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Simplicity and Inner Calm

27 Sunday Sep 2026

Posted by petersironwood in Uncategorized, psychology, management, creativity, politics, nature, design rationale, essay, user experience, HCI, leadership

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aessthetics, architecture, art, beauty, Design, HCI, human factors, leadership, life, lifestyle, management, painting, photography, TNOO, usability, user experience, UX, writing

Simplicity and Inner Calm

(Christopher Alexander, architect and city planner, proposed fifteen properties as characteristic of natural order. I’m considering them one by one in terms of society, design generally, and user experience in particular. “Simplicity and Inner Calm” is number 14.)

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“Send me $50,000 and I’ll enroll you in a two year course in Simplicity and Inner Calm. All you have to do then is follow the twenty-five hundred rules on the Path to Enlightenment while renouncing everything else.”

Somehow, that does not seem to be in the spirit of simplicity and inner calm. Some of the properties I discussed earlier are closer to being about something “out there” that is somewhat measurable; e.g., levels of scale, boundaries, alternating repetition, roughness. Simplicity and Inner Calm are characteristics of things “out there” but they cause or at least resonate with simplicity and inner calm within a person. 

I don’t think it’s reasonable to expect a place to enforce a particular emotional state. If someone arrives at a beautiful still lake with hate and rage in their heart and possesses a determination to stay mad by God because he deserves to be mad! Then the mere presence of beautiful scenery won’t calm them in some immediate and magical way. But, I would bet money that they would be less upset an hour later than when they arrived. 

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Meanwhile, let’s imagine their identical twin also had an identical quantity of rage in their heart and arrived at a loud buzzing booming construction site and had to sit there for an hour. Such a setting, I would imagine, would do nothing to calm them and might make them even more enraged. 

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Of course, as any therapist can tell you, what you do inside your head often has more to do with how you feel than does the objective situation. I certainly believe that. Yet, I also believe that situations out there make a difference on average. In my experience, being in a safe situation surrounded by natural beauty tends to make nearly everyone feel better. 

Not all situations “work” equally well for everyone, but for most of the people I have interacted with, views of distant mountains; calm clear lakes; ocean shores; a clearing in the woods — especially if there is a calm animal there; a single tree on a small hilltop — these tend to induce a feeling of simplicity and inner calm. 

There are two things that have amazed me for a long time about natural settings. I think they both relate to why natural settings seem to produce more simplicity and inner calm. 

The first mystery is auditory. I have heard the calls of many creatures in nature. Most are, in and of themselves, attractive. Some are beautiful. A few are more annoying sounds. But for me, at least, they never seem to clash. Walking through a field and forest, I may hear insects, frogs, and a dozen species of birds. But none of them clash. Fancifully, I could say that the auditory sphere in a natural setting reinforces the reality that all life is kin. I am of this world. Wilderness was the home of my ancestors and yours for four billion years. We are all instruments in one orchestra. That adds to inner calm.

The second mystery is visual. I’ve walked through many natural settings and have seen what must be every color possible to see. But the colors never “clash.” How can that be? It’s one thing to mix and match greens and blues. They don’t really seem to clash that much even in artificial settings. But what about pinks, reds, oranges? I’ve seen plenty of people wearing clothing that clashes and likely been guilty of it myself. But autumn leaves? They are all over the place chromatically, but they never clash. This also adds to inner calm.

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I think the genetic reason that clashes are not prevalent in nature is that we co-evolved with the environment. Perceiving harmony in what is would have been adaptive in two important ways. First, since harmony is the natural state, feeling good while surrounded by harmony would mean that you would feel good most of the time. As Harry Potter once put it, you would have something worth fighting for. If you enjoy life, then, when the going gets tough, you are more likely to tough it out.

Second, when things go sideways in external reality, you would quickly notice the disharmony. While normally, you would feel peaceful, when the birds suddenly start fleeing in one direction and squawking, your feeling would change and you would be more likely to prepare and therefore survive whatever comes next. 

These reasons are manifest in some of the other fifteen properties. For example, the roughness of shape of autumn leaves means that there will be natural variation in color as seen even if they are actually identical (which of course, they are not). Having distributions of color is a kind of “roughness” characteristic of nature’s colors. Clothing on the other hand is another matter. The goal of mass production is lack of variability. So, 10,000 items are precisely the same color (or as close as humanly possible). If one is slightly off, it is noticeable. If each of the 10,000 items were part of a very broad, multidimensional distribution, being slightly more extreme than most would not produce a perception of clash. 

That, to me, is also the problem with monoculture as a social philosophy. I delve into this in more detail in the blog post — “A tight flock united by division.”

A tight flock united by division.

Briefly, the more everyone is supposed to “toe the line” to a particular way of doing things; e.g., which restaurants to go to, which shows to watch, which religion to believe in, what clothes to wear, what food to eat, etc., the more intolerant the society becomes. And the more intolerant it becomes, the more people try desperately to adhere to the middle of the crowded road they share with everyone they know. Everyone who does anything differently comes to be seen as a reproach to the lack of individuality in the middle of the road. And the people who insist that everyone must stay in the middle do not want to move. Not only that. They insist that they are exercising their freedom of choice by being exactly in the middle as determine by everyone else and not at all by them. It is rather humorous at one level and rather pathetic at another.

But just as such sharp and arbitrary boundaries in artificially produced goods mean clashes are more common, so too in human societies, when there is a group that insists everyone be exactly like them and, at the same time, insist that they are expressing their freedom, clashes are inevitable. Harmony and truth are no longer conceived of as being desirable. When people reject the resolution of conflict via agreed upon rules of law, what results is inevitably chaos and death. It is almost the polar opposite of Life. 

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Some epidemiologists think the various recent explosion in the variety of pollutants that we are all subject to has resulted in a much higher incidence of auto-immune diseases and allergies. The immune system sees so many different invaders, it has trouble distinguishing real threats (streptococcus, covid, cancer cells) from imaginary ones (peanut oil, cat dander, tree pollen). 

In similar fashion, people stuck on a thin sliver of what they feel is “normal” feel assailed from all sides. They can no longer distinguish real threats (COVID 19, Climate catastrophes, racial inequities) from imaginary ones (chip implantation via needles, Medicare for all, mask mandates). Clash. Clash. Clash. No “Simplicity and inner calm.” 

But from their perspective, there would be “Simplicity and inner calm” if only everyone were just like them! Most will deny this, when put so baldly, but that is essentially what they strive toward.



There can be many such factions, all with different rigid and implacable beliefs or only two (Right/Left; Catholic/Protestant; Striders/Walkers) or really, only one. It only takes one faction to reject all connection to truth in order to destroy simplicity and inner calm — even though, ironically, that is what they are actually trying to achieve. 

Moving from societal beauty to user interfaces, for the most part, I would have to say most UIs lack simplicity and inner calm. They seem to be splattered with functions and features everywhere. This is not surprising since most product managers believe that sales will be greater with more functions and features. 

Photo by Alex Knight on Pexels.com

When I use pages, I would say my user experience is mainly one of simplicity and inner calm. That mainly comes from the fact that my attention is almost entirely on writing and I ignore everything else the interface offers “around the edges” of my vision. Sometimes, something untoward happens and the “harmony” of my environment is temporarily destroyed. Then, I have to stop writing and pop out to the interface level in order to diagnose and fix the problem. Once I do that and return to writing, I again feel “simplicity and inner calm.”

On much rarer occasions, I will wish to do something “unusual”; e.g., I might want to put a table in the text to illustrate a point. Then, before I can work on the task at hand — creating the proper table — I must first search for the proper functionality. Since I do not typically do this, I am like the creature in the forest suddenly alerted to the presence of possible “predators” (such as accidentally destroying my file). 

I have found very few UI’s that, in and of themselves, are conducive to feelings of simplicity and inner calm on first use. I have often come to feel that way fairly quickly after I become conversant with the basic functions. 

Photo by Johannes Plenio on Pexels.com

We evolved for millions of years to resonate with the simplicity and inner calm of peaceful natural settings. It’s not surprising that it would be difficult to reproduce that feelings with an artificial interface. But familiarity does move us in that direction. When I glance at the toolbar across the top of the “Pages” page, e.g., I see a set of pull-down menus. I don’t recall exactly how the entire menu structure is laid out, but I do know how to use it and explore it. This familiarity, in and of itself, helps me feel more serene, more secure, safer. 

Although I am very interested in seeing new ideas in UI, I am more likely to use a different sort of UI if I am seeing a completely new kind of functionality or access to new kinds of data. I would be far less interested in trying a completely new UI for writing, say, or an application that had the same features and functions as Bluesky but with a completely different UI. 

Sometimes, even radicals are conservative. 

If you wanted to design something that evoked simplicity and inner calm, would you yourself want to be in such a state while you were designing? Would that help or hinder you? Or, perhaps you would use the design experience itself to force yourself to experience simplicity and inner calm. Do you have any examples of a UI with simplicity and inner calm? I don’t refer here to an application whose sole purpose is to guide you through meditation. There are surely many things available whose content is meant to evoke simplicity and inner calm. But are there UI’s which, in and of themselves, evoke simplicity and inner calm? 

Photo by Markus Spiske temporausch.com on Pexels.com

——————————

What if…?

The Isle of Right

John vs. Worrier

You must remember this

Shooting the moon

Checks and balances

How the nightingale learned to sing

Ah wilderness

Comes the reign

The jewels of November

The Forest

Somewhere a Bird Cries

The Dance of Billions

Author page on Amazon

Some recommended books:

The Winning Weekend Warrior focuses on the mental game for all sports using examples from tennis, golf, baseball, and other sports. It covers self-talk, imagery, mental practice, strategy, tactics, & sportsmanship. http://tinyurl.com/ng2heq3

Turing’s Nightmares explores the implications and ethics of Artificial Intelligence through fictional short stories. http://tinyurl.com/hz6dg2d

Fit in Bits shows many ways to put more fun, variety, & exercise into daily chores and habits to help with strength, flexibility, fitness, and balance. http://tinyurl.com/h6c7fce

Tales from an American Childhood recounts early experiences mainly in the American Midwest in the 1950’s and relates them to contemporary issues and events. https://tinyurl.com/y9ajvz9j

Dream Planet. 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.

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

The Void

26 Saturday Sep 2026

Posted by petersironwood in creativity, design rationale, essay, health, leadership, management, nature, psychology, Uncategorized, user experience

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aesthetics, beauty, calm, creativity, death, HCI, human factors, leadership, life, love, mental-health, mindfulness, pattern language, productivity, psychology, the-void, TNOO, UI, usability, user experience, UX, vacuum, void, writing

The Void

While all the previous properties of natural order seem positive, clear, and obvious, this one seems mildly scary. It reminds me of death, somehow. It’s true that individual death is part of the overall reality of life. Yet, “The Void” still seems scary. It’s reminiscent of whirlpools, caverns, the abyss. I suppose some of our tiny distant ancestors may have faced the dark mouth cavity of a large predator — a shark, a cave bear, a saber toothed tiger. And a few of those who were terrified enough to flood their bodies with adrenalin may have escaped to reproduce and pass on the terror of utter darkness genes to their offspring, including me.

