Why do we so rarely put human experience at the center?
Toby's point is solid 🎯.
More importantly, ignoring the incredible diversity of different human needs.
Despite many companies claiming they're "Customer-centric."
and allegedly using "personalization" everywhere
🚫 User first hardly exists, from my experience.
You see it in the crappy call center menu systems,
The Impossible to reach company leaders,
Repeated careless restructuring,
Hostile cancellation processes,
Tedious signup flows,
& Complex tax filing,
📍Clearly, we rarely put actual humans at the center.
Especially as we push into AI and increasing automation 🤖, my concern is we're essentially accelerating and locking in the trend of ignoring the needs of real people.
When will we start including the broader range of human contexts in our design of these systems?
⏰ Isn't it past time for this change?
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PS. While we continue putting so many people's needs at the bottom of the pile, the current patterns of this world will continue.
Too often, the majority gets short-changed while we satisfy the cravings of the few.
We rarely put human experience at the center.
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