Episode notes
Every service inscribes a standard user: one person, acting alone, who can see the screen, whose name fits the box. This week — the screen-reader user the bank form never imagined, the attorney with no digital channel, the name that won't fit the field, and the carer who does 95% of the portal work but isn't on the file. Nobody writes the standard user down. You can read it off the people it leaves out.
Plus: what I changed my mind about this week — the part you only get on the podcast.
Read the full essay: thelisteningloop.com New episodes every Wednesday.
Keywords
Service Design
Inclusive Design
Accessibility
UX
Design Research
Public Services
User Experience