J. Charles Thomas on problem framing?” You would be equally perplexed! 

Conversation can be thought of partly as a kind of mutual problem solving exercise. And, before that problem solving even begins, one party or the other will tend to “frame” the conversation. That framing can be incredibly important. 

Even the very first words can cause someone to frame what kind of a conversation this is meant to be.

Words matter.

The Primacy Effect and The Destroyer’s Advantage

https://petersironwood.com/2018/02/13/context-setting-entrance/

Essays on America: Wednesday

After the Fall

The Crows and Me

Cancer Always Loses in the End

Come Back to the Light

Imagine All the People…

Roar, Ocean, Roar

The Dance of Billions

How the Nightingale Learned to Sing

Travels with Sadie

The First Ring of Empathy

Donnie Visits Granny!

You Must Remember This

The Walkabout Diaries: Bee Wise

Author Page on Amazon 

It’s not Your Fault; It’s not Your Fault

06 Thursday Nov 2025

Posted by petersironwood in driverless cars, The Singularity, Uncategorized

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AI, Artificial Intelligence, books, chatgpt, cognitive computing, Courtroom, Design, ethics, fiction, future, law, photography, Robotics, SciFi, technology, the singularity, Turing

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“Objection, your honor! Hearsay!” Gerry’s voice held just the practiced and proper combination of righteous outrage and reasoned eloquence.

“Objection noted but over-ruled.” The Sing’s voice rang out with even more practiced tones. It sounded at once warmly human yet immensely powerful.

“But Your Honor…” began Gerry.

“Objection noted and overruled” The Sing repeated with the slightest traces of feigned impatience, annoyance, and the threat of a contempt citation.

Gerry sat, he drew in a deep calming breath and felt comforted by the rich smell of panelled chambers. He began calculating his next move. He shook his head. He admired the precision of balanced precision of Sing’s various emotional projections. Gerry had once prided himself on nuance, but he realized Sing was like an estate bottled cabernet from a great year and Gerry himself was more like wine in a box.

The Sing continued in a voice of humble reasonableness with undertones of boredom. “The witness will answer the question.”

Harvey wriggled uncomfortably trying to think clearly despite his nervousness. “I don’t exactly recall what he said in answer to my question, but surely…” Harvey paused and glanced nervously at Gerry looking for a clue, but Gerry was paging through his notecards. “Surely, there are recordings that would be more accurate than my recollection.”

The DA turned to The Sing avatar and held up a sheaf of paper. “Indeed, Your Honor, the people would like to introduce into evidence a transcript of the notes of the conversation between Harvey Ross and Quillian Silverman recorded on November 22, 2043.”

Gerry approached the bench and glanced quickly through the sheaf. “No objection Your Honor.”

 

 

 

 

 

 

Gerry returned to his seat. He wondered how his father, were he still alive, would handle the current situation. Despite Gerry’s youth, he already longed for the “good old days” when the purpose of a court proceeding was to determine good old-fashioned guilt or innocence. Of course, even in the 20th century, there was a concept of proportional liability. He smiled ruefully yet again at the memory of a liability case of someone who threw himself onto the train tracks in Grand Central Station and had his legs cut off and subsequently and successfully sued the City of New York for a million dollars. On appeal, the court decided the person who threw themselves on the tracks was 60% responsible and the City only had to pay $400,000. Crazy, but at least comprehensible. The current system, while keeping many of the rules and procedures of the old court system was now incomprehensible, at least to the few remaining human attorneys involved. Gerry forced himself to return his thoughts to the present and focused on his client.

The DA turned some pages, highlighted a few lines, and handed the sheaf to Harvey. “Can you please read the underlined passage.”

Harvey looked at the sheet and cleared his throat.

“Harvey: Have you considered possible bad-weather scenarios?”

Qullian: “Yes, of course. Including heavy rains and wind.”

“Harvey: Good. The last thing we need…” Harvey bit his lower lip, biding time. He swallowed heavily. “…is some bleeding heart liberal suing us over a software oversight.”

Quillian: [aughs]. “Right, boss.”

Harvey sighed. “That’s it. That’s all that’s underlined.” He held out the transcript to the DA.

 

 

 

 

 

 

The DA looked mildly offended. “Can you please look through and read the section where you discuss the effects of ice storms?”

Gerry stood. “Your Honor. I object to these theatrics. The Sing can obviously scan through the text faster than my client can. What is the point of wasting the court’s time while he reads through all this?”

The DA shrugged. “I’m sorry Your Honor. I don’t understand the grounds for the objection. Defense counsel does not like my style or…?”

The Sing’s voice boomed out again, “Counselor? What are the grounds for the objection?”

Gerry sighed. “I withdraw the objection, Your Honor.”

