“user studies will be needed. But that’s something that capitalism does well”
I’m embarrassed for the author of this quote.
They’ve never bought an airline ticket on line, or used a computer. They never watched their mother use a smart phone. They never lived in Boston where street signs are rare. They haven’t bought a package in a supermarket in decades where its hard to open it without hurting yourself. They haven’t phoned a company since voice menus were installed (15 years ago). They never needed customer support for anything. Capitalism does TERRIBLE at user interface, Lyft and Uber included. Capitalism has every incentive to push work off on its customers and it does so by ignoring user interface. Graphic design is not UI. Its candy for the CEO, but of negative value for his customers. Good article on car economics. But retract this ignorant statement about user studies.