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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The State of Voice UI in 2019

I spent last week at VOICE Summit, soaking in all that is happening in voice UI. Use cases for voice, new products coming out, and the latest technology dominated the stage. It was overwhelming, and incredible. Here are just a few of my many takeaways – and a few recommendations for where to learn more:…

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What is Personalization?

Personalization is one of those words that’s not quite a buzz word… but is also rarely defined. What is personalization? It’s a new technology, it’s an opportunity for better experiences, and it’s hard to do well. Good personalization feels like magic, but it takes a lot of prep work. Simply put, the technology in this…

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Healthcare Writing, John Cage, and Douglas Hofstader

When I’m not thinking about health literacy, I’m typically reading or playing music (not John Cage). I keep an ever-growing list of books to read, and it’s influenced by recommendations from friends, colleagues, and family. Which is how I ended up reading Douglas Hofstader’s book, Godel, Escher, Bach: an Eternal Golden Braid – and connecting…

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What are Behavioral Personas?

It seems that everyone has a reason for why personas don’t work. For example, Intergage suggests many personas are outdated. Whereas InVision sees organizations using personas as an excuse not to speak to users. Nielsen Norman Group thinks teams create personas in silos and impose them on teams. And CMO says they’re not specific enough….

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Systemic Healthcare Change from Within

Every year the Health Experience Design conference brings together patients and providers, health systems and health insurers, designers and developers. We meet to discuss the state of healthcare. At the same time, we explore ways to improve the experience. This year the theme was systemic healthcare change – and I’ve rarely been more inspired. What…

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Ethical Action Requires Room to Grow

Lately, it’s trendy to pull up a tweet from a year, five years, or ten years ago showing that someone (an actor, politician, etc) who has reversed their position on a topic is now a hypocrite. I want to hold people accountable for their words and actions. However, I’m worried about this particular method of…

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Thorny Problems in Mental Health and Well-Being

I’ve said it before, and I’ll happily say it again: nothing inspires me more than a day spent with passionate, invested people. This time, I was inspired by ILN West Coast. The ILN sponsored this one-day meeting with healthcare organizations. The topic: thorny problems in mental health. There are plenty of challenges in mental health….

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Accessible, Inclusive, and Ethical Design

What’s the difference between accessible, inclusive, and ethical design? It’s easy to use the three terms interchangeably. But they’re not the same. And while some designers may disagree on the details, it’s important to understand the broad distinctions. Accessible Design Accessible design is the creation of products or interfaces so that people with disabilities can…

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What is an Omnichannel Experience?

After three days soaking in the brilliance of Noz Urbina, Lisa Welchman, Rahel Anne Bailie, Mike Atherton, and so many other brilliant people at the premier OmnichannelX conference last week in Amsterdam, I finally have an answer to the question we all set out to answer: what is an omnichannel experience? What the Experts Said…

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