academic wrote:It is as though the simple support task, such as signing-up with Apple, is sub-consciously rejected as an undesirable and irrelevant distraction. I have not identified the source of this negativity, but the negativity is recurring in various aspects of life (such as keeping receipts to claim tax returns).
Think traffic jam. You generally have no idea when or where a traffic jam will occur. This holds particularly true if you have limited experience on a given roadway. This is similar to taking the new journey to create a video game.
You are driving down the road and a traffic jam occurs. Generally speaking this is frustrating. It can impact motivation negatively. Now you have a delay, you need to put in extra effort, take the detour, figure out other routes, and for what? There is nothing unique or exciting about a traffic jam. It is a familiar rather than novel situation. It doesn’t engage the mind and you lose valuable time. Ugh! Traffic jams suck.
But then you see a rampaging elephant coming through the cars and suddenly your mind is engaged! WTH! This is exciting, this is novel. You need to be careful and figure out how to avoid your car getting damaged or you being injured by an elephant that escaped an overturned truck up ahead. This was totally unexpected, but it’s awesome! Even though you will be delayed, this is worth it just for the story.
You get frustrated with the familiar, the dull, the routine unexpected delays. I think that is normal. Still, these types of delays should not cause “delivery stress”, unless you didn’t give yourself enough time to get to your destination. If you failed to account for the fact that you have never driven the road before, so you failed to put in a 50% margin of error to arrive on time for your flight, then stress would be a normal reaction.
I think you have two different issues here:
-1- Not factoring in a large enough degree of potential error.
-2- Most delays will not be novel. Most delays will not be a rampaging elephant. I think you need to adjust your expectations slightly. When you encounter a delay, expect that the majority of the time it will require patience, there won’t be anything to solve, and you won’t have any cool story to tell.
This exercise reminds me of the now common assertion that people are irrational decision makers. For example, businesses observed that people like to keep things (such as money), and do not like to lose things (such as money). This behaviour recurs irrationally, and explains why so many consumers choose to pay money to keep the what they had initially received as a free trial!
Take the above with a BIG grain of salt. Be skeptical.
What you have written about is called “loss aversion” and is part of a growing body of scientific research on cognitive bias. It is based on the work of Daniel Kahneman and Amos Tversky in 1974. Their work identified that at a specific point in time, a human will make an objectively poor economic decision. Since the original 4 biases identified in 1974, research on cognitive bias has now identified over 200 biases, over 200 “irrational decisions.”
The work is powerful. The work has broad application in any number of fields.
The weakness of the research is that it fails to take into account that an irrational decision at a specific moment, is entirely rational when looked at across a broad spectrum of time. The research also only looks at individual rationality and not group rationality.
In other words, for every cognitive bias identified you need to ask the question, “What is the adaptive benefit? Why would we have evolved to make such a decision?”
Your heart, your lungs, your eyes, your kidneys, basically every organ is adapted and performs pretty darn well at the role it plays in keeping you alive long enough to pass along your genes. Why would the brain be any different?
Let’s take the cognitive bias called “social reciprocity”. This is where researchers can show that if I give you some small gift for free, e.g. a can of coke and then later ask you to buy something from me, e.g. raffle tickets, that on average you will pay me 2.5 times the value of the coke. How irrational, right? Advertisers now use this trick all the time. The science works. Like I said, there is broad application of the science. Now ask yourself why? Why might people willingly give 2.5 times the value of the coke?
The adaptive answer is that social reciprocity is exactly that...reciprocal. It is not about a single transaction, but thousands of reciprocal transactions over a life time. We are social creatures that benefit by forming strong social bonds over time. My giving you 2.5 times the coke is not a loss for me, but rather a very rational way to ensure at some point in the future when a lion is trying to eat me that you will pick up the spear and come to aid me. What is seen as a cognitive bias based on a single economic transaction is actually a huge benefit when looked at through a different lens.
Now how about loss aversion. Why would you prefer to keep $5 instead of gain $5? It is the same amount either way, right? If you disagree with this objective economic reality then you are irrational, right?
Yet every single day you board an airplane that has been drastically over engineered with triple redundancy to make sure there is only a 1 in 15 million chance that it crashes. That is a form of being loss averse. Most buildings are constructed to be capable of handling loads well above what is necessary. Why? Because we rationally overprotect ourselves against loss, while only making incremental steps towards gains.
Cogniive bias is a bit more complex than above examples, but hopefully you get the underlying point. Be skeptical. There are reasons why bias exists. There is often times a benefit to bias.