(Roughly) Daily

It’s 2020 and our systems are failing us. We are increasingly reliant on technology that automates bias. We are celebrating “essential workers” while they are underpaid and their work is precarious. We are protesting in the streets because of policing systems that put black and brown people at risk every day. We use apps for travel, shopping, and transportation that productize exploitative labor practices. The list goes on and on.

How did we get here? These systems didn’t just emerge of their own accord. They were crafted by people who made hundreds of decisions, big and small, that led to the outcomes we see now. In other words, these systems and all of their component parts were designed. And for the most part, they were designed with processes intended to create positive user experiences. So what went wrong? Might the way we approach design be contributing to the problems we now experience?

It’s unlikely that the techniques that got us into this situation will be the ones to get us out of it. In this essay, we’re going to take a deeper look at dominant design practices — specifically user-centered design — to identify where our frameworks might be failing us and how we can expand our design practices to close those gaps.

Any framework is a lens through which you see things. A lens allows you to see some things quite well, but almost always at the expense of obscuring others. Prior to the development of user-centered design, technological experiences were primarily designed through the lens of business needs. The needs of the user were only considered insofar as they furthered or hindered those goals, but it was the bottom line that was firmly the focal point of that approach.

User-centered design (UCD) was developed in reaction to those blind spots. It advocated for a design practice that instead focused on the person using the technology, and was intended to create experiences based on an understanding of their needs and goals. As designers, we’ve spent much of the last 25 years convincing our peers of the virtues of putting user needs at the center of our design process.

This practice has produced some amazing products, services and technical innovations. And for designers who entered the industry in the past decade or so, UCD has become a default mindset and approach. By empathizing with users and designing with their needs and wants in-mind, we have strived to create products that are more helpful, more intuitive, and less stressful. Certainly many of the digital tools & platforms we use today would not have been possible without the contributions of designers and the user-centered approach.

However, like any lens, UCD also has its own blind spots, and those have played a role in leading us to our current state…

As the world grows increasingly complex, the limitations of user-centered design are becoming painfully obvious. Alexis Lloyd (@alexislloyd) on what’s gone wrong and how we can fix it: “Camera Obscura: Beyond the lens of user-centered design.“

[Via Patrick Tanguay‘s ever-illuminating Sentiers]

For an amusingly– and amazingly– apposite example of inclusively-empathetic design, see “‘If the aliens lay eggs, how does that affect architecture?’: sci-fi writers on how they build their worlds.”

* Charles Eames

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As we ideate inclusively, we might recall that on this date in 1993 (following President George H.W. Bush’s executive order in 1992) Martin Luther King Jr. Day was officially proclaimed a holiday the first time in all 50 states. Bush’s order was not fully implemented until 2000, when Utah, the last state fully to recognize the holiday, formally observed it. (Utah had previously celebrated the holiday at the same time but under the name Human Rights Day.)

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