UX design
fromMedium
4 hours agoDesigning for the invisible customer
The act of choosing in design is increasingly outsourced to digital gatekeepers, redefining the role of design and aesthetics.
For decades in SAAS, products reduced ambiguity. Users supplied constrained inputs, and the system handled the output. It's never been Minority Report cinematic, but it was predictable. By providing predictable environments for manipulating data, users learned by moving things, adjusting variables - and the outcome emerged through interaction.
We live in a paradox. Never before has humanity had access to more information, faster. Yet our decisions, from what we eat to whom we vote for, what we watch and who we date, remain stubbornly resistant to facts alone. Public health campaigns armed with statistics fail to shift behavior. Climate science, however substantive, struggles to ignite action. Heavy economic data rarely changes minds about policy. The uncomfortable truth? We are not the rational creatures we pretend to be.
When Sonos released its redesigned app in May 2024, the backlash was immediate and brutal. Users couldn't access basic features like volume control and alarms. Systems became unusable. The company's stock plummeted 25%. Eventually, the CEO was replaced, and lawsuits claimed over $5 million in damages from customers who'd lost functionality they'd paid for.