My mom heads home on Saturday. We have a few things left to do. This morning, we covered one of the most important ones: some rest and relaxation time over a massage and visit to a nearby spa! It was lovely.
One thing we’ll tackle this afternoon is notifications overload. My mom is way ahead of most of her peers with her use of technology. She has an iPhone 6S and regularly uses it for email, text messaging, Facebook, and Uber. Her least favorite thing about it is all the “messages that keep popping up.” As she describes it, my sisters and I have been regularly sending her messages and suggesting friends for her to connect with on Facebook. Additionally, she says that lots of people she doesn’t know send her messages asking to become Facebook friends.
This is a fine example of an opportunity to improve product design. I see a couple issues:
– First and most obviously, Facebook defaults to way more notifications than she wants to receive. I understand how Facebook’s product team got there: engagement is a key metric, and notifications can pull users into the app. Just like spam eventually ruined email, notifications spam will eventually ruin mobile apps.
– She misreads the friend suggestions that Facebook’s algorithms send her — some because they are friends of friends, some for other reasons — as suggestions from people. I also understand how Facebook’s product team got there: adding personal touches like the name of a mutual friend is powerful. But my mom has completely lost interest in Facebook — and she was sincerely annoyed at me for spamming her — because the Facebook product team was too aggressive.
I see this kind of “crappiness creep” pretty regularly. A team is focused on a metric (engagement! number of friends!). Each person who joins the team tries to make their own improvements. Eventually, their combined efforts cross the invisible line where — regardless of the short-term improvements — they make the product crappier and reduce its long-term appeal.
A big reason this happens is alignment of incentives. A company like Facebook works for advertisers, who provide its revenue, not users. As a result, Facebook’s interests are aligned with and pulled toward the advertising industry and its habits. Those ad industry habits happen to include spamming users (e.g. interrupting a perfectly good TV show every 7-8 minutes with four or five ads) and misleading users (e.g. infinite examples of snake oil sales my latest least favorite is the company Lifelock). So there is an inevitable pull of Facebook’s product decisions into that direction.
They just don’t work for users that well, especially my mom! We’ll clean up her settings this afternoon.