Making complex, regulated software feel simple

Good design mostly goes unnoticed. I have spent six years improving software so that interactions ask as little thinking of users as possible, while keeping the friction that protects them from a mistake they cannot undo. A payment sent to the wrong beneficiary, a compliance breach that slips through, a claim paid out wrong: all of these are expensive when they go wrong.

As a South African living in the Netherlands, I have a rich understanding of how different cultures, languages and socio-economic backgrounds affect how someone uses a product. I ask early who else opens this screen, what they already know, and what happens to them if they get it wrong.