Improving User Experience for Apps

Every week, I get a 10 new startup pitches that says “We’ll deliver healthcare in 10 minutes.” Quick commerce is now rushing into healthcare. So I thought to do a breakdown on what’s hype and what might actually work in India. What could work? 1)30–60 min medicine delivery can work for chronic refills or acute needs. In metros with dense demand, it's useful. But 10-min isn’t necessary. Even same-day is fine for 90% of use cases. And honestly, your local chemist is already doing that. 2) Rapid diagnostics for home blood collection isn’t about speed but it’s about hygiene and reliability. A 2-hour sample pickup and next-morning results is a solid win. What we need is better logistics and trained phlebotomists, not faster scooters. 3)On-demand nursing or paramedic visits but for use cases like wound care, IV, injections. Could work with proper scheduling. Think “Ola for nurses,” not “Blinkit for bandages.” Needs backend infra for verification, training, EMR integration. What won’t work (At least not now) 1) Ambulance in 10 mins sounds great until you hit Delhi or Bangalore traffic. Speed is useless without triage and location accuracy. What we really need is better coordination between hospitals and ambulance providers, not just faster wheels. 2) On-demand doctors in 10 mins is a bad idea. You don’t need any doctor fast but you need the right one. Discovery & matching are bigger problems than speed. Most video consults struggle with quality, not timing. Clinical care isn’t fast food. Trust takes time. 3) The 10-min everything app for healthcare is lazy ambition dressed up with VC money. Healthcare isn’t a SKU game but it’s complex, regulated, and hard to standardize like groceries. Great for funding buzz, terrible for trust and real outcomes. Few thoughts if you really are passionate to build in healthcare. Trust > velocity. Speed isn’t everything. Infra & people ops > APIs. Reliability > 10-min hacks. Health is longitudinal & not transactional. Good luck if you're building something in Healthcare in India.

"But it's an extra click" Yes, but would you rather... Click one more time, Or, send money to the wrong person? Click one more time, Or involuntarily see sensitive / graphic content? The truth is, friction still gets a bad rep But less clicks doesn’t always mean a better experience Less clicks doesn’t always mean a quicker journey Less clicks doesn’t always mean easier to use Sometimes that extra step, that extra click, that extra loading state, is good Actually, adding friction can be crucial → It can increase trust → It can reduce mistakes → It can keep people safe How? By giving people control  By enabling them to pause and evaluate their actions → Am I sending money to the right person? → Do I really want to delete all of my photos? → Do I actually want to mass email the company? → Do I want to see that graphic / sensitive content? → Did I mean to add 3 of the same things to my basket? → Do I believe that the system actually did what it said? → Did I create an account with the right details, or now will I be called Emilu? I’m not saying to always add extra steps for the sake of it But, we can’t underestimate the value of slowing people down So, what we can we do? → Map the journey (and system interactions). What decisions can people fly through vs where do we need them to slow down? Are there any destructive actions (like deleting) → Ask what could go wrong and think how it could be prevented. What actions can be make reversible? → Understand people's behaviours. What are they doing, intentionally or unintentionally. What behaviour are we trying to amplify or change? Where can we give more control? → Can we add friction to tailor their experience? It could be as simple as: → Adding an "are you sure prompt" → "Check your details" page at the end of the flow We can't define success by how many times we tap Design for the experience, not for the clicks Design for people, always 💛

