"We design interfaces with bright, friendly aesthetics and casual copy to project empathy and form a relationship with our users — to delight. It’s the digital equivalent of a warm, disarming smile. But when these interfaces fail to respond to the mournful moments in our lives, staying rigidly — offensively! — happy and snarky when any human would be sensitive and understanding, this veneer of empathy is ripped away, and we do the worst thing we could to a user — betray their trust."
Yers.
I also feel like some people don't have facial expressions or language for situations outside of the happy+snarky; they should be reading this advice too...
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