Coulter: Amazon's confusing UX was caused by under-resourcing, not malice
Kristi Coulter · A Dozen Grueling Years At Amazon — With Kristi Coulter · Sep 21, 2023 · at 10:58
Kristi Coulter, author and former 12-year Amazon executive, analyzes the FTC's lawsuit alleging Amazon deployed deceptive dark patterns in its Prime cancellation process.
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“Amazon, in my experience, is also vastly under-resourced when it came to designers and UX writers, and I found confusing navigation and confusing language all over the website during my tenure. That mostly happened because they had, you know, like coders or product managers doing the design and writing because there was nobody else to do it. So my immediate thought when I read that filing was this is, is just lack of resources and amateurs doing the work and the FTC thinks it's villainy.”
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