Pleasure and pain

Pleasure is the ratio of facility or ease of use over the intolerance. The higher this ratio is the better. Impatience for error, delay and rework is an aspect of intolerance. Intolerance is based on promises and expectations from previous experiences. Higher intolerance requires making this easier. Pain is the ratio of the difficulty and tolerance. Higher the difficulty, more the pain, but higher the tolerance, the less it is felt.

pleasure = facility/intolerance

pain = difficulty/tolerance

Every customer has a certain tolerance for pain, that could be anything from none to quite a lot. Some customers are willing to tolerate more pain than others. It also depends on context and culture. Low-fare airlines offer cheaper fares for those willing to accept additional inconveniences or give up more of their personal time. Costco does not supply shopping bags or accept credit card payments. Food trucks do not charge an uncorking fee. Tolerance for pain tends to be higher at airport security checkpoints, discount stores, and, ironically, hospital waiting rooms. Die-hard fans go through great inconveniences to watch their favorite band play. The actual pain felt can higher or lower than the pain inflicted. Higher the tolerance for pain, lesser the suffering or sensation of pain.

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TL;DR I can audit the design of a service to prevent or predict systemic failure, using a proprietary method called 16F I make intractable problems, tractable by reframing them. I then design solutions that won't create problems elsewhere, now or in the future. The solutions are in the form of services. I focus on system-level structures that give meaning and purpose to the design of lower-level constructs such as processes, interfaces, and interactions. I've spent the last 10 years obsessed with the questions: What are services? Why do they fail? Why do they exist? I'm now writing a book. Design is my dogma. Curiosity is my doctrine. Industrial engineering is my discipline. @mxiqbal

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