Mike Swanson’s “Backseat Software” perfectly describes one of the many modern software problems that also happen to plague the Epic EHR:
So the problem isn’t that software ever teaches, asks, or informs. The problem is that once a company builds the machinery to do it, that machinery becomes cheap to reuse, and the incentives gradually pull it away from “help the user succeed” toward “move the metric.”
What starts as an occasional heads-up becomes a permanent layer of UI exhaust.
And then:
So why does it keep happening? Because inside companies, the incentives are clear and the measurements are easy. You can measure clicks and track whether they led to a “completion.” You can measure whether a nudge led to the next step in the funnel.
You cannot easily measure the resentment. Or the rage clicks when they smash a button to dismiss another “did you know” pop-up. You cannot easily chart the moment a user thinks, “I used to like this product, and now it feels needy.” You cannot easily quantify the slow erosion of trust.
I have been dismissing the same feature tour prompt at every login for 5 years.