In a friendlier interpretation, the void could be thought of as “empty” space, or more accurately, extra space not filled with functional items. From that perspective, The Void promotes rest, relaxation, rebirth, regeneration. Your day should include “The Void” in terms of activity — sleep, certainly, but also times that are unscheduled and restorative. If you are scheduling a day long meeting and every minute is accounted for ahead of time, there is no “margin” for something which catches the passion of participants to spill over into. There is no time for unanticipated contingencies or for people to reflect on what is happening. 

Similarly, a space (whether computer memory or physical space) that is completely “taken up” with data or things becomes inflexible. In extreme cases, nothing can be done because there is no room to move things. 

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When I was a kid, I used to enjoy puzzles that consisted of 15 square pieces and one blank space. The idea was to move the pieces around until the pieces were arranged into a particular numeric sequence (or made a picture). It’s immediately obvious that if there is no space, there is no way to move the pieces and whatever order they are in is the order that they will stay in. 

It seems that people who want to control everything want exactly that — no space — no void — no possibility for change. It may be related to the mystery of overworking so many people with long hours despite decades of research showing people are more productive with shorter hours. 

In a living human being, there is typically “space” in our respiratory system and our digestive system. To have zero space means we cannot eat and we cannot breathe. We do have spaces within our body — ventricles in the brain, sinuses in the head, and — crucially — females have a place that can accommodate the creation of a new life within. 

A hive, or a garden, or a city may indeed be crowded, but if it literally has zero space, it dies, just as we would. The void allows flow — in the case of the individual human body, space allows for the flow of food and the flow of air. 

A science that has no void, no space, has no flexibility. It is no longer science but dogma. 

A budget with no space, no void, means every penny has been pre-assigned and this is not an effective way to budget. 

Games typically have space (Go, Chess, Checkers, Monopoly) as do sports (Tennis, Baseball, Soccer, Basketball). Play often consist of using, changing, and manipulating space. The baseball pitcher tries to throw the ball so that it crosses through spaces where the hitter cannot easily hit it well. The hitter tried to hit the ball where the fielders cannot reach the ball. The tennis player tries to “build a point” by creating more space; e.g., by pulling their opponent progressively wider so that a shot can be hit into such a large space that it cannot be reached at all. In most games and sports, the amount of empty space, particularly at the beginning of play is relatively large. In chess, as in American football, play begins with a large space between the teams. In many games, there are special terms for spaces. A “Luft” in chess is a place for your King to go if attacked on the back rank by a queen or rook. In American football, the quarterback throws passes from the “pocket” which is supposed to protect them from tacklers.  

Under Umbrage, everything living and loving was smothered by a rule, or at least she wished it were.

To me, “The Void” connotes more than space, however. “The Void” seems to refer to a relatively large, concentrated space. In music, for example, without any space, there is just a long, annoying noise. But “The Void” isn’t just the space between notes. It seems as though it must be a significant silence such as after the tuning and before the first note is played or the space between movements in a symphony. 

Of course, we can contemplate things at different scales. If we see Alternating Repetition from a distance that allows us to see the alternating repetition, we might see gaps as spaces, but not as examples of “The Void.” If we moved our point of view so that only one such gap were visible, it might become an example of “The Void” at that closer-in scale. 

Most of our everyday reality is physically made up of empty space. Every atom is more than 99.999 % empty space. At that scale, it’s mostly void or at least mostly space. And, at the other extreme, although it may seem that space is crowded when you see the Starship Enterprise go through the universe at “Warp 9” that’s an illusion to make it more interesting. Most of the universe (and our solar system) is empty space. The sun which is by far the largest object in our solar system has a diameter of 865,000 miles. That’s big! But the nearest planet, Mercury, is 40 million miles away. And, that planet is the only thing in such a close orbit. 

Once I was driving with my family from San Francisco to Salt Lake City. Around 3 am, in the absolute middle of nowhere with no lights and no moon, I stopped the car and ran a quarter mile from the road into the desert to look up at the stars. It doesn’t “look” empty of course. Far from it. Yet the sheer blackness of the background and the vastness of it made it seem like a true void. In fact, because of contrast with the sharp and sparkling stars, the vast void was made into even more of a vast void. 

An atrium, a central courtyard, a reflecting pool — can these be voids that strengthen the center? 

If we look at a void, does that produce a different aesthetic feeling from when we are in a void that surrounds us? If you and your family or friends or tribe huddle around a campfire at night, the fire is a center. You can see the faces of people in the firelight. But you are aware that each of you knows that surrounding your little group is darkness. Sometimes, in movies, someone will remark, “Well, it’s quiet.” To which, the proper response is, “Yeah. Too quiet!” When the frogs and crickets stop making noise, the heaviness of the silence becomes oppressive. It might mean that large predators are about, each with their own maw of void. Being in a large space that has no perceptible features is awe-inspiring or even fear-inspiring. Looking at a large space that is situated in the context of a pattern may echo that feeling slightly, but to me, it feels very different. 

The same tune can be played on a piccolo or a base vile. 

When it comes to user experience, what comes to mind for me is the empty page or the empty canvas or the empty spreadsheet. These are large unfilled spaces. To compose, whatever the medium, requires of us a kind of courage. We must “enter” the empty space. In order to write, we must also allow for empty space within us. As I write, I find that there is always a rhythm of “describing” things that have “come up” for explication and then pausing — staring as it were into the blackness, the void, of my own consciousness. I allow things to arise from that inner void and show themselves. I don’t know what it will be. 

I think that process (and not wanting it disrupted) is one reason that I, like so many others, found “Clippy” to be so annoying. Whenever I was allowing for the void to reveal to me what I wanted to say, “Clippy” would imagine I was stuck and offer a suggestion (invariably irrelevant). 

Perhaps you or one of your kids has played “8-ball.” You ask it a question then you shake it a little and an answer “appears” in a little window. The most enthralling time is that space between when you ask the question and the answer appears. Of course, it’s fun thinking of the questions and interpreting the answers, but the most dramatic part is waiting for the answer to appear. In that moment, you may suddenly realize what answer you want to appear.

Photo by Monica Silvestre on Pexels.com

 

If an application is to support any kind of creative activity, it should not “rush” the user and it should provide the user empty space in which to create. That emptiness can be intimidating, but I still think it’s necessary. 

My desktop has many icons, tool bars, and windows. The only true void is the blank part of the writing pane in Pages. Visually, since the blank part of the page is white, it doesn’t seem much like a void. There is enough space between the icons and menu items to make them legible, but there is no “void” there. Visually, the only thing that really strikes me as a void is the totally black rounded rectangle beside the color sphere in the Format window. It’s black because that is the color of the text I’m writing in. Its function is nothing like that of an actual void.

The void may symbolize death, but it also symbolizes life. It is the happening place. It is the dance floor. It is the game board. It is the playing field. It is waiting for the curtain to rise. It is the movie theater when the lights go out but the movie has not begun. It is also the movie theater when the credits have done rolling but before the house lights have come up. If it is death, it is also rebirth. If it is birth, it is also the end. 

As every moment of our existence and our attention becomes evermore commoditized and sold to the highest bidder, there is ever more pressure to eliminate the “wasted space” inherent in the void. 

Photo by Leonid Danilov on Pexels.com

Running into the ocean; diving into a pool; deciding to have a child; moving; divorcing; falling in love; losing a loved one; starting a composition; beginning a design — these are moments when we brush up against the void or enter it or avoid it or incorporate it into ourselves. We like to fool ourselves that there is some process or routine or formula or piece of software that can take all the uncertainty out of these transitions into the unknown.

That’s all illusion. It’s the very nature of life itself — that dance on the razor edge between chaos and repetition — to embrace the void. We try always to “avoid” The Void. 


Nature doesn’t “abhor a vacuum.” Nature is mostly vacuum.

Photo by Johannes Plenio on Pexels.com



But often, we abhor a vacuum. Our productivity tools are geared toward reducing “The Void” as much as possible. Children are shuttled from one high intensity activity to another to ensure that when they apply to college, there will be no gaps or voids in their resume. Every box should be checked. Then, they will get into a college–one which will ensure that they will get a high-paying job that will enable to them to work their entire lives so that there will be no uncertainty.

I am also a product of that “Avoid The Void” culture, so I find it hard to imagine what it would mean to design a tool or UI or app that embraced and encouraged The Void. There are some specific mobile apps that support meditation or listening to music or breathing. What of composition though? Whether it is programming, writing, drawing, or creating a business plan, is there a place for The Void to be supported? How would you encourage it? What visual elements or other sensory elements could be used to support it? How would you measure how well you did? 

Or, is it easier to avoid the whole topic? 

—————————————————-

The sound of one hand clasping 

Take a while or three

That cold walk home

Wordless perfection 

Life will find a way

The bubble people

The jewels of November

The lost sapphire 

Author Page on Amazon

The Winning Weekend Warrior focuses on the mental game for all sports using examples from tennis, golf, baseball, and other sports. It covers self-talk, imagery, mental practice, strategy, tactics, & sportsmanship. http://tinyurl.com/ng2heq3

Turing’s Nightmares explores the implications and ethics of Artificial Intelligence through fictional short stories. http://tinyurl.com/hz6dg2d

Fit in Bits shows many ways to put more fun, variety, & exercise into daily chores and habits to help with strength, flexibility, fitness, and balance. http://tinyurl.com/h6c7fce

Tales from an American Childhood recounts early experiences mainly in the American Midwest in the 1950’s and relates them to contemporary issues and events. https://tinyurl.com/y9ajvz9j

Dream Planet. 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.

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

Echoes. 

25 Friday Sep 2026

Posted by petersironwood in creativity, design rationale, essay, HCI, leadership, nature, politics, psychology, Uncategorized, user experience

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art, beauty, books, Design, empathy, HCI, human factors, leadership, painting, photography, TNOO, Travel, usability, user experience, UX

Echoes. 

Among other things, I think human beings enjoy making “connections.” That applies to interpersonal connections. It also applies to connections in our own heads. “Oh, you’re the new friend I’ve been hearing so much about.” “Oh! That’s why my omelettes always stick!” “Oh, I can move immediately after I hit the ball! I don’t have to wait and see where my opponent hits it.” In other words, we like to learn. We like to see relationships that we didn’t see before. 

I think this is why I find “Echoes” a very beautiful property in architecture, in music, in poetry, and in natural beauty. Echoes need not be perfect duplications. In most cases, it’s better if that’s not overdone. Perfect duplications at the same scale are more evocative of machinery or mass production than of natural beauty. 

At this point, I am sorely tempted to tangent off on why, when you yell into a canyon, what comes back is not a perfect duplication or the original sound waves you sent out. But I will resist. 

Even identical flowers or butterflies, when seen from different angles or distances, can provide a kind of echo effect. Photo by Cindy Gustafson on Pexels.com

When nature, or a designer, creates subtle echoes, it’s delightful because it allows us to make a connection that is “across” or “different from” the main show. For example, in poetry, one typically reads from start to finish. It is a linear experience. At the same time, there are often rhyme schemes so that words “echo” other words in an auditory sense. Poetry often uses metaphor which becomes a kind of “color scheme” for the room that particular poem created. 

