A Bus Ride and the (At Least) 3x UX FAILs
11 days ago
- #Digital Payments
- #UX Design
- #Norway
- The author experienced repeated failures while trying to purchase bus tickets via the Skyss app in Norway, encountering an 'Unknown error' with no further details.
- The issue was traced back to the Vipps payment app, which unexpectedly required the user to confirm if they were a politically exposed person, leading to a loop that could only be resolved by reinstalling the app.
- Three major UX failures were identified: Skyss app's lack of error details from Vipps, Vipps app's assumption of direct user interaction only, and a flawed update process in the Vipps app.
- A bonus UX failure was noted with Adobe Acrobat's AI Assistant, which inappropriately suggested summarizing a long document the user intended to proofread in full.
- The article highlights the cascading effect of digital service failures and the importance of considering diverse user scenarios in UX design.