Scalability Applies Beyond Tech
In software, we talk about scalability, which is the ability of a system to scale from a few to millions of concurrent users. But this concept applies far beyond software:
Scalable UX
A scalable UX caters to users who have demanding needs without making it confusing for users who need less. WhatsApp is a marvel in this area. Think about everything offers: you can communicate asynchronously by typing text, taking a photo, recording an audio message or recording a video message. Or send files already on your device, be it photos, videos or documents. In addition, you can communicate synchronously via an audio or a video call. You can communicate 1:1 or in groups or in communities1. And you can have various combinations of the above: for example, you can share a document 1:1 or on a group. You can share a voice message 1:1 or in a group. And so on. You can send money. And more features, all available in a very easy to use app that even grandmas and semi-literate people can use. WhatsApp is the pinnacle of scalable UX. By contrast, a less scalable UX caters either to advanced users (like Photoshop) or basic users (like Google Keep), not both.
Scalable public services
I was talking to an uncle about how the middle class today flies or drives rather than takes a train, because the trains and stations are dirty (even Executive class in Vande Bharat), uncomfortable, hard to get a ticket for, no faster than driving, and generally fall short of expectations. He mentioned that public services need to be scalable to people with different levels of income, not just the masses. One size doesn’t fit all.
Scalable Body
A healthy body is scalable: our bodies are straight generally, but they should be able to bend forward, backward or sideways when needed. We should be able to carry 30 kg or more of weight when needed, or walk for 10 km. We should be able to handle both heat and cold.
Scalable Politeness
Some of my friends are too polite. They can’t speak up for themselves, even when they’re mistreated. They can’t set boundaries. One of them has been sidelined in his own startup. When I told him him to stand up for himself, he was immediately defensive: “No, I’m not comfortable with that.” His definition of who he is as a person is restricting him.
On the other hand, people are sometimes too rude.
No single point on this continuum is “good”. People often think the middle ground is good, but it’s not. We need to be able to move the continuum from being the most polite and agreeable person in the world to saying what needs to be said even if we’re perceived as an asshole. A scalable person can move to the point on the politeness continuum that’s appropriate for the situation and the people he’s dealing with.
In summary, scalability applies beyond software to UX, public services, our bodies and politeness.
Scalable Communication
Think about how you can make your communication accessible to a wider range of people. One technique is to define terms. For example,
These speakers sound good, with a wide soundstage. Which means a feeling of spaciousness as you listen to the music. Imagine sitting in front of an orchestra, as opposed to being in the next room with only a small hole in the wall letting the sound through.
Notice how I’ve used the jargon (soundstage) so that knowledgeable people understand, and explained it so that the rest understand. If you think a lot of your readers will understand it, or will be turned off by an explanation because you’re writing for an advanced audience, move the explanation to a footnote. But keep it somewhere. When you’re a beginner, many articles are frustrating to read, because they assume knowledge. Don’t exclude people with less knowledge than you.
Scalable Details
This is a part of scalable communication, but I’ve called it out since many engineers have trouble with this:
Many people communicate too many details, in which case the recipient doesn’t understand anything. Or he focuses on tertiary points while missing the primary one, because he doesn’t know which is which. Sometimes people communicate too little details, in which case the recipient doesn’t learn anything new, or doesn’t believe what you said.
Imagine I said, “My Verna is fast, with a 1.5-liter turbocharged engine and a 7-speed DCT.” If you didn’t understand that, I need to eliminate one detail. To do so, I have to identify which is the least important detail, which is that it has 7 gears. If it had 6, I’d still have bought it. So I’d eliminate it: “My Verna is fast, with a 1.5-liter turbocharged engine and a DCT.” If you still didn’t understand, I have to identify the second least important detail (say that it has a DCT) and remove that: “My Verna is fast, with a 1.5-liter turbocharged engine.” If you still didn’t understand, I’d simplify that further to “My Verna is fast, with a turbocharged engine.” If you still didn’t understand, I’d simplify that finally to “My Verna is fast.”
Imagine you have a slider that can be dragged to increase or decrease the amount of detail.
A community is a set of people like alumni of your college, which can be divided into groups like Music and Travel.