Curiosidade do dia

 

"One of my relatives heard some strange stories when working on a healthcare helpline during the Covid pandemic. Her job was to help callers complete the rapid lateral flow tests used millions of times during lockdown. But some callers were clearly confused by the procedure. "So, I've drunk the fluid in the tube. What do I do now?" asked one.

That user confusion may be an extreme example of a common technological problem: how ordinary people use a product or service in the real world may diverge wildly from the designers' intentions in the lab.

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This week, Wes Streeting, the UK's health minister, promised to upgrade the NHS app using artificial intelligence to provide a "doctor in your pocket to guide you through your care". But the ways in which they can best be used are not the same as how they are most commonly used. 

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designers should pay far more attention to how ordinary people might use their services. "Engineers tend to think that people use the technology wrongly. Any user malfunction is therefore the user's fault. But thinking about a user's technological skills is fundamental to design," one AI company founder tells me.

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Developing powerful technologies is one thing; learning how to deploy them effectively is quite another."

Trechos retirados de "We are the new gremlins in the Al machine" publicado no FT de ontem.