𝐎𝐧𝐞 𝐥𝐞𝐬𝐬𝐨𝐧 𝐦𝐲 𝐰𝐨𝐫𝐤 𝐰𝐢𝐭𝐡 𝐚 𝐬𝐨𝐟𝐭𝐰𝐚𝐫𝐞 𝐝𝐞𝐯𝐞𝐥𝐨𝐩𝐦𝐞𝐧𝐭 𝐭𝐞𝐚𝐦 𝐭𝐚𝐮𝐠𝐡𝐭 𝐦𝐞 𝐚𝐛𝐨𝐮𝐭 𝐔𝐒 𝐜𝐨𝐧𝐬𝐮𝐦𝐞𝐫𝐬: Convenience sounds like a win… But in reality—control builds the trust that scales. We were working to improve product adoption for a US-based platform. Most founders instinctively look at cutting clicks, shortening steps, making the onboarding as fast as possible. We did too — until real user patterns told a different story. 𝐈𝐧𝐬𝐭𝐞𝐚𝐝 𝐨𝐟 𝐫𝐞𝐝𝐮𝐜𝐢𝐧𝐠 𝐭𝐡𝐞 𝐣𝐨𝐮𝐫𝐧𝐞𝐲, 𝐰𝐞 𝐭𝐫𝐢𝐞𝐝 𝐬𝐨𝐦𝐞𝐭𝐡𝐢𝐧𝐠 𝐜𝐨𝐮𝐧𝐭𝐞𝐫𝐢𝐧𝐭𝐮𝐢𝐭𝐢𝐯𝐞: -Added more decision points -Let users customize their flow -Gave options to manually pick settings -instead of forcing defaults -Conversions went up. -Engagement improved. Most importantly, user trust deepened. You can design a sleek two-click journey. But if the user doesn’t feel in control, they hesitate. Especially in the US, where data privacy and digital autonomy are non-negotiable — transparency and control win. Some moments that made this obvious: People disable auto-fill just to type things in manually. They skip quick recommendations to compare on their own. Features that auto-execute without explicit consent? Often uninstalled. It’s not inefficiency. It’s digital self-preservation. A mindset of: “Don’t decide for me. Let me drive.” I’ve seen this mistake cost real money. One client rolled out an automation that quietly activated in the background. Instead of delighting users, it alienated 20% of them. Because the perception was: “You took control without asking.” Meanwhile, platforms that use clear prompts — “Are you sure?” “Review before submitting” Easy toggles and edits — those build long-term trust. That’s the real game. What I now recommend to every tech founder building for the US market: Don’t just optimize for frictionless onboarding. Optimize for visible control. Add micro-trust signals like “No hidden fees,” “You can edit this later,” and toggles that show choice. Make the user feel in charge at every key step. Trust isn’t built by speed. It’s built by respecting the user’s right to decide. If you’re a tech founder or product owner, stop assuming speed is everything. Start building systems that say: “You’re in control.” 𝐓𝐡𝐚𝐭’𝐬 𝐰𝐡𝐚𝐭 𝐜𝐫𝐞𝐚𝐭𝐞𝐬 𝐚𝐝𝐨𝐩𝐭𝐢𝐨𝐧 𝐭𝐡𝐚𝐭 𝐬𝐭𝐢𝐜𝐤𝐬. 𝐖𝐡𝐚𝐭’𝐬 𝐲𝐨𝐮𝐫 𝐞𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 𝐰𝐢𝐭𝐡 𝐭𝐡𝐢𝐬? 𝐋𝐞𝐭’𝐬 𝐝𝐢𝐬𝐜𝐮𝐬𝐬. #UserExperience #ProductDesign #TrustByDesign #TechForUSMarket #businesscoach #coachishleenkaur LinkedIn News LinkedIn News India LinkedIn for Small Business

Move Fast and Break Things Doesn’t Work . When the Things Are Patients. The MVP playbook? Doesn’t work in HealthTech. It works in SaaS. Where "move fast and break things" just breaks buttons. But in healthcare? It breaks trust. And trust, unlike buttons, is hard to rewire. One founder I coached launched a beautifully engineered MVP: ✔️ No bugs ✔️ Clean UX, shaped by real clinicians ✔️ Prioritised safety features And yet... it flopped in its NHS pilot. Not because it didn’t work. But because it looked like it might not. It felt unfinished. And in healthcare, perceived safety is just as critical as actual safety. Clinicians don’t want to be part of your iteration cycle. They want something that feels like it belongs in a live ward today. You’re not building a Minimum Viable Product. You’re building a Minimum Trustable Product. Ask yourself: Would a clinician use this tomorrow, without apology, in a live care setting? If not, you’re not shipping value. You’re shipping risk. And a failed MVP demo doesn’t just vanish. It echoes. Clinicians talk. Procurement teams remember. That one "early version" becomes your reputation. And in HealthTech, that reputation spreads faster than your v2.1 update. So build for trust. Not speed. Because no one wants to be your test subject. Especially the ones who took an oath not to do harm.

