Having just undergone the relatively unpleasant, but fortunately rare, experience of having a shipped package from a reseller (in short, merchandise paid for by me) go astray, I am particularly sensitive to the matter of imperfect heuristics in the most banal of interactions. My concerns are amplified personally, because at one time in my career my income derived in part from having in my designer repertoire of skills the need to design and, unfortunately, implement user interfaces on computer screens.
In the case of my package gone astray, the Fedex Ground delivery route driver (I did encounter him the same day, because he managed to deliver the second package from the same reseller accurately) seemed harried and confused. It’s not surprising. These folks are required to deliver the day’s assignment of parcels before being able to quit. They have to account for every package, get signatures for those cartons and parcel requiring it, scan every single item delivered as to time and date of leaving it at its destination. And of course, all of this must be done accurately, that is, trying to ensure that the package goes not only to the right address, but the correct recipient.
All of this must be done, moreover, under the unique constraint of the carrier (and all of them are alike in this regard, but especially the major ones, because they carry the bulk of the freight and their logistics are particularly dicey as they have all those individual residential addresses to which they must deliver) being required to deliver within a certain promised window and, if the purchase cost threshold is exceeded according to tariffs and fees that have been negotiated to the fraction of a cent, they must do so at a contracted rate, with razor thin margins. In the case of sales over a stated amount (anywhere from $25 to hundreds of dollars) the reseller is picking up the cost, and the services are very competitive, but especially so these days as the U.S. Postal Service, in its struggle to reach profitable operations (at the mercy of a refractory congress, which otherwise takes up the slack of the cost of operations), is now carrying a lot of the water for the other two major national delivery services, FedEx and UPS. The most costly part of any route is the proverbial “last mile,” which is the figurative representative distance between the last rational distribution point and a recipient’s address.
In the case of my errant delivery, the package did require a signature. And the last mile, like all the preceding miles of transport, was being covered by FedEx Ground. The driver obtained a signature. Unfortunately it was the signature of whoever answered the doorbell or knock of the guy when he brought the package to the door of the wrong address, somewhere in my neighborhood (but now, four days later, I am as much in the dark as to where it went as any other ordinary shmoe just waiting for his purchase). The signature, according to the tracking data I am allowed to see as the addressee, was by someone named, apparently, Sshishaanna. If you know this person, please let them know I’m still waiting for the package they took out of the sweating hands of the FedEx route guy.
You’d think anyone accepting a package would, among other things, first check to see where it was coming from, especially if you weren’t necessarily expecting a delivery, and two, to check to see who in the household it is to whom it’s addressed. But no, we, in our general mindlessness, apparently just sign, scribbling whatever indecipherable nonsense appears on the crude screen of the tracking device the route driver hands you along with the plastic stylus that doesn’t seem to register half the time anyway. It used to be you signed and that ended it, but these days – and let me guess, could it be because more and more packages go astray and more and more efforts to trace the package fail because the signature is indecipherable, for starters? – if the driver can’t make out what you wrote, they ask for the spelling of the name you wrote. I’ll also guess it probably took more time for him to type in “Sshishaanna” than he took to read the label before ringing the bell.
I could suggest some things that, germane to the topic of this essay about how to make interfaces not only more friendly and efficient, but more accurate in the everyday contexts of costly logistics as the last step in the process of getting merchandise into the hands of the paying consumer. And this is true especially in these days of more and more retail trade being conducted on the internet, and with a lag (as small now as two or three hours, given Amazon’s intrepid advance to abbreviate the wait for your precious consumer goods) before what you’ve purchased is in your anxious little mitts. Why doesn’t that tracking gizmo that the driver hands you for your signature show in a conspicuous way the name and address of the recipient in clear and readable text with the caveat that you are about to sign for a package shipped to this individual and to please make sure it’s correct? That’s just for starters.