Meanwhile, Harvey had finished scanning the transcript. He already knew the answer. “There is no section,” he whispered.

The DA spoke again, “I’m sorry. I didn’t hear that. Can you please speak up.”

Harvey replied, “There is no section. We did not discuss ice storms specifically. But I asked Quillian if he had considered all the various bad weather scenarios.” Havey again offered the sheafed transcript back to the DA.

“I’m sorry. My memory must be faulty.” The DA grinned wryly. “I don’t recall the section where you asked about all the various bad weather scenarios. Could you please go back and read that section again?”

Harvey turned back to the yellow underlining. Harvey: “Have you considered possible bad weather scenarios?” Quillian: “Yes, of course, including heavy rains and wind.”

 

 

 

 

 

 

Gerry wanted to object yet again, but on what grounds exactly? Making my client look like a fool?

The DA continued relentlessly, “So, in fact, you did not ask whether all the various bad weather scenarios had been considered. Right? You asked whether he had considered possible bad weather scenarios and he answered that he had and gave you some examples. He also never answered that he had tested all the various bad weather scenarios. Is that correct?”

Harvey took a deep breath, trying to stay focused and not annoyed. “Obviously, no-one can consider every conceivable weather event. I didn’t expect him to test for meteor showers or tidal waves. By ‘possible bad weather scenarios’ I meant the ones that were reasonably likely.”

The DA sounded concerned and condescending. “Have you heard of global climate change?”

Harvey clenched his jaw. “Of course. Yes.”

The DA smiled amiably. “Good. Excellent. And is it true that one effect of global climate change has been more extreme and unusual weather?”

“Yes.”

“Okay,” the DA continued, “so even though there have never been ice storms before in the continental United States, it is possible, is it not, that ice storms may occur in the future. Is that right?”

Harvey frowned. “Well. No. I mean, it obviously isn’t true that ice storms have never occured before. They have.”

 

 

 

 

 

 

 

The DA feigned surprise. “Oh! I see. So there have been ice storms in the past. Maybe once or twice a century or…I don’t know. How often?”

Gerry stood. Finally, an objectable point. “Your Honor, my client is not an expert witness on weather. What is the point of this line of questioning? We can find the actual answers.”

The DA continued. “I agree with Counselor. I withdraw the question. Mr. Ross, since we all agree that you are not a weather expert, I ask you now, what weather expert or experts did you employ in order to determine what extreme weather scenarios should be included in the test space for the auto-autos? Can you please provide the names so we can question them?”

Harvey stared off into space. “I don’t recall.”

The DA continued, marching on. “You were the project manager in charge of testing. Is that correct?”

“Yes.”

“And you were aware that cars, including auto-autos would be driven under various weather conditions. They are generally meant to be used outdoors. Is that correct?”

Harvey tried to remind himself that the Devil’s Advocate was simply doing his job and that it would not be prudent to leap from the witness stand and places his thumbs on the ersatz windpipe. He took a deep breath, reminding himself that even if he did place his thumbs on what looked like a windpipe, he would only succeed in spraining his own thumbs against the titanium diamond fillament surface. “Of course. Of course, we tested under various weather conditions.”

“By ‘various’ you mean basically the ones you thought of off-hand. Is that right? Or did you consult a weather expert?”

 

 

 

 

 

 

Gerry kept silently repeating the words, “Merde. Merde” to himself, but found no reason yet to object.

“We had to test for all sorts of conditions. Not just weather. Weather is just part of it.” Harvey realized he was sounding defensive, but what the hell did they expect? “No-one can foresee, let alone test, for every possible contingency.”

Harvey realized he was getting precious little comfort, guidance or help from his lawyer. He glanced over at Ada. She smiled. Wow, he still loved her sweet smile after all these years. Whatever happened here, he realized, at least she would still love him. Strengthened in spirit, he continued. “We seem to be focusing in this trial on one specific thing that actually happened. Scenario generation and testing cannot possibly cover every single contingency. Not even for weather. And weather is a small part of the picture. We have to consider possible ways that drivers might try to over-ride the automatic control even when it’s inappropriate. We have to think about how our auto-autos might interact with other possible vehicles as well as pedestrians, pets, wild animals, and also what will happen under conditions of various mechanical failures or EMF events. We have to try to foresee not only normal use but very unusual use as well as people intentionally trying to hack into the systems either physically or electronically. So, no, we do not and cannot cover every eventuality, but we cover the vast majority. And, despite the unfortunate pile-up in the ice storm, the number of lives saved since auto autos and our competitors…”

The DA’s voice became icy. “Your Honor, can you please instruct the witness to limit his blath—er, his verbal output to answering the questions.”

Harvey, continued, “Your Honor, I am attempting to answer the question completely by giving the necessary context of my answer. No, we did not contact a weather expert, a shoe expert, an owl expert, or a deer expert.”

