Fix it now

At this moment there are thousands of people connecting to this website and others that are hosted on Posterous. Each of those people comes away from that interaction with a positive or negative experience.

This is true for all websites and all consumer brand experiences actually... If you are Hertz, American Airlines, or even the corner coffee shop, there are experiences and interactions that happen with great frequency.

Our challenge is to make as many of those experiences positive. Not tomorrow. Not next week. Now. Because it is easy to envision a distant future that is better. But until that future is realized, thousands or millions of other people will have to endure a bad experience before you can get your act together. They may be tiny grievances accumulated over hours and days, but in the meantime a better future is sitting in a Gantt chart or bug tracker or Excel spreadsheet someplace.

These are only the minor annoyances, though I'm sure there are a few major ones as well. But when you add it all up over time and frequency that is one heck of a lot of human pain. Luckily, it is within our hands as designers and engineers and experience creators to turn that pain into happiness. It is our job. We care and we are working on it. So should you.