upvote
https://x.com/scottew/status/1751357591375208689

The difference is that Costco pays their employees well enough to keep them around (notice that Costco prints the start year on each employee badge- average retail length of service is 1 year, Costco keeps people around for decades) and so they can learn to use this older software and master it. Most retail operations optimize their inventory management for new people, because they don't expect someone to stick around long enough to master it.

My wife worked at a small regional chain of pharmacies that had an ancient MS-DOS based EHR system. And she mastered that system to the point where people would call her when she was home with me and ask her how to do something, and she would walk them through "okay, hit tab three times then shift-F12 then enter the frabble and then alt-F3 to go to the next screen and enter the drabble." It was difficult to learn it, but if you mastered it you could do everything you needed to do from just muscle memory while you were on the phone arguing with the doctor's office that their prescription was not correct and needed to be changed.

Then the small chain got bought by a national player and their brand new GUI system was brought in. It was a lot easier to learn- discoverability was a lot higher with menus and drop-downs and all of that. But if you stuck around to master it, you could never be as fast as you could with the older system. And that emphasis on quickly integrating new employees- but lower payoff for experience in employees- was clear in every choice that national chain made. They wanted their employees to be completely interchangeable, which meant that they didn't care if you had six months of experience or four years of experience or three decades of experience.

reply
> Most retail operations optimize their inventory management for new people, because they don't expect someone to stick around long enough to master it.

Somehow I think I failed to think very deeply about this very important link! The twin happenings of the elimination of any retail career that pays a living wage, and the availability of GUIs and especially touch-screen GUIs happened simultaneously over a couple of decades, and the touch-screen dummy interface naturally won out. Not just because training that used to take two days for the 'green-screen' system I learned in 2001 now takes 15 minutes of instruction (and even that training is rather redundant for anyone over 95 IQ) -- also because the massive differential in productivity of an expert vs. new cashier/teller/pharmacy tech/etc. only even manifests if people are on the job long enough to become expert. And they're really not anymore.

Kinda why I prefer self-checkout. Even though the UI is firmly in "dummy" territory and I have to use a touch screen, I've used the current iteration of the self-checkout software more transactions than most cashiers I meet at Target, since they seem to have been there about 2 weeks on average.

reply
Same story at my bank. Tellers used to speed run through a TUI, hitting tab and other key combos to accomplish things. Now it's a long wait with them mousing around.
reply
The best thing about all character-based applications I've ever used is the keyboard buffer. Even if you're using a TUI on a system that has a slow backend, it almost always blocked the thread and didn't consume from the buffer during waits, so if you knew the sequence of keys was "Total, F1, 1, Enter, Enter, Tab, 2125551234, F10, 1, Enter" you could just enter all those keystrokes as fast as you could and the system would eventually catch up with you, meanwhile you were bagging a purchase or counting out the cash, whatever.

The GUI also has lag - especially in the era of web-technologies-bloat, more lag than ever - but whether touchscreen or mouse there can't be a buffer, so each lag requires you to stare waiting for the next UI to be drawn.

reply
Agreed. Also, you can try to satisfy both new and expert users. It take more thought and design, but that principle is in both Nielsen's Heuristics and Shneiderman's Golden Rules.
reply
I think that's the 'push/pull' problem though. Information dense UI that takes months or years to learn, or something that may be less information dense, but a monkey can learn it in minutes.

For me, it's typically a balance between speed and efficency of data to help you make decisions quickly, but should be able to be used by anyone with technical experience.

So less of both. Less 'pretty UI' and less "omfg here is every piece of information shoved together and you need to be a wizard to understand it"

reply
You’re reminding me of this thread I found a long time ago where someone was talking about the old amber-screen library computers that felt FAST. The gif here shows what it would look like to read Twitter in that manner… https://x.com/apaprocki/status/1230241842928791552
reply
Well there's a name I haven't seen since 2007
reply
Hope you’re doing well! A lot has changed since then :)
reply