Technology has given us the ability to live the lives we want, but have you ever noticed that often, it's the other way around? Instead of using technology to our advantage, we tend to adapt ourselves to the technology we use. This is particularly true when it comes to information technologies. We've become so well-trained to do exactly what the interface wants us to do, that we're not even aware of it anymore.
I recently ran a business service that was implemented via email, video meeting, and telephone. The service was designed to offer low-cost business solutions, but for the economic model to work, it was essential for customers to respect the parameters of the service. However, I quickly noticed that when given the opportunity, people tend to ask for things that are outside the bounds of the service.
As a business owner, my goal is to please and retain customers, so when they asked for something outside the service, I would often oblige. But, this resulted in overdelivering and ultimately, the business was not profitable.
Then, I switched to a web interface and it was like night and day. People no longer asked for things that were outside the bounds of the service. The lines were very clear and customers knew exactly what they were getting for their money.
This experience made me realize that, as much as we like to think we're in control of technology, it's often the other way around. We need to be aware of how technology shapes our behavior and how it can impact our lives and businesses. By understanding this, we can use technology to our advantage, instead of letting it dictate our actions.
In conclusion, next time you find yourself coloring outside the lines, take a step back and think about how technology may be influencing your behavior. If you are a business owner, be aware of how technology can impact your business, and how you can use it to your advantage.