Let’s talk for a moment about why I misfiled my tax extension. Melty Jello brain aside, bad software design almost cost my little family $2,500.

Background:

When I’m not wrestling a one-year-old into tiny shoes, I’m a User Experience Designer. This means I work with software companies to create easy-to-understand interfaces.

It also means that when I screw up my tax extension, I look very carefully at the software path that got me there.

Dramatic Reenactment:

It was April. I needed to file an extension. Like most Bay Area tech nerds, I hate mail. I consider it a personal affront if I have to print out a form, write an address, locate stamps, and put a letter in the whatsit…mailbox…thing. Naturally, my first step was to search irs.gov for “file extension online“.

Problem one: Too many results

The IRS site is too damned helpful. There were 948 results for my search. Many results were press release or blog type articles hinting at the existence of online extension filing, but containing no direct links. I wanted to find one or two good matches. Instead, I found a sea of irrelevance.

Problem two: Too many names

I hopped down a bunny trail for about ten minutes, searching for a feature alternately referred to as “E-file an extension”, “Free file”, “Freefile”, “Free Fillable Forms”, “Free File Fillable Forms”, “Free Federal Extension”, “Form 4868″, “Traditional Free File”, and “IRS e-file”.

Problem three: Inconsistent design

I eventually landed on a modern-looking site that seemed likely. I clicked “Get Started” and wandered through four increasingly less-well-designed pages which jumped from site to site, forcing me to read and parse options despite having already told the system what I wanted.

Problem three: Asshole account requirement

The eventual winner was a page called “Free File Fillable Forms” which required me to create an account and update my Flash plugin. I was already logged in to irs.gov, but that didn’t count. I created “a password that is different than my User ID, between 8 and 32 characters, and contains at least 1 number and 1 symbol”. All the eye-rolling gave me a headache.

Problem four: Misleading email

I received a spammy looking ALL CAPS email telling me my account had been created. I filled out the IRS extension form, which was the easiest part of the process. I submitted, and received another spammy ALL CAPS email saying “Your federal return was successfully transmitted”.

At this point, I fell on the bed and whined to my husband for several minutes about information architecture. Then I fell asleep, secure in the certainty that I had filed an automatic extension. Taxes wouldn’t be bothering us for a few more months, by which time we would certainly be getting more sleep.

Months passed. There was no sleep, but we still did our taxes. One day, we received an exciting letter! The 8-32 character password was for naught. We hadn’t filed an extension. We were scofflaw losers who owed the IRS huge penalties.

What happened? Email forensics turned up the unhappy answer. Seven and a half hours after I had filed the form, I quietly received a final ALL CAPS email. It looked the same as the others, and had the same subject line. It filtered right into the folder I use for Crap Communications from Companies.

Our extension had returned “Error Code 0312: Reserved for Electronically Transmitted Documents (ETD)”. At least they provided an acronym in case I needed one.

I hadn’t noticed the email. I didn’t realize the form had been rejected. It was my mistake, but it could have been prevented with a more carefully designed user experience.

Lessons:

A Seattle Post-Intelligencer article called File your taxes free, but read carefully points out that the Free File service is made up of several companies who each have different restrictions on who can file online. This would have been good to know. If my age and/or income didn’t match the criteria, the system should not have let me submit my form.

Back-end form validation isn’t that hard. It is easier to filter out invalid data than to waste the IRS’s time by submitting a flawed document, parsing return error codes, notifying the user, and having the user write critical blog posts about you.

I’m not sure why my extension failed. The error code only tells me what I already know: that I filed electronically, and that the first letters of Electronically Transmitted Documents are ETD. A more specific error system would be nice.

Still, the real reason I feel double-crossed can be attributed to an oversight shared by other, better websites. Nobody thought of email communications as part of the user experience. One person made the website, and another person wrote the emails. Chances are the email person was a clever engineer who made a template and inserted variables instead of crafting separate text for each use case. Entire lines of code were saved. And as a result, every email has the same subject heading. Every email looks like a bit of auto-generated confirmation junk, and nobody actually designed the most crucial communication in the entire experience.

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Yes, that was my letter from the IRS.

I misfiled our tax extension. My husband, who is hilarious, wrote a letter to the IRS asking for clemency due to new-baby-induced Jello Brain. The IRS, who are apparently also hilarious, quoted him in their response.

I scanned the letter and he put it on Facebook. It went viral.

That afternoon during a lull in the daily baby-management, I hopped on Reddit to post the letter and discovered that someone had put it up hours earlier. Our funny IRS letter was now at the top of Reddit’s front page.

