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Mehul Fanawala

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The Clueless Company • 2d

Yesterday felt like a mini “customer support day” at home. First my dad walked up to me. Then my mom. And soon after, my in-laws called. All of them asked the same thing: “Where did our contacts list go? We can’t find it anymore!” The reason? The Android Phone app had pushed a new update. The design looked modern, but the familiar “Contacts” option was no longer in its usual place. For me, it was a small UX tweak. For them, it was confusion and stress. And it hit me: We often see product updates as “improvements.” But for people who aren’t living and breathing tech every day, even a small change can feel like the rug has been pulled from under them. Product design isn’t just about cleaner layouts or slicker interfaces. It’s about trust. Familiarity. Predictability. The kind of experience where users, whether they’re 25 or 65, can pick up their phone and just know what to do. Because good design isn’t just what looks nice. It’s what makes people feel safe using it, without having to relearn what they’ve always known.

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