Introduction: What is Systems Thinking?
According to the Oxford Dictionary, systems thinking is "a holistic approach to analysis that focuses on the way a system's constituent parts interrelate and how systems work over time and within the context of larger systems."
In simpler terms? It's understanding how everything connects.
It's the difference between fixing a leaky pipe and redesigning the plumbing so leaks don't happen in the first place. It's the difference between putting out fires in your business and building a system that prevents them entirely.
And when it comes to software? Systems thinking is everything. Have you ever spent hours solving the same problem again and again, wondering if there's a better way? That's systems thinking knocking at your door.
The Role of Systems Thinking in Software Design
What even is software?
At its core, software is just structured logic. A system that moves data through pipelines, processes business rules, and delivers an output. If a business is a machine, then software is its operating system—the structure that makes sure information moves correctly, efficiently, and predictably.
But most software today?
It isn't built like a system. It's built like a tangled mess of patches, quick fixes, and bolted-on features.
- Instead of fluid data movement, we get fragmented workflows.
- Instead of smart automation, we get an explosion of manual tasks.
- Instead of reducing mental effort, most software adds cognitive burden.
And just like a poorly designed business, a poorly designed system makes people work harder, not smarter.
This is exactly why software fails.
Not because users are "bad at tech." But because tech is bad at understanding users.
And this brings us to the heart of the problem: cognitive load.
Theory: The Hidden Cost of Cognitive Load in Software Design
Cognitive load—the mental effort required to use a system—is the single biggest factor in whether software succeeds or fails. And it's everywhere.
Research in cognitive ergonomics shows that when a system forces a user to make too many micro-decisions, scan too much information, or switch between too many contexts, performance drops significantly. (W3C, 2023)
- Users take 40% longer to complete tasks in high cognitive load environments (Frontiers in Psychology, 2024).
- Error rates double when information is poorly structured (Nielsen Norman Group, 2023).
- Overwhelmed users abandon software 3x more often—not because they don't need it, but because it's mentally exhausting to use (ResearchGate, 2024).
This isn't just an accessibility issue—it's a fundamental software design flaw.
And yet, modern software is built in a way that actively increases cognitive load.
- Overloaded dashboards with too many menus, too many choices, too much information.
- AI features that promise simplicity but add more complexity.
- "User-friendly" tools that still require hours of training and adaptation.
The worst part?
This is all preventable.
Most tech isn't thoughtfully designed—it's slapped together. Frankenstein-ed. Patched. Bolted-on. A mess of menus, settings, options, and a thousand tiny decisions no one asked for but now has to deal with.
It's not just bad UX. It's cognitive load. And it's everywhere.
- Every extra step that makes you hesitate before hitting "Submit."
- Every dropdown menu with 38 options when you only need one.
- Every "smart AI" that's really just another thing to manage.
These tiny burdens add up. They slow people down, drain mental energy, and make simple tasks feel exhausting. Not because people are dumb. Not because they're "bad at tech." But because we keep building software that fights the way our brains actually work.
So what if we flipped it? Because when software is designed around cognition instead of against it, everything changes.
What if, instead of designing for the software, we designed for the user's cognition? What if we built systems that guide, not demand? What if using a tool felt as natural as thinking?
That's the theory.
Now let's talk about where it really matters.
Why This Matters: How Cognitive Load Reduction Can Revolutionize Software for Everyone
Alright, let's talk about reality. We've been conditioned to believe that struggling with technology is normal.
But what if the problem isn't people? What if the problem is how software is designed?
If you've ever heard someone say, "I'm just bad at keeping track of things," or "I always get overwhelmed by apps," what they're really saying is: "This was designed for someone else's brain."
And that's a lot of people.
- ADHD brains basically run like system RAM. It's either hyperfocus mode or task-not-found. Traditional software doesn't flex for that.
- Autistic brains crave clarity, yet apps drown them in noise.
- Dyslexic minds thrive on patterns—yet software buries them in walls of text.
So here's the thing: This isn't just a neurodivergent problem.
Everyone, and I can't emphasize this part enough, but EVERYONE, performs better when cognitive load is reduced.
- You ever met someone who's too busy to think? That's cognitive overload.
- You ever watched a grown adult break down over a password reset? That's cognitive overload.
- You ever seen someone avoid their CRM like it's a haunted house? That's cognitive overload.
And we've normalized it. We just assume that dealing with bad tech is part of life.
But it doesn't have to be.
- What if interfaces flowed like thoughts?
- What if decisions were made easier without feeling forced?
- What if software adapted to you instead of making you fight it?
When you build for cognitive ease, you don't just help neurodivergent users—you create software that everyone prefers.
This isn't about making "special modes" for neurodivergent users. It's about building software that works for how people think. Period.
And once you crack that?
You're not just making an app. You're shaping how people experience reality.
If it sounds scary, let me leave you with one more question:
What if software adapted to you, instead of making you adapt to it? And what if we've always had the tools to make that happen, but never demanded it?
Research Findings
Here's what research tells us:
- Cognitive load affects all users—but disproportionately impacts neurodivergent people.
- Neurodivergent users experience higher rates of cognitive overload in poorly structured interfaces (Lean time, 2023).
- Traditional UI complexity causes mental fatigue 2.5x faster in users with ADHD or dyslexia (Educational Technology, 2023).
- Reducing cognitive load benefits everyone.
- Systems designed for neurodivergent cognition improve usability for all users (Universal Design Australia, 2024).
- "Intuitive" design isn't just about aesthetics—it's about minimizing decision fatigue and mental effort (Mind Brained, 2024).
- Cognitive-friendly design improves performance across industries.
- 42% higher productivity in teams using workflow systems optimized for cognitive efficiency (Deloitte Insights, 2024).
- AI-assisted cognitive load reduction leads to 62% faster task completion rates (PMID, 2023).
The CRM: The Experiment That Proves It Works
Enough theory. Let's prove it. Meet Matter Desk—not just another CRM, but proof of what happens when software adapts to you, instead of making you adapt to it. The CRM is the first experiment. A real-world application of cognitive-friendly design principles. This isn't entirely new. People have tried. But Matter Desk is the first tool built entirely around cognition-first principles, not as an afterthought.
Instead of slapping AI onto a bloated interface, we built the whole thing around cognitive load reduction from the start:
- No endless menus. No unnecessary choices. Just clarity.
- AI that supports thinking, not replaces it.
- A system that works the way your brain wants it to.
It's not just a CRM. It's proof that this works.
Because if we can take an industry that actively resists technology (small businesses, old-school operators, people who don't have time to learn new tools)… and they start loving it?
If people who hate new technology start trusting it? Then we know we're on to something bigger.
This is about rebuilding digital infrastructure for human cognition. A system that works with brains, not against them.
Imagine what happens when every interface, every app, every system is designed this way.
- AI that actually reduces complexity instead of adding to it.
- Workflows that make sense to everyone, not just the tech-savvy.
- A future where software doesn't make people work harder—it makes them work smarter.
And the real kicker? Right now, we're just scratching the surface.
Once you truly experience software built for your brain, you'll never settle for less again. This isn't just good design—it's how we reshape reality itself. That's how we change everything.
