Crappy user experience

A bit of a rant here. I’m doing some medical expense claiming and my provider has an App that is not designed with the end user in mind. First I have to go to 3 different pages to make a claim. Then after all the claim details are entered, I have to scroll down on a confirmation page that has my address on individual lines that take up to much screen real-estate that the ‘Consent and Declaration’ is hidden under the ‘Submit’ button. So you end up hitting the Submit button only then to learn that you need to scroll down and click the consent, which opens up in another page.

Also, I use my laptop and phone for much of the day and don’t need reading glasses, but my pharmacy prints the details I need to make the above claim in tiny, hard to read font. This is so unnecessary. It’s already really confusing trying to locate all the information, which is spread out into 3 different sections of the prescription receipt, does it also need to be in microscopic font? This is the only thing I’ve had to put reading glasses on to see in the last few months.

I get tired of user interfaces that are designed for the product and not the user. The insurance company probably doesn’t want to claims to be easy to do, they’d rather you had to go through a more challenging process to make a claim. The pharmacy changed their format so that the prescription receipt gets printed on a small sticker, and I’m sure cost saving was more important to them than providing a readable receipt for their aging customers. And this kind of behaviour may or may not be intentional, but it is ignorant of the end user’s experience. I’ve complained before about inconsistencies in remote controls, apps that want your attention at the cost of your convenience, and how it feels like we are decades behind where we should be when doing things like setting up a new printer. I would say that over 95% of the things I rant about are related to products and services providing crappy user experiences.

How hard would it be to have the customer in mind as a priority, rather than an afterthought?

Feeling gratitude

I think that gratitude is something to be celebrated. It is felt more when it is expressed and reflected on, not just experienced in the moment.

Yesterday I turned 58. I got to have an early morning coffee with a good friend, and I got to meet my daughters for a quick lunch. I had a couple cakes and many well wishes at work. Then I went to dinner and a movie with my wife and daughters after work. We were unexpectedly met at dinner by my wife’s sister and my brother-in-law at dinner, which was a very pleasant surprise.

It was a wonderful day all around. It ended with a few thoughtful gifts and cards at home after the show. My daughters have had a tradition of making personalized, hand-drawn birthday cards and I have always adored the thoughtfulness they put into them.

I can’t help but want to share my gratitude towards family, friends, and colleagues. I feel lucky, and blessed. Every year around the sun makes me feel more appreciative for the life I have lived and the opportunity to share more of it with the people I love.

The Last Time Theory

I love this trend that’s going around. Parents are getting their grown kids to do things like jump into their arms, and wrap their feet around them, like they used to do as a little kid, to give a big hug for one last time. The theory is that you don’t remember the last time your kid did this, so do it one last time so that you will remember.

Back on Christmas Day 2024 I wrote ‘Firsts and Lasts’ about this same idea. The post, written to my daughters, starts like this:

“I remember. 

I remember the moment in the hospital when I first laid eyes on you; the first time I held you, and kissed your cheek. I remember your first smile, (that wasn’t just passing gas), your first laugh, and the first time you said, ‘Da-da’. I remember your first steps. There were so many firsts in those early days and, although they slowed, they still kept coming. From your first tooth to your first tooth falling out. From your first day at daycare to your first day at school. And from your first birthday to your last one as a teenager.

And so it is that I remember many firsts, but unfortunately I don’t remember too many lasts. 

I don’t remember the last time you fell asleep on my chest or came running towards me and jumped unabashedly into my arms for a big hug. I don’t remember the last time we were walking together and you reached up to hold my hand. I don’t remember the last time I did a push up with you on my back, or the last time you danced on my feet, or the last time I gave you a piggyback.

And such is life that as we grow up together, parent and child, we carry with us these moments, momentous ‘first’ occasions, but we never know what other forgotten moments disappear as we get older. We remember the firsts, not the lasts. We savour the memories of so many special occasions, and we lament those things that we take for granted only after they no longer happen.”

There are a lot of silly trends that go viral, and send ripples across the internet. This one isn’t silly, it’s heartwarming and wonderful. Parents trying to recapture a special moment with their child long after they’ve done something for the last time. I hope this trends lasts a while and impacts a lot of people.

