When Hi-Tech is Low-Tech

This is a practical lesson on User Experience and Over-solving a Problem.

You see, I attended the Manufacturing Expo in Mall of Asia yesterday morning. The maximizer that I am, I decided to go early and drop by for a quick run at Fitness First MOA.

Now, this Fitness First branch is new relative to the other branches. So it’s sort of an iterated version with new features, newer equipment and supposedly better tech.

And it had one feature that stuck out like a sore thumb.

RFID cards instead of locker keys.

This is the way it works there.

1. You surrender your membership card at the entrance.
2. The receptionist gives you an RFID card, which acts as your locker key.
3. You look for an empty locker and put in your gym stuff.
4. To lock it, you close the door and tap the door with the card, triggering an automated lock.
5. To unlock, it’s the same process.

Wow! Doesn’t this sound so beautifully high-tech, like a page from the future, present in the now?

Uhmmm, i don’t think so.

Because the alternative available in the other branches is just so much better.

What’s the system there?

1. You swipe your ID Card at the entrance and you get into Fitness First.
2. You look for an empty locker and put in your gym stuff.
3. You put in your card in the slot and take out the locker key, automatically locking it.
4. To unlock it, you – tan-an! – use the key again.

Beautifully simple.

So i really don’t know what’s the deal with these RFID cards.

But then again, I can imagine the pitch the technology provider gave to Fitness First MOA.

About this revolutionary RFID system that would make users’ gym experience so much better; How it would position FF as an industry leader in the application of technology. How gymmers would be so enamoured and entertained with this tapping system.

I guess both the technology provider and fitness first fell too in love with the technology that they forgot the most important aspect.

Will it actually make people’s lives really easier?

Is it delivering a better user experience?

I’ve a laundry list that argues otherwise :

1. The card exchange at the receptionist is an UNECESSARY STEP that’s not present in the “low-tech” system. You give a card to get another card? How ingenious.
2. The beautiful thing about a locker matched with a locker key is the numbers ACTUALLY MATCH. Check out my RFID card # and my locker # below :

This was just so inconvenient. I actually almost forgot my locker #. And my RFID card wasn’t any help.

1. For people without pockets, how do you go around the gym with this RFID card? Safety pins are sadly not included. I shudder to think where this is sometimes placed.
2. Take it a step further – how do you take this card into the shower after the workout? With the old dependable key, you’re not really worried about it getting wet.
3. The tapping the locker door is UNINTUITIVE. It’s locked, it’s not. It’s locked, it’s not.
4. During unlocking, the locker key on the low-tech system acts as the handle by which to open the door. With the RFID card, no such luck in trying to pry open the door. Basic human factors.

This is a case study wherein hi-tech is low-tech. Or more precisely, a situation wherein the low-tech alternative is actually better than the high-tech version.

The basis for evaluating whether to implement these new technologies is so elementary it’s embarrassing.

Just try it out as a user, and take note of your experience.

I’ve tried it just once, and i’ve already got six reasons why it shouldn’t have been implemented in the first place.

Fitness first, i’m a loyal member.

But as an innovation junkie, an industrial designer, and overall experience maven, i have to say that you really missed the boat on this one.