Real life is complicated.
Even after we’ve tested all the important user flows and polished the edges in our app or site, people still stumble. Why? Because we’re humans, and because our products still have:
- Broken flows: transition points or interactions, like a form on a site, that aren’t working correctly.
- Content gaps: someone needs a specific piece of content, but you don’t have it—or it’s not in the right place at the right time.
- Pain points: people get hung up and are likely to abandon the site or app.
Making digital products friendly isn’t enough to make them feel human.
For more on this topic, I highly recommend Design for Real Life from A Book Apart; the ebook is only $11.
Instead of treating stress situations as edge cases, it’s time we move them to the center of our conversations—to start with our most vulnerable, distracted, and stressed-out users, and then work our way outward.
The reasoning is simple: when we make things for people at their worst, they’ll work that much better when people are at their best.