Column: Inclusive User Experiences

The first time I opened a banking app while abroad, I experienced a cascade of error messages, log-in delays, and a red banner flashing “Fraud Alert.” My heart rate surged—not because I had made a mistake, but because the user interface made me feel like I had. I wasn’t actually under threat, I was experiencing an inadequate design.

In moments such as this, we can see just how deeply product user experiences can affect people’s emotional well-being. User interfaces that confuse, rush, or overwhelm users create more than friction, they create anxiety. Although we often speak of frictionless design in terms of usability, the truth is that some of the most damaging friction is psychological. In an already stressful world, our digital products all too often amplify that stress. Read More

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

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