You didn’t design that user’s experience

Check out the latest episode! Picture a user going through your product this week. Before they ever see your screens, they read a landing page marketing wrote. Halfway through, they hit a bug engineering shipped on Friday. They contact support and get a reply that somehow makes things worse. And the whole time, they’re squinting at a cracked five-year-old phone in direct sunlight. Did I mention they had a broken finger? You designed the screens. Probably good ones. But the experience happened...