What are the worst things for tech in our everyday lives? Office login systems? Airline apps? ‘Smart’ TVs?
or me, it’s a tie between banks and cars. For some reason, neither can make it fully into the 21st century. Both compete to let you down in ever more creative ways.
For example, I recently switched cars. Physically, my electric Volkswagen ID3 drives nicely. But its new all-touchscreen controlling system is embarrassing. The heating won’t reset to what I want.
The voice control goes off for no reason. And two weeks ago, the entire visible system — including all of the non-core driving controls with it — simply switched itself off as I was driving on a motorway, taking 20 seconds to automatically reboot. It’s one thing to be in a car that experiences an IT crash; it’s another when that means you can barely adjust any of its controls because you are driving.
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Other car brands, with the possible exception of Tesla, aren’t that much better. Car companies are simply bad at touchscreen-era tech. It is literally the reason why Apple might still have a chance of one day launching a car.
This clumsiness extends, depressingly, into the one essential thing that many switchers to electric cars are worried about — public charging. In the few months I have been driving the EV, I can say that the public charging network is not only geographically scant, but that individual chargers are erratic, with nobody around to help.
More than once I’ve arrived at a charging point to find that it’s not working, or glitchy. Whether it’s at a petrol station or alone on a street, there’s nobody to immediately help. The unreliable user IT underpinning the public charging network is a price you must accept when switching to an EV.
But even car companies may not be as frustrating as banks. Or Irish ones, at least. It is hard to conceive of how poorly some have adapted over the last decade.
Mine, Bank of Ireland, is something of a digital comedy. Its app displays sideways on my iPad. It takes days to transfer money to other Irish banks. And it says it’s powerless to prevent non-stop scam text messages inserted into its own pre-existing text conversations with customers.
The cherry on the cake is that this bank has reportedly spent €1bn on its IT systems in the last six years, seemingly with no discernable improvement to its customer user systems. Is it any wonder that Revolut has its joint-highest penetration in Ireland? When I interviewed Revolut founder and chief executive Nik Storonsky a few months back, he made this exact point — that Revolut’s success here is directly related to how poorly our banks have adapted to modern technology interfaces.
And even though I’ve singled out Bank of Ireland here, other banks don’t fare much better in customer reviews. On the iPhone App Store, Permanent TSB gets less than two out of five stars for its app, which is even worse than Bank of Ireland’s rating. AIB, considered the least worst of the main banking apps, comes in at just three stars. Both Revolut and N26, another online banking app, have five.
Whether hubris or a lack of perceived competition lies at the root of why Irish banks, and some car companies, are so poor at tech is anyone’s guess. But it’s turning a generation of younger people off traditional brands and making them open up to challenger marques; ones whose software won’t crash mid-journey or which can display an app the right way up.