Adults over 60 control 27 percent of global consumer spending and represent the fastest-growing demographic segment in the developed world. Most digital products designed for them are condescending, inaccessible, and built on assumptions about aging that the users they were built for would reject on sight. Spotify Here is what most design teams do...
Continue readingThe Top 10% Website That Still Feels Like 2010: Rebuilding WebMD
A structural redesign for the internet’s most visited health information site, built for how people actually search for symptoms today Spotify This is my approach to redesigning WebMD. Every entry in this series starts with the same filter: the site has to be already winning. Not a struggling brand looking for a rescue, a...
Continue readingYour Best Customer in 2027 Will Never See Your Product Page
The store was built for browsers. The next customer does not browse. And most retailers are optimizing the wrong experience for the wrong user. A note on perspective: This article is written from the CEO and Chief User Experience Officer chair simultaneously. Retail and ecommerce UX has been optimized around one assumption for 25...
Continue readingUsing AI for a Side Hustle: Don’t Believe All the Hype
Spotify The internet will tell you AI can build a $10,000-a-month business while you sleep. After building real products with AI, here is what it actually does and what it absolutely does not. The YouTube thumbnail says: I Made $47,000 Last Month Using ChatGPT. I Promise You Can Too. The person in the thumbnail...
Continue readingThe Banking App Is Not the Future of Banking
Open Banking regulation arrives in 2027 and most banks are treating it as a compliance problem. The ones that treat it as a design problem will own the next decade of financial services. Most financial institutions track Open Banking as a regulatory and technology obligation. It is also the most significant forced redesign of...
Continue readingThe Flimmering of Screens and the Soft Arrival of What Comes After
Somewhere between the last button and the first thought, there is a field called design. It is currently arguing with itself about what to do next. The argument is overdue. The outcome is spectacular. Spotify The screen is flimmering. Not flickering, not fading, not dying in any of the dramatic ways that technology deaths...
Continue readingIf You Are Remote, Turn the Camera On. But Know When to Turn It Off.
Your face is the interface. Most remote workers are designing it badly, and most remote culture policies are making it worse. Here is the actual give and take nobody writes plainly. Spotify I have been in remote meetings for over fifteen years. I have sat across from the black square with the person’s name...
Continue readingWhat Did Ferris Do?
A CEO and CUX officer perspective on the next UX shift that will divide the industry into two groups: the ones who moved and the ones who watched A note on perspective: This article is written from the CEO and Chief User Experience Officer chair simultaneously, because the trend I am describing requires those...
Continue readingThe Member Portal Is Dying. What Replaces It Will Define the Next Decade of Healthcare UX.
The 2027 trend nobody in healthcare leadership is talking about loudly enough: the AI health navigator is arriving, and most organizations are not ready to lead it A note on perspective: I write most of my UX content from the practitioner’s chair. This one is written from a seat above. The CEO framing changes...
Continue readingPrivacy Is Not a Banner. It Is an Architecture.
82 percent of customers abandoned a brand last year over data privacy concerns. The consent banner your legal team designed in 2019 is not fixing this. It is causing it. Spotify The cookie banner is the worst designed piece of software in the history of the web. It is universally hated, universally ignored, routinely...
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