Destructive Feedback: a user created strategy for collecting user feedback in shared systems

This paper documents a method for collecting user feedback on broken or malfunctioning devices dubbed Destructive Feedback; where the user deliberately “breaks” the device by removing an affordance. This makes it easier to detect visually and with sensors, as well as discourages others from using a broken device. This method is inspired by turning the bike seats around in the Paris bike share system (Vélib’). A designer lead application of Destructive Feedback would allow for easier detection of faults by users, repair personnel, and the system itself. First, it is unclear how widely used and understood the behavior is in the Vélib’ system; pointing to the need for an ethnographic study. If the benefits in this real example are significant, the main challenge of such a system is to create “destruction” in an easily repairable way, inform users of the meaning of the destruction, and prevent miss-use. Finally,it will be necessary to test example devices with users to gauge feedback, work with engineers to create sturdy “breakable” systems, and compile these findings into a set of design tools and methods that allow designers to implement destructive feedback in other PSS’.