Don’t make me think…

We have become a culture of easy, quick, right at your fingertips. The iPhone has changed the way we look at the world, what we expect, and how we expect to consume information, apps, and really anything that is easily accessible.

On my flight back from Shanghai I finished reading a book called: “Don’t Make Me Think: A Common Sense Approach to Web Usability” by Steve Klug. I love the title of his book as it is spot on. I would rather frequent a website that does not make me hunt and peck for the information I need. Obviously there are plenty of websites that you do not have a choice and have to use. Your banking, credit card, local water company or trash service website all mean you either call them or get what you get on their website.

I am still always in awe of how quickly smartphones, the web, and apps have made it that we do a zillion things all within a tiny little device. I remember maybe 5 years ago, I was still using an old school flip phone that did not even have a camera, while Chris had a Razr phone. At the time the Razr was so slim and such a big deal. Eventually I upgraded from my old school phone to an iPhone 3 and well, my life was just never the same. Klug explains this well in this comment:

“Just consider how many things the smartphone allowed you to carry in your pocket or purse at all times: a camera (still and video, and for many people, the best one they’d ever owned), a GPS with maps of the whole world, a watch, an alarm clock, all of your photos and music, etc., etc.” page 144

Think about how much you do on a daily basis on your phone. How many people do you communicate with daily, hourly, each minute? How many pictures and videos do you take and share? How often do you check your stocks? The news? How many games do you play? How often do you interact with social media? How much do you manage your finances right from your phone? Do you check the weather daily? Get directions to that new restaurant? Listen to music? Track your flight? Surf the Internet? Do you manage your life, grocery, and errand lists on your phone? Oh, and the old school part of it all, how often do you even use your phone to talk to someone?

Later Klug says:

“And think about the fact that for most people in emerging countries, in the same way they bypassed landlines and went straight to cellphones, the smartphone is their first—and only—computer.” page 144

It would blow my mind if my cellphone was my first computer. That would be like driving from zero to 100 in seconds. We have become so picky about user interface. We want easy, clean, and simple. The great part is that most of the time we have access to so many options. The even better news is that our options are only going to get better and better. Allowing us to do so many things on autopilot without having to think. With great design our lives become that much easier. My only concern is that we do not lose our capacity to think critically.

Oh how I hate hold music.

How often do you call your cable company, or your credit card company and either have to listen to a zillion annoying little prompts to get to where you want to go, or you wait on the line for what feels like eternity only to listen to their hold music?

I can adamantly say that I have never once said to anyone: “Oh, xxxx company has the most amazing hold music.” Why is that? Why is waiting on hold to be helped so excruciatingly painful? Do they hope that most of us will hang up the phone out of boredom, anguish, and insanity and instead go online and send them an email? I try to do that as much as possible, but there are just certain things that need to be handled by a live person. I will give you a few examples:

_When your cable company (ahem, Comcast) continues to screw up your bill every month since you moved in 10 months ago. No email will ever be able to truly shed light on your true frustration, only duking it out with a live person will hopefully grant you the discounts and offers you deserve.

_Anything having to do with financial information, credit cards, and bank accounts should be handled online. Yes I am old school. I prefer a live person to mess up my account, then a live person behind an email. At least I can ask for my phone call to be escalated, and hopefully my phone call was “recorded for quality purposes.”

_You enjoy connecting with other people, making their day, and generally being the world’s nicest customer. I know a few people who fit that description, and they are the cream of the crop. If only we could have their patience.

I digress. This all started out being about hold music. I still do not understand why they have not invented hold music that connects you to Pandora or Spotify and lets you jam to your current selection. Maybe customer service representatives will find their customers happier, more patient, and generally not going insane by hearing the same song for the 37 minutes they waited on hold. Of course that song was interspersed with a few ads for lower interest rates, or how you could be saved money, with the additional message of how many other customers are in front of you in the queue.

#needmorepatience4holdmusic