When Ethics in Healthcare Impact Real People

In a recent Twitter argument someone posed the question: how does Elizabeth Holmes, founder of Theranos, a company that claimed to change the world of blood tests, differ from any other startup founder? Startup founders are asked to… bend the truth. Shareholders want to know that the biggest, brightest, most exciting new idea is coming,…

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Why I Care About Financial Wellness

Financial wellness? Sounds boring. Worse, the finance industry is embroiled in scandals, corruption, and poor user experiences. Why would someone who cares about people want to enter the world of banks, wealth management, and financial institutions? Because people need us. Financial wellness is at stake. Banking is Not Human In spite of the commercials telling…

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Will There Be a One-Stop Health Shop?

“Like Google” requests literally¬†every client. They want an experience that simple, that easy… and also that ubiquitous. Most organizations dream that people around the world will go directly to their website for every possible need. They want to provide “a one-stop shop consumer experience”. You know you’re nodding. It does sound simple. You too want…

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Planning and Writing for Voice UI

Last week I gave a talk on planning and writing for voice UI. In the talk, I explored a few important concepts: A voice interface is not right for every experience. Voice interfaces are different from chatbots and other conversational interfaces. When you are creating a voice interface – either for a car, a new…

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Empathy is Not the Answer to UX Design

As UX practitioners, our job is to aid, support, and at times protect end-users. We create experiences that help them. Therefore, it seems a no-brainer that “empathy” benefits UX design. Many, many, MANY articles have been written about empathy in UX. Nielsen Norman Group has written about Sympathy vs. Empathy in UX. Career Foundry explored…

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How to Create Personalization Business Rules

Lately I’ve been exploring what defines personalization, and how low-tech personalization can succeed (no machine learning required!). I’ve also learned a lot from my colleague Kevin Nichols. And I’ve realized something. All personalization requires a low-tech approach. All personalization has personalization business rules. Personalization business rules are the key to answering the question: what content…

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The Illusion of Choice: A Dark UX Pattern

Back in 2015 I wrote about the “perception of control“. These are situations where people don’t (or can’t) have control, but UI elements help make it look like they do. But lately I’ve been hearing about a dark UX pattern. This pattern, much like the UI patterns I noted, looks like a choice. But it…

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