The DA carefully placed his facial muscles into a frozen smile. “Your Honor, I request permission to treat this man as a hostile witness.”

The Sing considered. “No, I’m not ready to do that. But Doctor, please try to keep your answers brief.”

The DA again faked a smile. “Very well, Your Honor. Mr. — excuse me, Doctor Ross, did you cut your testing short in order to save money?”

 

 

 

 

 

 

“No, I wouldn’t put it that way. We take into account schedules as well as various cost benefit anayses in priortizing our scenario generation and tests, just as everyone in the auto —- well, for that matter, just as everyone in every industry does, at least to my awareness.”

On and on the seemingly endless attacks continued. Witnesses, arguments, objections, recesses. To Harvey, it all seemed like a witch hunt. His dreams as well as his waking hours revolved around courtroom scenes. Often, in his dreams, he walked outside during a break, only to find the sidewalks slick with ice. He tried desperately to keep his balance, but in the end, arms flailing, he always smashed down hard. When he tried to get up, his arms and legs splayed out uncontrollably. As he looked up, auto-autos came careening toward him from all sides. Just as he was about to smashed to bits, he always awoke in an icy cold sweat.

Finally, after interminal bad dreams, waking and asleep, the last trial day came. The courtroom was hushed. The Sing spoke, “After careful consideration of the facts of the case, testimony and a review of precendents, I have reached my Assignment Figures.”

Harvey looked at the avatar of The Sing. He wished he could crane his neck around and glance at Ada, but it would be too obvious and perhaps be viewed as disrespectful.

The Sing continued, “I find each of the drivers of the thirteen auto-autos to be responsible for 1.2 percent of the overall damages and court costs. I find that each of the 12 members of the board of directors of Generic Motors as a whole to be each 1.4 per cent responsible for overall damages and court costs.”

Harvey began to relax a little, but that still left a lot of liability. “I find the shareholders of Generic Motors as a whole to be responsible for 24% of the overall damages and court costs. I find the City of Nod to be 14.6% responsible. I find the State of New York to be 2.9% responsible.”

Harvey tried to remind himself that whatever the outcome, he had acted the best he knew how. He tried to remind himself that the Assignment Figures were not really a judgement of guilt or innocence as in old-fashioned trials. It was all about what worked to modfiy behavior and make better decisions. Nonetheless, there were real consequences involved, both financial and in terms of his position and future influence.

The Sing continued, “I find each of the thirty members of the engineering team to be one half percent responsible each, with the exception of Quillian Silverman who will be held 1 % responsible. I find Quillian Silverman’s therapist, Anna Fremde 1.6% responsible. I find Dr. Sirius Jones, the supervisor of Harvey Ross, 2.4% responsible.”

Harvey’s mind raced. Who else could possibly be named? Oh, crap, he thought. I am still on the hook for hundreds of credits here! He nervously rubbed his wet hands together. Quillian’s therapist? That seemed a bit odd. But not totally unprecedented.

“The remainder of the responsibility,” began The Sing.

 

 

 

 

Photo by Reza Nourbakhsh on Pexels.com

 

 

Crap, crap, crap thought Harvey.

“I find belongs to the citizenry of the world as a whole. Individual credit assignment for each of its ten billion inhabitants is however incalculable. Court adjourned.”

Harvey sat with mouth agape. Had he heard right? His share of costs and his decrement in influence was to be zero? Zero? That seemed impossible even if fair. There must be another shoe to drop. But the avatar of The Sing and the Devil’s Advocate had already blinked out. He looked over at Gerry who was smiling his catbird smile. Then, he glanced back at Ada and she winked at him. He arose quickly and found her in his arms. They were silent and grateful for a long moment.

The voice of the Balif rang out. “Please clear the Court for the next case.”

 

 

 

 

 

 

 


Author Page

Welcome, Singularity

As Gold as it Gets

At Least he’s our Monster

Stoned Soup

The Three Blind Mice

Destroying Natural Intelligence

Tools of Thought

A Pattern Language for Collaboration and Cooperation

The First Ring of Empathy

Essays on America: The Game

The Walkabout Diaries: Bee Wise

Travels with Sadie

Fifteen Properties of Good Design

Dance of Billions

https://www.barnesandnoble.com/w/dream-planet-david-thomas/1148566558

Where do you run when the whole world is crumbling under the weight of human folly?

When the lethal Conformers invade 22nd century Pittsburgh, escape becomes the top priority for lovebird scavengers Alex and Eva. But after the cult brainwashes Eva, she and Alex navigate separate paths—paths that will take them into battle, to the Moon, and far beyond. 

