Why User Journeys Are Systems of States, Not Linear Flows
Thinking of user journeys as flows misses the structural reality of how services behave. Learn why state-based thinking produces more resilient, trustworthy digital services.
Why Static Design Tools Cannot Model User Behaviour
Figma and flow diagrams are excellent for screens. But user behaviour happens between screens; in the transitions, the hesitations, the returns. Here’s what static tools miss and why it matters.
What Users Assume When You Don’t Explain System Behaviour
When digital services don’t explain what just happened, users fill the gap themselves and they usually assume the worst. Here’s how to make invisible system behaviour legible.