Today, I want to look at how and why UX seems to be so routinely awful in our daily digital lives, and what this has in common with broken toasters and racism. These ideas have been floating around in my head for quite a while. The need to finally write them down was triggered when I commented on this thread, but here I want to give a more developed version.
What is UX and how is it so bad ?
I couple of years ago I went to an astronomy software conference and I was delighted that there was a big focus on user experience. For those unfamiliar, UX is closely related to, but not the same as nor exclusive with, user interface. It involves much more about how things behave, whether things do what the user expects, how many steps they need to execute a command, how easily they can figure out what to do, that sort of thing.
This pleased me greatly because almost all astronomy codes are, or at least were, written as command-line based and come with minimal documentation. This is fine when it’s just for one’s own use, but releasing such a thing to the world and saying, “here, read my Python script” is surely ridiculous if you ever expect anyone to actually use it. And yet this is absolutely standard practise in the world of astrophysics.
I, for one, don't want to read code. I want to read things I can read, not have to parse.
So for bad UX, astronomers are guilty as charged. What’s particularly annoying is that there persists a (somewhat subconscious) undercurrent of belief that things are somehow better as command line tools and GUIs are actually something to avoid, or even that code itself should be difficult to use and uncommented because you should never use something you don't fully understand and must have suffered in order to do so.
Yes, some of my compatriots are actually mad.
But then the more I’ve thought about it, the more I’ve noticed this sort of thing everywhere. Not to the same degree, but the same root issue – a fundamentally sub-optimal UX – appears in so many places where it really, really shouldn't.
To be fair to astronomers, this is somewhat justifiable from a group who are focused on the results and think that UX is a “soft” feature... but multi-billion dollar companies whose product is aimed at the general public surely ought to know better. The following list is by no means complete, but it should give a fair indication of the state of things. I've deliberately curated this to be (mostly) things which are quickly obvious when using an app or service, and when a straightforward profit/engagement motive isn't readily apparent. The reasons for those kinds of failings are self-evident; the reasons for the following frustrations are maybe a bit more interesting.
- Amazon recommendations for the thing you’ve just bought, as though it wasn't obvious you wouldn't immediately need another expensive sofa or five dishwashers
- The NatWest banking app repeatedly insisting I can't use biometric information to log in even though I demonstrably can
- Transport apps (planes, trains etc.) not syncing with local board information or even given conflicting information about delays and statuses
- Streaming services that bury the “continue watching” list, continuously change the category orders, and make it incredibly easy to accidentally skip halfway through an episode instead of pausing it
- News websites which are so plastered with ads that the content is literally unreadable. Ads for profit make complete sense, but so many that you actually can't access what you came for do not
- The total lack of explanation given on Google Pay as to why I can't verify my card, only to find that one day it's spontaneously verified itself
- The UK passport replacement service continuously jumping the page around when I want to enter anything in the entry fields on my phone
- The relentless, unending stream of cookie acceptance/refusal windows
- Constant demands for notifications and subscriptions (yes, I get the point of these, but did nobody implementing these ever think, hmm, maybe this will annoy me so it will actually be counterproductive ?)
- The utterly awful "summarise this email" feature in Gmail which nobody asked for, to say nothing of Google's ludicrous attempt to replace actual search results with AI hallucinations
- The incredibly irritating micro-delay when trying to switch workspaces on Windows (yes, Linux fans, I'll let you have this one : Linux does this much better)
- The abyss that is infinite scrolling everywhere with no ability to save your place
- GitHub having the same labels for different things in different places that do different things
- Actually, just simply... GitHub, all of it
- Similarly, Linux (workspace switching notwithstanding)
- Expedia's constant notifications of miniscule prices changes while booking (although this is not as bad as it used to be)
- The lack of a CTRL+F search function in the ChatGPT app, no pagination, minimal ability to organise with folders and no ability to export them
- Inconsistency in language settings with some McAfee (among others) pop-ups still being in Czech despite the fact that I've told the app not to do this
The list could go on. And on. This kind of thing is everywhere.
Now this is not a first-world-problems rant, for the above list has also been chosen to only have things which are annoying, but don't render things truly unworkable. Unfortunately, this makes the problems all the more intractable. Serious problems usually get fixed quickly, but less important ones can persist indefinitely even when they're trivial to fix. But why ?
It's all the fault of those frackin' toasters
This is an an example of what I call broken toaster syndrome : you won’t fix your toaster if it’s only slightly broken, like if the handle gets a bit wonky. Most people, most of the time, accept problems when they can work around them. It's only when they hit that threshold of being genuinely unusable, when the handle comes fully off, that they actually do anything about them. The result is an accumulation of issues that never needed to happen, things that make simple tasks maddeningly frustrating for no good reason.
In the digital world, hardly anyone is going to file a complaint because a button wasn’t where they expected it to be or the icon size is bit too large. They’ll just put up with it. And dedicated UX testing can easily overlook things if it’s given to the original developers who already know how to use the tool, or it’s so limited that nobody actually gets the experience of what the thing is like to use routinely and in anger (when users may be stressed and in a hurry), as opposed to a single dedicated session (where they're likely to be a lot more patient).
