The Accident, the Advocate, and the User Experience Designer
INTRODUCTION
It happened so quickly. I was walking down a towering hill in my neighborhood. The warmth of the sun was shining on my face. The beat of the music was lightening my step and mood. That’s when I heard it—a sound my brain instantly recognized as bad. I quickly glanced around to find the source. I saw a car swerve, hit the curb, and then abruptly stop as it hit a stop sign. The sign that prevented that car from continuing head-on into oncoming traffic.
As my brain tried to make sense of all these inputs-I did not even realize that my feet had turned toward the crash.
Nothing Else Mattered
My steps went from a fast walk to a jog. The accident quickly continued to unfold before my attuned eyes. The airbag exploded. The driver’s side window shattered. From the driver’s seat emerged a young woman. She moved frantically to the passenger side's back seat.
That is when I saw it— the intangible became tangible. She pulled out her child from the car seat. Nothing else mattered.
The mother held the child so protectively, nurturing, and gently. She had one hand protectively resting on the back of the child’s head and the other on her back. The child seemed oblivious to the chaos.
Alone
When I reached her, she was overwhelmed, her words a barrage of “why and what” questions. “Why did this happen?” “Why did the person hit her?” “What am I going to do now?”
The driver—the young mom—was in shock. She was shaking from top to bottom. She seemed lost. Her eyes darted around at the wreck. Then in such a strong contrast of the confusion and emotions- she stopped mid-sentence and stared right at me- a stranger.
She simply said, “Hug me.”
The Protector Needs a Protector
As a mother of three boys- I hugged her with all the love, comfort, and security I could channel within me. The mom, who so tenderly was caring for her child, needed someone. She needed an advocate.
Others came to the scene. 911 was called. Bystanders brought water and wet towels for both drivers and for the blood which thankfully was just scrapes and cuts. My “unofficial job” was to be with this woman and lock eyes and breathe. She would not be alone.
The police, ambulance, and fire trucks soon arrived. As the emergency responders took over, I stepped back to let them do what they do best! An officer said, “Can we call someone for you?” She said no.
I talked with the first respondents. “What would happen if she had no one to call?” “Would they be sure she safely got home if not going to the hospital for checks?” They assured me she would not. Myself and the others slowly walked away back into our lives.
User Experience Design
User experience (UX) designers look to be an advocate for the user. Qualitative and quantitative research and user testing are some tools that a UX designer utilizes in creating informed designed decisions. It is beautiful when barriers are removed and users are empowered, educated, and even delighted by good, authentic design. Think of a well-designed airport, mall, website, app, etc.
Good UX is a Win-Win
Don Norman, who has spent a lifetime advocating for good user experience, was a former Apple VP, and wrote the witty and powerful, Design of Everyday Things points out that good user experience is a win for everyone.
“Despite our increasing numbers the world seems to be designed against the elderly. Everyday household goods require knives and pliers to open. Containers with screw tops require more strength than my wife or I can muster. (We solve this by using a plumber’s wrench to turn the caps.) Companies insist on printing critical instructions in tiny fonts with very low contrast. Labels cannot be read without flashlights and magnifying lenses. And when companies do design things specifically for the elderly, they tend to be ugly devices that shout out to the world “I’m old and can’t function!” We can do better.”
He goes on to write in the Fast Company article, “I wrote the book on user-friendly design. What I see today horrifies me.” that when we address the important needs of our elderly users it is a win-win. He writes, “Do not think that thoughtful design is just for the elderly, or the sick, or the disabled. In the field of design, this is called “inclusive design” for a reason: It helps everyone.”
Oxo was created out of one man’s love to help his wife who struggled to use the classic metal vegetable peeler with her mild arthritis. Great design that was ergonomic and had asignature non-slip grip. Read The untold story of the vegetable peeler that changed the world.
Curb Cuts were created by one man’s desire to honor disabled veterans. But all benefited from this ability to enter and exit sidewalks with a ramp. Read Curb Cuts Come to Kalamazoo.
I love Norman’s concluding thought on win-win design, “Almost anything that will help the elderly population will end up helping everyone.”
Conclusion
The story of the accident reminds us of our deep need for care, protection, and advocacy. In moments of chaos, the power of human connection becomes undeniable—just like in design. As UX designers, our role is to be the protector of users, creating experiences that empower, support, and guide them. Great design, much like a caring hug, provides clarity, comfort, and accessibility to all. Whether it’s an intuitive healthcare app interface, an accessible playground, or an ergonomic vegetable peeler, the impact of thoughtful design transcends individual needs, benefiting everyone. It is this empathy-driven approach that transforms user experiences into something meaningful, functional, and human-centered. When we design with care, everyone wins.
RESOURCES
Artwork is an oil on canvas study I did for another larger painting of a mother and child. My friend and her child were my kind subjects! My goal was to capture the relationship between a mother and child which was so evident with this mother.
Gage, Ryan. "Curb Cuts Come to Kalamazoo: Jack H. Fisher and the Push for Accessibility." Kalamazoo Public Library, Mar. 2023, https://www.kpl.gov/local-history/kalamazoo-history/general/curb-cuts-come-to-kalamazoo/.
Norman, Don. "I Wrote the Book on User-Friendly Design. What I See Today Horrifies Me." Fast Company, 8 May 2019, www.fastcompany.com/90338379/i-wrote-the-book-on-user-friendly-design-what-i-see-today-horrifies-me.
Schwab, Katharine. "Why You Should Be Designing for Your 73-Year-Old Self." Fast Company, 18 Jan. 2017, www.fastcompany.com/3067220/why-you-should-be-designing-for-your-73-year-old-self.
Stowell, Davin. "The Untold Story of the Vegetable Peeler That Changed the World." Fast Company, 24 Sept. 2018, www.fastcompany.com/90239156/the-untold-story-of-the-vegetable-peeler-that-changed-the-world.
"Design Age Institute” Royal College of Art,www.rca.ac.uk/research-innovation/research-centres/helen-hamlyn-centre/design-age-institute/.