I’m doing some research at the moment for a blog post I’m writing for Sitepoint on ethics in user experience design. One of the areas I’m looking at is the ethics of incorporating user experience design principles in the design and development of online gambling sites and applications. It’s a massive can of worms and one that I find offensive from a moral perspective.
Don’t make me do it
There are specific industries for which I will never work, and the gambling industry is on the top of that list. I know this because I’ve said no in the past and it felt GOOD.
While working for my last employer, a reasonably large piece of work came in from a very well known gambling company (I am choosing not to link to either as neither deserve a single click of recognition). At the time it was thought that all areas of the business would be involved in the project, including: technical testing, performance and load testing and usability. I was absolutely appalled that the company I worked for was excited by the prospect of ‘winning’ this job. It disgusted me to see that they were prepared to throw experts in performance and usability at a project that would, if successful, increase the opportunity for people to lose their money.
My position was made clear to both my group and the company that I would not work on the project, and that I was disappointed that the company was not prepared to take a moral stand and decline the work. Had I been forced to work on it, I would have resigned, without a doubt. There are numerous web agencies that decline work from industries deemed to be harmful, including gambling and tobacco, but sadly for my past employer the money was too enticing.
The ethics of judgement
This is a challenging topic for me as it highlights an area of my life in which I am judgemental of others. Not of those that gamble, but of those that promote, encourage and enhance the experience. It literally sickens me and I find no way of understanding why a professional, user experience consultant would ever choose to work on such a job.
So I’ll leave you with this, something I found during my research and the motivation for this post today. A conference session at the Mobile Gambling Summit, Asia 2005:
Ensure user needs are answered at every link in the mobile gambling value chain
Driving ARPU* means creating an engaging and glitch-free user experience that will leave your customers hungry for more. How to adopt a user centred approach throughout the mobile gambling value chain.Roland Keller, Global Innovation Manager, Siemens
pdf source
*ARPU is an acronym for Average Revenue Per User
I really don’t know how people find themselves in these jobs, but I’m sure glad it isn’t me…
Thanks very much for this post, Lise. It’s a really big issue and one that I think most of us would prefer not to think about. People from every aspect of our professions are involved in promoting, encouraging and growing the gambling industry online
There are numerous industries that we support that some would find morally questionable. I think it’s hard to decide what’s appropriate for each us and I don’t want to judge others, but I think it’s important that everybody actively thinks about their position on these kind of subjects and decides where they stand. Thanks for bringing it to the fore!
Lisa,
I really applaud your position, and being very upfront about it too. I happen to share your position on gambling, but even if it were something I didn’t agree with you on, I’d still support your position.
I actually think one of the key problems with the world is that the smart folks, who build weapons systems, train Burmese security forces in Australia, and on and on, actually do it. Smart folks always have alternatives, they can always find employment, they can always, as Mark Pesce put it “put food on the table”.
It’s about time we who actually make bad ideas a reality simply said – “nup, I don’t agree with that – you can find someone else to do it.”
john
Lachlan, I think a way of recognising what’s “appropriate” and what isn’t is to think about the impact your work is going to have on the the wider community.
John, I completely agree with you. We each need to have the integrity to say “No, I don’t agree with that, I will not be a part of it”. In saying nothing, we implicitly condone the behaviour of others.
Sometimes I wonder about the value of my work and question what I’m actually contributing to society by working in user experience. Is it as worthwhile as being a doctor with Médecins Sans Frontières? No. Granted, I don’t have those skills. Am I working to protect the environment. No. Am I living on a meagre salary helping to rebuild communities in need? No.
This plagues me with guilt at times.
What is the value of what we do? Are we simply web developers? No.
I hope that in some small way I am contributing to more equitable access to information for more people. I hope that I am helping to make the web an easier place for people to educate themselves and connect with others. And I hope that the choices I make will not harm others or diminish their ability to access information and education.
Working with ethics and integrity is actually very empowering and not a constraint at all.
I couldn’t agree with you more. While I was putting myself through university I worked at the local RSL club. It was truely upsetting to see the elderly, retired, and disadvantaged whittle their money away. At that time I also made the resolve to never be involved in any way with gambling (in my career and in my day-to-day life – I don’t even bet on the Melbourne Cup now! AND I live in Melbourne!).
I’ve been thinking more about ethics in the user-centred work I do lately (especially since listening to Donna M’s chit-chat at OZ-IA07). A while back I was invovled with some work needed to support the introduction of the government’s IR reforms. I was and still am fiercly opposed to the reforms (and will be making that clear with my vote on Nov 24). I now wish I had have refused to be involved. It taught me a valuable lesson and I’m now much more confident saying “No” when or if necessary.
Hi Miss Usability :)
Yes I saw Donna’s presentation at Oz IA too. I really enjoyed her talk on Ethical Issues in Information Architecture and it was really refreshing to hear her mention accessibility within that context.
You know, I really feel for you having had that experience working on the site for IR reform. But as you say, you learnt a lot about your self as a result and that’s a big thing. So good for you ;)
When I first finished comp sci, I went to various agencies to get work – that’s how it worked back then. I told them I didn’t do defence, sorry. Basically got told I was too hard work,not worth their while.
Never really had a job since – mostly working for myself. Never looked back. so I thank them really for making me take the road less travelled.
Your post has certainly inspired some reflection on my part. I reckon questions around ethics, and sustainability, will be growing considerations for all practitioners in the coming times.
I’m wondering though on what basis we might make decisions about our work when the ethics and sustainability issues are not quite so clear cut. How do we as practitioners assess the ethical merits of working for a property developer, a bank, a media outlet, a mining company or for a government (as Miss Usability points out). What sort of questions should we ask in those cases?
The question we should be asking ourselves when faced with a dilemma is “what ought one do…?”, which is why we often have debates as to what is acceptable behaviour and what is ethical behaviour.
Ethics stem from personal morals. People don’t always share the same moral stand point.
Just a couple of nights ago I was discussing online gambling with someone who said they didn’t have an issue with it at all. I was really quite surprised because I feel so strongly against it. I should have asked if there was any business they wouldn’t work for…