In social interaction, if it is done skillfully, there are also echoes. Things are hinted at, shown only partially, or suggested. Slowly, a listener may become hooked on an attractive lure and end up swallowing, as they say, hook, line and sinker. If someone came right out and said up front, “Now look, I’d like to become dictator and what I need from you is to send me lots of money and thirdly, swallow any bull-crap I spew and actually, come to think of it, you might have to kill your granny and or your kids. On board?” No. Very few would take that on. Instead, it is hinted, intimated, insinuated that: “Everything that’s bad in your life — that’s not your fault! I know who is to blame and I can help right all those wrongs!” 

Echoes aren’t always bad in human interactions. Far from it. One of the most amazing things to observe is how a two or three person team in trivial pursuit or Who Wants to be a Millionaire throw twenty miscellaneous and various possible answers — all wrong — into the air and after  several minutes of being nowhere close to the answer, someone shouts: “The Mad Hatter!” And that is exactly right.

Photo by cottonbro on Pexels.com

In music, there are harmonies, themes, motifs, recapitulations, etc. In some musical settings such as cathedrals, the music may produce literal echoes. Regardless, themes are repeated, varied, morphed into something different and so on. 

So too, in architecture. If we try to imagine how buildings first came to be, it would be quite natural for them to have “echoes” because the entire building would be constructed of local materials. Stones, reeds, skins, bricks, logs, caves, etc. naturally lead to echoes because it’s all the same “stuff.” In modern skyscrapers however, it’s quite possible to design something with no echoes at all. The only point of the skyscraper is to be as efficient as humanly possible to make as much money as possible. What would be the point of “echoes”? Would it generate more profit? Sure, it might be an interesting experience for those who looked at our building. To which, a likely answer might be: “Who cares?” 

Photo by Laura Tancredi on Pexels.com

Isn’t it interesting that back when most people had next to nothing, they bothered to make cathedrals as beautiful as they knew how. But now that we have much, much more, we can’t spare the cash. (“We may be rich, but we are not yet the richest.”)

Photo by Julia Volk on Pexels.com

Nature is rife with echoes. Here’s one I have the privilege to witness almost every night. As the sun goes down, the light in the garden turns yellow. This means that flowers, trees, and so on will appear in higher contrast and in more golden light. A close up of white roses will look golden in the setting sun and so too will tree branches in the background. 

If you walk (or run, bike, etc.) through a garden or a forest, the experience will typically be full of echoes because you will walk by many individual oaks, beeches, roses, mayapples etc. each of which echoes to an extent all the others. In the same way that a poet puts rhyme, allusions, and other figures of speech to cause echoes both within the poem and with your memories, so too, a walk in nature will remind you of other previous experiences and of other plants and animals that you see earlier in the walk. The actions of walking themselves (or of wheeling, running, biking or cross-country skiing) are a kind of echo in much the same way that a steady rhythm in a poem causes echoes among all the stressed syllables and among all the unstressed syllables. 

—————————

Where do echoes occur in user interfaces? One of the few things that I think of are that logos associated with various pieces of software appear in different places and at different scales. For example, I recognize the small version of the Safari logo on my tool bar. To the right are open file locations in that browser. There is a small image of the landing page of each website, but each little icon also has a teeny version of the Safari logo. If I go to the Safari website, I’ll no doubt see other sizes of Safari logos. 

To the extent that developers use a common style guide, that also causes a kind of echo effect. I might see something to the right of my writing pane and say to myself:  “Ah, under ‘font’ I see a common widget next to ‘11pt’ — a widget consisting of an up and down arrow. I’ve see that before! I’ll bet I can change the font size with it. Clicking on the up arrow will make for larger font; clicking on the down arrow will make a smaller font.” 

To the extent that the use of various conventions causes correct patterns to be accessed out of my memory, those echoes seem mildly aesthetic and quite useful. Where else do you see “echoes” in user experience or in user interfaces?  Where might we include echoes in a new way that makes the user more productive? Where and how might they make the user experience richer? What might you do in your own behavior that could provide more pleasure to you and your colleagues via the use of echoes?

———————-

Listen. You can hear the echoes of your actions 

Ripples 

Myths of the Veritas: The Orange Man

True Believer

Do unto others

I can’t be bothered

Tit for Tat

It couldn’t happen to a nicer guy

Author Page on Amazon

Some suggested books. Are links themselves a kind of echo?

The Winning Weekend Warrior focuses on the mental game for all sports using examples from tennis, golf, baseball, and other sports. It covers self-talk, imagery, mental practice, strategy, tactics, & sportsmanship. http://tinyurl.com/ng2heq3

Turing’s Nightmares explores the implications and ethics of Artificial Intelligence through fictional short stories. http://tinyurl.com/hz6dg2d

Fit in Bits shows many ways to put more fun, variety, & exercise into daily chores and habits to help with strength, flexibility, fitness, and balance. http://tinyurl.com/h6c7fce

Tales from an American Childhood recounts early experiences mainly in the American Midwest in the 1950’s and relates them to contemporary issues and events. https://tinyurl.com/y9ajvz9j

Dream Planet. 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.

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

11. Roughness

24 Thursday Sep 2026

Posted by petersironwood in creativity, design rationale, essay, HCI, leadership, management, nature, politics, psychology, Uncategorized, user experience

≈ Leave a comment

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adaptation, architecture, art, beauty, Design, evolution, HCI, human_factors, leadership, organizations, psychology, Roughness, TNOO, UI, usability, user experience, UX, writing

Roughness

Materials and organisms in the natural world such as wood, rock, clouds, reeds, water, animals, and plants exhibit a degree of roughness. By contrast, mass production ideally produces items that are identical and “sharp” or “smooth” at the boundaries. 

Think of the difference between a hand-thrown pot and a cup that is mass produced. Think of the difference between a cottage made of stone and a house made of prefabricated walls. Think of a path with flagstones and gravel versus a “sidewalk.” 

A rough path may mean it takes you longer to reach your goal. It may also make the entire journey more enlightening and enjoyable.

Perhaps because our ancestors evolved in a natural world for billions of years, we sense that roughness connotes something natural. To me, the property of “roughness” evokes beauty and comfort while perfectly straight lines and rectangles makes me feel as though I am in, and perhaps imprisoned in, a purposefully constructed space. Someone who builds a tower of stones or wooden blocks must be mindful of the whole. Tiny to moderate variations in size, angle and texture mean the constructor must pay careful attention. No two constructions are identical. By contrast, if you and I were to build a plastic rectangular lego tower of a specified size out of specified blocks, the results would be indistinguishable. It is much like cursive script versus printing. It is much like making a stew from scratch versus heating up a TV dinner. 

An old house is prone to crumbling, leaks, misalignments, idiosyncrasies, and cracks. If we allow the house to go completely to ruin, it becomes impractical or at least quite inconvenient to live in. On the other hand, a little bit of roughness gives the abode more character. Since glass is actually a fluid, old windows begin to “flow” slightly introducing irregularities in the glass and therefore in what is seen through the glass. A new window, on the other hand, it typically “perfect” and therefore somewhat boring. 

As a driveway ages, the effect of nearby life and natural forces begins to produce small cracks. These make the surface more interesting visually. It also requires someone walking to pay more attention to where they are stepping; that is, to be more in the moment. Such cracks encourage further incursions by living forms. 

Flowers often exhibit beautiful symmetry. The symmetry, to me, is made more beautiful because of slight variations in the size, angle and color of the individual petals. If instead, you imagine a mathematically perfect flower in which there is zero perceptible difference in the size, angle and color of the petals, do you feel that is more beautiful? Does it make you feel more comfortable? 

I don’t mind that your keyboard may be identical to mine (although probably not quite because my ‘N’ key and ‘A’ key are completely illegible and the ‘E’ key nearly so). I use the computer as a tool. Sometimes, it is used to produce art of one sort or another. But if the art that everyone produced were as much the same as the keyboards, it would seem sterile, non-living, mechanical. A brand new chair will hopefully be evenly painted and the upholstery will be unworn. Over time, the paint will begin to chip and the upholstery will be threadbare and potentially stained in places. 

We have been taught to see such things as flaws, defects, and imperfections. But are they? At some point, the “ravages of time” (or, more accurately, perhaps, the “ravages of entropy”) can make things less than ideally functional. For instance, your tires wear over time and, while they may look more interesting, overly worn tires are a safety hazard for you, for your passengers, and for everyone else on or near the road. 

Similarly, if you must undergo surgery, there’s a good reason for your surgeon to use a machine-tooled scalpel with a “perfect” edge. Railroad cars and railroad tracks that were too diverse from each other might look more interesting, but they would be less safe. 

In many cases, however, roughness does not negatively impact functionality. Roughness looks better without negatively impacting functionality. A chair, baseball glove, or pair of shoes that is slightly worn still works. Perhaps it even works better. A new baseball mitt or pair of shoes needs to be “broken in” for optimal use.

Roughness in the body of a living thing often allows local adaptation. The muscles in your body, for example, are not of a “pre-specified” and precise size. If you exercise a muscle, it will get stronger and grow larger. That allows your body to adapt to your circumstances. Your skin is also capable of growing stronger in places where it needs to be. Your bones grow stronger if they are required to bear a greater load. 

Roughness also exists across individuals within a species. Unlike items that come off the assembly line, items that come from life have slight variations from each other. Some seeds are smaller; some are larger; some are stickier; some are smoother. In some cases, these differences will have no impact on the viability of the seed. But sometimes they might. Life is always trying little “experiments” of small variations to see whether one might be better than another. And, by the way, that is not some minor feature of life: in many ways, that is life: the balance between repetition and variation. 

To me, the roughness of stucco adds to its beauty.

It’s ironic that our minds, which sprung from this balance, often strive for imbalance. To make things “simpler” we like to over-regularize and over-specify. Sometimes, you can go a rather long ways in one particular direction if you take such a drastic step. But if you’ve miscalculated in any way, or if your data were inaccurate, or if conditions changed after your data were collected, you’ll be stuck speeding down a railroad track toward what is now obvious disaster. Trying to impose an absolute pre-specification of action that actually works for every set of circumstances is impossible. To achieve something like it, people sometimes ignore the complexities (the roughness) in real life, and throw things into a small number of buckets. Making decisions on the basis of what bucket something is in, is a lot like judging a book by its cover. Such a process takes things which are, in fact, rough and treats them as though they were mathematically perfect.

Because of the “roughness” of circumstances, many societies have found that putting in place the human judgement of many with countervailing interests often works best. In America, for instance, there are three branches of federal government. The judge conducts a trial, with different people advocating for the two sides. In many cases, a jury of twelve decides guilt or innocence. 

Living systems are robust to various changes in circumstances. A conventional car engine, for instance, is designed to use gasoline or diesel. Put in the wrong fuel and you might ruin the engine. But what about a human being? You can use a tremendous number of different kinds of fuel in the form of food. This is just one of the many millions of ways that various life forms show resilience and robustness. Because life endlessly plays; because it exhibits roughness; because it is diverse; because of this, it adapts and it evolves. 