Between the Conformers’ mission to save Mother Earth by whittling the human race down to a loyal following, and the monopolistic Space Harvest company hoarding civilization’s wealth, Alex believes humanity has no future. And without Eva, he also has no future.

Until he meets Hannah and learns the secrets that change everything.

Plotting with her, he might have a chance to build a new paradise. But if he doesn’t stop the Conformers and Space Harvest first, paradise will turn into hell.

Turing’s Nightmares, Eleven: “One for the Road.”

16 Thursday Oct 2025

Posted by petersironwood in apocalypse, driverless cars, psychology

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AI, Artificial Intelligence, car, cognitive computing, customer service, Design, fiction, life, self-driving, Singularity, technology, truth, writing

Turing Eleven: “One for the Road.”

“Thank God for Colossus! Kids! In the car. Now!”

“But Dad, is this for real?”

“Yes, Katie. We have to get in the car now! We need to get away from the shore as fast as possible.”

But Roger looked petulant and literally dragged his feet.

“Roger! Now! This is not a joke! The tidal wave will crush us!”

 

 

 

 

 

 

 

Roger didn’t like that image but still seemed embedded in psychological molasses.

“Dad, okay, but I just need to grab…”

“Roger. No time.”

Finally, in the car, both kids in tow, Frank finally felt as though things were, if not under control, at least in control as they could be. He felt weird, freakish, distorted. He felt a weird thrumping on his thigh and looked down to see that it was caused by his own hands shaking. Thank goodness the car would be self-driving. He had so much rushing through his mind, he wasn’t sure he trusted himself to drive. He had paid extra to have his car equipped with the testing and sensing methodology that would prevent him (or anyone else) from taking even partial control when he was intoxicated or overly stressed. That was back in ’42 when auto-lockout features had still been optional. Now, virtually every car on the road had one. Auto-lockout was only one of many important safety features. Who knew how many of those features might come into play today as he and the kids tried to make their way into the safely of the mountains.

 

 

 

Photo by George Becker on Pexels.com

 

 

 

The car jetted backwards out of the driveway and swiveled to their lane, accelerating quickly enough for the g-forces to squish the occupants into their molded seats and headrests. In an instant, the car stopped at the end of the lane. When a space opened in the line of cars on the main road, the car swiftly and efficiently folded into the stream.

Roger piped up. “Dad, everybody’s out here.”

“Well, sure. Everyone got the alert. We really need to be about fifty miles into the mountains when the asteroid hits.”

Katie sounded alarmed. “Dad. Look up there! The I-5 isn’t moving. Not even crawling.”

Frank looked at the freeway overpass, now only a quarter mile away. “Crap. We’ll have to take the back roads.” As soon as the words were out of his mouth, he saw that no more than a hundred yards beyond the freeway entrance, the surface road was also at a standstill.” Frank’s mind was racing. They were only a few hundred feet from “Hell on Wheels Cycle Store. Of course, they would charge an arm and a leg, but maybe it would be worth it.”

Frank looked down the road. No progress. “Mercedes: Divert back to Hell on Wheels.”

 

 

 

 

 

 

“No can do, Frank. U-turns here are illegal and potentially dangerous.”

“This is an emergency!”

“I know that Frank. We need to get you to the mountains as quickly as possible. That is another reason I cannot turn around. That would be moving you away from safety.”

“But the car cannot make it. The roads are all clogged. I need to buy a motorcycle. It’s the only way.”

“You seem very stressed, Frank. Let me take care of everything for you.”

“Oh, for Simon’s sake! Just open the door. I’ll run there and see whether I can get a bike.”

 

 

 

 

 

 

“I can’t let you do that, Frank. It’s too dangerous. We’re on a road with a 65 mph speed limit.”

“But the traffic is not actually moving! Let me out!!”

“True that the traffic is not currently going fast, but it could.”

“Dad, are we trapped in here? What is going on?”

“Relax, Roger, I’ll figure this out. Hell. Hand me the emergency hammer.”

 

 

 

 

Photo by Pixabay on Pexels.com

 

 

“Dad. You are funny. They haven’t had those things for years. They aren’t legal. If we fall in the water, the auto-car can open its windows and let us out. You don’t need to break them.”

“Okay, but we need to score some motorcycles and quickly.”

Now, the auto-car spoke up. “Frank, there are thousands of people right around here who could use a motorcycle and there were only a few motorcycles. They are already gone. Hell is closed. There is no point going out and fighting each other for motorcycles that are not there anyway.”

“The traffic is not moving! At all! Let us out!”

“Frank, be reasonable. You cannot run to the mountains in 37.8 minutes. You’re safest here in the car. Everyone is.”

 

 

 

 

 

 

 

 

“Dad, can we get out or not?” Katie tried bravely not to let her voice quaver.

