Nice article from the Wall Street Journal on the increasing complexity in our day to day lives.

Do you know anyone who stops to read “click-through” agreements on websites in the middle of performing a task? One company, PC Pitstop, deliberately buried a clause in its end-user license agreement in 2004, offering $1,000 to the first person who emailed the company at a certain address. It took five months and 3,000 sales until someone claimed the money. The situation hadn’t improved by 2010 when Gamestation played an April Fools’ Day joke by embedding a clause in their agreement saying that users were selling them their souls.

The authors go on to offer a solution to this problem.

Why is it so rare for a product or service to be launched with simplicity baked in? The missing ingredient is empathy…Empathy is the only way to truly shorten the distance between an organization providing services and the individual receiving them