The Danger of Digitizing Everything

In 2024, I will walk into a physical space—a restaurant, a hairdresser, an arts venue, an artisanal cheese shop—and instead of being handed a physical piece of paper with some useful information on it, or being told it in words, I will be shown a faded roundel with a QR code on it. In all cases, many people—some elderly, others with access needs, children, anyone who just doesn’t fancy constantly looking at their phone—will be pushed toward more useless screen time and away from the kind of brief, friendly interactions with other humans that help us all feel part of the fabric of life. If there’s innovation to come in digital communication it will be in the field of overdigitization, using screens where paper and actual words from real people both work better. The Good Things Foundation estimates that 10 million people in the UK lack the basic digital skills needed to access the modern world. These things can’t be done by individual companies, which come up with good-sounding ideas like, “why don’t we let people order a coffee while they’re getting their hair done, using a QR code!” It’s exactly the kind of things that incorrigibly urban WIRED readers like me think would be fun to use—but companies don’t tend to think about how to help people who aren’t going to spend money with them, or who are too put off by over-exuberant digital-everywhere to actually go into the shop.