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Let’s take a moment to think about the time you’ve spent navigating intranets, password resets, project management software, or government websites. How many moments of technological frustration can you add up in the last few days when you think about them? Some of these websites and platforms are too important to avoid — they enable us to fulfill fundamental human transactions and operations. In today’s world, it’s become common to feel our energy is depleted by this steady stream of digital experiences.
Given our increasing dependency on digital interactions, advocating for good UX will become increasingly necessary, as our reliance on digital tools continues to grow. A new canvassing of experts in technology, communications, and social change by Pew Research Center presents a universal view that “people’s relationship with technology will deepen as larger segments of the population come to rely more on digital connections for work, education, health care, daily commercial transactions and essential social interactions.” As this shift toward what is dubbed a tele-everything world continues to unfold, the people who work in tech hold an incredible responsibility to ensure that their creations make life simpler, not more stressful or more time-consuming.
As a designer, I feel a sense of responsibility to dig deeper into why it’s so uncommon to encounter digital tools that are straight-up simple, empathetic, and helpful. In this article, we will explore the causes, as I’ve seen in my practice, look at the effects this can have on the team, and finally propose some actionable solutions that don’t just say: convince people to increase the budget.