> My other personal anecdote is overhearing my father-in-law calling up his cable company to pay his bill, something that's easier and faster to do online, but for some reason he'd rather talk to a human.
I've had the same thing happen with my grandma. 'You know you can do X online [on a website she already uses for some other reasons]? - I don't want to do it that way.' If I start probing for an answer, she doesn't respond with anything tangible (she does in other cases, so it's not like she's incapable of explaining the problem at hand).
The only thing I can conclude with is that they either A.) want to do it the way it's always been done (applicable in some cases), or 2.) They want to do it the hard way. They somehow don't care that it takes 7 times the time and effort to do it whatever way they've figured out. Never mind that they're paying double the insurance rate they need to. They're fine with that. They're not fine with switching, since that will introduce change.
There's one case that sticks out in my mind that really was like this. I think it's a close relative of a whole family problems in IT along the lines of 'user has a 27 step process to convert a .docx to a PDF, which involves a printer, a scanner, a website, and probably more, and they also don't want to just 'export to PDF', since they're fine with the way their process works'. Most people seem to be happy to make processes like that more efficient, especially if they're done regularly. Others treat them like rituals, where nothing can change.
I've had the same thing happen with my grandma. 'You know you can do X online [on a website she already uses for some other reasons]? - I don't want to do it that way.' If I start probing for an answer, she doesn't respond with anything tangible (she does in other cases, so it's not like she's incapable of explaining the problem at hand).
The only thing I can conclude with is that they either A.) want to do it the way it's always been done (applicable in some cases), or 2.) They want to do it the hard way. They somehow don't care that it takes 7 times the time and effort to do it whatever way they've figured out. Never mind that they're paying double the insurance rate they need to. They're fine with that. They're not fine with switching, since that will introduce change.
There's one case that sticks out in my mind that really was like this. I think it's a close relative of a whole family problems in IT along the lines of 'user has a 27 step process to convert a .docx to a PDF, which involves a printer, a scanner, a website, and probably more, and they also don't want to just 'export to PDF', since they're fine with the way their process works'. Most people seem to be happy to make processes like that more efficient, especially if they're done regularly. Others treat them like rituals, where nothing can change.