Writings

Insights from the front lines of scaling design in high-growth SaaS companies

Richard Baker 9/8/25 Richard Baker 9/8/25

Frictionless user experience is the next wave of AI

Testing all these new AI tools is starting to feel like carrying around a wallet full of loyalty cards: one for coffee, one for groceries, one for gas… and none of them talk to each other. From a user’s perspective, this fragmentation is exhausting.

Richard Baker 8/26/25 Richard Baker 8/26/25

Everyone has a robot. So what?

We’re already at the point where AI won’t make a difference. Everyone will have it. The difference will be the people and teams disciplined enough to look beyond the duct tape, beyond the patchwork, and focus relentlessly on the end-to-end experience.

Richard Baker 8/19/25 Richard Baker 8/19/25

Trust is the user experience of the future

As AI becomes more deeply embedded in our work and daily lives, the question of what is real is getting harder to answer.

Richard Baker 5/12/25 Richard Baker 5/12/25

Hiring someone with no domain experience might be the smartest hire you make

We’re taught to hire for expertise. For familiarity. But lately, I’m seeing the opposite unlock better outcomes.

Richard Baker 5/1/25 Richard Baker 5/1/25

Design Leaders Must Prioritize Time with Customers

Design leaders: If you haven’t talked to a user in the past two weeks, you’re cooked.

As design leaders assume more responsibility, one thing often falls through the cracks: direct connection with the user.

It’s understandable. Your calendar is packed. You’re thinking about hiring, team morale, headcount plans, design systems, research roadmaps, cross-functional alignment, showing impact—the list never ends.