Issues
Weekly reads on the decisions, details, and trade-offs behind better digital product work.
There's more to do before you ask 'Are you sure?'
Before adding 'Are you sure?', work out what the person still needs to choose, check or try.
The system broke it. Why is the user fixing it?
Products are good at detecting failure. They're often much worse at making clear who can actually fix it.
When a redesign makes familiar work slower
A cleaner redesign can still be a worse tool for the people who know it best.
Stop turning every answer into text
AI can answer the question and still make the user do the work of turning it into something useful.
Remember the work, not just the user
Remembering a login is easy. Remembering what someone was trying to finish is where the product promise starts.
Your product is making people wait in the dark
A waiting state should tell someone what is happening, what they can safely do next, and what happens if nothing changes.
Your churn survey might be lying to you
A churn reason is not clean evidence if the cancellation flow shaped the answer before the user gave it.
