Designing technology for its users, not for the convenience of its designers

There is a disease among software and application designers that is spreading rapidly.

It is assumed that the software developer knows best what its users want to achieve, often without conducting thorough research and surveying potential answers.

Everyone’s brain and interpretation of software user experience (UX) are different. Some people are “visual,” responding well to icons, illustrations, sounds, and moving images. Some are “textual,” in effect reading instructions carefully and not needing infographics unless their use is infrequent and irregular. What it really comes down to is how well people handle the ability to change.

Unfortunately, you’ll never be able to combine the two; until now, there’s always been a trade-off between designing UX that “flows” visually and providing enough written prompts and popups to satisfy those with a more lexical bent.

But as we just said – until now.

The good news is that, according to a source from an internationally renowned think tank on digital adoption, by leveraging a platform known as DAP (Digital Adoption Platform), different people can be helped in different ways, according to their specific needs.

DAPs use artificial intelligence (AI) to hyper-personalize the way people adapt to technological change. As a result, the benefits are starting to revolutionize the way we learn to adapt to new ways of living and working. First, let’s look at some of the reasons why people often struggle to cope with accelerating digital adoption.

Complex Generation Game

One of the main differentiating factors between whether someone is a “visual” or “lexical” learner is often the age of the person. Generation Z and those born after the invention of the internet and the widespread use of computers are most reliant on images and icons to understand the world around them; in particular, how to use software.

But people in their late 40s and older, those born before, say, 1980, often have difficulty with new technology. In the mid-1990s, computers began to become more common in the home and office. Assuming you were born in 1980 and got your first job or started college at age 18, by 1998, computers were popping up everywhere, at work and at home.

As a result, Millennials and Generation Z (those born anytime between 1981 and around 2010, respectively) tend to be much more computer-savvy and accepting of new technologies than the Baby Boomer generation. This “Baby Boomer” generation is loosely defined as those born between 1946 and 1964.

To complicate matters further, halfway between “Boomers” and “Millennials” is “Generation X” (which is also the name of a famous British punk band formed in 1976 by Billy Idol, really good…). Generation X was born between 1965 and 1980.

And here’s the real problem. There’s so much technology out there now that it’s very hard to avoid it, try as you might. Some people, from early Gen X to older Boomers, really struggle with having to use mobile devices for almost everything. Especially when many of those new things just don’t work the way they should.

For example, if you want to buy a train ticket, in most cases it will be an app screen that you have to scan at the platform barrier, not a convenient credit card-sized piece of cardboard that you can keep in your purse or wallet. And paper tickets don’t run out of batteries…

There is a school of thought, especially among baby boomers, that says that many apps and new devices change very quickly just so their designers can make more money; in practice, this is designed to solve a problem that doesn’t exist.

There are also techies in large corporations who blindly believe that their technology is infallible, and if everyone else has a problem using it, it is due to user incompetence, not poor UX. A very funny example of this was presented by the British BBC in a funny YouTube clip. It perfectly sums up the technology designer vs. user debate.

On the other hand, we also have early adopters (most often Apple device owners) who eagerly await each new update or next version of the iPhone.

But these are just a few examples out of thousands. Too much screen time, too much social media, and too much reliance on technology is damaging some people’s mental health. Work-life balance is being negatively impacted by technology, and there are those who say enough is enough. However, unless you want to live like a hermit in a Nepalese cave, you’re stuck with it.

One age for all

So how can people of all ages and generations find a way to adapt to these changes in technology that are often thrust upon us? As we face the consequences of an aging population and the need for seniors to work longer into retirement, implementing AI is a workplace issue that many HR departments will have to grapple with.

We mentioned above that our savior may be DAP – Digitization Implementation Platform.

DAPs work by adding a “teaching layer” of software that runs alongside the main application for which they were designed. Instead of the overly simplistic and often annoying automated prompts that pop up on software screens, DAPs only step in when they learn why and how the user is likely to make a mistake.

DAPs achieve this by using AI algorithms that predict whether a person will make a common mistake. Or even a rare type of mistake that is unique to a person. DAPs will offer contextual help in the form of short instructional videos or sample prompts. But most importantly, once a learner has mastered a technique, the DAP stops interfering and continues to monitor to see where else it can help them in the future.

In effect, because the DAP changes its output on a 1:1 basis for the individual account/user, it is as if every user of the software had a friendly, helpful, experienced, expert assistant by their side. But in an ideal world, once the assistant has done its job, it sits there quietly until a mistake is made. Or just before. In effect, the DAP is completely invisible until it is needed. And it learns very quickly whether it is needed or just an annoying distraction.

This personalized help transcends age barriers by eliminating the need for long text prompts or too many infographics. Fast learners will find that DAP has silenced digital laggards. This can remove the fear and stigma of poor digital adoption among baby boomers and older generations.

Imagine if your TV remote detected that you were trying to change the volume, but instead changed the aspect ratio. After making the same mistake twice, the DAP could display the video on the screen with the correct buttons to press; not by using their symbols, but by drawing an imaginary flow pattern overlaid on the image of the remote you were using. This would be especially useful for a senior who wants to pause a streaming TV show but can’t find their reading glasses!

Summary

The increasing adoption of DAPs could mean an end to the fear and frustration of people who have to constantly learn about new technologies. Sure, there will be die-hard fans who still want to use Windows 98 and flip phones. But for those who are afraid of change but still want to learn, DAPs will be a godsend.

Just ask your grandma next year!