I’ve been watching a drastic shift in how people will interact with interfaces in the future.
When something new appears, I like to stop and think: “with this novelty, what constraints did we have before that we no longer have?”
UX as a discipline has always been focused on the customer experience. But the tool changed. And when the tool changes, the restrictions change with it.
The Framework
Think about it: if many people with no technical knowledge can create an app from scratch using tools like Lovable, why can’t your SaaS application personalize the delivery for each customer?
The answer isn’t technical anymore. It’s a matter of imagination.
Where before it was the computer, then the phone, today we’re moving away from adapting the user to the tool and toward adapting the tool to the user.
What This Means for SaaS
Airlines will continue to have value in transporting passengers, but the interface experience will be less relevant than the quality of the service. The interface will bend to the user, not the other way around.
Financial services, content platforms, healthcare portals — every industry where the interface sits between a human and a service is about to face this question: what if the interface wasn’t fixed?
Looking Forward
I don’t believe the interfaces of the future will be 100% conversational. But probably an integration between a chat and a series of adaptable interfaces should be the future.
I’m excited to see what comes in the next 5 years and how we’ll interact with the world.