The excellent Alexis Lloyd observes that the road to hell has in recent years been paved with “user-centred” design; while well-intended, it’s also pernicious.
… in effect, user-centered design ends up being a mirror for both radical individualism and capitalism. It posits the consumer at the center, catering to their needs and privileging their purchasing power. And it obscures the labor and systems that are necessary to create that “delightful user experience” for them.
This is how we end up with platforms that give us free content, backed by an invisible system of surveillance capitalism that extracts personal data for profit. This is how we end up with systems that can deliver anything our hearts desire to our doorstep, backed by an entire class of exploited and underpaid workers.
Note my emphasis there: user-centred design is part of the prestidigitatory process, the front-of-house flourish of consumption that distracts attention from the concealed systems of extraction, production and distribution. Provision ex nihilo; it’s not a bug, it’s THE feature.
So what’s the alternative?
To begin with, we need to expand our mapping of the space we’re designing for. We can take some tools and models from forecasting, like STEEP, to map the social, technical, economic, environmental, and political systems that our product touches upon. Instead of focusing on one or two types of end users, how might we look at all of the participants in our system? Who uses the software? What labor does the software require? What tradeoffs are inherent to the business model that supports the software?
Personally I would underline “to begin with” a couple of times. STEEP is a step on from a lot of commonly-used foresight frameworks, but more often than not the ‘S’ component ends up being a gesture or genuflection in the direction of some currently fashionable shibboleth such as “wellbeing” or “resilience”; ditto the use of some rough quantitative estimate of “sustainability” in the environmental column.
These are points that I started trying to make a long time ago, though I was almost laughably bad at making myself understood, in part because I lacked (and indeed still lack, to some extent) a complete language with which to map this way of seeing the world in order that it might make sense to anyone who doesn’t live in my own brain-pan. (A curse that I wouldn’t wish on my worst enemy, etc etc.)
Indeed, it’s what I was grasping toward with my early exhortation to “think about the box”, in my first (and painfully stilted) public presentation of any significance, way back in 2013 at Improving Reality:
Back to Lloyd:
If this starts to feel very big, it’s because it is. Everything we make has secondary effects beyond the choices we explicitly make, so a systems-centered design (or society-centered design) practice tries to make that larger system visible. We can only change that which we can clearly see.
To reference another Douglas Adams idea, where might we find the Total Perspective Vortex? I’ve never believed that I have all the right answers, nor indeed many of them; rather, my whole point is that no one can have all the right answers, and thus matters of design need to be approached from a plurality of subjectivities and transdisciplinarity.
However, I do believe I have (some of) the right questions. I’m just not yet able to articulate them all in a useful way… and that is the labour of theory, at least for me.