Lady Geek

We’ve just completed some interesting work about people’s relationship with technology.

Classical research theory assumes that our decisions are based on conscious, rational thought or reflex ‘snap’ decisions. These days most psychotherapists have come to the conclusion that the truth is somewhat more complex: decisions are often post-rationalisations and snap decisions are backed up by a lifetime of knowledge.

Our client had previously spent thousands of pounds on ‘traditional’ research which failed to reveal anything substantially new. The planner, had been traveling around the country, night after night, suburb after suburb and was exhausted at the prospect of doing yet more research.

We decided to change our approach and run an ethnographic style study.  We assembled our ‘SWAT’ team of researchers, each was sent to ‘live’ with the subjects of our research: We spent time in their homes. We went shopping with couples buying technology and ‘hung out’ with families, observing their relationship with household technology.

The study revealed a great deal of new insights about how gender influences technology use, for example men often have their PC/Laptop in their ‘den’- its a retreat, its a hide out, a solace place where they can internalize ‘their’ time.  We saw how women use their PC/laptop in the heart of the home. Many women used their laptops to manage the household and ensure things run smoothly: Its used to make sure the shopping online is ordered, help the kids with their homework and keep them in touch with their friends via social networking sites.

We watched how couples shop for technology and the very different roles they take:  Women tend to be more concerned about how the device will ‘fit’ into their home.  Whether it will be a beautiful addition to the home, not just in terms of design but in functionality and ergonomics. This is a motive that so many tech-brands misinterpret as “women only care what the technology looks like“. Men tend to want to make sure that what they are buying is “right” piece of kit.  Not in terms of their home but more in terms of what it will purportedly do.

While the differences are obvious, what unifies men and women is that buying technology is an emotional decision: This does not mean that it is irrational. An emotional decision can be very rational as our feelings are informed by a lifetime of experience. As the neuroscientist, David Lewis states,

“Our conscious is a bit like a PR company.  It justifies our decisions on an intellectual level and seeks to explain behavior that feels right“

The ‘PR’ bit is what ‘respondents’ had been articulating in the focus group.  The planner told me,

“I realized that for 2 years people had been lying to us in focus groups.  Not because they deliberately set out to lie but because they either couldn’t articulate it or were too embarrassed to tell us what they really felt about buying technology”

There are 3 types of decision making.  The first type is the truly instant decision. The second type are those which appear instant but actually access our vast network of experiences, however we often refer to them as based on our ‘gut instinct.’ The last type is the mathematical way to approach them which is cost benefit analysis. Received wisdom has it that the vast majority of choices are of the first and third type, however the more I observe people in the act of making choices the more I realize that the way people shop is neither frivolous nor analytical but something in between.

As Sartre stated, we are our choices.  If only technology companies spent a little more time trying to understand why we do what we do on a deeper level, then maybe so many women wouldn’t feel so frustrated and bored when it comes to buying technology.