Question: If you had a bad experience with a company or product, would you buy from them again? The answer is "no" right? For disabled people, 75-80% of customer experiences are failures. That means that 75-80% of transactions for our community aren't repeated. That's pretty bad right? The impact of a negative experience resonates far beyond a single transaction. It can influence a customer's decision-making process and brand loyalty for the long term. In striving for improvement, businesses must recognise the importance of inclusivity and accessibility. By investing in accessible design, empathetic customer service, and continuous feedback loops, we can create an environment where every customer feels valued and understood. Here are some actionable steps to enhance the customer experience for everyone: * Prioritise accessibility: Ensure your physical and digital spaces are accessible to disabled people. This includes wheelchair ramps, accessible websites, and accommodating customer service practices. * Educate your team: Educate your staff to the diverse needs of customers. Training programmes that emphasise empathy and understanding can go a long way in fostering a positive and inclusive customer experience. * Feedback mechanisms: Establish channels for customers to provide feedback easily. Actively seek input from disabled people to understand our unique challenges and implement necessary improvements. * Adopt universal design: From product packaging to online interfaces, adopt a design philosophy that considers the diverse needs of all customers. Universal design benefits everyone and creates a more positive overall experience. * Transparent communication: Be transparent about your commitment to inclusivity. Communicate the steps you are taking to improve accessibility, both internally and externally. This fosters trust and demonstrates your dedication to positive customer experiences. Remember, creating a truly inclusive business environment not only improves the lives of disabled people but also enhances the overall customer experience for everyone. It's a win-win strategy that builds lasting connections and fosters brand loyalty. #InclusiveBusiness #CustomerExperience #AccessibilityMatters

🚀 Understanding OTP Verification: A Tale of Two Approaches by Uber and Rapido 🚀 As a PM, I'm always fascinated by how different companies solve similar problems in unique ways. Today, let's delve into the world of OTP (One-Time Password) verification, specifically how Uber and Rapido handle this crucial step in their ride-hailing services. 🔍 The Two Approaches: Uber: Generates a new OTP for every ride. Rapido: Uses the same OTP for all rides. 👥 Consumer Perspective: Uber's Dynamic OTP: Security: Each ride gets a unique OTP, enhancing security by ensuring that the code can’t be reused. Trust: Builds consumer trust by showing a clear commitment to safety. Convenience: Might be seen as slightly less convenient because users have to deal with a new OTP every time. Rapido's Static OTP: Ease of Use: Users have one less step to worry about, making the experience more seamless. Speed: Faster onboarding for each ride since the verification step is reduced. Potential Risks: Reusing the same OTP might pose a security risk if the OTP is compromised. 💡 Technical Perspective: Uber's Dynamic OTP: Implementation: Requires a system that generates, sends, and verifies a new OTP for each ride. This involves more complex backend operations and SMS costs. Security: Higher level of security as each OTP is valid only for a single transaction, reducing the risk of misuse. Rapido's Static OTP: Implementation: Simpler backend logic, as the OTP generation and verification processes are less frequent. Efficiency: Reduced operational costs due to fewer OTP generation. Risk Management: Needs robust monitoring to detect and prevent misuse or fraudulent activities. 🔄 Balancing Act: Both approaches have their merits and trade-offs. The choice between dynamic and static OTP depends on the company's priorities: whether they emphasize top-tier security and consumer trust (Uber) or prioritize user convenience and operational efficiency (Rapido). 🔑 Key Takeaway: Understanding your user base and aligning your verification methods with your business goals is crucial. As product managers, we must continuously evaluate the impact of our security measures on both user experience and backend operations. #ProductManagement #UserExperience #CyberSecurity #TechInsights #Uber #Rapido #OTPVerification

