In the last year, I’ve spent about 200,000 words on a kind of personal journey where I’ve tried again and again to work out why everything digital feels so broken, and why it seems to keep getting worse, despite what tech’s “brightest” minds might promise. More regularly than not, I’ve found that the answer is fairly simple: the tech industry’s incentives no longer align with the user.
The people running the majority of internet services have used a combination of monopolies and a cartel-like commitment to growth-at-all-costs thinking to make war with the user, turning the customer into something between a lab rat and an unpaid intern, with the goal to juice as much value from the interaction as possible. To be clear, tech has always had an avaricious streak, and it would be naive to suggest otherwise, but this moment feels different. I’m stunned by the extremes tech companies are going to extract value from customers, but also by the insidious way they’ve gradually degraded their products.
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