Your usability tests can’t see the users who already left
Accessibility problems don’t always show up as complaints. Sometimes people just work around your product, and your research never runs into them.
Writing
What I’ve learned about research, accessibility, getting stakeholders to agree, and designing with AI. Each piece starts with a short summary, so you can tell in a minute whether it’s worth your time.
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Designing an exit flow that gives people a reason to stay
We set out to build a resignation form. It turned into a way to learn why people were leaving and, where it made sense, give them a reason to stay.
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How to design AI features for compliance-heavy workflows
In compliance work, AI should point things out and let a person decide. A six-step method for designing AI features where a wrong guess can create real legal risk.
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Running user research in EdTech: four challenges and what worked
Four problems that kept coming up in research with teachers: locked-down devices, surprise participants, content that didn't match what they teach, and very little free time. Here's how we worked around each one.
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