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

In today’s healthcare environments, touchscreen user interfaces are everywhere—from patient check-in kiosks to bedside tablets to medication-dispensing units. These digital tools promise convenience and efficiency, yet for many users, especially those who are neurodiverse, they can introduce confusion, anxiety, or even outright barriers to access.

I first became aware of this tension in a waiting room at a busy clinic. A touchscreen check-in station stood near the entrance, with bright icons inviting interaction. I watched as a woman stood hesitantly in front of the screen, her body stiff with uncertainty. After several failed attempts to navigate a series of unclear prompts and becoming visibly flustered, she stepped aside. A staff member intervened, but by then, the system had already failed in its core mission: making access easier. 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