Meanwhile, as we look at things, we feel intuitively that “Roughness” is conducive to life and is also one of the quintessential aspects of life.  

“One could do worse than be a swinger of birches.” — Robert Frost, Birches

If you have ever swung on birches, or tried to climb any other kind of tree, you know that each is shaped and branched a little differently. From the ground, it’s easy to glance at a tree and think the branches are all basically the same. They are not. And if you are a kid who actually spends a lot of time climbing trees (as I once did), you pay attention to the peculiarities of specific trees and specific branches on those trees. Why? So as not to kill yourself, or worse, hear your parents say “I told you so!” after you break your arm swinging from a tree, say. But the miracle is that, although you are not immortal, you can heal your broken arm. In order for that to happen, obviously, some parts of your body have to do things differently than they have been doing. The “Roughness” of life isn’t only a visual characteristic. It’s also a characteristic of the processes of life. It’s also characteristic of a the processes of a healthy organization. 

As a kid, I would have learned every branch of this tree. Noticing “Roughness” is being mindful and sometimes noticing “Roughness” saves lives.

When it comes to the elements of a User Interface, in most cases, the elements are modeled after machines, not natural phenomena or living things. Is that necessary? Perhaps a designs that incorporates “Roughness” would be harder to program, harder to maintain, and may be even confusing to users? What do you think? 

In physical objects, usage often creates or exacerbates “Roughness.” Could it be advantageous for this to happen with UI elements as well? Would window edges that looked “handmade” or “rough hewn” be more beautiful? More comforting? More usable? Less usable? Right now, conventional systems would make it harder to “calculate” the edges of a rough window than a conventional, straight-edged window. Must it be so? Or, could different architectures make roughness easier to calculate and require fewer resources?

When I think about the broader User Experience in terms of Roughness, what I imagine is that a system that has “Roughness” might mean that there is flexibility in the order in which subtasks are carried out. Perhaps, it means that you offer the user of a word processing application different options in terms of font, style, documents. etc. Perhaps it even means that the user can design their own font or create their own document type. What do you think “Roughness” means in terms of User Experience? 

———————————

A short story about the lack of “Roughness.” 

As Gold as it Gets

As Gold as it Gets

A short story illustrating that likely things are not the only things that happen in life. 

Wilbur’s Story

Wilbur’s Story

Categories are useful. But to guide such a horse effectively, hold the reins loosely. 

What about the butter dish?

Wilbur’s Story

Essays on America: Labelism

Checks and Balances

Bounce

The Winning Weekend Warrior focuses on the mental game for all sports using examples from tennis, golf, baseball, and other sports. It covers self-talk, imagery, mental practice, strategy, tactics, & sportsmanship. http://tinyurl.com/ng2heq3

Turing’s Nightmares explores the implications and ethics of Artificial Intelligence through fictional short stories. http://tinyurl.com/hz6dg2d

Fit in Bits shows many ways to put more fun, variety, & exercise into daily chores and habits to help with strength, flexibility, fitness, and balance. http://tinyurl.com/h6c7fce

Tales from an American Childhood recounts early experiences mainly in the American Midwest in the 1950’s and relates them to contemporary issues and events. https://tinyurl.com/y9ajvz9j

Dream Planet. 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.

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

The Story of Story 4: Character

19 Monday Jan 2026

Posted by petersironwood in design rationale, fiction, story, Uncategorized

≈ Leave a comment

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AI, creative-writing, fiction, life, politics, story, Storytelling, truth, user experience, writing, writing-tips

The Story of Story 4: Character

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Character is revealed by choices under pressure. Character is one of the three main dimensions of story. Often people who write fiction — or developers who write “user stories” add details about the people in an effort to make their characters (or personas) more “interesting.” Adding irrelevant details in something as long as a novel might help the reader get a clearer image of the character. Even in a long novel though, it’s better to add details that relate to something else in the story. In something as short and “to the point” as a “user story” it is worse than pointless. 

Consider these descriptive details: 

“Jill had beautiful blue eyes.” 

“Jill had beautiful brown eyes.” 

“Jill had beautiful green eyes.” 

So what? 

It might be relevant to some stories. For example, if Jill were a slave on an antebellum plantation, her having blue eyes might relate to her mother being raped by a white overseer. Maybe Jill finds out and exacts revenge. In that case, her blue eyes might be meaningful. Or, in another story, Jack might insist on dating only blue-eyed blonds. That is part of his “ideal beauty.” Jack pursues Jill because of her striking blue eyes. He shares information all the time about his “conquests” with his best friend, Judy, a woman with black hair and dark eyes. If it’s a romantic comedy, we will know, long before Jack will, that he is falling in love with Judy. The physical characteristics of the women serve to reveal Jack’s true character, which turns out to be deeper than we at first surmised. 

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But suppose the story is about how someone might use an Uber app? Is it really going to matter what color her eyes are? Will it matter to someone playing a video game? 

Irrelevant details only seek to distract the reader (or the developer). These details sometimes go by the title “characterization” rather than character. Character should be reserved for deeper things. Sometimes, characterization can be interesting in the way it contrasts with character. In Psych for instance, Sean Spencer pretends every week to be a psychic helping the Santa Barbara police. His aim is to get to the truth. But in the service of getting to the truth, and putting the bad folks in jail, he runs a scam where he pretends to be psychic. 

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In the James Bond movies, the character of James Bond is revealed by his choices under pressure. He will give up everything and anything in the service of his country. But on the surface, he seems like a playboy. He drinks martinis. Yet, he is highly disciplined. He wants things his way. Even in his instructions for his martini, his meticulous attention to detail comes out. 

Spock, on Star Trek, plays a character who reminds us time and again about how “rational” he is and how he can control his emotions. Of course, what makes this interesting is precisely because he isn’t always rational and in fact, sometimes has more violent emotions than the humans he critiques for their emotionality. 

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If “character is revealed by choices under pressure,” it’s also good to remember that character should be coherently related to setting and plot. Plot advances through conflicts. In The Sound of Music, for instance, Maria has an internal conflict. She wants to be “good” and “follow the rules” of the convent (and later those of the Captain’s household), but she likes joy and music and spontaneity. She also finds herself in love with the Captain. Conflict. She also has inter-personal conflicts with the authorities at the convent, with the children, with the Captain, and with the Countess. She also has conflicts with larger forces in the world – notably Nazism. None of these conflicts is random; they arise quite naturally from the setting that she’s in — and from her own character. 

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James Frey, in How to Write a Damned Good Novel, suggests a sequence of increasingly intimate reveals  that helps the reader progressively care more and more about the character. First, you say something about the objective, external world that the character exists in. Second, you reveal what the character perceives and does about the situation. Then, you reveal how the character feels about what is happening. Finally, you let the reader “tune in” to the internal conflicts of the character by showing their internal dialogue. Consider: 

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“The snow began to fall. The wind began to howl. The “snow” morphed into sharp little knives of ice.”

“Joe began to shiver and pulled his coat tight about him, crossing his arms across his chest.” 

“Damn it! I want to be in a nice warm bed. Grrr.”

“Why do I always let Sally talk me into these half-baked schemes?” 

For me, this order “works” – I am now curious to see what this particular half-baked scheme is and what sort of power Sally has over Joe. Read the lines in the reverse order and it makes only a little sense. It also puts a greater memory load on the reader. 

In some stories, character stays fairly constant and the world (and other people) change because of the character’s choices. In the “Hero Saves the World” plot, this is the main emphasis. In the “Growing Up” plot, on the other hand, the most important action is how the character “changes” over time. I put “changes” in quotes because sometimes the “change” is really that the character simply acknowledges their underlying character. For instance, in Sweet Home Alabama, Melanie never really stops being in love with her husband (or Alabama) but consciously, she claims to want a divorce and go back to NY to be a “success.” As always, character is revealed under pressure <spoiler alert> and she “forgets” to sign the divorce papers. In many of the best stories, the character changes (or saves) the world and the world also changes or matures the character. </spoiler alert>.

city man person people

Photo by Pixabay on Pexels.com

This may all make sense when it applies to fiction, but how does it impact how we write stories in a business context? This is often tricky because in many business contexts, only the founder or CEO is even allowed to have character. Everyone else is basically supposed to behave the same way: put the company first; follow the rules; do a great job; work together cooperatively; be loyal to the company. As a result, official company stories are typically bland and two-dimensional. They are basically nothing more than procedures. “If this happens, do that.” Implicitly, this means, “If this happens, do that” regardless of your internal character. 

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If you’ve done an excellent job of observing and interviewing potential users of a product or service, you have hopefully discovered some interesting internal conflicts and some related aspects of character that can become a logical part of user journeys. Initially, your target user may be reluctant to use your product. 

Users may be reluctant to use on-line banking, for instance, because of the possibility of hacking or fraud. If this is a genuine concern of 1% of your potential customers, you probably don’t want to make it a concern to the rest, unless it is something they really should worry about. On the other hand, if it’s a genuine concern of 99% of your potential customers, sweeping it under the rug won’t do. The user in your user stories can be portrayed with this concern including internal conflicts and then you can show them overcoming the concern, if and only if it really can be ameliorated through various actions like two-factor verification, password choices, etc. Telling a lie about how safe on-line banking is, will ultimately undo you no matter how well told the story is. But character and characterization of these users should be designed around conflicts that actually are relevant to the product or service. 

“Mary had put all her life savings and all her energy into her small company. Her time had become gold. She was on a path to hire more people, but that took time. Now the bank was offering lower fees if she would switch to on-line banking. She had always wanted to be a soccer player but she knew she wasn’t coordinated enough.” 

action activity balls day

Photo by Lukas on Pexels.com

What? 

Yes, that may be something that came out in an interview with a real Mary. And it may even be part of an interesting story. But not this story! The naturally occurring conflict here is Mary’s desire to be as efficient and cost-effective as possible — and yet also to be as safe as possible. Mary may initially see these in conflict, but you may have a legitimate way for her to avoid or rethink the conflict. Mary’s character might be made more intense by having her see her budding business as a legacy she wants eventually to hand off to her daughters. But it doesn’t really matter whether she has blue eyes or brown eyes. You could instead intensify Mary’s desires by making her a success-oriented second generation immigrant whose own parents spent countless hours of hard work so she could get through college. The family still cares about every dollar. It doesn’t matter whether she lives in a small flat in Brooklyn, Chicago, or LA. It does matter that she wasn’t gifted 10 million dollars to start a business by her billionaire parents who live in a mansion in Manhattan. 

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It doesn’t matter whether she likes her martinis shaken or stirred either, unless you are making the point, e.g., that she is a fanatic for having things her way and that your software allows more customization than does that of your competitors. In that case, you can introduce a detail that shows, rather than tells, this fact about her character.

When you think back about books, movies, or TV series you really “got into”, I’m willing to bet that, at least in many cases, it’s partly because of the characters. What makes a great character for you? 

 

———————————

Author Page on Amazon.

