Instacart’s Poor UX: a Case Study

When we talk about creating a good user experience people like to throw around the term “delight.” And delight is a great idea. I’m all for delighting people. But, as with so many things, it is easier said than done. It’s impossible to delight without first being reliable. Instacart‘s poor UX is a great example….

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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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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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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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