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.
A community is a set of people like alumni of your college, which can be divided into groups like Music and Travel.