Maybe it’s time we add a fourth tenet to the great triumvirate of User Experience.

Desktop App
Desktop App

Designing the best testing, most usable solution is not always the best answer. In fact, oftentimes, it is not.

Now, before you go leaving a bunch of angry comments, let me explain…and I would like to challenge how you think about design and possibly approach it a little differently. I have certainly changed my approach to the topic over the years, and it has evolved to where I am now.

Eight or so years ago, if you would have asked me to design a platform or an application, I would have delivered to you, a thoroughly thought out researched solution that would meet the needs of the user. I would have had the developers and product managers thoroughly on board. We investigated the design, and gave it the old, “We can build this.” However, over the years of actually building these solutions, things happened that were beyond our control. Sometimes, projects were underestimated, or the business often had less patience than we anticipated to get things released right. Corners were cut, bugs were released, and the overall result was often not always one we were proud of. …

A necessary evil… but nobody likes’em. It’s time for UX to look at the dreaded Interactive Voice Response System (IVR).


When was the last time you called a company and had a really great calling experience? I mean one that you raved about?

If you’re like me, the moment I know I have to call a company up to speak with customer service, I get a cold anxious feeling. I expect a long drawn out experience. I clear my calendar for an hour, I get in a comfy chair, pour something cold to drink, take a breath… and dial. …

Why Enterprise design is important, and why you should care.

Image for post
Image for post
Photo by Sean Pollack

How many hours do you work a week?

For most of us it is 40–50 hours a week. And…if you take the 168 hours per week, minus 49 hours for sleeping 7 hours a day, that means about a third of our waking hours are at work, so work is pretty important.

While I realize I’m not the first to make these calculations, the point is many of us do use software in order perform our job. In a 2016 study by the Brookings institute, they found that 90% of all jobs require us to use some sort of software to perform our jobs. And that number is constantly increasing. How well we do at that job, how much we are able to accomplish, and how we feel about our job, is tied to the software we use. …


Stuart Silverstein

Making work better. Enterprise/Platform UX Designer, currently Director of Service Design at AIG.

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