One current area of interest is the gap (/gulf) between what would be useful for users and what providers provide.
Like, if your goal is to actually communicate complex information to someone who doesn’t share your specialty, you will have to put the work into simplifying the explanation, interpreting it for a non-expert. It is unhelpful to send a page full of industry acronyms without even including a glossary. For example.
Or, if you allow people to make appointments online and there is a screening question that rules them out, that screening question should be part of the online appointment process, not an on-site surprise once the person has already schlepped. This seems quite obvious.
The broader theme is governments and employers and corporations that offload work that they should do onto each individual user to figure out for themself. It is inefficient. In many instances it seems actually designed to deter.
I’ve been spending a lot of time lately refusing to be deterred. I intend to start posting about some of my projects here.