Over 1,800 people left comments and opinions. Everyone was pretty nice and we enjoyed the discussion. Some IRS employees even chimed in, talking about their jobs and lives.

This is the nature of the Internet. Something strikes a chord in our collective subconscious, and we share it with ourselves at the speed of thought.

I think we are all a little afraid of the IRS.

They seem to speak a slightly different language. They use phrases like: “A nonbusiness bad debt must be treated as a short-term capital loss” and look at us expectantly.

Every year they make us do math. They know our financial secrets, and they remind us that our money will be spent by people we probably didn’t elect, on things we might not like.

They could put us in jail. They took down Al Capone.

As a result, people yearn for a bit of humor from the IRS. I think any reminder that the government is made of people who are themselves parents and taxpayers is welcome news.

Anything to break the tension.

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Yesterday I tweeted:

The Kaiser Permanente site is pretty, but someone organized it using their butt.

I had just spent an hour on their member website trying to set my daughter’s primary care doctor. The links I followed did not lead to useful content. I was frustrated. I wrote:

I officially volunteer to redesign the Kaiser site. For free. Just so I don’t have to use it in its current state. Call me.

And I got a response! Sort of. In the form of an autoreply directing me to the Contact Web Manager form.

I’m pretty certain I can’t re-architect a site in a fixed-width six line text box in under 1000 characters.

Still, I tried. Here’s my cranky critique, crammed into a tiny webform textbox after a day spent with a teething baby and no clue who her doctor is:

1. Kaiser. You break my heart. Your site architecture is spaghetti.
2. Link titles should match their destinations.
3. Text should be optimized for the web. Cut the wordcount by 75%. Seriously, cut the “If you prefer, you may call us” wordy bullshit. It actively prevents people from getting the information they need.
4. Dynamic, member-specific content like records and messages should not try to ship you off to one size fits all “resource” pages.
5. Who is your user? Members? Potential Members? Employers? Identify common use cases and count the number of steps and breakpoints.
6. “Are you an Employer?” is not a helpful architectural node.
7. I can tell you sprung for the bulk membership to clipart.com, so kudos on the pretty pictures but they eat up most of the space if you insist on a 10 year old fixed width layout. Grow some CSS.
8. Seriously. I love Kaiser, but this site hurts me.

I’ll keep you guys updated if anything exciting happens as a result of my whiny ranting. I’m sure there are fifty good reasons why their site sucks the way it does, but as a user I simply don’t care. I want a big red “do the thing I want” button. And possibly a pony.

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The 70′s band Journey is kind of a big deal out here. Apparently they are from the Bay area, and there is a San Francisco civic statute requiring all radio stations to play Journey songs every three hours. Or, so I gather.

While doing a deep textual analysis of the song Don’t Stop Believin’ (sic) this morning, I noticed the phrase “Just a city boy, born and raised in South Detroit.”

As a Michigan native and Flint Expat (good blog, btw) my librarian senses began tingling. South…Detroit?
South Detroit.
Huh.

Let’s just check the map.

Detroit…
Yep, there it is. Suspicion confirmed! South Detroit is Windsor. Also known to Geographers as Canada.

I guess that Midnight Train going Anywhere was the Via Rail, huh?

(cue guitar solo)

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Introvert,  extrovert, or false dichotomy?

I’ve been baring my soul and cockeyed schemes on the internet since 1997. I tell total strangers here on this site about my life, my thoughts on work, and the things that bring me joy. I’ve had two jobs where I acted professionally. I love making strangers smile. On Sundays, I invite everyone I’ve ever met to my home for BYOBrunch, and bask in the glow of a full room of happy people. I have sung badly in public, danced at any opportunity, and told jokes in front of large crowds. Very little embarrasses me.

Extrovert.

But I spend most of my life absorbing data. I work behind the scenes on applications that are the digital equivalent of sand mandalas. At my best, my effort becomes invisible, unnoticed. I love silence. My favorite vacation activity is walking through strange cities alone, or snorkling, both ways of existing in the divine silence of another world. I curl up like a cat under a blanket to recharge. When I had my daughter, I didn’t leave the house for four months. I order takeout by internet rather than phone. I rarely use my phone as a phone. I avoid answering emails, even from good friends.

Introvert.

I think the introvert/extrovert dichotomy attempts to explain seemingly incongruous tendencies that can arise in social animals. Our social dynamic and learned responses reflect a variety of alpha- or herd instincts. I would be  surprised if most people completely embody one or the other.

