Individually, it’s easy to write each of these off as a simple slipup—a misstep, an oversight, a shame. We all make mistakes, right? But when we start looking at them together, a clear pattern emerges: an industry that is willing to invest plenty of resources in chasing “delight” and “disruption,” but that hasn’t stopped to think about who’s being served by its products, and who’s being left behind, alienated, or insulted.
