That’s something Ben Thompson said a recent episode of Dithering. He was referring to how he felt while trying to help his mom get control of her digital life. Everything was just too hard and convoluted and he felt embarrassed as someone who works in tech.

That very same evening, I randomly got this text from a family member.

I hear this a lot from family and friends who sit outside tech.

“Nothing works.”

“Everything is hard to use.”

“I can’t make sense of this.”

And to them I am a representative, a connection, to this pain in their lives.

And I, too, am embarrassed on behalf of the tech industry — by our collective failure.