So, just as with problematic hardware, digital stuff gets asymptotically degraded to the realm of being bloody awful to use whilst being technically functional. Genuinely brilliant underlying code gets an interface which isn't user friendly but is actively user hostile.
Which brings me back to astronomy. Simplifying slightly, I once asked why the FLASH hydrodynamics code doesn’t come with some built-in tool for setting the initial conditions. The answer being… this was too easy ! They’d rather focus their attention on developing new features than making the existing ones easy to use (which would simplify this for new users by many orders of magnitude), on the grounds that this could be done at any time… the result, of course, is that it never gets done at all. Paradoxically, the easiest changes can be the ones least likely to be implemented.
Being pro or anti-AI is like being a racist
It's been suggested that all this is the result of AI, because blaming everything on AI is a way to win instant popularity on the internet. But I don't think this is much the case, or at least, that the claim needs heavy qualification. Similarly, a couple of recent articles about the declining power of Google search are worth reading in full : the current, apparently terminal decline is indeed dominated by Google's balls-deep obsession with implementing AI as badly as possible, while previous occasions when the quality declined – and it certainly did both wax and wane over the years – were due to other factors.
Make no mistake : AI is definitely a contributing and sometimes a dominating reason behind some UX decay. But I think the underlying cause is a bit like the recent prudish age-gate checks on internet service providers : no-one wants to complain their porn is blocked because they're embarrassed, and likewise, nobody wants to complain about any minor problems they encounter so they just get worse and worse. AI simply isn't necessary as an explanation here.
Likewise, I've come to the conclusion that being pro-AI is a bit like being a nationalistic bigot and being anti-AI is like being a racist : they are both absurd generalisations, both ends of the same horseshoe*. To say AI use will definitely make everything better is like being a Reform voter who constantly chants about how the British flag is amazing and lacks any knowledge of the history of how that flag was regarded worldwide. But equally, to say AI will only make things worse is like another Reform voter (or perhaps the same one) insisting that everyone who isn't British is just an awful person who should be excluded from society at all costs.
* At least, that is, as far as concerns go about how AI is used – I'm not going into energy use or legal concerns about data acquisition here. Those are legitimate issues, but separate.
The point is that you can use it in different ways. If you have the mindset that UX is useless, you'll just use AI to add more and more features in a chaotic UI that eventually makes no sense even to experts. That's not the AI's fault, that's yours for being a moron.
If, on the other hand, you think that UX is valuable and take it seriously, you can use AI to help you tremendously here. The speed of AI-implemented code changes means that you can afford to spend at least a bit of time doing your own testing. You can now run through your UI and check everything works as expected and get a feel for actually using it, rather than coding once and insisting users follow the documentation (if you even write any) : you can adapt to the users rather than forcing them to adapt to your code. AI, in some conditions, will finally allow you to fix that damn toaster.
Hence, racism and bigotry. It's madness to say that all AI is unanimously bad just as it is to say that all British people are cunts, and conversely, it's equally crazy to claim that it's all brilliant and that all British people are magnificent specimens of humanity. "It's bad because it did this one thing I don't like, and all the good stuff doesn't count" is just classic rotten-cherry-picking racism.
Okay, but if AI can fix a broken digital toaster, does that mean it will ?
I'm optimistic that this will help astronomy quite a lot : since almost all code is open source here, it becomes possible to tailor the experience to suit one's own needs. This still requires effort – you have to really think about how you want things to work, you absolutely cannot simply tell the AI to "make things better" – but at least now it crosses the threshold for possibility. Astronomers, at least, can afford to spend a few hours here and there asking AI to make UX improvements; they could not previously afford to spend weeks learning other's people's code in order to move one button to a different panel. After all, you'd likely fix your toaster yourself if a) you knew how and b) it wouldn't take long.
I saw a meme asking if people using AI could actually be persuaded to stop, directly comparing it to meth addiction. In my case the answer is yes, I could and would still do my job without it. But this misses the point that I'd have to work in a world full of broken toasters with no real possibility to fix them. AI at least offers a path out of this in way that nothing else has ever come to close to offering.
Elsewhere, though, the effect is harder to gauge. Giant corporations have always had the resources for UX refinement, they just often choose not to bother. There's no reason to think that making this easier will actually lead to them doing anything differently; quite likely, some of them will prioritise making more toasters over fixing the ones they already have.
How we go about changing such attitudes I don't know. Heck, I may well be unusually irritated by digital defects; maybe everyone else is happy enough with the way things are. Certainly there are more pressing issues... but I can't help wondering if maybe the continuous low-grade defects in digital UX aren't having some cumulative effect. Could it be that having to deal with all this is part of why so many people seem so angry despite ostensibly living in an age of material wealth and technological wonders ? And wouldn't it be nicer if things just worked ?