If Only

It was in his Nature

The Orange Man

The Mango Mussolini

At Least he’s our Monster

The Impossible 

True Believer

Coelacanth

A Cat’s a Cat

Sadie the Sifter

The Con-Con Man’s Special Friend

A Query on Quislings

As Gold as it Gets

Stoned Soup

How the Nightingale Learned to Sing

What a teeny man

 Donnie Boy Plays Captain Man

Donnie Boy Lets his Brother Take the Fall 

The Story of Story, Part 2

16 Friday Jan 2026

Posted by petersironwood in creativity, HCI, psychology, story, Uncategorized

≈ Leave a comment

Tags

AI, books, communication, education, fiction, HCI, interview, knowledge, narrative, needs, psychology, story, truth, user experience, UX, wants, writing

Introduction: 

This is the second in a series about using stories and storytelling in the design, development, and the deployment of products and services. In each post, I will weave in some advice about what makes for a good story as well as how to use stories. In this first case, the emphasis is on using stories to help uncover customer needs and wants. Needs and wants are not quite the same thing. For an extremely worthwhile discussion on the difference, check out this classic article by George Furnas. 

We Human Beings are not just Information Processors; we are also Energy Processors.

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I had just attended a conference on “knowledge management” co-sponsored by IBM consultants and IBM Research. On the plane ride back, after finishing the crossword, I turned the page to find a full page color ad by an IBM competitor that proclaimed: “Knowledge Management is simply [sic] providing the right information to the right person at the right time.” Color me skeptical, I thought. It isn’t simple to do those things. Beyond that, the formulation seemed simplistic even in its formulation.

The image of one of my undergraduate professors flashed into my brain. Professor MacCaw, (as we will call him), taught advanced German, a language which he had learned in a Russian prison camp, which might explain his approach to testing. At semester’s end, he asked, “Who in class wants A?!” 

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All two dozen of us raised our hands, of course. At this point, he proceeded to — there is no other word — attack one of the students in the class who had had four years of German in high school and had also lived in Germany for two years. The contents of his questions were not really that difficult, but the manner in which he demanded the answers was horrid. He would ask, for instance, “In first story, main character went where?” (He would always ask the questions in English). 

And she would begin to answer (necessarily in German), “Er geht…” And after a couple words were out of her mouth, he would scream, “Please to conjugate!” This meant that she would have to think back to the last verb she uttered and then conjugate it. “Ich gehe, Sie gehen, …” Then, he would interrupt again and scream a completely different and unrelated question in English. She would begin to answer; he would interrupt after she uttered only a few words: “Please to decline!” This meant, that she would have to give the various forms of the last noun she spoke according to the case. But once again, she could not finish but only begin declining the noun when he would once again interrupt. After 40 minutes, she was in tears and he looked menacingly around the room and asked, “NOW! Who in class STILL wants A?” 

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I have zero desire to go hang gliding or sky diving. But when it comes to the danger of mere social humiliation, I say, “Screw it. Been there. Done that.” I was one of only two of the remaining students who raised their hand. This act won me the next turn on the chopping block. He proceeded the same whip-saw questioning fest with me. The two-period class was almost over when he finished with me and began questioning “Mr. Lepke.” The bell rang and everyone else in the class left. Later that evening, I chanced to see Professor MacCaw in the Student Union. He walked up to me, eyes blazing. “Ha! I had Mr. Lepke after class for two hours! Finally, he said to me, ‘No, No, Dr. MacCaw, no more, I beg you. No more!’” 

This oral exam was difficult (even with my “screw it” attitude). It was much “harder” than my dissertation defense, for example. Again, it was not the information requested but the manner of questioning that made it difficult. People are not emotionless robots, as it turns out.

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The next semester, not surprisingly, only about half the class returned. One day in class, as Dr. MacCaw began one of his lengthy digressions on Eastern European history, he stopped himself in mid-sentence to say, “What is THIS!? Someone is passing notes in my class! I will take note and read in front of entire class!” He snatched the note, unfolded it, and indeed read the note in his loud ringing voice: “Doctor MacCaw: your zipper is down.” And, indeed it was. He had meant to humiliate someone in front of the entire class — and he had succeeded. He had the necessary information delivered at the right time to the right person, but — thanks to his own actions — it had not been done in the best manner — at least not the best manner for him. 

Human beings are not just information processors. We are living things and as such, the emotions, the vibes, the manner, the intensity of presentation — these are all vital to how we will react at the time and also how we will feel about the people involved and what we will recall years later. And this fact also means that the atmosphere you create when you interact with various stakeholders will vastly impact the quality of the insights and stories that you receive. If you really care about the people and are really committed to doing something to making people’s lives better; if you are truly open to hear and take in something unexpected or even disruptive to the project; and if you allow your informant to feel that truth about you, you will obtain the gold ring. 

Stakeholder Stories Solicited at their Sites. 

If you use a mechanical method and a mechanical tone and a mechanical manner to ask your users and other stakeholders about their needs and wants, what you will uncover are the most mundane, most rudimentary, most superficial and socially acceptable needs and wants. You can indeed use this information to design a product or service, and you may even have a product or service that succeeds in the marketplace. It will likely be, however, a rather short-lived “win.” Why? Because you are designing to fulfill wants that are subject to the wild winds of passing fashion rather than to catch the fire of an underlying passion. 

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What I found for myself was that it typically took about an hour of talking with a stakeholder, and most importantly, listening attentively, before they began to tell me their real stories. Your mileage may differ according to culture, context, power relations, your personality, and so on. I like to use a semi-structured interview. In this type of interview, there are known questions that I want to ask. But I also schedule plenty of time to let them elaborate, tell me what’s what behind the scenes. I know that in the corporate world, there is an ever-present push for being “efficient” and getting the job done as quickly as possible. So, it’s tempting to get the informant “back on track.”

I always prefer to interview an informant in their workplace. This seems like common courtesy; it puts them more at ease; and it sometimes reveals their use of other people, references, private notes, etc. as well as what they are dealing with in terms of atmosphere, noise levels, interruptions, desk space, etc. It also makes it much more likely that they can retrieve more of their own memories about work incidents more accurately because of all the contextual cues. 

John Whiteside, who ran the Usability group for Digital Equipment Corporation for a time, recounts running various usability studies and gathering data in various ways about a product they were designing for manuscript centers (places where human beings, historically almost always women, transcribed the dictation of others into text on a computer so that it could be edited, re-written, stored, etc.). The first time that they visited their users in the field, they discovered that they spent about seven hours a day typing and about an hour every day counting up, by hand, the number of lines they had typed. So, in one instant, they realized a feature that would improve productivity significantly. 

Guidelines for Soliciting Stakeholder Stories. 

When I managed the storytelling project at IBM Research, I was fortunate enough to hire Deborah Lawrence to help with the project. She thought it would be a cool idea to interview experts in a number of fields whose job, in one way or another, involves soliciting stories. So, she went out and did just that. I believe that her interviewees included medical doctors, policeman, reporters, social workers, and psychotherapists. These various practitioners had very similar guidelines. 

Story Elicitation Guidelines:

  • Provide a “warm-up” period.
  • Tell something personal and revealing about yourself; perhaps tell a story that is a model of the kind of story you’re looking for.
  • Observe an implicit contract of trust.
  • Provide a motivation for the story — why it’s important.
  • Accept the storyteller’s story and worldview.  Don’t resist the story.
  • Reveal who you are, how the story will be used, potential audience and goals, answer questions.
  • Use questions to probe.  Sometimes, a totally “off the wall” question can create space for story to emerge.
  • Empower the storyteller — they are the expert.
  • Avoid threat; don’t appear as an expert yourself.
  • Listen with avid interest.

These may seem fairly obvious such as does a lot of the advice in the book, How to Win Friends and Influence People. (Come to think of it, that might be the single best book you can read if you want a career in HCI/UX). However — back to the guidelines. I think they seem obvious once pointed out, in much the same way that once someone points out the “pig in the clouds” (or the face in the tree) you cannot not see it. 

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The above list is not, of course, meant to be the definitive such list. This was based on one study. If you have additional guidelines or disagreements, please let me know. 


Author Page on Amazon

The Walkabout Diaries

The Myths of the Veritas

A Pattern Language for Collaboration

Travels with Sadie

Fifteen Properties

My Cousin Bobby

The Update Problem

After All

All We Stand to Lose

Imagine All the People

The Dance of Billions

Roar, Ocean, Roar


The Fault is in Defaults

27 Saturday Sep 2025

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

≈ Leave a comment

Tags

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

Fool Me!

24 Thursday Aug 2017

Posted by petersironwood in America, psychology, Uncategorized

≈ 3 Comments

Tags

IBM, life, magic, NYNEX, school, stories, user experience, user interface

 

 

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Long before seeing television, or even knowing it existed, I listened to stories on the radio mainly with my grandmother. As I mentioned earlier, my favorites were The Lone Ranger, Hop-along Cassidy, and Tom Corbett and The Space Cadets. Looking back on it, I’m not sure why she listened although she might have answered questions for me or provided some additional commentary. As I only learned much later, these programs used special props for the sound effects of whizzing bullets, thunder, horse hooves, rocket engines, etc. At the time, it never occurred to me that there were “sound effects.” I just listened and constructed an entire “TV program” in my mind’s eye. More accurately, I was there along with the villains and heroes.

Although the stories presented each week in these programs fascinated me, my grandma’s “Old Pete Stories” captivated me even more. Grandma presided over the Firestone Park Dramatic Club and her performances for me were filled with all the drama she could muster. Her “Old Pete Stories” arose out of an actual character she knew from her days growing up on a farm. Old Pete was a hired hand on the farm; a loner and a drifter, Old Pete had a talent for getting into trouble. In fact, it is rather surprising that Old Pete seemed to get into precisely the type of trouble that a five year old boy might get into and rarely into the kind of trouble that you would expect an adult farm hand to get into. Makes you wonder, doesn’t it? But it didn’t make me wonder! Not at the time. Instead, I found myself, just like Old Pete, wondering what mysteries that deep blue pond held. I found myself, just like Old Pete, terrified when he became tangled in the unseen currents and forces below the surface. And, like Old Pete, my gratitude and relief came in waves when I … er, Old Pete, I mean … struggled to the shore and pulled himself out. Although “Old Pete” inspired my grandmother’s stories, I’m pretty sure that the plots she constructed were “cautionary tales” much like Aesop’s Fables.

My mother also read me stories, mainly from a giant book of stories. Each story typically only had one ink drawing on the title page for that story. There was one about a mouse who played the piano and another about a Bull in the China Shop. She too loved to practice her most dramatic voice when reading aloud. And then, some time in the first grade, something magic happened. We were sitting around in a circle struggling through our primers when my teacher made some comment that caused everything to “click into place” for me and from then on, I could pretty much read anything! I could now read stories to myself! The stories in the school primers were generally pretty lame, but soon, I got my own books and soon after that, Tootle, and The Adventures of Raggedy Ann and Raggedy Andy gave way to Tom Sawyer! Huckleberry Finn!  I went to the library every week and picked out three books. Generally, these included some science books and some fiction books and often some combination. The Earth for Sam was a fictionalized account of a boy going back in time to see first hand what dinosaurs were like (among other things). I discovered that our library had a copy of our first grade science text. In fact, it also had a copy of every grade 1-6 science texts. I went through them like the proverbial knife whose molecules had extremely high kinetic energy through butter. Stories of the Knights of the Round Table thrilled me as well as The Hardy Boys and Nancy Drew. Some people found it odd that I read Nancy Drew, but I think they are better written and I can relate to a girl hiding in the closet trying not to get caught and not trying to scream when a spider dropped on her just as easily as if a boy were hiding in the closet trying not to get caught and trying not to scream when a spider dropped on him.

