UX Research & AI

In the field of UX research, we often focus on "happy paths"—the seamless journey of a user buying a product or signing up for a service. However, some of the most critical UX work happens in "stress paths." Perhaps no area of digital interaction is as emotionally charged or psychologically complex as the user journey for debt collection.

For a researcher, the challenge is clear: How do we design an interface for someone who is likely feeling shame, anxiety, or avoidance? By applying rigorous user research to the collections process, we can move away from predatory patterns and toward "Inclusive Fintech."