Designing for the Worst Day of Someone's Life

At 2:47 AM, someone is sitting in a hospital parking lot searching "funeral homes near me." What they find in the next three minutes will shape one of the most significant decisions they'll make this year. Most funeral home websites aren't designed for that person — they're designed for a calm, browsing visitor who doesn't exist. Here's what it means to design for someone in crisis, and why getting it right is both a moral obligation and a business imperative.