You might think from my catholic tastes and prolific reading that I would forgo television when we finally got a TV set. No way! I loved Gabby Hayes, for instance, and Superman. We had a couch and a reclining rocking chair in our living room. When Gabby Hayes explained that Quaker Oats were shot from guns (!), I hid behind the rocker as the cereal exploded out of the canon. When the Superman theme song or that of The Lone Ranger came on, I ran across the room full speed and flung myself into the recliner. My parents hated this and told me on numerous occasions not to do it despite the fact that I only knocked over the rocker once. Their story was that I would “hurt myself” or “break the chair.” But neither of these things happened. I don’t recall ever actually getting severely punished so I concluded this was just one of those things parents feel obligated to say because they see themselves as responsible adults who must therefore say such things. Meanwhile, I didn’t understand how they could be so blasé about these shows. Why on earth were they also not running across the room and flinging themselves into the chair or couch? Did they not hear the strains of The William Tell Overture? Didn’t they realize that this meant that another episode of The Lone Ranger was about to begin? Didn’t they understand that he would right wrongs? The Lone Ranger not only prevailed every week; he did so without bloodshed! He would gallop up alongside some bad guy and then jump and tackle him off his horse, wrestle him to the ground and subdue him with fists alone. On occasion, The Lone Ranger would shoot, but only to defend himself or others and even then, only shoot the gun out of the villains’s hand! He never missed the target and accidentally gave the bad guy a free appendectomy or craniotomy. And, Superman? Come on! In case you forgot from last week, it always began by reminding you that he could leap tall buildings at a single bound (though why he needed to do this when he could fly is unclear). He was faster than a speeding bullet! He was more powerful than a locomotive! How could they possibly forgo these shows to do some other thing? That seemed incredible but only for the first few milliseconds of the show. After that, I was glued to the tube and lost interest in what they were doing.

Although people hate to “be fooled” so much that when they are fooled, no matter how much evidence accumulates, they tend to dismiss the evidence and insist that they were not fooled. And yet, there are other occasions, like movies, television, novels, and plays were people welcome being fooled. This really struck me hard many many years later watching Apollo Thirteen for the third time. I knew this movie was based on a true story and I knew how the real life events had unfolded and I had seen the same exact movie twice before. But that didn’t stop me from being excruciatingly worried about whether the astronauts would make it back alive. Other species of animals and plants can certainly “communicate” with their own kind and even with other species. It seems doubtful, at least so far, that they can “tell stories” however. This may be one of the quintessential differences between humans and other species. Whether we sit down in a campfire circle to trade ghost stories or streak across the room to throw ourselves into a rocking chair, we seem to be saying “Fool me!”

“Fool me” arises in other contexts as well. The first few years that I lived on North Firestone Boulevard, a peddler appeared several times each summer with a small hand cart filled with toys, puzzles, and games. Generally, these items were not to be found in stores. One item in particular held my attention. A small number of wooden rectangular blocks, roughly card-sized but much thicker, were held together with ribbon. However, when he held them up, he ticked one and allowed them to cascade in a magical fashion so that each block changed from one side to the other. He did tell some cock-a-mamie story as he did this and no doubt, like any other magician’s patter, it was designed to draw attention away from what was actually going on. But in this case, it wasn’t the story, per se, that was so cool. It was the (seeming) physical impossibility of what was happening before my very eyes. In this case, it wasn’t that I wanted to stay fooled. I wanted to see the trick again to understand what was really happening. The peddler, however, relished making money. He wasn’t really trudging up and down the street in his rather heavy coat (especially for summer) for his health nor to entertain children. He wanted to turn a buck. So, despite our pleadings, he would never do this trick more than twice. After that, if we wanted to see it again, we would have to pay for one of these sets of “magic” interconnected blocks and figure it out on our own. I raced back inside to wheedle my parents into giving or at least lending me some money so I could buy one of these. I breathlessly and ineptly explained how these were magic blocks but they seemed singularly unimpressed with my analysis. Dad muttered something vague and incoherent about it just being the way the blocks were connected by the ribbons, but he had not seen the actual demonstration. I did not score the money nor the blocks, at least that time. I did, however, save up my money. My allowance at that point was a dollar every two weeks. So, I had to forgo my favorites from the popsicle man, substituting grape popsicles at 4 cents each rather than the more expensive (and much tastier Mr. Goodbars or even fudgesicles) in order to save, but save I did. The next time the peddler appeared, I was ready! But damn! He wasn’t! He didn’t have any more of the magic tumbling blocks and tried to interest me and my friends in some other toys. I suppose some of those were pretty cool too, but I didn’t care. You’ll be happy to know that I eventually found some when I had my own kids. I was delighted that they were delighted but they no longer held any mystery for me personally.

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Everyone I know likes stories and magic tricks. What I find hard to understand are people who prefer to stay fooled. They don’t want to know how a Jacob’s Ladder works. They don’t want to know how a magic trick works. They don’t want to know whether their political candidate lies and cheats. They don’t want to know whether climate change is really going to affect the lives of their children and grandchildren. If there were only say, 100 stories in the world, maybe I could understand that they wouldn’t want to know the outcomes of those 100 stories. But there are way more than 100 stories! There are way more than 100 damned good stories; I don’t see any shortage. But more than that, I don’t see any problem with knowing the outcome (as I did with Apollo XIII) still being engaged and entertained and transported by a good story, well told.

Don’t get me wrong. Just because I want to know how magic tricks work, doesn’t mean I think it is necessarily right for me to explain it and that people who don’t want to know are inferior or stupid. Different people have different preferences. I like cilantro and anchovies and blue cheese but not everyone does. When it comes to what is actually happening in the world in ways that impact our ability (and even more importantly, the ability of our families) to live and function though, it seems to me the truth is much more important than is the pleasure of listening to the same false but comforting story over and over.

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Imagine that we are all sitting around a campfire listening to a “ghost story” about a guy trapped in a pit with scores of foot long spiders who come out and nibble on him whenever he tries to sleep. I am not going to spoil everyone’s “fun” by pointing out that this is very unlikely. No way. On the other hand, if I see a forest fire headed our way, I am going to interrupt the frigging story and let people know! Furthermore, I cannot fathom why some people would rather stay and hear the story if it means they are going to die or at least suffer a lot of third degree burns. Perhaps stories are not only one of humanity’s greatest gifts, but also, under some circumstances, our greatest curse as well.

My fascination with stories continued throughout grade school, high school, and college. Although as an undergraduate at Akron U and then Case-Western Reserve, I took almost a dozen psychology courses, none of them delved with any depth into stories. I did, however, also take courses in English Literature, Shakespeare, and Drama. Even to this day, it’s a little hard to believe that these psychology courses largely skirted the whole issue of stories considering how important and fundamental they are to understanding the human psyche. Freud and Jung did discuss stories in some depth. Even in four years of graduate study at the University of Michigan, stories seldom came up as a topic in cognitive psychology. In fact, the whole enterprise of experimental and cognitive psychology at that time seemed to be about deconstructing human thinking, problem solving, learning, and decision making into different little boxes and finding out about the little boxes.

 

Humans are notoriously varied but one thing you can pretty much count on is that whatever else is going on, these little boxes communicate with each other. My senior year as an undergraduate, I had three part time jobs. One of these was teaching astronomy and space science at the Sixth Grade Educational Center in downtown Cleveland. Another was working with kids in a psychiatric hospital. Another was as a research assistant to a Professor doing experiments in operant conditioning. In the latter set of experiments, kids went into a large “Skinner Box” and pulled a lever for nickels. In front of them, during training, was a large red circle. Later, they continued to pull the lever but got no coins. During this phase of the experiment, they might be shown a smaller red circle, a red ellipse, a green circle and so on. During the time the kids were actually in the Skinner Box, there wasn’t much for me to do. So, I went out to the waiting room and used the blackboard there to teach the kids who were waiting a little astronomy such as the names of the planets and their “order” around the sun. Although my Professor was a behaviorist, he did ask me to debrief each kid as to what they thought about the experiment. To my astonishment, the kids who had heard my little mini-lecture about astronomy tried to relate what I said to the little circles and ellipses that were shown during the experiment. Of course, once they said that, I realized that to them, it made perfect sense to try to relate these experiences. After all, they came to the University, and here was the same guy (me) telling them about weird unusual things. Naturally, they tried to make one unified story out of it.

In graduate school, I got my chances for story telling to my kids but also at a more adult level. It was tradition for each sub-area within the Psychology Department to put on “skits” and I co-authored two satirical musicals, mainly about the professors (and still managed to get my degree). To show you how much on the edge I was, my advisor the first year was Dr. Reitman who studied cognitive psychology and artificial intelligence. One of the main characters in the play was “Dr. Brightman” whose student (played by me) was building an AI program and trying to impress a very cute grad student.

I told her my program simulated human thought. “Oh, really?” she replied. “Your program simulates human thought?”

“Absolutely,” I answered, “although for now, purely for convenience and ease of measuring accuracy, we’ve decided to focus on mathematical thinking as a representative domain of human thought.”

“I see,” she answered, “So, this program simulates the way humans do mathematical reasoning.”

“Precisely!” I continued. “Of course, because of storage limitations on our computers, we are initially focusing on arithmetic.”

Now, her brow furrowed to signal that she was less impressed. “So, you are saying your program actually does arithmetic problems?”

So, I said, “Indeed! Or, at least it will if I ever get the code debugged.”

Well, you get the tenor of this satire. (And, by the way, the hype in AI still exceeds the actuality by about the same ratio today 50 years later!) Looking back on it, I am very impressed that the Professors in the department were able to take it all as good-natured fun.

There were important stories told in graduate school. For example, my Professor in physiological psychology discovered the “pleasure center” in the rat brain. The reason he discovered it was his inexperience. He and his professor were doing research on stimulating the “Reticular Activating System” in rats. This part of the rat (and human) brain is important in keeping you awake and alert. A small current into this part of the brain makes the rat much more alert but is punishing to the rat. You can “prove” this by implanting electrodes into the brain and turning on a very tiny current (which is not painful in the sense of an electric shock) and then the rat will soon avoid whatever part of their environment they are in when you turn on the current. But something was terribly wrong with the rat that James Olds had prepared. Instead of avoiding the area, his rat was falling head over heels in love with that area! The rat kept going back for more! When the rat was “sacrificed”, it turned out that Olds had not waited long enough for the cement to dry and the electrode had moved forward into another area of the brain. A whole line of research grew out of this “mistake.” What was “good” here was that Olds and his professor did not try to hide this unlikely result or sweep it under the rug. Instead, they strove to understand it. Although there are certainly scientists who are not as honest as these two, by and large, people go into science in order to find the truth. Not many people go into science in order to make a career out of lying. If you want to be dishonest as a career, you’ll make much more money much more easily by becoming a con artist, or some kind of unscrupulous business person than becoming a scientist. I’m not saying it never happens, but it is a rather stupid path to take. Besides the fact that people who go into science want to know the truth (and do not go into it to get rich), there are all sorts of checks and balances in science to “weed out” dolts who lie about or cover up results.

