Having been here almost from the beginning of the Tech revolution, I can tell you it’s usually sold with some combination of these 4 arguments:
- It’s really cool you should try it
- It’s super convenient for the consumer
- It increases the profit margin for the seller
- If you don’t use this you are a laggard and deserve ridicule.
Obviously 1 and 4 are no value-oriented arguments so we can dismiss them. #3 is pretty much a precondition for anything that gets adopted – no business is going to spend more to make less.
So, let’s look that the selling point of convenience with regards to some of the tech innovations that are now a part of our lives.
Commerce
In the “before times” there was no online ordering. You either bought goods at a store (where you could touch and hold them first) or from a glossy catalog full of beautiful pictures. You would eye the sexy merchandise in the glossies and wait weeks (or months) to save up the money to be able to afford it.
When it came time to order, you simply dialed the 800 number on the page. A human being would answer the phone and take down your information. If you had questions about the product they would answer them. If you weren’t sure what you wanted, they would help guide you to a choice.
Unlike the call centers of today, these were staffed with native English speakers in America (high long distance costs ensured that). Wait times were uncommon since it led to lost business. Sure, you had to give them your name, address, and credit card number each time, but was that so bad? Is that worse than having to create a user name, unique password, do two factor auth, and answer security questions? Was it worse than having to learn each site’s idiosyncrasies and what the hieroglyphics (icons) meant? Only to have to learn it all over again the next week when it got a “UI refresh”?
Sure, these places didn’t have the selection that Amazon does, but you could be pretty sure the merchandise wasn’t counterfeit. Is having to fish through a see of 80 different choices (which are all the same thing masquerading as different Chinese brands using nonsense words) an actual improvement?
Of course not. But what online ordering has done is reduce the friction. Since it’s so “easy” and “effortless” you are now spending more than ever on crap you probably don’t really need. Maybe a little back pressure wasn’t such a bad idea!
Travel
Back in the old days, there were no travel booking websites. I have to admit, it was pretty cool when I first saw one. But now I dread it – the slow search times, convoluted choices, and endless junk fees.
There used to be professionals called travel agents. You would call them up on the phone, tell them where you wanted to go and they would find flights for you. Since they do this all the time, they had professional experience and could help guide you to better choices. Once again, you didn’t have to know all the various doodads of how the site worked, and weren’t prompted for quite so many upsell opportunities. Many of them had offices where you could even visit them in person and have a face-to-face conversation.
Travel agents were paid via commissions (10-15%), so I guess that made the tickets more expensive for us the consumers. It’s hard to make that comparison since ticket prices vary so wildly. But, since most of my travel is for business, I would sure as heck appreciate an experienced professional doing this for me. I don’t really care that it’s costing my employer more and they shouldn’t care either since every minute I’m playing travel agent is a minute I’m not doing my real job.
What about friction? Well maybe that’s a good thing – I hate business travel anyway, so if something is making it harder my employer will ask me to do it less!
Billing
This one really drives me crazy. In the “before times” there was an accepted practice of how businesses billed consumers (and each other). If someone owed you money, you mailed them a printed invoice. They would read it, write a check, and mail it back to you.
Yes, it was a little bit of a pain to write the check and put a stamp on it, but at least all bills were paid the same way. And, this was an equitable system – you the consumer actually had rights regarding disputes and had an indelible record of the transaction.
Now, it’s an endless series of walled gardens. Each vendor demands that you use their website to pay the bill. You have to create yet another username and unique password, 2FA, security questions, etc. In doing so, you are compelled to agree to even more stringent terms and conditions, which further erode your rights as a consumer.
Next, you have to provide a whole ton of confidential information, including your bank account or credit card number (and in some cases SSNs and driver’s license numbers). They will, of course, promise you that the info will never be misused (trust me, bro), but a month later that data will get breached in a cyber attack (we’re sorrrry).
Finally, you get to the payment part. You either choose “auto pay” or have to endure this every month. Either way, you are at their mercy to charge the correct amount since you have given them carte blanche authority to suck money out of your account.
Some billers even go so far as to charge you a fee for the “convenience” of using this site. So, not only do you have to endure this abuse, but you also get to bankroll their entire investment in it.
And what happens when you get into a dispute with one of these billers? Step 1 – they cut off your access to the site (this has happened to me). This leaves you no record of what was asked for and when. Even if they don’t cut you off, they can always alter the bills to match whatever their current version of the truth is.
With all that in mind, was writing a check so hard? Sure, it takes a couple of minutes to write in the information, seal the envelope, and put a stamp on it, but is it worth all the nonsense that goes with “electronic billing”?
Smartphones
Every day I am inundated with ads. Most of them are for prescription drugs, which seems kinda weird since I am not allowed to prescribe drugs in the first place. The rest are for smartphone apps. They have apps for everything – games, banking, drugs, loans, car buying, gambling, you name it. To the 2006 world, these sounded futuristic.
Was it so bad having to go to a doctor to treat a serious medical condition? Or having to actually go to the bank to borrow large sums of money? Or having to drive to the nearest casino (or at least gas station) to piss your money away for no good reason?
Not anymore – now you can make major life decisions without even lifting your fat ass off the couch! What could possibly go wrong?
Tying It Together
Looking at each of these scenarios, there is some degree of convenience. But, I would argue these things are only slightly more convenient than their old world (1980s) predecessors. And that convenience comes at a cost.
These days we have to be our own typists, grocery store clerks, travel agents, order takers, shipping clerks, and medical receptionists. These tasks used to all be done by experienced professionals who knew how to do it much better than I do.
Instead, I now have to do my own half-assed version of all of those things. When I make a mistake, the business can clearly just blame me. Those experienced professionals are now unemployed and I’m stuck doing extra work that I’m not even getting paid for!
Technology itself isn’t to blame for this. It is not inherently bad. The “experienced professionals” used previous generation of tech to do their jobs more efficiently. Price scanners sped up grocery store checkout times, computers made airline booking far more practical, and automated ordering and shipping systems get products out faster and help keep track of what’s going on.
What I have a problem with is outsourcing work back to the consumer and trying to pass it off as “convenience”. That’s called gaslighting. It’s a lie and we shouldn’t let companies get away with it.
So, what can we do? Whenever possible do not use businesses that engage in these practices. Use local businesses that don’t have self checkouts. At stores that do, refuse to use them. If you can still find any of these experienced professionals (like travel agents), use them.
Don’t use apps for major life decisions – instead go to the doctor or the bank. Don’t use walled garden payment systems. Use your bank’s bill payment system where you log into a single site and can pay any bill. Or pay your bills with checks or in person.
Conclusion
Will we “win the war” here? It’s doubtful. The younger generations have been conditioned to these highly mechanized interactions. I see them waiting in line for the self checkout when a real cashier is open. I rarely see a Gen Z make eye contact or speak to someone they don’t already know. But as the saying goes “what’s old is new again” – maybe in time, they will “discover” this more connected way of working.