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((Cover image source))

Facing a mismatch

I had a bit of an epiphany yesterday morning. It wasn’t great. I had a vision for something I had planned to do in the future and I was suddenly faced with the reality that it wasn’t going to live up to the hype I had built up. I envisioned it completely differently to the reality of what it was. Now it has me questioning my plans I thought I had set. It’s not a huge deal but when this kind of reality sets in, it’s a bit of a wake up call.

It reminds me of a video I once made. It was called Brave New World Wide Web. I started building the slideshow and I had a Cure song, Just Like Heaven, in my head. It was going to be perfect, the long lyric-less intro was going to be an ideal opening. I would play the song in the car to and from work, and I couldn’t wait to put the video together.

Then it was finally time to sync the slides to the song, and it… just… didn’t… work. It was awful. I remember walking out of our little home office absolutely dejected. I’d built it up in my mind as the perfect marriage of song and slides and it wasn’t to be. A few hours later I found a song that couldn’t have worked better and all was good.

Yesterday morning I had another one of those unexpected moments. In the end, it’s not going to be a big deal, but in that ‘it just isn’t going to work’ vision-doesn’t-match-reality moment I felt like I was slapped in the face. It was a wake up call I didn’t know I needed.

It’s time to start thinking about a plan B. I’m metaphorically looking for the next song, one that will work. I found one for my video, I’ll find one for this… I just didn’t know until yesterday that I’d have to have an alternate plan. The great news is, I’ve got time. No rush, just a wake up call that there’s a mismatch between my vision and reality that needs to be sorted out. I’m glad that I see it now, and not a year from now.

Time under tension

One of the principles of exercising to develop muscle is time under tension. How much time are you working the muscle for?

Learning is similar. For how long are we challenging ourselves before giving up?

Resilience is similar. We cannot strengthen our resilience unless we face things that are challenging us for longer than we could previously tolerate.

I think sometimes we focus too much on making experiences easier, when what we really need is to create greater time under tension.

Pay to use

Is it just me or is everyone feeling the drain of subscription fees? My wife bought a scale that also gives biometrics. The app is free, but you get ‘so much more’ with the subscription. Looking into the cost of this, I see that it is $129.99 a year or 19.99 a month.

It seems every app wants you to subscribe, but the cost is excessive. I don’t mind paying $12 a year to remove the ads from an app I use regularly and enjoy, but I don’t need all the bells and whistles for $10 to $20 a month. And I don’t need the reminders of all those features I’m missing out on every few times that I open the app.

Going back to the scale, it’s designed to not just weigh you, but to give you other biometrics as well… it’s those other features that made my wife buy it, at a much higher price, rather than buying a regular scale. So, if I buy the product, why should I pay monthly to use it? And if those added features cost money to maintain, well then figure out a cost structure that isn’t so expensive.

Small yearly subscriptions make sense when you want to continuously add features and content, or provide upgrades and maintenance. But just how many $10-$20 a month subscriptions can we manage? And do we really need to pay our scale that much? If it was just the scale, I could imagine a scenario where I’d be invested enough in what it provides to pay this much, but when it’s every product and app that does this, it’s simply unsustainable.

Almost free

I remember being a young kid when a door-to-door salesman came to our house and sold my dad a Junior Encyclopedia set. I was amazed at all the information in there. I could just think of any topic and it seemed that there was an entry for it.

In Grade 10 or 11 I took a programming course in high school. I don’t remember much other than having to punch little dots out of cards and handing them in. My teacher would bring them back to us the next class with a printout of the instructions we created with these punch cards.

At the time, I owned a Commodore Vic 20 which had 20k of memory. I remember buying the 16k adapter cartridge so that I could have 36k of memory, but I can’t remember why I wanted the extra data. I think I was writing a book on bass fishing with my buddy on the Commodore and we were using up too much space.

Now our fridges can do more than my Vic 20, and our phones give us access to quite literally any information we desire. Computers have wafer thin chips in them, the size of my finger nail, that can store entire libraries of information. We have no shortage of information or storage… as long as we aren’t trying to store 20,000 photos on our phones.

