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Friday Philosophy – Flippin’ Technology

Sometimes I think I would have been a Luddite or a member of other groups who have trashed new technology in frustration. Some days, I can just scream at it. You would think having worked in Information Technology for so long would make me more of a fan, but it actually makes me worse – as I know there is no need for there to be so much wrong with the electronic dross we all have to deal with day-to-day. And if I, someone who has used (heck, even programmed) computers for 3 decades, have trouble with these damned things, how frustrating must “normal” people find it?

Tesco Challenge - original on RevK Rant's blog

Tesco Challenge – original on RevK Rant’s blog

Take this morning’s source-for-a-rant. Self checkouts in supermarkets. I had popped into Tesco to get the weekend’s rations of baked beans, wine and cat food and there were large queues for all manned (though, I should more correctly say, mostly womanned) tills. And almost no queue for the self-service ones. We all know why almost no queue for the self-service ones, most of us hate them. But I had to get back home for a UKOUG conference call and there was very little chance the three-people-deep queues would be negotiated in time, so I manned up and went to one of the vacant screens.

Have I mentioned I’ve been using computers since before Wayne Rooney, Keira Knightley or Michael Phelps were born? So I have some affinity and experience to navigating screens of information. But, like all of theses devices, using them is painful. Given they are designed to be used by everyone including idiots, why is the “UX” so low? Why does the important information appear at different spots in the screen at different times? Why does there seem to be no button to press for a simple, key-word triggered guide (“How to weigh Veg?” Oh, look up there, press the correct icon, look down there and press another and then finally click over here to say “yes I really did ask you to weigh some bananas” – that would be nice). Why does the Waitrose one make me swipe my card to pull up my scanned items but insist I shove the card up the slot to pay? Plus all the times you have to get some human to come over and confirm you are over 18 (I need to be 18 to buy expanding foam?!?) or don’t look suicidal. I’m not being funny but the age check is just not needed, if I am using a credit card it can know I am 18 or over (you cannot you have a UK credit card under 18, partly as you are not allowed to sign up for a credit agreement below that age and if I am using someone else’s credit card, me buying a bottle of wine is the least of the potential issues). To give them their due, at least our local Tesco (unlike many other stores I have used around here) have someone on hand to constantly swipe, press, tap and harass the machines into playing correctly.

I can’t believe how badly these self service checkouts work. I can’t believe the companies have not tested them extensively with real people (I know, they claim to, but then I’ve seen “user system testing” in big banks and it is shockingly poor). How can they think such terrible systems are good for business? That people still insist on queuing for checkouts with real people rather than use them must tell the companies something! Why can’t these systems be better designed. Why are they so painful to use? It can’t be me. Maybe it is me….

Next rant. My internet & email supplier. Hi BT. BT, you are crap at running your internet & email service. I’ll only mention in passing the regular episodes of slow internet, the times mail seems to struggle to keep moving, the harassing emails to buy more allowance as I am reaching my limit…for the prior month (“HI BT, I think I might pop back in time and download 15 films last March, can I have more allowance for than as I’d used over half my limit”) – but I am going to complain over the fact that for the last 5 weeks now, each weekend you stop accepting valid connection requests from my Laptop – but allow them from my iPhone. So my account/pwd is working fine. But no, from the PC you tell me I have to validate my account. So I log on to the web site and as soon as I put in my details you tell me I have to change my password as there has been too many failed attempts at access my account? Well, if they failed, I chose a decent password maybe? Trying to force me to change it is likely to make me change it to something simpler maybe? Especially as this is the fourth time this month… but then, usually the system fails to actually process my password change and just hangs. My iPhone still keeps working with the old details and, usually by the next day, the errors have gone and I can access my mail with my old details with a real machine again too. My conclusion has been that it’s their software screwing up. Each. And. Every. Weekend.

It’s got worse, it now fouls up some workdays too. And I made an interesting discovery. When I log in to the web site to validate myself, if I put in a password of “scr3wy0uBT” – it accepts it and puts me into the Change Your Password screen exactly the same as before. No, my password is not “scr3wy0uBT” {it rejected it when I tried…}. So top security there. Whatever is happening, it’s just…..pants {UK phrase, it means “utterly rubbish”. Pants are not trousers, they are undergarments, you strange Americans.}

What is BT doing wrong to have this problem keep happening? Is this a good “UX” experience for me and all the other people who seem to have similar issues? Is it so hard to sort this out?

What was the third rant? Oh yes. Windows 8. Too many people before me have vented spleen and given pieces of their mind on Windows 8 for me to be able to add any more to the pile, but what I cannot fathom is, as soon as they got the almighty ass-kicking that they did for ballsing up the Start Button/Menu, why did they not in the next version just put it straight back as it was?. Or put out and advertise a simple “patch” to put back what millions of people were screaming they wanted back? All I can think is someone’s ego was too large to wave their hands in the air and say “Oh boy, did we make a dog’s dinner of that – let us help improve your “UX” and our reputation by fixing that straight away”.

Final rant. Games. Computer Games. I like running around shooting things. It gets rids of some of the IT-In-Daily-Life anger. But I am not very good at it and my broadband connection is slow and a bit laggy, so I am not interested in running around shooting things with friends. The same broadband issues mean I also don’t want to spend 4 hours downloading a game, I want to buy it in a floppy disc…..I mean CD…. Errr, DVD… and play it. So I went to this place called a “shop” and I bought a game on media in a box and checked the packaging. No where did it state I have to have an internet connection. I get the DVD out (hmm, there are actually three), put it in the machine and 30 mins later the software is loaded. And now it FORCES me to register with some crapola online gaming site to register my copy (like, if I had a bootleg version that would not be the first bit they strip out) and that takes an hour to download it’s own shitty software. That done, it will let me fire up the game – that immediately bombs out to download the latest patch (which I think it the crapola online site’s version) and that takes two hours as it is obviously much, much more than a patch. I suspect it is the whole damned game again. This is not a “UX” I wanted and, you can bet, next time I buy a game, crapola online gaming company is one thing I will be looking to avoid. It does not help that said game won’t fire up without logging into said game site or making me watch a minute of adverts about who wrote the game on who’s graphics card using what game engine. Thankfully a few minutes on the net explained how I could avoid all of that. But why do I have to take steps to stop these companies annoying me and, this is the bit that confuses me, what makes these companies think I’ll be impressed by being repeatedly exposed to their adds that I don’t want to see? I’ll just despise them a little bit more each time.

I just don’t get it. The number one thing any IT system needs to achieve is User Acceptance (as I have said before, if you check the link). Why do so many large companies miss this and inflict on the world a seriously sub-standard experience of IT and technology? If someone like me who has driven a screen, a keyboard and a mouse for 3 decades, understands some of the limits to IT and must have at least some brains in his skull, if I get endlessly caught out, befuddled and simply screaming-out-loud-frustrated by crap IT, how is my poor old mum (and everyone’s poor old parents) supposed to cope?

I’m going to become a Lumberjack. Chainsaws do not have screens and keyboards.

No I.T. Hassles Here

No I.T. Hassles Here