Whenever I feel uncomfortable writing about a topic, that’s when I know I should write about it. So here goes. This article is about how a new way of designing apps changed my life. But to explain the power of this trend, I need to tell you about poop. That’s the uncomfortable part. For the past five years or so, I’ve struggled with intestinal discomfort. (I’ll spare you the gory details.) I spent countless hours crawling the web searching for a possible diagnosis and tried dozens of different remedies and diets. Nothing seemed to help.

Finally, I saw a gastroenterologist. He listened for all of five minutes while I described my symptoms and quickly jotted down a prescription for antibiotics. They worked for a while but soon the symptoms returned. I went back to the doc. A few tests were done and more antibiotics were dolled out. But the problems came back. Then again. And again.
After a few cycles, I could see he was running me through a gambit of various gut bug killers until my symptoms stopped or he was out of drugs. I decided I’d rather live with the problem (whatever it was) and hope for the best. Recently however, a chance encounter with a total stranger led me to start using a new kind of app that does things my physician and the specialist never could. This app helped me get to the bottom of my problem. I’ll explain how later but what makes the design of this app important has implications in all sorts of industries, including outside health care. At its core, the app facilitates a conversation to solve a complex problem with greater ease than ever before.
Over the next few years, smart entrepreneurs and savvy designers will use similar techniques to dramatically improve the way they connect and serve their customers.

Going Native
App makers are returning to the roots of what our phones are for. They are after all communications devices. So called “invisible apps” engaging in “conversational commerce” are popping-up in all sorts of unrelated industries.
For example, a few weeks ago, my friend Stephen and I chatted at the park while we watched our kids play. As Silicon Valley tech geeks do, we got to talking apps. “Have you started using any good apps lately?” he asked. “Actually, yes.” I said. “Have you heard of Native?” I don’t usually recommend apps, but Native is special.
What is Native? It’s a virtual travel agent. If you’re not impressed, neither was I the first time I heard the idea. But when I started using the service, I realized they were onto something. Here’s how Native works: every time I need to do anything related to travel, …