A lot of people seem to be getting all bent out of shape at the prospect of technology replacing humans, or in some cases the fear that they will not just replace us but repress us. Whilst Stephen Hawking is predicting that AI (artificial intelligence) is the biggest long term threat to humankind, many people are more concerned about the more immediate threat to manual and lower skilled jobs. I find this interesting for a couple of reasons, the first being that the idea technology is only just about to replace humans is rather behind the times, and secondly because some of my recent experiences as a consumer make me scream for something more automated as the human run ones were infuriating.
I recently attended a conference called ‘Agile on the Beach’. It was a very enjoyable couple of days surrounded by peers and colleagues from the world of IT (and other sectors) discussing the approaches, benefits and culture of the agile way of working. One of the keynote speakers, Dave Farley (a pioneer of continuous delivery), discussed his three laws and one of them was rather apt…”People are rubbish”. What he meant by this is not that people are incapable, but that by our nature we make mistakes, we overlook things, we are infallible. It is true. In recent years Moore’s Law has allowed technology and software to progress to a point where the world is a drastically different place to where it was only ten years ago. We have replaced a secretary who opened the post and replied to correspondence with an iPhone and auto-messaging. We have replaced people on a construction line with automated machines. We have replaced health & safety officers with failsafe software. The list goes on and on. And that is somewhat the point. The idea that technology is going to start replacing people is old hat, because it has been going on pretty much since the beginning of time. We aren’t in some position where suddenly this is going to happen, it is just the natural evolution of society and technology. A good example is that a large proportion of us now use self-service checkouts at the supermarket, where we would have previously had a person sat at the checkout swiping our items for us. This has been going on ever since we invested industry. Once upon a time we used to row our ships, but then we invented steam engines. We hauled massive stones with hundreds of stoneage men, until we invented boats and realised we could roll them along on logs. At each step of our technological evolution we have replaced people with technology and in each case the people have moved on to new roles. So I don’t think we are yet at the point where we are all going to become obsolete.
But one of the things that did surprise me not so long ago was the lack of an automated experience at Apple. I recently had to go to the Apple store to have the screen replaced on my iPhone. I booked the appointment online and that experience was completely self-serve and automated. So what was then surprising is arriving at the Apple store, the mecca of trend setting and sleek experiences in technology to find it all rather backward. Having not been to an Apple store before I made my way to the ‘Genius Bar’ and sat on a stool awaiting someone to ‘check me in’. There wasn’t any guidance around to tell me the process so I waited for a staff member to help me. And I waited…and waited…and waited.
During my ten minute wait, for that is what it ended up being, I noticed at least half a dozen members of staff just stood by the shelves of products. This perplexed me as I am still unsure exactly what purpose they served. At one point I did see one of them talk to a customer browsing one of the products but after a short chat that I wasn’t privvy to the staff member resumed her security guard like stance and re-found her bored expression. At the same time no less than four separate members of staff wondered by me, determinedly ignored my attempts to grab their attention and generally seemed determined to prove that whilst they were apparently geniuses they were also rather dim!
Eventually I got the message that I wasn’t going to get any proactive help from the staff at Apple and so sought out someone who finally helped me check in and so my problem was dealt with. But as I then wondered around the shopping mall for an hour, waiting for my phone to be repaired and dwelling on the experience I’d just had I realised how counterintuitive it was. Why on earth does the biggest technology company in the world have an experience that is so uncoordinated and relying on people who are quite clearly letting down the side? Certainly my opinion of Apple employees was diminished to the point where I am almost entirely convinced they don’t really care about the customers at all. And that really isn’t great for a company that prides itself on providing the best user experience. With the technology they have at their disposal surely the experience at an Apple store should go more like this…
I turn up to the store and immediately make my way to one of the iCheck terminals. The bluetooth technology means that the terminal instantly picks up the signal from my iPhone and welcomes me, asking if I’d like to checkin. It guides me through a few quick screens and then tells me that I have been checked in and that they aren’t quite ready for me yet but a message will be sent to my phone at the correct time and that I can browse in the meantime. As I browse around the other products they have on offer I am able to select a complimentary beverage from the iDrink machine. As I’m fiddling with one of the latest gadgets my phone starts to buzz in my pocket. I take it out and a message is telling me to make my way to the Genius bar to a specific stool. As I get there a member of staff is waiting to take the device from me and already knows exactly what the problem is. They inform me that the phone will be ready in an hour and hand me a little device that will alert me when it is ready to collect.
This is just a snippet into how technology could make my experience better. Going to the Apple store was a frustrating experience. It was uncoordinated, awkward and I felt unloved as a customer, but the experience I have just described would make me feel very well looked after indeed. So what is the moral of this blog? Well there are a couple…the first is don’t fear technology is going to replace us because often it actually improves our lives, and history has taught us that it doesn’t replace us, there are just different jobs that we then take. And the second? Well the second moral of this blog is that Apple should employ me to transform their in store experience!