A recent Forbes Insights survey confirmed that there is strong C-Suite interest in artificial intelligence, with eighty percent of CEOs and eighty-five percent of IT leaders pointing to AI as a core component of their digital transformation efforts. While the technology is sometimes—and mistakenly—associated with job loss, AI’s true power actually lies in its ability to augment human decision-making.
In early 2017, US grocery chain Winn-Dixie invested $7 million to improve its website but overlooked a critical component: testing to ensure it was accessible to people with disabilities. This mistake garnered national attention when the retailer lost a federal case accusing it of violating the Americans with Disabilities Act (ADA).
The Winn-Dixie lawsuit is considered a landmark case but it’s hardly a unique situation—website compliance suits are on the rise. According to a legal blog tracking these cases, there were at least 2,258 such suits filed in the US alone in 2018—an increase of 177 percent from the prior year.
What happens when a good idea is poorly implemented? A recent article reported on a catastrophic catalog of errors in Electronic Health Records (EHRs) in the US. Tests were missed. Notes for one patient would appear on another’s profile. Alerts for dangerous drug interactions failed. Data was lost when text was entered with a certain combination of punctuation.
The list goes on. And the consequences were, in some cases, tragic. Lives were lost or irreparably damaged.
And while there were no doubt multiple factors at play, it’s hard to avoid the conclusion that one of them was a failure to test software adequately.
Businesses want software that delights end users. Customer experience is the priority. But even as the requirement for ever better experiences grows, actually delivering on that requirement is getting harder.
When people are angry, they have always taken to the streets to protest.
They still do.
But the internet offers an alternative forum in which to voice strong opinions. So what happens when that forum is cut off?
Whenever you enter the healthcare system, technology is all around.
And you have to trust it.
The highly trained medical staff have all been through rigorous testing to ensure they are able to deliver the best possible care. And you probably expect the same from the huge range of technology they use to treat you, monitor your progress, and update your records.
But as that technology permeates every aspect of healthcare and the pace of change increases, it’s getting harder to ensure that everything works as intended.