Why User Centered Design doesn't work (anymore)
summary
User-centered design is necessary but insufficient; systems thinking and platform design are required to spot downstream harms and trade-offs. Gives concrete failures: Uber/Lyft increase traffic and CO2, coffee pods create massive nonrecyclable waste, and a bluetooth toothbrush app that increases anxiety. Describes applying ecosystem methods at Farfetch: value exchange profiles and entity profiles fed into a platform Roadshow educating 3,000 employees, reorganizing teams by strategy, services and touchpoints to reduce user, environmental and socioeconomic friction.
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chapters (8)
- 0:00Introduction and background
- 2:31Limitations of user centered design
- 6:18Systemic problems caused by design
- 13:10Designing for interconnectedness
- 18:33Ecosystem design at Farfetch
- 23:43Service design in ecosystems
- 30:17Educating teams on platform thinking
- 32:07Responsible design and summary
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