Welcome to our news roundup which highlights a selection of the best current articles in user and customer experience.

Google Home designer Tríona Butler says UX is sound – Silicon Rebuplic

“There was that big transition from web to mobile and that was a big moment for designers. I feel that right now, we are at a similar point but it is bigger with voice and AI and all of this new wave of content.” – Google Home UX lead on how data and voice are changing how we design UX.

Amazon, Airbnb, and ASOS are all investing in this one simple design idea – Fast Company

One weird trick for making services better. Or 15 of them, actually. A solid primer here on some key tenets of service design, delivered in an 8 minute read.

The Hunt for Missing Expectations – UIE

Users don’t always vocalise the expectations that they think are the most obvious – making them easy for designers to miss, and potentially annoying users. Jared Spool expounds on how to identify these ‘missing expectations’ ahead of time.

ExperienceLab is a research and design agency specialising in helping organisations understand their customer needs and creating innovative solutions that are designed to succeed.