Your checkout could perform better – it’s all in the details. Here’s what we suspected: uncertainties about payment methods and store reliability might be the culprit. To find out, we tested this in the cart over 100 days: Version A: Control (no changes) Version B: Added trust badges, payment logos, and guarantees The goal? Boost Average Revenue Per User (ARPU) by addressing buyer hesitations. Version B came out on top: The results: ✅ Boosted ARPU by 3% ✅ Mobile users spent more per order, but converted slightly less Why it worked: ❌ Buyers get cold feet without trust signals ❌ Fears about security & payment create doubt ✅ Proactively showing "proof" builds confidence Trust is non-negotiable for a strong customer relationship. Are you giving it enough attention? Have you tried this in your store? Let me know your results in the comments! 👇 -- P.S. Always test before implementing

Don’t get AI-washed! There’s a wave of companies treating AI like a buzzword buffet. Toss in “agents,” sprinkle in “autonomous,” and boom, they claim to have built the future. But here’s the truth: they can’t “AI wash” their way to a better product. Instead, sellers are trying to fool you into believing their hype. Here’s how to protect yourself: Your job as a buyer is now harder than ever. You have to separate the fluff from the substance. The styling from the solution. The marketing from the measurable impact. Because here’s what happens if you don’t: You burn time. You burn resources. You burn trust within your team. And worst of all? You delay progress that could’ve been made with better decisions. At the end of the day, a flashy PR / demo doesn’t solve your problem. Just like that candidate who oversold themselves in the interview, but couldn’t deliver when the real work started-they won’t last. Neither will fake AI. Here's what to watch out for or ask about before you buy AI tools: • Beware of loose language ("agent", "autonomous", "self-driving") and ask for specifics about capabilities. • Can ChatGPT do this already? Try to reproduce their demo in generalist platforms before paying for a new tool. • Training Transparency: Exactly which of my activity/history/data - and which other proprietary datasets - are included in its decisions? • Proprietary Data Proof: Show insights your model produces that public data alone could never give me. • Living Feedback Loop: Do you retrain every time a user corrects or overrides the system? • Full Traceability: Walk me through how the AI decision is made, the data, model, logic and decision lineage in plain English. AI can absolutely transform your business. But only if it’s real. Only if it’s grounded. Only if it’s built to solve your problem. So no, AI washing isn’t going away tomorrow. But neither is your responsibility to cut through it. Make the effort. Learn the space. Ask smarter questions. Your future self, and your team, will thank you.

4+1 critical drop-off points on web2app quizzes (and how to improve them) 1/ Landing • you'll most likely lose about 50% of traffic • without the Store, this is where users pop in and leave • opportunity to create a smoother UX than the Store How to improve: • align with with your channel and marketing message • engage with a simple first question (age is popular) • use a visual selector, not just buttons 2/ Signup • email collection represents friction • you're a random website users visited from an ad • high drop-off represents missing trust and intent How to improve: • nurture, build psych and intent prior to signup • add trust symbols around privacy, no spam... • add social proof and credibility 3/ Paywall • payment represents major friction • naturally users drop-off as they're asked to pay • drop-off is a result of the paywall itself and all steps prior How to improve: • add social proof, trust symbols and credebility • build in discounts, urgency and scarcity • treat as sales page: testimonials, listicles, FAQ... 4/ Checkout • ecom invented one-click checkout for a reason • purchase decision is made, dont get in the way • potential for upsells as users feel dopamine rush How to improve: • use 1 page with only the most critical info requests • transpacrency on price and guarantees (trust) • offer Apple Pay, credit card, PayPal, Google Pay (5/ Redemption) • getting users to the app is a major challenge • you'll likely see 20%+ subscribers never make it • this creates challenges in terms of refunds and brand How to improve: • give users a step-by-step plan of what to do next • ensure email deliverability so users receive info • combine deeplink, email and signin at app launch