This is an anecdotal account of a Google failure, but bear with me as it links in with a previous post. That was about Facebook, but the problem is the same.
So what’s the problem? It’s about how forms pigeon hole people, places and things. It’s about the exceptions that get typecast. It’s about flexibility. With Facebook Marketplace it was the issue of pricing, where I’d want to sell a number of similar items for a unified cost (3 for $5, for example). This time with Google it’s about opening hours.
When you look up a business on Google you usually want a few crucial bits of information in order to accomplish your goals. It might be a street address, it might be opening hours, it might be the phone number. You need to get somewhere to buy something but you’re not sure if you’re going to be on-time. Do you have time to drive with your friends across town and arrive before the places closes? You want to know before setting out so you don’t waste fuel and time.
Not long ago I was in a big rush because Google said that the flower markets that Saturday closed at 8.30am. The website the organisation published said 11am when I’d consulted it the day before when I was at home but my friend’s fiancé (we were intent on getting flowers for the wedding) looked at his mobile phone when we were in the car and said that the markets were about to shut. It was still before eight o’clock but we still had to drive all the way across town. An argument ensued. Everyone was blamed. A cup of soy milk was thrown, wetting the interior of the car.
Later, when we’d got the flowers, I cleaned up the car using a Chux wipe and some water but some of the residue would still be hanging in weeks later. In the event we bought $146 worth of flowers but only two of us ended up getting to the markets as my friend’s fiancé got out of the car, soaking wet, and caught the train back home.
None of this drama would’ve been necessary if Google had a way to say “Stallholders start closing at 8.30am but the facility only shuts at 11am.” The problem is that the interface Google has constructed eliminates all complexity.
So much anguish because of the tyranny of forms.
I’ve worked in software and so I know that getting the interface between the people and the machine right can take time. You need to anticipate exceptions before you make the rules otherwise you get conflict. You get sharp words. You get recriminations. Heartache. You need to accommodate the richness of life if you want to avoid typecasting people and places. Like Facebook, Google has to change.