“Yes. I just have to figure out exactly how. Because if we stay in the car, we will …we need to find a way out.”

“Dad, I don’t think anyone can get out of their car. And no-one is moving. All the cars are stuck. I haven’t seen a single car move since we stopped.”

 

 

 

 

 

 

 

 

 

 

The auto-car sensed that further explanation would be appreciated. “The roads have all reached capacity. The road capacity was not designed to accommodate everyone trying to leave at the same time in the same direction. The top priority is to get to the highway so we can get to the mountains before the tidal wave reaches us. We cannot let anyone out because we are on a high speed road.”

Frank was a clever man and well-educated as well. But his arguments were no match for the ironclad though circular logic of the auto-car. In his last five minutes though, Frank did have a kind of epiphany. He realized that he did not want to spend his last five minutes alive on earth arguing with a computer. Instead, he turned to comfort his children wordlessly. They were holding hands and relatively at peace when the tidal wave smashed them to bits. IMG_3071

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Turing’s Nightmares

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Fit in Bits – describes how to work more fun, variety, & exercise into daily life

Tales from an American Childhood – chapters begin with recollection & end with essay on modern issues

Welcome, Singularity

Destroying Natural Intelligence

President Mush

E-Fishiness Comes to Mass General Hospital

After All

After the Fall

All We Stand to Lose

The Crows and Me

Siren Song

Roar, Ocean, Roar

The Fault is in Defaults

27 Saturday Sep 2025

Posted by petersironwood in America, HCI, management, politics, Uncategorized, user experience

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art, Customer experience, defaults, Design, google maps, HCI, printer, scanner, technology, UI, user experience, UX

“The fault, dear Brutus, is not in our stars,
But in ourselves, that we are underlings.”

Photo by egil sju00f8holt on Pexels.com

So Cassius says to Brutus in Shakespeare’s play, Julius Caesar. Cassius was trying to convince Brutus to join the plot to assassinate Caesar. As I recall, things did not turn out well for Julius Caesar. Or for Brutus. Or for Cassius. Or, ultimately, for Mark Anthony either, but that’s another story.

The point is that an interesting tension arises when we imagine that we ourselves are the masters of our fate. We like to imagine that it is our ability, or attitude, or grit that determines how much money or happiness or health we have. On the other hand, we also realize that many things are pretty much beyond our conscious control and due largely to our heredity, our environment, our upbringing, etc. Both views are partly true and both have their place.

If you are a user of a product and you want to get something accomplished, blaming the stupid product will not help you accomplish your goals. On the other hand, if you are a product developer, it will not help you to blame your user. You need to design thoughtfully.

I was reminded of this debate by trying to scan a document. In general, I am amazed how excellent scanners and printers are today, not to mention cheap! I was born in an era of expensive, heavy, noisy, dot matrix printers or teletypes. You’ve come a long way, baby! But the software that actually lets us use these marvelous machines? Here, there is still a lot of room for improvement.

Today, I repeatedly tried to scan a one page document to no avail. I think I finally diagnosed what the problem was. The scan screen came up with a default that said “custom size” and the defaulted “custom dimensions” were 0 by 0. Because, obviously, the development team had done a thorough study of users and found, I suppose somewhat surprisingly, that the most common size of image people wanted to scan was 0 by 0. I suppose such images have the advantage that you can store many more of them on your hard drive than images that are 8.5 by 11 inches or 3 inches by 5 inches, say.

This absurd default is not an isolated example. Often there seem to be “defaults” are rather odd, to say the least. My google map application, for no discernible reason, decided that a good default location for me is the geographical center of the continental United States. It was not “born” with this default but somewhere along the line “developed” it. Why? I have never travelled (knowingly) to the geographical center of the United States. I have never wanted to “find” the geographical center of the United States. Yet, for some mysterious reason, whenever I do try to find a route to say, the dentist who is ten miles away, the map app tries to send me from Southern California to the geographic center of the US and then back again. I can eventually get around this, but next time I open up the app, there we are again.

Of course, I am tempted every time to just to see the place (near the corners of Oklahoma, Kansas, Arkansas and Missouri. And, “with no traffic”, it only takes a little over 22 hours to get there. The phrase, “with no traffic” in Southern California is equivalent to “when pigs fly.” So, tempting as it is to drive 22 hours to the geographical center of the US and then 22 hours back (provided the sky if filled with flying pigs) in order to go to the dentist who is a few minutes away, I haven’t yet actually taken that particular trip.

I am tempted to rant about the absolute ludicrosity of “sponsored links” (which cheeringly informs me that I could take a side trip to a gynecologist on the way to the dentist) but I’ll try to stay on topic. Where do these defaults come from? Is this just a nerd’s nerd free choice as a perk of the job? Do they seriously conceptualize size in terms of a two dimensional grid with an origin at zero zero and therefore this is a “logical” default for paper size? Are they trying to do the user a favor by saving space?