Information used to be power. Now it seems that information is free. Well, almost free, because we actually pay for information with our attention. The website is free but you’ve got to see the advertising. The podcast is free but you have to listen to commercials. Social media content is free but influencers push products your way, and sell you programs. And you end up not scrolling past an ad because it is designed like the content you normally consume.

We don’t have to buy encyclopedias anymore, information is almost free… The price we pay is our attention.

Lie with confidence

Be controversial but wrong, say it with confidence, and watch the likes and re-shares come your way. I had an Instagram video shared with me. The ‘influencer’ who posted it has over 600,000 followers and she claims to be an autoimmune specialist.

“You’ve got to see this,” she says, after saying that a man tested his blood before and after EMF (Electric and Magnetic Field) exposure. Then the clip changes to a guy looking at an image on a screen of what he claims to be red blood cells in “pretty perfect blood… I, mean these cells are absolutely amazing cells… it may even be hard actually to mess them up.”

Then they do a ‘phone test’ where the test subject sits between two cell phones, and has a third one between his legs on the chair, to test how “these EMF’s are affecting his ‘perfect blood’… Admitting that this is, “A bit of a risky game,” He then pricks his finger to draw a drop of blood after this supposed EMF exposure. They put a drop of the blood on a microscope plate and we switch views to see the screen again.

The contrast from the original image is comical. Worse yet the person is scrolling on the screen to a point that would go far beyond the edge of a drop of blood on a microscope plate. The difference in the slides is described as “A lot of inflammation. It’s all over.” After a very non-medical, exaggerated analysis, it concludes with, “None of this is good.”

When the video got to me it had 336,000 views and over 9,500 likes. And again, it was sent to me by someone who was concerned by this and wanted to share it.

We live in an era where confidence trumps competence. Be controversial and convincing and you are going to get not just attention, but believers. If I were to make a video debunking this, it wouldn’t get traction. Even scientists with large followings would likely not get 336,000 views on a debunking video.

So the inventive is huge. This influencer probably gained thousands of followers from this video. She made hundreds if not thousands of dollars from it going viral. And so it pays to put intentionally fake pseudo-scientific crap on the web. Just pick a controversial topic, lie with confidence, and watch the profits flow in. No backlash, no consequences, just greed, and incentives to continue to lie.

My fear? I see this getting worse, not better. AI will only serve to exaggerate the problem with more convincing lies that cater to wider audiences. It feels like as a society, we are actually getting dumber and social media is incentivized to make the problem exponentially worse.

Where else have we seen lying with confidence working? Everywhere from biased news outlets, to product advertising, to politics. Whether selling ideas, products, or partisanship, lying with confidence seems to gain far more traction than telling the truth.

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Update: After posting this, (and probably thanks to re-watching the above video a few times to get the quotes right), I opened Instagram and the first post had dramatic music and warned against wearing polyester on planes:

I took the screen shot and didn’t watch the rest of the video. People actually fall for this crap? 🤦‍♂️

YouTube removed your content

I got an email from YouTube (links removed):

“What we found

We think your content violated our violent or graphic content policy.

Violent or graphic content that’s intended to shock or disgust viewers isn’t allowed on YouTube. This may include footage, audio, or imagery involving war, terrorist attack aftermath, or other similar scenarios. We may make limited exceptions for content with educational, documentary, scientific, or artistic context. Read policy

You can see an example around 00:01:47, although there could be other instances.

How this impacts you

We removed this content from YouTube.

What to do next

Review your content and the policy. Then you can optionally:
• Appeal if you think we got it wrong
• Edit the video and submit for another review

Learn about your resolution options.”

It was for a video on the muscular system done by my daughter in Grade 7. It’s a great video where my daughter scripted an entire song on the topic, to the beat of a French song.

I went to the spot in the video the violation claimed was graphic.

It has a clip of a hand that is indeed graphic, the skin is peeled back in an operation and the muscles and tendons are revealed, moving in a short gif file as the patient moves their fingers. That said this should NOT be a violation when there are a multitude of videos up on YouTube right now, sharing much more graphic details of the same topic.

I appealed and it was rejected. I was given a chance to appeal again, but there is nowhere to defend my reasoning within the process. So, rather than face a second and possibly final decision, I decided to complain directly to YouTube. I shared a link to my video and 4 very graphic links to videos I found by searching “hand tendon operations” inside of my YouTube app.

