This thought hit me pondering the very specific ways impersonal civic infrastructure and public behaviors fail in India: the impersonal institution (from plane-boarding norms to shopping) neither reflect the very strong pack structure of patterns of life, nor accommodate it well
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The biggest thing social UX designers fail to grok about packs is that the pack is the user, not the individual. The individual is hidden to some extent behind how the pack chooses to navigate. This is most obvious with say children or babies.
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But even in the default pack unit of the West, the double-income-no-lids couple, the infrastructure fails to understand and accommodate how couples typically navigate social reality.
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There is some rudimentary support like "authorized account user" or norms around serving couples eating/shopping together, but generally commingling life logistics is a set of hacks even for this most common unit, and even inside an institutional form like marriage.
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For other kinds of packs (group of dining friends, business colleagues on a work trip together, etc) it's a mess
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oh nice one, yeah!
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A very direct example is that the parent is usually the proxy for the minor child.
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What do you mean, “packs”? What are the touch points? “Impersonal” holds. Fewer humans answer CS calls. Fewer people are able to escalate their grievance, &, company CS policy & it’s implementation is what is impersonal. Bureaucracy is impersonal. Human mediation ≠ great CS.
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My interpretation of "pack" in this context is the most central/critical social group each person depends on day-to-day in financial, logistical, and functional aspects. Mostly it's family group, but could incl. roommates, care-givers, co-signers, etc.
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Too centralized approach lead to this phenomenon?
Thanks. Twitter will use this to make your timeline better. UndoUndo
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