I am hoping there is a product manager out there who can answer these questions. I am hoping things will turn out better than they did for Caesar and Brutus and Cassius.

Now, a more serious impact of “defaults” have insinuated their way into my daily life. That would be bad enough, but this insinuation has also found its way into the lives of my relatives, my friends, my neighbors, my countrymen, and even my fellow humans throughout the world.

For about 250 years, America had a default that different political parties would play by the same set of rules. Of course, parties sometimes pushed at these rules or interpreted them somewhat differently. They argued and debated about which criteria were most important for various offices. But the default for both parties was that we lived in a democracy; that the citizens choose their leaders; that the truth matters; that we keep our agreements; that our leaders don’t simply use their position of power to line their own pockets and settle their private grudges.

Those defaults are now out the window. All of them. The result will soon be inefficient and ineffective government but it won’t stop there. When government officials are open to bribery, then private businesses will tend to be led by people with lower standards of ethics. They, in turn, will tend to hire people with lower standards of ethics. They, in turn, will treat their customers more cavalierly, more contemptuously. Customers, in turn, will care less about being civil to the people whom they interact with. And so it goes.

Sometimes, there’s a good reason for defaults.


D4

Dick-taters

The Truth Train

The First Ring of Empathy

Pattern Language for Collaboration and Cooperation

Tools of Thought: What Comes Next?

Tools of Thought

Travels with Sadie 1

The Walkabout Diaries: Bee Wise

Newsflash: MUSAK does not compensate for bad customer experience

25 Thursday Sep 2025

Posted by petersironwood in America, essay, HCI, psychology, Uncategorized

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bad music, customer service, customerexperience, Design, HCI, humanfactors, IVR, Musak, UI, userexperience, UX, wordpress

 

 

 

 

 

 

 

 

Newsflash: Playing really low quality Musak while the customer is on hold for 40 minutes does not improve the customer experience.  Nor, does always playing the message that you are experiencing “unusually heavy volumes” right now improve your credibility. Now, I admit that someone in marketing who thought about for about 15 seconds *might* think that playing really bad music would be a good thing.  After all, people do pay money to listen to music.  Not everyone is a pirate.  And, people spend a lot of time listening to music.  Here’s the thing that might come to you if you study the rocket science surrounding this situation for about 20 or 30 seconds.  People pay to listen to the music they choose. They do not pay to hear the music you choose.  Furthermore, people pay to listen to music that is high quality. Granted, sometimes, when nothing else is available some of the people some of the time would prefer low quality music to no music at all. But no-one chooses absurdly bad quality music over silence.  One more thing: unless you are a love-struck pre-teen, you do not listen to the same short sequence of music over and over and over and over for an hour at a time.  No.  You listen to a piece of music.  Then, you listen to a different piece of music.  Then, you listen to a different piece of music.

Now, I do grant that it is somewhat useful if you are going to put your customers on hold for 40 minutes that you give some sort of signal other than complete silence to show that you are still there and haven’t had the system “hang up” on them (which happens all too often but is another topic). But playing loud, obnoxious, very low fidelity music is not the answer.

Back to credibility.  If you are really monitoring the call volume and the customer calls at a time of really unusual high call volume, you may want to tell them that they would have better luck another time.  But if you always play this message, what do you think it does to your credibility? I am amazed to find that my credit union, an otherwise fine institution, always plays this message.  And every single time, it makes me think twice about whether I can really trust my funds to an organization that clearly lies every single day.

You might think that it’s bad for business to lose credibility. Of course, it is. But it’s far more than that. It’s a betrayal of the very thing that makes us human. We did not succeed in covering so much of the planet by having the sharpest claws or teeth. Nor is it because of our great strength. It’s because our language enables us to learn from each other across time and space and culture. That happens when people trust each other and are trustworthy. Of course, one may gain a short-term advantage by lying. But the long term impact of enough lies is nothing less than the complete breakdown of human civilization. 

 

 


A Lot is not a Little

The Truth Train

Try the Truth

Trump Truth Treason

Happy Talk Lies

A Parachute Ripped by Lies

Dick-Taters

You Bet Your Life

That Cold Walk Home

The Pandemic Non-Academic

True Believer

The Opportunity of Disaster

22 Monday Sep 2025

Posted by petersironwood in essay, management, psychology, Uncategorized

≈ 1 Comment

Tags

art, Customer experience, customer service, customerexperience, Design, HCI, humanfactors, userexperience, UX

After moving from Westchester County New York to the San Diego area, we were asleep (again) on an air mattress awaiting almost all of our material possessions to arrive the next day.  We were awakened by a call from our moving company that our things would not be arriving tomorrow morning as promised.  Or ever.  Indeed, our furniture, clothes, electronics, papers, photographs, paintings, kitchenware, bedding, etc. had all been destroyed in a truck fire near Albuquerque, New Mexico.  This was something of a disaster for us, and, from a positive “customer experience” standpoint, a disaster for the moving company.