I don’t know how you train route drivers cost-effectively so that you reduce the kinds of imbecilic errors they perform routinely. And which even mistakes that result in sanctions they feel in their own wallets and purses do not encourage them to behave more mindfully in the performance of their salaried duties. But I do know there is clearly a great deal more to be done with the materials and technology at hand, which is being used anyway, and which would produce more and more accurate results (at greater cost-effectiveness) with the small adjustments that an informed methodology applied to the design of labels, device screens, and the mechanisms, both mechanical and electronic, used to ensure that the participants in a transaction are given the best chance of not screwing up. The untoward consequences in most cases are a small amount of frustration that most adults can shrug off, especially in a day or so. But sometimes the result, as this OUP essay adverts to, can be as disastrous and anxiety provoking on a mass basis as the goof that sent the entire population of Hawaii into a panic because of an alleged nuclear attack. The warning was an error of monstrous proportions in its effects, but tiny in terms of the mechanism deployed to trigger it on the simple assumption that no one who was thinking and paying attention would do absent-mindedly or in error.
The denouement of my package disappearance is that the reseller has to ship me another one, that is, as soon as they get more items in stock, because it’s back-ordered. Popular item you see. Flies off the shelves. Even if the cost is high enough that I get “expedited shipping” for “free.”
At the behest of a good friend, who asked me on Facebook what I thought of the following article on the Web, I read the article. I tried to read it twice, to assist in getting past a significant number of potholes and bumps in the text, but I simply could not muster the initiative to get past that first reading, which left my friend feeling with regard to Mr. Kay’s narrative, “he goes over my head a few times.” I felt, conversely, that my friend was being charmingly polite and self-effacing. As you will see, I can’t manage these otherwise authentic sentiments and remain credible in what would be in me my feigned sincerity.
Here is the link to the “Fast Company” Web page with the article in question. You can read it before or after reading what I have to say. Or, if you have sufficient self-regard, you can skip it altogether. If you have an overabundance of self-regard, it’s possible you’ll elect to stop reading me right here.
Undoubtedly Alan Kay has always been a smart cookie. It’s not entirely clear that he is able to articulate intelligibly and clearly what goes on in that head of his, not from this Fast Company interview. It’s been filtered through the mindset of a typical Fast Company contributor, which is to say, one of a huge team of well-educated millennial ax-grinders. Whatever Kay actually said remains, likely irretrievable, in the silicon pathways of Brian Merchant’s digital recording device.
That’s the first problem with extracting anything of meaning, never mind of value, from this deliberate, cozy, but still reverential brush with the greatness of late 20th century cybernetic science pioneers. The second problem is that, despite the first fact, I think, but cannot be sure, it’s possible to extract some hints of motive in the various expostulations of Mr. Kay, though these may have been colored by the mission of young Mr. Merchant (as evidenced in his selective contributions to the “conversation” documented here). It sounds like there’s more than a bit of the product designer manqué in Kay, and despite his generous assessment of Steve Jobs’s marketing genius, it seems clear that the deficiencies he delineates in the progress of the product concepts he envisioned with his collaborators more than 50 years ago now are more of a marketing nature, than of a failure in the evolution of the underlying technology, which he hardly touches on (possibly because the lede here should have been not that Mr. Kay is not impressed—this seems to be a fragmentary memoir of his history of insufficient esteem for the accomplishments of Mr. Jobs, with whom Mr. Kay seems to imply a collaborative bond—but that Mr. Kay would have loved to have introduced products to a market that had the same demonstrable, indeed monstrous, success as those that Apple actually did present so successfully, going back to the iMac).
Further, and this is the third and possibly the biggest of the problems I have reading this feature story from “Fast Company,” it is not at all clear that errors in navigation, so to speak, for the great ship of Human Knowledge (with its fleet of support vessels, which entail the means of not merely furthering its course, but how it will continue to sail the endless seas of the universe), at least since the advent of products that further what I’ll call the market for consumer computing, are attributable to the products being offered so much as the applications to which the market asserts its preferences. In short, it’s never been my perception that Apple envisioned the design and production engineering of a product that would optimally enable spending hours playing the wholly hermetic self-involvement of a game called “Candy Crush.” Along these lines, and more in an abstract sphere, Kay had occasion to allude to the great, if not culturally cataclysmic, aperçu of Professor Marshall McLuhan concerning the impact of certain specific mechanical technologies on not only human societies, but on human nature. I think it’s unfortunate that Kay, I am sure unwittingly and unintentionally (but who knows?) perpetuates the perception that McLuhan was a philosopher (and maybe possibly an evolutionary psychologist) when he was, in fact, mainly a literary qua cultural critic.