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My interest in stories and my interest in psychology, though both strong, for many years stayed separate. At one point in my IBM career, I was trying various ways to study and improve a system called “The Speech Filing System” which later transformed into the “Audio Distribution System.” This was a system which functioned a little bit like an answering machine, but was much more sophisticated. One big advantage was that you called it on purpose to leave an audio message. This puts the user in a much better frame of mind than an answering machine. If you call a human being and expect to talk to a human being and instead, get an answering machine, you are (even to this day) more likely to leave a somewhat incoherent and incomplete message such as:

“Leave a message after the beep. BEEP!”

“Oh, hi. It’s me. I wanted to … well, I… I wanted to … maybe it’s .. . you know what? Call me back. I will be gone for an hour or so unless you call in the next ten minutes. Anyway, you know my number, right?”

Yeah, we’ve all been there. By now, a few decades later, people are not quite so surprised by an answering machine, but it still sucks.

Instead, if you called the Audio Distribution System, you knew ahead of time you were going to be leaving a message so you prepared it mentally. You could also easily edit or delete your message and start over. That is just a taste of its many features. But it was new; not just a new product, but a new concept. Furthermore in those dark days of the distant past, there were no mobile phones. People were not used to using something with twelve buttons for a User Interface. The system had a lot of functions but only twelve buttons. Speech recognition was too unreliable to be used for the command interface. So this provided something of a puzzle; how could the buttons be used to make a good interface. Luckily, there were plenty of psychologists on the case. In fact, the main inventor of the concept, Stephen Boies, had been a student of Mike Posner, one of the most brilliant experimental psychologists ever, and John Gould, a prominent and experienced member of the Human Factors Society was also on the project as was I. In addition, the team included Jim Schoonard and John Richards. John was another Posner student. We may have had the only project team with more psychologist by training than computer scientists! As it turned out, both John Richards and Stephen Boies ended up doing a lot of the programming and most of the maintenance.

By using standard processes of design, test, and re-design, we developed a good set of commands. Beyond that, the interface, prompts and documentation were all derived from a state transition table so that changes in the User Interface could be made fairly easily and the documentation could be automatically updated and kept congruent with each other. However, I felt the need for something else. It wasn’t that people had much trouble “figuring out” how to accomplish a particular thing with the User Interface. That, they could do. The problem was that many of them never thought to use the Audio Distribution System. It did not require anything different. There on the desk was your same old phone. (True, there was a little template of commands that sat around the square keys). The trick was, how do you get someone to send an audio message as opposed to calling someone or sending a memo or email? For that purpose, I found a bit of video story-telling to be more effective. I portrayed by voice over what was going through my head and modeling what I hoped the thought process of the user might become.

For a variety of reasons, the Audio Distribution System, although it became an IBM product briefly, never became a “best seller.” For one thing, it was inexpensive. That’s right, inexpensive. It provided a lot of function for the customer but not a lot of sales commission for the sales person. On the other hand, for the sales person to sell the Audio Distribution System required them to learn a whole new way of thinking and then a whole new way of convincing their customers. It was much easier, and much more lucrative, to sell the customer on more storage or processing power.

I happened to attend a talk at an IBM meeting by Shelly Dews who mentioned storytelling. She worked in Raleigh at the time on a new IBM suite of networking products. We ended up working together on what was essentially a story to explain to customers what Netview was and what it did. That seemed to work very well and people who read the “story” version remembered the concepts better than the standard form of documentation and training. However, at about that time, I had an opportunity to begin an Artificial Intelligence Lab at NYNEX and so left IBM for a dozen years. At NYNEX, I mainly sublimated my storytelling by writing a play and three novels and some day we’ll come back to that.

I also worked with Heather Desurvire to develop a variation on the User Experience technique called “Heuristic Evaluation.” In that technique, you basically ask people to look for issues in the User Experience. It works better if you use experts, but even non-experts can find many of the issues in the User Experience that would come out in tests.  The variation builds on people’s ability to use empathy. So, rather than simply being asked to find issues with the User Experience, people are told to look at the interface via a series of different perspectives; e.g., a cognitive psychologists, a worried mother, a physical therapist, a Freudian therapist, and so on. People who look at the interface in a variety of ways were able to see more issues and also to make more suggestions for additional features than folks who spent an equal amount of time simply looking at the interface (presumably from their “own” perspective). This relates to story in that people who enjoy stories must be able to experience what is going on in the hearts and minds of the characters in order to comprehend and enjoy stories. It’s a little disconcerting that education doesn’t spend more time improving on people’s natural empathic abilities.

It was not till I returned to IBM to work on “Knowledge Management” however, that I was fully able to marry my interest in stories with my interest in cognitive psychology and indeed with the applied field of “Human Computer Interaction.” I was lucky enough to manage a project for several years that was focused on the “Business Uses of Stories and Storytelling.” This is not the time or place to try to summarize all of that work here, but here are a few interesting tidbits.

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At the time, there was a fairly well-known commercial about “Knowledge Management” that claimed that the “secret” to “Knowledge Management” was “simply” to provide the right knowledge to the right person at the right time. Of course, it is anything other than “simple” but even assuming you could do that, it seemed problematic in concept. I immediately thought back to my college professor who taught German. Professor Maciw was Ukrainian by birth and spent most of World War II in a German Prison Camp which is where he learned German. Perhaps that was part of the reason he tended to be a bit on the sadistic side.

At the end of the first semester, rather than giving us a written test as most Professors do, he determined he would give us an oral exam. He prefaced this by saying, “Who is dis class vants A?” Well, of course, every student in the class raised their hand. Who doesn’t want an A? In our class, happened to be a young woman who had had four years of German in high school, and had lived in Germany for three years. Her German was quite a bit better than mine or anyone else’s in the class. He began with her. His method was simple but mind-boggling. He would begin with a question, always shouted, never spoken, such as “In story of small village, who was main character?”

She would begin with “Eric.”

He would then scream in somewhat broken English (never German), “Please to give complete sentence!”

She would begin answering in German in a complete sentence, but she would not get far. After about three words, he would shout: “Please to decline!” This meant that she would have to think back to the last noun she uttered and then say the noun with the various grammatical cases. Nouns in German all come with articles that differ according to whether the noun is masculine, feminine or neuter, as well as whether it is singular or plural and what the grammatical case is. And, so she would begin with the declination of, say, “Der Hund.”

But no sooner had she begun than he would scream, “In story of Hans, who was wife?”

So, she would say, “Erica.”

Then, the Professor would yell, “Please to say in complete sentence!!”

So, she would put it in a sentence and he would immediately interrupt with: “Please to conjugate!!”

This meant that whatever the last verb out of her mouth was, she would have to conjugate the verb.

This went on for about forty minutes. At last she broke down in tears.

I am quite sure she could have correctly answered any of his questions correctly. It wasn’t the information that was problematic. It was the way in which he interrogated her.

The professor strutted around the room for a few moments with his back turned to the class and then spun about facing us as he said, “NOW, who is dis class still vant A?” Only two of us, out of a class of about thirty raised our hands. Then he started on me. I poured buckets of sweat but did not panic or break down in tears. At last he curled the outer part of his lips down to his shoulders and shook his head a little up and down. Then he started out on the other student, Mr. Lepke whose main sin, I am pretty convinced was that he had been born in the wrong country though I no longer remember what that was. At least twenty minutes of a typical hour and half class were taken up by arguments (in English, or some semblance thereof) about European history. I honestly don’t think I recall a single fact from all that argumentation. In any case, Mr. Lepke’s turn began and after about two minutes the bell rang signaling the end of the double period. All of us left.

By chance, around dinner time, I ran into the professor at the student union. He eagerly strode up to me, his eyes ablaze, “Ah! I had Mr. Lepke in class for two more hours! Finally, he said, ‘No more Dr. Maciw No more, I beg you.’” Now, I have never been in a prison camp so I can’t really say what was up with that particular professor. And, I have to say that his method, although it may have temporarily broken the other two students, gave me a great deal of confidence. Nothing since has so far been as harrowing a verbal interchange. So, in a weird way, it was actually useful for job interviews, exam questions, presentations, and so on in later life.

In any case, the next semester, we were back. None of the three of us who had been questioned dropped out. One of the early spring lectures about European history, the professor stopped mid-sentence and said, “Vat is DIS?! Someone in my class passing notes?” He sped down the aisle and snatched the note out of a student’s hand, striding back to the front of the classroom. !” I vill read note in front of entire class!” 

In his loudest stage voice meant for hundreds of students, though we were only about thirty, he read, “Dr Maciw. Your zipper is open.” And, so it was. But here too, this was the right information, delivered to the right person, at the right time. So, it seemed to me that it was crucial to think, not just about the right information content getting to the right person at the right time. It was also very much about how that information was presented. Certainly, one way that information is presented with thought about how is in the story format. Stories are about emotions, feelings, character, relationships, in other words about people. And, by the way, it doesn’t matter whether the characters are doorman or ducks or dogs or dragons or demigods from Damian three or doctors. The stories are always about people. As a child, or as an adult, I am every bit as stricken with “Lady” in the “Lady and the Tramp” as if she been a beautiful woman. I know just how Tramp feels!

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Another interesting feature of stories as a communication medium is that they allow us to talk about the union of our experiences rather than the intersection. In business, one reason the meetings are almost universally boring is that everyone must frame everything into a single corpospeak which tends to be gray and rectangular. Stories, on the other hand, are a different matter. They come in a huge variety of shapes, sizes, colors, textures, smells, tastes, and movements. Since each is about people, the variety of possible characters is essentially infinite.

Another consideration about stories is that they tend to focus on the edges of human experience rather than the “central tendency.” The universe is a complicated place, full of wonderful and dangerous surprises. Try as we might, we can never step in exactly the same stream twice. Our knowledge is limited and our personal knowledge is very limited. But, we can learn from the experiences of others. We find this especially interesting if it is something on the edges of human experience. In the same way that we find the largest and smallest and fastest mammal to be interesting, we find it interesting to see what happens when the vilest criminal imaginable falls in love with the nicest person on earth. It makes us consider what we would do; it makes us see the question of “what is love, anyway?” in a new light. A story, in other words, is far more than “mere entertainment.” It can literally be life-changing.

Charles Dickens, for instance, is largely credited at least by some for ultimately improving conditions for the poor in England. Little Tom’s Cabin, by Harriet Beecher Stowe opened the eyes of many to the horrors of slavery in a way that statistics could never do. Why? Because if you actually read the story with an open heart, you become just a little, of a slave. And, hopefully, of course, you realize that whatever pain you feel in merely reading about something hateful, terrifying, or despicable is only a teeny fraction of the pain a person actually experiencing these things would feel.

