Jenn Downs is a Senior UX Design Engineer and adores the web and what it can do for the world. She got her start in tech as MailChimp’s first support rep and grew to rocking UX Research and Design in the Atlanta tech scene. She’s currently working at Deluxe.
Outside of being a web nerd, Jenn owns and runs a carpentry business with her husband, dotes on her dog Dickie, is a songwriter, and plays bass in Atlanta bands The Sunset District, Superpill, and The Downs. She has also started taking drum lessons and thinks that drums just might be her musical calling.
IA Summit 2016 Main Conference Talk
Topic(s): automation, culture, and ethics
Humans have been trying to automate tasks since the beginning of time; it’s part of our evolution. Build faster, smarter, cheaper so we can sit back and watch the productivity! Now in the age of the internet we’re trying to automate personalized content, actions in our apps, and customer relationships. And it’s not always working out.
Using technology to manage relationships isn’t a replacement for human to human contact. You still have to talk to people to develop empathy for your customers. You still have to treat people with respect and dignity. When people are reduced to just a number, a twitter handle, a “targeted segment”, or a blip on a chart, you run the risk of breaking good customer relationships.
This lack of empathy in automation can be horrible or it can be humorous. I’ll walk you through a brief history of automation by humans and how it relates to UX work. I’ll show how our attempts to make things easier for people are actually creating even more difficult situations. And I’ll highlight some organizations who are using automation for good!