I can’t be sure of this, though, because, ironically (which Merchant and Kay make clear is the touchstone communicative mode of the zeitgeist), albeit Kay lavishes praise on the rhetorical skills of such as Neil Postman, or even further back to Bertrand Russell (“that bastard”) being capable of writing “like a dream,” Mr. Kay is not capable, at least he doesn’t talk like a dream… All of this suggests, and punctuates the perceptible fact in the form of this published interview, that unlike them Mr. Kay is not capable of being either clear, first and foremost, and thereby persuasive—especially of facts, it’s suggested, not otherwise palatable to the recipient of the argument. But then, this is a heavily edited and manipulated interview on the heels of a major product introduction by the world’s largest company in terms of market capitalization. And it appears in Fast Company—a tarted up business magazine that has what seems to be an inalterable mission. Its agent, in this case, the aggressive journalist bent on positioning himself as the resident historian of the development and impact of the Apple iPhone, states his professional purpose (on his LinkedIn site profile) as follows:
Today, he spends most of his time investigating the myriad ways humanity is attempting to survive itself.
Talking of high-minded purposeful solipsism.
Instead of McLuhan, it seems as if Kay, and his self-appointed henchman Merchant, should have dug a bit more into the ideas of Teilhard de Chardin, and in particular that of the noösphere. It’s a concept that has been kicking around (though it’s hardly a popular lively topic) since the 1930s, and thereby lends a certain estimable patina to the already comfortably burnished ideas that issued from the labs of not only Xerox (the company that never got over not becoming what Apple has proven itself to be, though it showed every promise of doing so; it just could never get over the hump of being utterly incapable of conceptualizing and developing products that could be marketed and sold successfully to the mass consumer market… something that Sony, Apple, and for a long while (until it lost its technological grip) Polaroid, among many others, had proven themselves to be), but of a great number of academic laboratories and whole departments in the applied and theoretical sciences.
The notion that there is a concurrent, coextensive, and (insofar as I can understand some complex and possibly arcane theory) commingled developmental human capacity keeping pace with, if not finally and now (should I say NOW!) exceeding the excrescences of evolution, usually understood in terms of natural selection is, in short, not a new idea. That there is a superceding (what I will provocatively call) ontological development in the evolution of human epistemology—please IM me if that “human” is redundant, and I’m just sounding like a fool—remains to be proven, however. But a lot of people seem to sure want to think so. And a lot of very smart people are counting on the insinuation of certain largely 20th century technologies (starting with the Turing engine—in the form of the still barely modern digital computer—and continuing through the accretive accumulation of a wide range of programming languages, including so-called object-oriented ones, but not stopping with them, as well as mimetic architectures for computer engine design (with their tightly bound software|hardware manifestations) with neural networks the most prominent as an example in my mind) in the gestation of some new kind of what I’ll call consciousness, and which Kay here, very clumsily and slightly incoherently calls “another level of thought.” There is, possibly, some suggestion, and this would be particularly in keeping with the thinking of the theorists of noöspheric structure, that this presumably extranumerary level of thought is, in fact, a wholly new level of thought—somehow, again mysteriously and incomprehensibly (here) aided and abetted, if not stimulated, with some vague suggestion of insemination, by the great potential computing advances envisioned in Palo Alto, and other places. That, the aiding, abetting, the, uh, stimulation, the, erm, insemination, which is to say, the enabling of some new dawn of thinking would occur if only we would let it. Except we are bent on watching serially, or with sporadic binging, entire seasons of the alleged comedy series “Bojack Horseman.” All that potential enlightenment down the omniverous black hole of popular culture.
Having said all that, allow me to say, just briefly, because I am afraid that I have already taken up too much of your time to leave you comfortable, even at the risk of seeming suddenly to change the subject. I’m not. I’m just doing what every creative nonfiction writer in this day and age does, worth his or her rhetorical salt, and that is, I am making it personal, because the mission of deconstructing and then deriding the suspect emissions of a noteworthy brilliant computer scientist is always a dead end. Unlike Mr. Merchant, who by familiar conversational postures and ploys suggests he is, I am not by any means Mr. Kay’s peer (though, to play the age card, I am far closer chronologically than Mr. Merchant can ever be while Mr. Kay lives—and thereby have my own memories of the very same periods of the development of computer products and the underlying science and engineering).
