Читать книгу You CAN Stop Stupid - Ira Winkler - Страница 35

As we talk about UIL, it is important to consider contributing factors to those losses. Everyone has experience with difficult-to-use systems that inevitably contribute to loss of some type. Some systems cause typographical errors that cause people to transfer the wrong amount of money. Some navigational systems cause drivers to go to the wrong destination or to drive the wrong way on a one-way street.

Some user interfaces contribute to users making security-related mistakes. For example, one of the most common security-related loss results from autocomplete in the Recipients field of an email. People frequently choose the wrong recipient from common names. In one case, after one of our employees left our organization to work for a client and solicited bids from a variety of vendors, we received a proposal from a competitor. The competitor apparently used an old email to send the proposal to our former employee. In another case, we had a client issue an email with a request for proposals to various organizations, including us and our competitors. One competitor mistakenly clicked Reply All, and all potential bidders received a copy of their proposal.

These are minor issues compared to some more serious losses. For example, as mentioned earlier, in 2019 two Boeing 737 MAX airplanes crashed. In both cases, Boeing initially attributed the crashes to pilot error, but it appeared that malfunctions of a mechanical device, an angle of attack sensor (AOA), caused the computer system to force the plane to descend rapidly. There are two AOAs on each plane, and computer systems in similar Boeing 737 models would let the pilot know that there was a discrepancy between the readings of the two AOAs. In the 737 MAX airplanes, the warning for the discrepancy was removed and made an optional feature, and pilots were not properly warned about the differing functionality. (See “Boeing Waited Until After Lion Air Crash to Tell Southwest Safety Alert Was Turned Off on 737 Max,” CNBC, www.cnbc.com/2019/04/28/boeing-didnt-tell-southwest-that-safety-feature-on-737-max-was-turned-off-wsj.html.) Clearly, even if there was some pilot error involved, it was only enabled due to the technological implementation of the system.

There are many aspects of technological implementation that contribute to UIL. The following sections examine design and maintenance, user enablement, shadow IT, and user interfaces.