「効率化」という名の傲慢:HPの「15分待機」実験から学ぶ、AI時代のダークパターンと真のUX設計 (English)
The Arrogance of “Efficiency”: Learning from HP’s “15-Minute Wait” Experiment — Dark Patterns and True UX Design in the AI Era In the field of customer support (CS), the balance between efficiency and user experience (UX) has always been a subject of intense debate. However, the “15-minute forced wait” experiment reportedly conducted by PC giant HP (Hewlett-Packard) in 2025 has cast a chill over this discussion. While framed as a measure to encourage a transition to AI-driven automated responses and self-service, this publication, TechTrend Watch, asserts that this is not mere “efficiency.” Rather, it is the “intentional application of friction” against users—a dark pattern that actively degrades brand value. ...