Design clear, straightforward interfaces to avoid user confusion.
If something is unclear, it will be used incorrectly.
- Steve Krug (Don't Make Me Think)
Why bother eliminating ambiguity?
- User confidence: A clear and predictable interface helps users navigate digital products without having to second guess actions, increasing adoption and reducing frustration, and abandonment rates
- Reduce cognitive load: Unclear wording or ambiguous design forces users to slow down in order to interpret the content.
- Reduced failure demand: A clear user interface (UI) results in less user errors and a reduced need for helpdesk support.
How do you eliminate ambiguity?
- Assess the content structure: Regularly check that the site architecture meets the needs of the user. As a product grows they often become less organised. Logical organisation and clear headings enhance the user experience and navigation. Carry out user research techniques such as tree testing or card sorting.
- Use familiar language and labels: Avoid jargon, technical terms or abbreviations. Use simple language such as ‘Submit Claim’ instead of ‘initiate the process for compensation’.
- Provide contextual guidance: For example, give users the password criteria before they set one up and not after.
- Error messages should be clear and actionable: Instead of saying ‘input error’ say Password should contain 8 characters
- Maintain consistency: Use the same terminology across the interface e.g. if one link says ‘sign in’ don’t use ‘log in’. Keep iconography and button placement consistent
