Designing for the Worst Day of Your Customer's Life
10 December 2025 from 7pm to 8:30pm (Toronto time) 

 As designers, we often measure success in terms of performance, reliability, and efficiency. But what happens when our systems are pushed to the edge - when users are injured, disoriented, or in shock? On Ford's Safety & Security team, I design features like 911 Assist, Stolen Vehicle Services, and Cabin Occupant Detection - products I pray our customers never have to use. In this high-stakes design space, failure isn't an option because the consequences are severe: a confusing interface following a collision could cost precious seconds, a poorly designed stolen vehicle recovery flow could leave someone stranded, and an overlooked edge case in child detection could be fatal. This isn't your typical UX process optimizing for engagement - here, getting it right is the only metric that matters.

Presented by Sarika Goel, currently a digital product designer for FORD.

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