Nevertheless, I have no problem stating that I am not at all unimpressed by Apple’s latest product announcements, and especially in the light of what small lights went off in my mind (kind of premonitory LEDs) as I watched the Apple Event on September 12, the extended product commercial, wherein they announced the much anticipated new line of iPhones. First let me say, and I must offer the caveat that I am not an inveterate watcher of these fanboy events—I’ve never watched one from beginning to end, as I did this one, before. Something told me, and I can’t say what (nor do I wish to devote the time and emotional energy to figuring out what “told” me; I’ll just say, I have a lot of faith in intuition), to watch.
After consciously noting and filtering out that tsunami of ejaculations (I am speaking entirely of rhetorical phenomena) from the mouths of the parade of Apple executives delegated to announce the products and their attendant features, consisting essentially of the words, “beautiful” and “magic,” I realized that two things struck me as particularly compelling. I don’t pretend to be an exhaustive reviewer of popular media, or even the self-consciously nominal intellectual fare of which I am a significant consumer. But little attention was paid to two facts about the new products, one a functional capability of the newly announced Apple Watch Series 3 and the other a facet of the underlying enabling computer design of the new crown jewel of smartphones, the iPhone X.
First, we were told that in addition to the liberating capability of being able to don a watch that would leave us coupled, with an available signal of sufficient power, to the nation’s grid of cellular transmitters, the watch, with forthcoming software revisions, will be capable of monitoring cardiac arrhythmias. This is very big. It’s big, no doubt, in terms of a significant potential advance in diagnosis and prevention of debilitating, if not fatal, cardiac and cerebral anomalies. Without belaboring this (this is not the place, and I don’t have the time, even if you do) this can have a significant impact on ensuring well-being and greater healthy longevity for humans, and I would suggest, tantalizingly, that this has implications for how we will be able to think about the nature of mortality, and all the attendant epistemological matters pertaining. Talk about a new “level of thought.”
Second, and this could be even bigger, but I can’t say, because I don’t have the bona fides for even thinking about potential applications, the new iPhone X, embedded in the Face ID engine of the product, has a computing advance—with clear, proven, highly affordable manifestations, albeit as a consumer product the vendor is hard-pressed to describe to an avid public in any language other than to use the ridiculous word, “magic.” It’s not magic, but it is incredibly powerful, and it will fit in anyone’s pocket. I am speaking of the architecture of the new A11 Bionic Neural Network chip in the iPhone X. This was conceivable, but, if you will, unthinkable in a consumer product, back in the 1980s (for perspective, the Macintosh, which Mr. Kay considered the first personal computer “worth criticizing,” was introduced in 1984; it was capable of facilitating, but in what in hindsight was only in the most primitive way, the graphic user interface, with the ability to “draw” on the screen of a cathode-ray tube… and, frankly, not much else worth noting, except the use of a new “input” device charmingly called a mouse, and all of which were envisioned by Mr. Kay and his cohort at Xerox PARC labs, back in the 60s and early 70s—which is to say, it took, let us say, 10 or 15 years to see realized in a consumer product). It has, for practical purposes, taken 30 years for a true neural network architecture to see realization as a viable product.
I’ll just say, to conclude, that it’s too bad, to note only one major benefit at least as Apple presented it. I mean this aside from the vaguely engaging (not sufficiently to justify replacing my perfectly fine current iPhone 7+ model, less than a year old, outmoded as its technology suddenly has become; I will just have to live with the humiliation) application of highly secure three-dimensional facial recognition to permit use of the phone. It’s really too bad, in fact, that Apple in their considerable wisdom (borne of incredibly successful and undoubted marketing acumen—certainly Mr. Kay attests to it) chose to put enormous emphasis on what I can only describe as the colossally trivial ability to animate cartoon characters with a simulacrum of basic emotive expressions, and all that anthropomorphically at best.
You’d think, and I hope in a small way, that Mr. Kay would be in concurrence, if this is not precisely what he was trying to say, and would have without the interference of Mr. Merchant, the world has enough smiling, grimacing, gesticulating cartoon panda bears.
I could add that, once you have an iPhone X, unless you can use it to solve some significant complex problem that has eluded very serious invesigators and researchers for years (which I fully intend to do with mine), I would suggest you put down the phone making sure it’s on its self-charging wireless Qi pad, and go play with a dog. Salutary for all aspects of the brain chemistry. But I won’t add that, because it would be snotty.
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