Empathy for the admin: Designing for human infrastructure
Are you really fixing your customer's problem?
Are you sure you really understand the core human experience to the problem you are trying to solve with digital solutions? With her impressive background from user research in Slack and now Spotify, Leah will addressed issues around trust and technology and reflected around the digital experience versus the human experience.
Technology cannot replace bureacracy. We need human infrastructure, but we need it not to suck.
Human infrastructure is invisible, underappreciated, and seriously underpaid. Culture takes root whether or not you're intentional about it. We need to support more than just individuals. We need to support the whole.