I write and reflect on how listening, framing, and limits shape design decisions, grounded in projects across global e-commerce, healthcare, and accessibility.
I write and reflect on how listening, framing, and limits shape design decisions, grounded in projects across global e-commerce, healthcare, and accessibility.
Meaning often hides in silence, in pauses where nothing seems to happen.
We shift focus to listening as method — not for answers, but for presence. What happens when research begins with attention, not intention?...
A single pause during shift handover revealed more than any usability test. This piece explores what ethnographic research in UX can uncover — not through more data, but through deeper presence. When ...
Perceptible Information In a redesigned train station, a passenger misses her train not because she wasn’t paying attention — but because the system went silent....
I recently watched a video of a pianist performing John Cage’s 4’33”. It is quite an inspiring performance, especially when we consider the pianist’s use of silence and how this also...
Every method leaves something out, and those absences matter.
What if writing doesn’t clarify but over-defines? We examine how language can preserve nuance — and when to let the unsaid remain....
What if the most human parts of user behaviour don’t show up in the data? This article explores what pauses, silences, and gestures can teach us, and how analogue methods help us notice what digital t...
Simple and Intuitive Use. A screen reader user encounters a blank button. There’s no error — only the sense that something is missing, and it might be them....
Tolerance for Error. A small banking mistake becomes irreversible. There was no warning. No pause. No way back....
The words we choose can open paths or close them.
Every method has edges. This conversation explores how framing reveals some things and hides others — and how we might notice what nearly escapes....
Language reveals and shapes. This lesson explores how writing guides, challenges, and mirrors user experience....
Introduction — The Tension Metaphors are shortcuts to understanding. They compress complexity into something we can name, point to, and discuss. In multidisciplinary teams, they give everyone—from eng...
Executive Summary The Three Navigators of the Desired Path framework uses the archetypes of Columbus, Magellan, and Shackleton to capture three strategic approaches to digital transformation. • Columb...
Tools matter most in how they shape our seeing.
What if the heuristic is right, but the interface still fails? This article explores how evaluative tools can obscure as much as they reveal, and why reflection, not rule-following, is the real work o...
What happens when users have no prior experience with the product or tool we are designing for? How can we help them build a mental model of how it works and make informed predictions about what will ...
We often ask participants to be transparent, but not our tools. This piece explores how platforms — from sentiment analysis to AI summaries — quietly shape meaning before we begin. What ethical questi...
When user findings conflict, it’s tempting to resolve the tension quickly. But what if contradiction isn’t a problem to fix, but a pattern to follow? This article explores sensemaking in UX research a...
How a global retailer reshaped its digital approach through research-led strategy.
Self-referential loops give the illusion of progress but only circle back on themselves. In UX research, the challenge is to spot when insights are truly expanding outward, like a golden ratio spiral,...
AI-generated writing often provokes stronger unease than AI images or music. This essay explores why: the Western legacy of authorship and originality, the role of authenticity in different art forms,...
AI translation tools promise to undo the Tower of Babel, but performance gaps and cultural bias reveal a fragile unity. This piece explores how multilingual AI privileges dominant languages, risks era...