David McClelland, a former Harvard professor of psychology helped develop a three factor theory of needs: Need for Achievement, Need for Affiliation, and Need for Power. Some people, and some organizations, have various mixtures of these needs. I identify personally a lot with the need for achievement. I want to find problems, solve them, get things done, understand how things work, improve things, etc. I also identify a lot with the Need for Affiliation. I like people. I like their variety and their surprise. I do not identify much at all with the Need for Power. I like it okay, but only when it’s combined with the other two. If I am in charge and I can make good decisions and genuinely feel that I am doing what’s best for the entire group, I am totally fine with being in charge. But the instant I feel like I want to manipulate someone or bully them or make them do something so that I personally benefit, I will quit. I want no part of that.

McClelland studied children’s literature and found that over time and cultures, these needs were more or less in evidence. What he further found was that about forty years after a particular need was most prevalent in the children’s literature, that need begin to manifest itself in society. Whenever, for instance, the need for Achievement was exulted in most children’s stories, then, when those people grew up and began to make decisions and impact life, that society embodied that need and people made a lot of advances with relatively little violence. On the other hand, when the need for power was prevalent, then the adults raised on those stories had a generation with lots of heat and not much light; a lot of violence but not much progress. Stories are powerful.

Let’s now briefly revisit Jacob’s Ladder, the peddler’s toy that fascinated me so much as a small kid. Recall that the Peddler told a story as he demonstrated Jacob’s Ladder. This was no random story, after all. I recall now that in the story, the various tiles/blocks represented places such as a house or temple. The coins used in the story stood for people. So to my five year old imagination, this was not about coins disappearing and reappearing, though that would be a good trick. No, this was about human beings, being in one place and then, suddenly disappearing from that place and then reappearing in another place! Holy Toledo! If that could happen to Jacob and his brother, maybe it could happen to me! This was magic I had to understand! I didn’t realize this until this moment.  I bought one of these for my kids, and they failed to show anything like the level of interest in it that I had. But, I never told them the story.

What is your story?


UPA talk about stories with more links and references about story

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Selection of my short stories

Pros and Cons of Artificial Intelligence

29 Thursday Sep 2016

Posted by petersironwood in Uncategorized

≈ 2 Comments

Tags

AI, Artificial Intelligence, cognitive computing, emotional intelligence, ethics, the singularity, Turing, user experience

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The Pros and Cons of AI Part Three: Artificial Intelligence

We have already shown in the two previous blogs why it more effective and efficient to replace eating with Artificial Ingestion and to replace sex with Artificial Insemination. In this, the third and final part, we will discuss why human intelligence should be replaced with Artificial Intelligence. The arguments, as we shall see, are mainly simple extrapolations from replacing eating and sex with their more effective and efficient counterparts.

Human “intelligence” is unpredictable. In fact, all forms of human behavior are unpredictable in detail. It is true that we can often predict statistically what people will do in general. But even those predictions often fail. It is hard to predict whether and when the stock market will go up or down or which movies will be blockbuster hits. By contrast, computers, as well know, never fail. They are completely reliable and never make mistakes. The only exceptions to this general rule are those rare cases where hardware fails, software fails, or the computer system was not actually designed to solve the problems that people actually had. Putting aside these extremely rare cases, other errors are caused by people. People may cause errors because they failed to read the manual (which doesn’t actually exist because to save costs, vendors now expect that users should look up the answers to their problems on the web) or because they were confused by the interface. In addition, some “errors” occur because hackers intentionally make computer systems operate in a way that they were not intended to operate. Again, this means human error was the culprit. In fact, one can argue that hardware errors and software errors were also caused by errors in production or design. If these errors see the light of day, then there were also testing errors. And if the project ends up solving problems that are different from the real problems, then that too is a human mistake in leadership and management. Thus, as we can see, replacing unpredictable human intelligence with predictable artificial intelligence is the way to go.

Human intelligence is slow. Let’s face it. To take a representative activity of intelligence, it takes people seconds to minutes to do simple square roots of 16 digit numbers while computers can do this much more quickly. It takes even a good artist at least seconds and probably minutes to draw a good representation of a birch tree. But google can pull up an excellent image in less than a second. Some of these will not actually be pictures of birch trees, but many of them will.

Human intelligence is biased. Because of their background, training and experience, people end up with various biases that influence their thinking. This never happens with computers unless they have been programmed to do something useful in which case, some values will have to be either programmed into it or learned through background, training and experience.

Human intelligence in its application most generally has a conscious and experiential component. When a human being is using their intelligence, they are aware of themselves, the situation, the problem and the process, at least to some extent. So, for example, the human chess player is not simply playing chess; they are quite possibly enjoying it as well. Similarly, human writers enjoy writing; human actors enjoy acting; human directors enjoy directing; human movie goers enjoy the experience of thinking about what is going on in the movie and feeling, to a large degree, what people on the screen are attempting to portray. This entire process is largely inefficient and ineffective. If humans insist on feeling things, that could all be accomplished much more quickly with electrodes.

Perhaps worst of all, human intelligence is often flawed by trying to be helpful. This is becoming less and less true, particularly in large cities and large bureaucracies. But here and there, even in these situations that should be models of blind rule-following, you occasionally find people who are genuinely helpful. The situation is even worse in small towns and farming communities where people are routinely helpful, at least to the locals. It is only when a user finds themselves interacting with a personal assistant or audio menu system with no possibility of a pass-through to a human being that they can rest assured that they will not be distracted by someone actually trying to understand and help solve their problem.

Of course, people in many professions, whether they are drivers, engineers, scientists, advertising teams, lawyers, farmers, police officers etc. will claim that they “enjoy” their jobs or at least certain aspects of them. But what difference does that make? If a robot or AI system can do 85 to 90% of the job in a fast, cheap way, why pay for a human being to do the service? Now, some would argue that a few people will be left to do the 10-15% of cases not foreseen ahead of time in enough detail to program (or not seen in the training data). But why? What is typically done, even now, is to just the let user suffer when those cases come up. It’s too cumbersome to bother with back-up systems to deal with the other cases. So long as the metrics for success are properly designed, these issues will never see the light of day. The trick is to make absolutely sure than the user has no alternative means of recourse to bring up the fact that their transaction failed. Generally, as the recent case with Yahoo shows, even if the CEO becomes aware of a huge issue, there is no need to bring it to public attention.

All things considered, it seems that “Artificial Intelligence” has a huge advantage over “Natural Intelligence.” AI can simply be defined to be 100% successful. It can save money and than money can be appropriately partitioned to top company management, shareholders, workers, and consumers. A good general formula to use in such cases is the 90-10 rule; that is, 90% of the increased profits should go to the top management and 10% should go to the shareholders.

As against increased profits, one could argue that people get enjoyment out of the thinking that they do. There is some truth to that, but so what? If people enjoy playing doctor, lawyer, and truck driver, they can still do that, but at their own expense. Why should people pay for them to do that when an AI system can do 85% of the job at nearly zero costs? Instead of worrying about that, we should turn our attention to a more profound problem: what will top management do with that extra income?

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Turing’s Nightmares

 

 

Pros and Cons of Artificial Insemination

27 Tuesday Sep 2016

Posted by petersironwood in psychology, Uncategorized

≈ 2 Comments

Tags

AI, Artificial Intelligence, cognitive computing, emotional intelligence, ethics, the singularity, user experience

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The Pros and Cons of AI: Part Two (Artificial Insemination).

Animal husbandry and humane human medical practice offer up many situations where artificial insemination is a useful and efficient technique. It is often used in horse breeding, for example, to avoid the risk of injury that more natural breeding might engender. There are similarly many cases where a couple wants to get pregnant and the “ordinary” way will not work. This could be due to physical problems with the man, the woman, or both. In some cases, it will even be necessary to use sperm from someone who is not going to be the legal father. Generally, the couple will decide it is more acceptable emotionally if the sperm donor is anonymous and the insemination is not done via intercourse.

But what about all those cases where the couple tries and indeed, succeeds, the “old-fashioned way.” An argument could certainly be made that all intercourse should be replaced with AI (artificial insemination).

First, the old-fashioned way often produces emotional bonding between the partners. (Some even call it “making love.”) No-one has ever provided a convincing quantitative economic analysis of why this is beneficial. It is certainly painful when pair-bonded individuals are split apart by divorce or death. AI would not prevent all pair bonding, but it could help reduce the risk of such bonds being formed.

Second, the old-fashioned way risks the transmission of sexually transmitted diseases. Even when pairs are not trying to get pregnant and even when they have the intention of using forms of “protection”, sometimes passion overtakes reason and people, in the heat of the moment, “forget” to use protection. AI provides an opportunity for screening and for greatly reducing the risk of STDs being spread.

Third, the combinations of genes produced by sexual intercourse are random and uncontrolled. While it is currently beyond the state of the art, one can easily imagine that sometime in this century it will possible to “screen” sperm cells and only chose the “best” for AI.

Fourth, traditional sex if often quite expensive in terms of economic costs. Couples will often spend hours engaging in procreational activities than need only take minutes. Beyond that, traditional sex if often accompanied by special dinners, walks on the beach, playing romantic music, and often couples continue to stay together in essentially unproductive activities even after sex such as cuddling and talking.

There are probably additional reasons why AI makes a lot of sense economically and why it is a lot better than the old-fashioned alternative.

Of course, one could take the tack of considering life as something valuable for the experiences themselves and not merely as a means to an end of higher productivity. This seems a dangerously counter-cultural stand to take in modern American society, but in the interest of completeness, and mainly just to prove its absurdity, let us consider for a moment that sex may have some intrinsic and experiential value to the participants.

Suppose that lovers take pleasure in the sights, sounds, smells, feels, and tastes associated with their partners. Imagine that the sexual acts they engage in provide pleasure in and of themselves. There seems to be a great deal of uncertainty about the monetary value of these experiences since the prices charged for artificial versions of these experiences can easily vary by a factor of ten or more. In fact, there have been reports that some people will only engage in sex that is not paid for directly.

So, on the one hand, we have the provable efficiency and effectiveness of AI. On the other hand, we have human experiences whose value is problematic to quantify. The choice seems obvious. Sometime in this century, no doubt, all insemination will be done artificially so that everyone (or at least some very rich people)  can enjoy the great economic benefits that will come about from the increased efficiency and effectiveness of AI as compared with “natural” sex.

As further proof, if it is needed, imagine two island countries alike in every way in terms of climate, natural beauty, current economic opportunity, literacy and so on. In fact, the only way these two islands differ is that on one island (which we shall call AII for Artificial Insemination Isle) all “sex” is limited to AI whilst on the other island (which we shall call NII for Natural Insemination Isle) sex is natural and people can spend as much or as little time as they like doing it. Now, people are given a choice about which island to live on. Certainly, with its greater prospects of economic growth and efficiency, everyone would choose to live on AII while NII would be virtually empty. Readers will recognize that this is essentially the same argument as to why “Artificial Ingestion” should surely replace “Natural Ingestion” — cheaper, faster, more reliable. If readers see any holes in this argument, I’d surely like to be informed of them.

Turing’s Nightmares

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