USER ERROR
I'm writing a book! I'm thrilled to share about my work-in-progress, User Error: Unseen Struggles with Intuitive Interfaces.
It explores the hidden challenges of navigating digital spaces—even those designed to be “user-friendly.” Small frustrations with apps, websites, and devices add up. They don’t just affect us as individuals. They ripple through society, limiting access to essential services and widening the digital divide.
The truth is, this issue doesn’t only affect older adults or people with less tech experience. It’s something we all face. Whether you're tech-savvy or not, you’ve likely been frustrated by a “simple” interface that wasn’t so simple.
In this book, I look at how well-meaning design decisions can still leave people out. By exploring the gap between what designers intend and what users actually experience, I hope to show why “intuitive” design isn’t always as intuitive as it seems.
I would love to hear your story.
Are you a person who has struggled with a digital experience? Whether you were registering for a service, making an online purchase, or dealing with a frustrating system at work, your experience matters. It could be a small annoyance you face regularly or a one-time encounter that left you deeply frustrated.
Are you a designer who has created something you thought was simple, and learned later that it wasn’t? Maybe you overlooked a key user type. Maybe you were pressured to ship early. Maybe you purposefully designed for inclusivity, but felt like you were still falling short. Designers aren’t villains — they are doing their best. I want to hear from the design side, too!
Do you have a story to share?
ABOUT ME
My name is Rachel Young and I am a designer and an Executive Director at IDEO, a global design firm. This is a personal project. My aim is to understand the experience of Americans who struggle with technology and publish what I learn. My background is in education — helping both children and adults learn for school, work, and life.
This project is deeply personal to me, driven by my passion for making technology more accessible and equitable for everyone.