I can’t imagine who would have complained about this video? Furthermore, why didn’t it pass an appeal? There are so many videos that are not educational and far more graphic.

I’ll update this if and when I get a response from YouTube.

A community of learners

Here are 4 quotes from student self reflections. I saved the most creative on for last. I absolutely love how the kid created a metaphor, but understood that it wasn’t a perfect analogy, so he updated the comparison to make it work. Very clever.

I need reminders like this sometimes to remember what a unique learning environment the teachers have created for our students. It lifts me up to see these kinds of comments in self reflections. It reminds me that we are not just teaching kids, we are fostering a special learning community.

These all come from the ‘Student Self-Assessment of Core Competencies’ section of our recent report card. The first and last ones are from Grade 9’s and the middle two are from a Grade 11 and then a Grade 10. As a bit of background to the first one, we use scrum project management for a lot of group work at our school.

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“The most important thing I have learned this term is with the French Revolution, we learned about the different social estates and how each estate was treated differently and unfairly by their king, which led to the third estate starting a revolution for better rights. With that knowledge, it gives an example of how a good scrum leader should act and how they shouldn’t act, they should be inclusive, fair and treat their group with respect and consider everyone’s opinions, while a bad scrum leader might choose to ignore their group’s input and be controlling over the project.

Some of my favourite things to do at school are the different group projects we have, with the group projects they’re mostly assigned groups so it gives me a chance to get to know my classmates and see who works best with what. When I work really hard at something, I have a better understanding and I will be able to get my work done.”

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“This term I am proud of my ability to take in information during lectures and lessons. I find it useful in 20th Century History, and especially Pre-calc 11. The most important thing I have learned this term is the significance in attempting to be passionate in the things you’re learning. To find interest in the things you might find boring. Some of my favourite things to do at school are talking with people and their interests and views.

When I work really hard at something, I feel accomplished and proud that I have the capacity to learn.”

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“This term I am proud of how much I’ve improved in managing my time and finishing my work on schedule. I’ve become more organized and responsible with deadlines, and I’ve learned how to plan my tasks better so I don’t feel rushed at the last minute. I’ve also noticed that I can focus longer and stay “consistent” even when the workload gets heavier. The most important thing I have learned this term is that effort and patience make a big difference. Even when something feels difficult at first, I’ve realized that I can get better if I keep trying and don’t give up too soon. I’ve learned to see mistakes as part of the process instead of something negative, and that mindset has helped me improve both academically and personally. Some of my favourite things to do at school are working on hands-on projects, doing group activities, and learning through discussions instead of just notes or lectures. I enjoy collaborating with classmates, sharing ideas, and finding creative ways to solve problems together. I like lessons that are interactive and allow me to apply what I’ve learned in real ways.

When I work really hard at something, I feel proud and motivated to keep improving. It gives me a sense of accomplishment and shows me that consistent effort pays off. It reminds me that I can do more than I thought if I stay determined and keep pushing myself, even when things get challenging. Next term I would like to try challenging myself more, especially in areas I usually find hard, such as writing and analyzing. I also want to take more initiative in group work, contribute more ideas, and help others when I can. My goal is to keep growing not only in academics but also in teamwork and confidence!”

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“During my first few months of Inquiry Hub, I’ve found that I’m quite proud of how many connections I’ve made already. At my old schools, it was difficult to find any friends, at all. In middle school, I thought I’d found them, but I was actually in a really toxic friendship. I think that was because I just wasn’t around my people. Here at iHub, I’ve found some really good friends, just in the first weeks!

During those weeks, however, I watched the higher grades, and tried to figure out what was going on. They didn’t act like the people I’d known at all. After a little bit, I figured it out:

(iHub) = (Normal School) – (Discrimination)

It’s not just another school, it’s another ecosystem entirely! A place where all predators were locked out, and instead of the ”’prey”’ destroying the environment with overpopulation, they create an actually self-functioning society.”

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Reading comments like these reminds me why I like going to work. They remind me of the awesome students we have and the incredible team of educators who bring the best out of our students. I really love our learning community.