Design Story: The Security Guard Who Can't Remember License Plates
<br />In order to manage the vehicles entering and leaving the community, the community where I live has set up obstacles at the entrance of the community. At the same time, in order to facilitate the residents' travel, a parking permit is issued to each owner. Putting this piece of paper behind the windshield will give you the right to "freely" enter and exit the community. The security guard at the gate will check each vehicle's parking permit and decide whether to let it pass. The piece of paper was not big, and in order to save costs, the property management did not seal it with plastic. Over time, the paper drooped down, so you had to drive your car to the door before the security guard could see the parking permit. But this didn't seem to have much impact, because after going back and forth a few times, the young man remembered my license plate number, and when he saw my car coming from a distance, he moved the obstacle aside early.  This made me feel very happy when I went home, and I would occasionally roll down the window and say "thank you" or "good evening" to him, and he would respond with a friendly smile. So both parties were in a very happy mood. Unfortunately, the good times didn't last long. This clever young man disappeared soon (I guess he resigned. After all, this job was tiring and didn't make any money, and a clever guy like him wouldn't do it all the time. I only realized this later), and was replaced by another security guard. At first, he had to wait until all the cars drove to the door before he frantically moved the obstacles away. I thought this was a normal adaptation process, so I waited patiently for the day when he would remember me. I didn't expect that several weeks had passed and he still had to wait until I walked right under his nose and took out the registration book to record it before he noticed my parking permit. So I began to suspect that it was a problem with the parking permit, and I took the time to laminate it, leaving the paper standing tall on my windshield. Unexpectedly, he still had no impression of this "familiar" car that parked in front of him twice a day, and the process of peeking around, suddenly realizing, and then becoming flustered was repeated again and again. Then I began to suspect that it was a problem with his eyesight, so I deliberately slowed down when approaching the gate, hoping that he would see this precious paper even a second earlier, but it still didn't work. Gradually, entering the gate of the community went from being a pleasant thing to a depressing one. Every time I stopped the car reluctantly and watched the young security guard looking for the parking permit on the car window, only one word came to my mind: "Stupid!" At the same time, I sadly reasoned that this person would probably work in this position for a long time. I remember seeing an advertisement before, about a system that could help companies remember their customers. So when the customer came to shop again, the salesgirl would greet him sweetly, “Hello, Mr. Li!”; when Mr. Li was choosing clothes, the salesgirl would remind him, “You’ve already bought this one last time.” “This tie will go with the suit you bought last year,” and so on; when Mr. Li decided to buy something, the salesgirl would ask, “Do you still want a medium size?”... This kind of shopping experience can be said to be extremely noble, and I believe that Mr. Li’s mood for the day will become more relaxed. It may take some effort for a security guard to remember the owner's license plate, but after all, "nothing is difficult for one who sets his mind to it", and it can be done as long as you put your heart into it. Remembering your users is a low-cost or even zero-cost task for computers, but few products can fully utilize the powerful memory capacity of computers. This can only be described as a "waste of resources." From the user's personalized settings, to the content of the filled-in forms, the changed search conditions, the comments posted, to the frequently used keywords, the types of content frequently browsed... and so on, these are all things that the system should remember and contain priceless treasures. Remembering this data may consume some resources, but the reward is more than just making the user happy (although "making the user happy" is reward enough). Of course, there are other ways to solve the problem of stupid security guards, such as increasing the size of the parking permit, changing the parking permit into a sign on the front of the car, adding self-luminous text, or even inserting a small red flag on the car body, etc. These are all ways. This has become the legendary "interface techniques used to make up for product defects." Back to my story: Although I was very unhappy, I never thought of complaining to the property management. "If" I "happened" to meet the property management staff one day, "happened" to have no other things to distract me, and "happened" to be in a depressed mood, "maybe" I would complain to them. From here you can see that if property management is regarded as a product designer and security is regarded as a system, most users will choose to remain silent. Therefore, the probability of product problems being passed on to designers is extremely small. I live in this neighborhood and have no other options, but I'm afraid your product won't be so lucky. |
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