I’ve been keeping a running list of technology fails recently. There are events on a smaller scale such as our iPhone connected deck lights going on every time there is a change in weather, or the frustration of jazz music blaring out of my smart speaker when my classical music app unexpectedly switches to its sister station.
But no minor inconvenience comes close to the almost three years of trauma I’ve endured with my car’s audio/GPS system. I will not reveal the manufacturer’s name, but it has been involved in many lawsuits because its unexpected black screen of the GPS feature has left outdoor enthusiasts stranded in unsavory locations.
After the dealership had me log page after page of failures of this system to operate properly, I finally received a replacement. It is about 90% functional, but still challenging when you need driving directions or want to hear a tune.
Why Do We Think Technology Should Work Perfectly?
I believe we have all been spoiled. Most of us use Apple devices and services from Amazon. I am not exaggerating when I say, I have never had trouble with my phone or computer until it was at the end of its lifespan. Tablets occasionally get a little wonky, but they are only asking for a monthly reboot.
Items ordered from Amazon come as expected on the date clearly announced. Only human preferences require returns. Amazon, after all, did its part. Amazon Prime Video works beautifully night after night as we stream our favorites.
Another of my favorite platforms is Epic’s My Chart, a medical website which seamlessly connects me to my providers, allowing appointments to be made, test results to be viewed (sometimes the same day!) and makes communication with doctors a snap.
Successful Technology Is No Accident
The platforms which work effortlessly have been created by hard driving techno-bosses. (Try reading Walter Isaacson’s books Steve Jobs and Elon Musk). The result is what is described as a “highly integrated ecosystem,” which means the hardware and software speak to each other.
There are constant updates and new features driven by technology’s latest trends. The systems are “user-centric,” because engineers are observing and prioritizing consumers, rather than their algorithms. They are a study in effective design, quality control and continuous development.
When Technology Goes Awry
Shockingly, outside those major platforms, the consumer software failure rate is 66%. In other words, most of the software from companies other than those at the top of the mountain, is only successful about one third of the time.
Luckily, there is an organization which produces a “chaos report” or Comprehensive Human Appraisal for Originating Software every two years. The Standish Group has been at it since 1994. Its purpose is to estimate the number of software projects that ended successfully, and to analyze affecting human factors.
I’m guessing when I used an app to pick up items in a designated parking spot outside a store and there was no designated spot, the app developers were in that disgraceful 66%. I’m also making an educated guess when the only way to install a new modem in my home was to use my cell phone, and my cell phone wouldn’t work without a modem, those developers were also members of the infamous 66%.
Software Failures with Global Consequences
We are all aware of the annoying everyday failures in our own lives, but poor software development and management has had worldwide implications. In 2016, The popular Nest thermostat experienced a battery drain caused by a software glitch, which dropped temperatures in homes to frigid levels.
In July 2024, a faulty update on CloudStrike caused 8.5 million computers running on Microsoft Windows to fail globally, causing disruptions in flights, government services, healthcare, the stock market and retail operations. Of course, the most famous incidents resulting in lost lives are the 2018 and 2019 Boeing crashes, caused by faulty flight control software.
Although tech failures are primarily business issues, resulting in losses of up to 2.4 trillion dollars and which affect 71% of global businesses, consumers should educate themselves in order to adjust their expectations.
Software Failures Are Inevitable Without Extraordinary Resources
Although there are limitless applications for technology in modern life, the reasons software fails are fairly common. Human factors which influence software success might include incompatible teams, pressure to complete a project within an unrealistic deadline, and inexperience of the designers. There can also be a mismatch from the beginning between the developer and the understanding of the business and its needs.
Technical reasons for failure include insufficient testing, data issues, coding errors, security vulnerabilities, design errors, and performance issues, such as speed and responsiveness, which are not rectified. Most importantly, resources need to be designated for constant updating through user feedback.
How to Avoid Technology Suffering
Besides enthusiastically patronizing businesses with stellar technology, consumers need to be more realistic about their expectations online. Developing patience and labeling the situation, such as “here we go again,” instead of raising the intensity is in order. Taking a break and leaning on past experience will help the consumer activate some realistic options.
Contacting technical support, restarting the device, exploring other options, and providing feedback through online forums will all link the user experience to the software technicians, resulting in better experiences for future consumers. As for my car audio/GPS system? Patience has taught me to calmly wait until the system fully loads before expecting perfect results in my very wooded area.
Please Join the Conversation:
What type of technology issues are most frustrating to you? Have you developed any coping strategies?