In related news, I’m sitting in the Noe Valley Library courtyard, and a group of middle-school kids are in front of me, giggling and making prank calls. Extroversion? Anonymous herd aggression as bonding mechanism?

Time to get up and go to the coffeeshop? Yes.

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Hey gang,

I’ve been funemployed for several weeks, and am rapidly losing my mind. I could use some perspective.

The new crop of students must be coming into the library to do last-minute midterm research around now. Remind me what I’m missing by skipping out on my library career to make software?

I declare this an open thread. Gimme some funny library stories!

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Face front, true believers!

I love the way Stan Lee addressed his readers with such an intimate and glorifying phrase. True believers! Sure, you were just reading a Spiderman comic book, but he implied that this act joined you with a like-minded group, and certified your character as loyal and faithful.

I poked around looking for an appropriate “Face front” image, and found this poster in the Soviet Museum‘s digital collections. If you have a bit of time, check out the collection of pro-Lenin fairy tales.  I also found an associated grumpy thread on Metafilter, comparing the ubiquity of this style of propaganda art in Soviet Russia to something like garish ads for fast food and grocery store mailers.

Face front, true believers! Today is beautiful, and we will face it with the resolution to do good.

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My young daughter is eating solid food. She has two lower teeth, which she uses to great effect, scraping away like a reverse-squirrel. This is an exciting time for my husband and I, since we get to share some of our favorite foods with her. We also get to see these favorite foods converted into sneeze-splatter and spread across the front of our work shirts. Know this: Bibs are not just for infants.

After a few weeks of experimenting with toddler-cuisine, I’ve changed the way I shop for groceries. Instead of perusing the shelves of my local organic butcher, thinking “hmm would this hanger steak would be good pan-seared with truffle salt?”, I now think things like: “I wonder what other tube-shaped food this Safeway carries?” and, “Oh wow, you could really get a grip on those cheese sticks.”

As a freshly-minted Bay Area foodie, Elizabeth is more pencil sharpener than connoisseur.

As a freshly-minted Bay Area foodie, Elizabeth is more pencil sharpener than connoisseur. We hand her a Morningstar Farms veggie sausage when she wakes up, and listen for the high pitched buzzing sound as she fragments it into a light rain of sausage-shavings which patter to the floor. We then lift our soy-sawdust covered child out of the highchair, shake her up and down, and deposit her back in the living room where she carries out her daily experiments.

Bagels are her favorite. Despite its mammoth size, a cinnamon-raisin bagel is easy to grip in both hands and wave around. After a few minutes eating the proportional equivalent of a telephone pole, she holds the bagel over her head and shrieks in delight, praising her sky-gods for the gift of carbohydrates.

she holds the bagel over her head and shrieks in delight, praising her sky-gods

At the end of a long day’s eating, it has been my distinct pleasure to discover bagel parts at the bottom of my bra, where they have been covertly deposited by Elizabeth during one of her periods of arm-waving and violent twisting. I believe she has come to view my cleavage as some sort of pantry for the deposit and withdrawal of delicious food items. Rather than admitting defeat and covering my lingerie with contact paper, I’ve decided to try and interest her in vegetables, which I hope will be gentler and more refreshing in the knockers-region.

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Recently I’ve been importing the ancient Librarian Avengers archives to live within WordPress. Because the site goes back to…hrm… 1997, there’s some data munging to do.

Right now I’m concerning myself with the period after Graduate School, when I moved to Ithaca, NY for an ostensibly-cool digital library fellowship. I couldn’t talk about how much I hated it at the time so the entries are mostly tangential to the work I was doing, but there’s still some fun stuff.

Importing ancient blog posts involves a bunch of tagging, titling, category-setting, and general modernization. I’ve been progressively making my way through the old posts, adding images, fixing spelling mistakes, and generally adding a bit of polish.

Part of the reason I’m taking on data scrubbing as my One Designated Personal Thing to Do this evening, is that today has been a study in helplessness. My daughter has a (small) fever. It’s the first time she’s been sick, and I’m trying to direct my need to control something (anything!) in a positive direction.

Also, cleaning data is pretty therapeutic after some of the body fluids I’ve encountered recently.

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Breastpumping
My commute to work
Taking a shower
The three block walk to return my library books
Sleeping
Leaning on my similarly exhausted husband and staring vacantly at something on a screen

**UPDATE** I just finished Tina Fey’s new book Bossypants and was put to shame by her fantastic list of “Me Time” activities. I totally forgot to mention “Say you’re going to look for the diaper crème, then go into your child’s room and just stand there until your spouse comes in and curtly says, ‘What are you doing?’”

Go buy her book.

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