But the point of this post is to point out that in this disaster, there is an opportunity for the moving company to be proactive and excellent and greatly ameliorate or even turn around this customer service disaster. They could, for example, send us a personal apology.  They could be in constant contact about the status of any remains.   They could arrange for us to visit the site of the fire at their expense.  They could arrange to quickly reimburse us at least for the full amount of our insurance with the moving company so that we could get on with our lives as best we could.  Obviously, photo albums, the drawings my kids made, letters from friends, my grandfather’s paintings, and souvenirs from a lifetime of travel could not really be replaced.  But what *could* be replaced needed to be so quickly.  And, given that we were in a somewhat vulnerable state, this disaster really offered an opportunity for the company to provide the very best customer service they possibly could under the circumstances. 

 

 

 

 

 

 

 

 

 

 

 

That was the opportunity.  What did they do instead?  They basically refused to communicate with us.  At every opportunity, they balked; did not answer emails; did not answer phone calls; did not offer reimbursement.  As we found out later, they did not even pay the towing company who moved their van off the Interstate.  Instead, they focused on how to limit their potential liability by withholding as much information as humanly possible.  They refused to let us even come to the site and examine our stuff.  We found out the day before, thanks to our insurance company, that we would be able to see our stuff on Friday if we flew to Albuquerque and rented a car to drive to Continental Divide.  There we discovered the charred remains of our things.  And, we discovered that nothing had been done for an entire month to protect our things (or those of the other two ex-patrons who shared the misfortune of choosing this moving company).  What was left of our clothes, photos, furniture, etc. was all open to rain, wind, and passersby for over a month.  

Continental Divide is a fitting metaphor for the choice that a company faces when they make a BIG mistake.  They can admit the mistake and do everything in their power to make it right to the customer.  Or, they can do everything in their power to continue to screw the customer in order to save costs, face, and limit liability.  

Image

Of course, the same choice also faces government. Any government will make mistakes. But then what? Do they admit those mistakes and try to ameliorate the damage? Or, do they deny, minimize, lie, obfuscate, point fingers elsewhere?

————

Try the Truth

The Truth Train

D4

Dick-Taters

The Last Gleam of Twilight

Come to the Light Side

Cancer Always Loses in the End

Dance of Billions

You Bet Your Life

Wednesday

Where is the door?

21 Sunday Sep 2025

Posted by petersironwood in Uncategorized

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A Pattern Language., architecture, Christopher Alexander., Customer experience, Design, HCI, history, photography, Travel, userexperience, UX

Photo by Laura Tancredi on Pexels.com

Symmetry is often a really nice thing.  I like snowflakes as much as anyone.  So long as no more than three gather at any one time.

And, I suppose that making a building with four identical sides probably saves marginally on costs.  Maybe.  

But if you really care about the “customer experience” wouldn’t it be nice if the customer can figure out how to enter your building? I mean, enter it without walking the perimeter a few times.  Especially if it is raining, or sleeting, or boiling hot, or dark.  There is a variant on this which is popular with convention centers.  They are required by law, I guess, to have approximately 480 doors or more.  However, typically, all but one or two of these are locked.   

Perhaps an argument could be made that making the entrance to a building difficult to detect adds to security.  I seriously doubt it.  A determined burglar could find out by trial and error or observation where the door is.   That burglar has plenty of time because you see, being a burglar is how they make their living.  But not so your customer.  Much as you would love to *think* that your customer has nothing better to do than circle your establishment trying to find a way in, they do, in reality, have better things to do.  

Recently, I had occasion to visit Paris.  Do you have any trouble finding the doors in the building shown?  Last year was the 850th birthday for Notre Dame.  So, having an entrance which is distinctly visible from a distance as an entrance, we would have to say is a *solved problem*, n’est pas?  Check out Pattern 110, Main Entrance, in Christopher Alexander’s A Pattern Language.

Image


A Context-setting entrance

Roar, Ocean, Roar

The Dance of Billions

Peace

The First Ring of Empathy

Travels with Sadie 1

The Walkabout Diaries: Bee Wise

Imagine All the People

Customer Experience does not equal Website Design

20 Saturday Sep 2025

Posted by petersironwood in Uncategorized

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Business, Customer, Customer experience, Design, digital-marketing, marketing, Pen, problem formulation, User (computing), Web design, Website, writing

Website design is important.  Let there be no mistake about that.  That is an interesting and fascinating topic in its own right.  What I am talking about though is much broader.  You can have a very cool looking website; you can make it easy to navigate within that web site, but still make your overall customer experience totally SUCK!   In fact, that seems to be pretty much the norm.

