Mind the gap: From Compliance to Care

Have you ever found yourself frustrated by all the high-tech controls and features on everyday household appliances like TVs, washing machines, and dishwashers?
Nowadays, I’m bombarded with an endless array of buttons, dials, and digital displays – it’s enough to make my head spin! All I want to do is get my laundry or dishes done, but I have to sift through dozens of mysterious cycles, options, and settings. And don’t get me started on trying to program the TV remote.

Now think about legal language. Do you understand it easily, or do you find yourself reading it multiple times? Does it cause you stress? Tackling complex legal terms while signing up for an app can be painful, especially with strict rules in place to ensure safety and compliance for users who want to gamble.

In my session, I’ll share examples of how we went back to the drawing board to break the mold, simplify processes, and infuse empathy, ultimately reinventing user journeys.