Column: Inclusive User Experiences

Healthcare user experiences are at a crossroads. On one side is empowerment—the illumination of clear paths through confidence, knowledge, and control. On the other is confusion—a shadowy labyrinth that is fraught with anxiety and uncertainty. For patients who are navigating the world of digital healthcare, every interaction with a telehealth platform, a patient portal, or a wearable device can feel like a moment of decision.

The promise of healthcare technologies is undeniable. They aim to connect patients and providers, streamline care, and provide a clearer picture of a patient’s health. But here’s the reality: even the most innovative tools can fail their users if their design leads to frustration or missteps. A poorly labeled button, an inaccessible user interface, or an unclear workflow can turn what should be a life-saving tool into a source of error and, in the worst cases, endanger patients’ well-being. Read More

In recent years, accessibility has come to the forefront in design, with a strong focus on accommodating visual, auditory, and motor impairments. While these efforts are commendable, there is another equally critical dimension of inclusivity: neurodiversity. Neurodiversity refers to natural variations in human cognition, encompassing conditions such as adult attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder (ASD), and dyslexia.

However, designers of digital user experiences often overlook the needs of neurodiverse users. As UX professionals, it’s our responsibility to address these gaps and craft product experiences that are not only accessible, but truly inclusive for everyone. In my new column, Inclusive User Experiences, I’ll explore the importance of designing for neurodiversity and provide actionable strategies for creating more inclusive experiences for neurodiverse users. Read More

The sky over Los Angeles glowed orange as thick smoke rolled through the city. Sirens blared, helicopters circled, and streets emptied as residents scrambled to evacuate. Amidst the chaos, digital tools became a lifeline. Apps such as Watch Duty tracked the wildfires’ progression, air-quality monitors warned of toxic conditions, and cars’ navigation systems helped determine escape routes. But even with this wealth of information, confusion reigned.

I found myself—and everyone around me—cycling between multiple apps, cross-referencing sources, and second-guessing decisions. Some updates contradicted each other. Evacuation notices often arrived too late. Road-closure data lagged behind real-world conditions. This experience underscored a harsh truth: even in the digital age, user experiences for crisis-response remain deeply flawed. Read More