I am a customer.  Let’s say I want to buy a pen on-line.  Is it really necessary for me to create an account?  Do I have to give you my e-mail and make up a user name?  I can just about guarantee that the first N names I choose will already be taken.  So I end up with some impossible to recall username like, PTERESWOODIRON465.   Sure, I will write it down.  Along with 43,235,309 OTHER user names I have.  Then, of course, I need a password.  Of course, I could make up something simple and easy to remember like PEN or even PENPASSWORD.  How secure is that?  Or, I could pick a password that I use on other sites.  Even worse.  Or, I can make up something really hard to crack and marginally hard to remember like trumpetpalmcandle.  But I’ll probably still have to write it down because it will be YEARS before I go your site to buy another pen.  Meanwhile, if you really suck, you are going to ask for demographic information as well.

Now, before we get stuck in the details of what the screen looks like that asks me for this information and whether to use a scroll down list for the state name, can we go back and ask WHY I really need an “account” to order a frigging pen?  Of course, the dream of the site owners is that once I have an account and keep getting unsolicited email from them about all the wonderful deals they have on pens, I will be unable to control myself and buy another pen several times a day.  NOT LIKELY!  Extremely Unlikely, in fact.  Here is my overwhelmingly normal pen buying behavior.  I DON’T.  I go stay at the Motel Six where they leave the light on for me and I take their pen.  It doesn’t bother me in the least that it says MOTEL SIX on it.  If it writes, I use it.  This is not going to change because of your wonderful website design even if it is relatively simple to put in my username and password and then give the details of my upbringing.  What I AM going to do is get so PO’d at the idea of yet another web account that I am not going to buy a pen at your site at all.   I am going to go to Amazon where I already have an account and buy it there.   If I’m really PO’d, I may even tell my friends what an idiotic company PEN INC (fictional name, I think) is for forcing me to create an account just to buy a pen for my nephew’s birthday.  Even sadder is the fact that no-one in PEN INC will ever have the slightest idea that they not only lost a sale but created a really bad customer experience.  — !PSI

Update addendum on Saturday, Sept. 20th, 2025.

As bad as is the customer experience outlined above, the Democratic Party has seemed to view that as a challenge goal: can we make something even worse. And–yes, they have succeeded! Don’t get me wrong; I generally do vote Democrat and I definitely don’t vote Nazi and I continue to contribute money, but certainly not because of the view that their “contributions consultants” apparently have of me. First, there is the sheer volume of requests which come through every conceivable crack in my electronic armor. Second, there is the degree of stupidity which they assign to me. E-mails are typically headlined with world-shattering news and any set of three e-mails will have at least five contradictions: “John Roberts destroys Trump!” “John Roberts is in Trump’s pocket!” “John Roberts resigns!” “John Roberts becomes POTUS!” etc. None of these headlines are true. It’s click-bait pure and simple. What they really want is money. Okay. Campaigns do take money. But don’t treat your users like idiots who will believe that all it takes is a five dollar contribution to take down the Trumputin Misadministration. It will take money but it will also take planning, coordination, and mutual trust. None of these is enhanced by scattershot e-mail, overblown rhetoric, and bad logic. If I wanted that, I’d be contributing to the Not-See Party (formerly known as the GOP).

Political parties may be the worst offenders, but they are not the only ones. On-line so-called news services are often nearly as bad. When I learned the very little I know about journalism, a headline was supposed to be constructed to inform the reader and the first paragraph of the article was supposed to fill in the most important facts. The rest of the article was meant to include more information in case the reader was particularly interested in that article. Instead, my so-called news feeds are filled with click bait headlines such as: Scientists confirm Life on Mars…; Gerontologists prove that immortality is simply…; Every Billionaire in America knows this simple trick…. And that’s it. That’s all you learn from the headline. If you pay to go behind the firewall and wade through the slog of pop-up ads and read the entire article, you will discover that the headlines should have been: Scientists confirm Life on Mars may be hard to find evidence of; Gerontologists prove that immortality is simply not feasible at this time; Every Billionaire in America knows this simple trick–don’t waste your time with on-line click bait.  

Of course, the details of an e-mail or a website or a message make a difference to customer experience, but if everything you do is geared toward milking as much money from your user right now with no regard to what it means to your longer term relationship or credibility, your customer experience will suck  even if you have a nice font and a good layout.

The Self-Made Man

Essays on America: The Game

You Bet Your Life

Where does your loyalty lie?

How the Nightingale Learned to Sing

Dance of Billions

Roar, Ocean, Roar

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