Comparing the outage experience of PSEG and Verizon Fios We recently had a storm that took out both power and Verizon Fios. The frustrating part was how well PSEG communicated and how disjointed Verizon was. The app and web did not sync, call centers had no idea what was happening, and the automated line...
Continue readingLooking at UX Through the Lens of AI
How Artificial Intelligence Is Reshaping the Experience Layer of Software User experience has always been about reducing friction between people and technology. Good UX removes confusion, simplifies decisions, and makes complex systems feel understandable. For decades, designers did this through layout, navigation, and interface design. We created buttons, menus, dashboards, and flows intended to...
Continue readingThe UX of Uber: A Product Everyone Uses That Still Needs a Redesign
Some of the most widely used apps in the world still contain surprisingly poor user experiences. Uber is one of them. The irony is that Uber solved one of the hardest UX problems in technology: requesting a ride in seconds. The core experience is brilliant. But as the product expanded into food delivery, reservations,...
Continue readingGenerative UI and the Rise of the Disposable Interface
Spotify For most of the history of software, the interface has been fixed. Designers created menus. Engineers implemented screens. Every user entered the same structure and navigated the same paths. The assumption behind nearly all software design has been that the interface should be predefined and persistent. That assumption is beginning to collapse. A...
Continue readingAI Agents: Why 2026 May Finally Be the Year They Matter
Spotify For the past two years, the technology industry has talked endlessly about AI agents. In 2025, the expectation was clear: agents would transform software. The reality was less dramatic. Most “agents” released in that period were little more than upgraded chatbots with a few automation hooks. Meanwhile, something else captured the spotlight. Generative...
Continue readingUX as an AI Model Differentiator
Spotify Why the next battleground for AI platforms isn’t raw intelligence — it’s how they feel to use. We are living through a moment of profound AI convergence. The underlying models — the transformers, the reasoning engines, the multimodal stacks — are rapidly reaching feature parity. OpenAI, Anthropic, Google, Meta, and a wave of...
Continue readingThe UX Clarity Crisis
Spotify For the past twenty years, UX has focused on reducing friction. Make it faster. Make it simpler. Remove steps. We succeeded. But now the industry is discovering something fascinating. When friction disappears entirely, it sometimes disappears with it. AI now performs tasks that users once understood. Systems write emails, schedule meetings, summarize documents,...
Continue readingWhat It Really Takes to Change Human Behavior Inside an App
Spotify Changing a user’s behavior inside an app is one of the hardest problems in product design. It sits at the intersection of psychology, neuroscience, and interaction design. Many apps try. Most fail. The reason is simple: behavior change is not a UI problem. It is a human systems problem. Let’s unpack what actually...
Continue readingThe Only Person Who Should Think About the Path Is the Designer
Spotify For the user, it should be instant. There is a test that every digital product either passes or fails within seconds of first use. Not a usability test. Not an A/B test. Not an NPS survey. It’s simpler and more brutal than any of those. The user opens the product and either thinks...
Continue readingUX Is Dead. Long Live UX.
Spotify The discipline isn’t disappearing. It’s being rebuilt from the ground up. Most people haven’t noticed yet. Let’s be honest about something uncomfortable. The version of UX that got celebrated in the 2010s (the sticky-note workshops, the linear design sprints, the 40-slide research readouts, the Figma handoffs) is over. Not declining. Not evolving. Over....
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