Jim

“guiding users through a process quickly and easily is good for business, because the fewer people who get frustrated or confused, the more sales or sign-ups are completed. The problem, though, is that making interactions feel smooth and simple sounds nice, but it starts to fail as soon as you’re asking users for messy, complicated information. And as you’ll see in this chapter, all kinds of everyday questions can be messy and complicated—often in ways designers haven’t predicted. NAMING THE PROBLEM Sara Ann Marie Wachter-Boettcher. That’s how my birth certificate reads: five names, one hyphen, and a whole lot of consonant clusters (thanks, Mom and Dad!). I was used to it being misspelled. I was used to it being pronounced all sorts of ways. I was even used to everyone who looks at my driver’s license commenting that it takes up two whole lines. But I didn’t expect my name to cause me so many problems online. As it turns out, tons of services haven’t thought much about the wide range of names out there. So, on Twitter I forgo spaces to fit my professional name in: SaraWachterBoettcher. On online bill pay, they’ve truncated it for me: Sara Wachter-Boettch. In my airline’s online check-in system, hyphens straight up don’t exist. The list goes on. It’s irritating. It takes some extra time (do I enter a space between my last names, or just squish them together?). I see more error messages than I’d like. But it’s still a minor inconvenience, compared to what other people experience.”
― Sara Wachter-Boettcher, Technically Wrong: Sexist Apps, Biased Algorithms, and Other Threats of Toxic Tech