Mercedes Benz
Jumping from the driver's seat of a car built before 2010 into a new car can be quite a shock for the future. During that time, automakers have been on a technology spree, packing new vehicles with all sorts of gadgets, gadgets and features, some designed to make life easier, others to make your ride safer. But do car buyers really want all that stuff? A new survey from JD Power suggests that may not be the case.
Over time, a new convenience feature becomes something buyers expect. Starter motors replaced hand cranks for good reason, and I imagine most modern drivers would prefer not to have to deal with manual chokes. Manual windows became more expensive and heavier than electric ones, leading to their extinction.
Part of the evolution of technology has come from regulation, or the threat of it. While many bemoan the “iPad on the dashboard,” the legal requirement of a rear-view camera means that there must be a screen in the car to display the images. Steering wheels and dashboards have become increasingly obscured, so airbags are no longer visible. And now dashboards hide sensors that can warn the driver or stop the car in the event of an impending head-on collision.
But according to JD Power's Tech Experience Survey, which “measures problems encountered and user experience with advanced technologies as they are introduced to the market,” advanced technology in cars must solve real problems, and too much technology simply doesn't do that.
For example, drivers generally appreciate driver assistance systems, known in the industry as ADAS. Blind spot monitoring solves a real problem. But does anyone actually use their automated parking system? JD Power found that systems that partially automate a driving task – even the most advanced hands-free systems – are perceived as having little use. That finding dovetails well with data released last month by the Insurance Institute for Highway Safety that showed partial automation does not make cars safer.
No more screens
My current black beast is the trend among automakers to install an additional infotainment screen directly in front of the passenger, separate from the main infotainment screen in the center console. Blame it on Ferrari, which began equipping its supercars with a passenger screen, perhaps in the mistaken belief that Ferrari drivers wanted their passengers to know how fast they were actually going.
Ferrari's early passenger displays were somewhat limited, but have evolved into a second full-fledged infotainment display for the non-driver. Porsche did this with the Taycan, then Mercedes brought us the “Hyperscreen,” which was actually three separate displays and a lot of empty dashboard, all on a single pane of glass. The latest trick, as seen in some new Audis, is to have an active privacy mode, so the passenger can watch videos, but the driver can't see anything at all on that display.
If the idea of giving front passengers their own display when there's already one right next to them seems over the top, then welcome to my club. We're not alone – JD Power says passenger screens are viewed negatively by many owners, noting that “it's difficult for dealers to teach new owners how to use the primary infotainment screen, let alone a second one.”
Other examples of new technology solving a nonexistent problem include facial recognition, fingerprint scanners, and gesture control. Having tried all three in various new cars over the past few years, I'm not surprised by their inclusion. However, I never felt safe enough to leave the key at home with Genesis' facial recognition, and BMW's gesture control means that you could accidentally turn the sound system up to full volume if you talk with your hands too much.
But not every new innovation has been met with rejection. JD Power points out that AI-based features such as intelligent climate control have quickly gained popularity.
“A strong advanced technology strategy is critical for all vehicle manufacturers, and many innovative technologies meet customer needs,” said Kathleen Rizk, senior director of user experience benchmarking and technology at JD Power. “At the same time, this year's study makes it clear that owners find some technologies of little use and/or find them a constant nuisance.”
The research firm says its technology survey is designed to help automakers decide where to invest their R&D resources. When we see offensive technologies in cars becoming less common, we'll know which OEMs have been paying attention.