An inside look at the design decisions behind ordinary objects, services, and systems. This series reverse-engineers experiences you have every day, making the invisible parts of design visible.
For most of my career, UX has lived on a screen. I design digital experiences and map user flows, but always in a digital context. I’ve wanted to apply those same principles to a physical space, but I never really had the chance. Then a leak in my bathroom was discovered. Although this wasn’t the […]
It’s 12:03 p.m. The lunch rush is on. You’re sitting in your car, eyeing two drive-thru lines: McDonald’s has five cars. Chick-fil-A has twelve. Instinct says McDonald’s. Shorter line, faster food. Right? But not so fast. You pulled into Chick-fil-A’s line that day, fully expecting a wait. Instead, someone took your order before you even […]
