Recovery paths carry a disproportionate share of user distress and support contact, and receive the least amount of design time. Here is why that imbalance persists and what changes when you correct it.
The returning user is one of the most common behaviours in any digital service and one of the least designed for. Here is what a user needs when they come back, and why a save…
The happy path is the most tested part of your service and the least representative of how it is used. Treating it as a hypothesis rather than a foundation changes what the design process is…
Services degrade where the design was most confident, not where it was most complex. Learn why fragility clusters at the edges of a journey and how to find it before your users do.