Automated Teller Machine (ATM) The system does not notify the user

timely when they have entered an

Cash Withdrawal incorrect 4-digit pin. Instead, the user
has to proceed the next step without
realizing the mistake

WHAT IS THE USER GOAL?

To take cash out of a bank account

HOW DOES THE DESIGN HELP OR HINDER USERS IN ACHIEVING

THEIR GOAL?

Automated Teller Machine (ATM) violates two major UX principles,

namely [Error Prevention] and [Recognition Rather Than Recall]. Just
the order day, I went to a restaurant and placed an order without
realizing that it only accepted cash payments. I went to the nearest
ATM to withdraw some cash using my credit card. However, when I
followed the process shown on the right picture, the system did not
inform me that I have entered the wrong 4-digit ATM pin until the
withdrawal confirmation step. As a result, I had to go through extra
steps and found it difficult to remember the correct pin. The system
caused unnecessary memory load and left me feel frustrated in the
end.

Image sources:
https://www.investopedia.com/terms/a/atm.asp
https://www.elearnmarkets.com/blog/how-to-withdraw-money-from-atm-machine/
Automated Teller Machine (ATM)
Cash Withdrawal

COULD ANYTHING EXPLAIN THE POOR DESIGN?

As the digital transactions become more popular, there are fewer
situation in which automated teller machines (ATMs) are necessary.
As a result, users like me may not be familiar with the process of
using a ATM.

HOW WOULD YOU MAKE IT BETTER? HOW WOULD YOUR

SUGGESTION IMPROVE THE DESIGN?

To prevent mistakes and reduce memory burdens, the system should

warn users in a timely manner. For example, if a user enters an
incorrect 4-digit pin, the system should notify them before
proceeding the next step.

Moreover, taking into account of the increasing popularity of digital

transaction, the ATM system could also consider offering digital
payment options such as Apple Pay. This would be particularly
helpful for users who may forget their 4-digit pin, as it would avoid
wasting time on the process.

Image sources:
https://techcrunch.com/2016/01/28/apple-pay-atm/
Uber Eats
To communicate with the delivery person

WHAT IS THE USER GOAL?

Communicate with the deliver person when they approach the
drop-off location.

HOW DOES THE DESIGN HELP OR HINDER USERS IN ACHIEVING

As soon as the delivery
THEIR GOAL? person clicks on
“complete the order”,
The UX major principle that Uber Eats violates is [Visibility of System there is no chance for
Status]. Particularly, when a user wants to know the location of the the user to go through
the chat box again
delivery person and the drop-off place, the system should always
keep them informed about the current status of the food and provide
feedback within a reasonable amount of time. However, one night
when the deliver person sent me a message asking me to open the
gate, the chat box disappeared before I could reply, and I was left
unsure of what was happening. Later, i found out that someone had
opened the gate for the delivery person and he had then marked the
door as completed. That was why I could not continue our chat, and I
had to call him instead.
Uber Eats
To communicate with the delivery person

COULD ANYTHING EXPLAIN THE POOR DESIGN?

Given the option of
Usually, the delivery person can only mark the order as completed “going back to the
after the user has received the food in hand. The app system does chat box”
not consider the chat box necessary afterward. However, there are
some cases where the delivery time may be too long and exceed the
standard time period. In such cases, the delivery person may need to
mark the order as completed in advance to avoid the punishment
from the app system.

HOW WOULD YOU MAKE IT BETTER? HOW WOULD YOUR A typical checkout flow
SUGGESTION IMPROVE THE DESIGN?

The chat box can be available even after the order has been marked
as completed for a reasonable amount of time. There could be an
additional option in the help section such as “Return to Chat”

Additionally, there could be a checkout flow displayed on the

delivering screen that provides specific information such as “On the
way” - “Entering the gate” - “Dropping off at your door”, and so on.
The user can have a clear understanding of what is happening and
enjoy a positive interaction with both the delivery person and the app
system.
Lyft Although there is a lot of
information on the page, it
Making sure that the driver cannot see the precise location does not provide users with
a clear understanding of
what drives will see in the
application

WHAT IS THE USER GOAL?

To make sure that the drive will not be aware of the user’s address
information such as the location of home or working places.

HOW DOES THE DESIGN HELP OR HINDER USERS IN ACHIEVING

THEIR GOAL? Not consistent with “What drivers
see in the app”

Lyft “What drivers see in the app” design violates the UX major
principle of [Flexibility and Efficiency of Use], and over complicating
the user interface. While users can access the information they need
about what drivers will likely see in the application, there is not a
clear interface to show the exact information that will be displayed in
the drivers’ application. User only receive a very basic, but imprecise
idea.

Additionally, the statement “What drivers see in the app” does not
appear in the help section but the statement “How information is
displayed to others”. This phenomenon violates the principle of
“Consistency and Standards”. Users may be confused whether these
two statement indicate the same thing, leading to difficulty in
understanding.
Lyft Users can scroll from
left to right and see
Making sure that the driver cannot see the precise location what their driver can
see from each
process. with the car
icon showing which
COULD ANYTHING EXPLAIN THE POOR DESIGN? process the users
The feature is not essential and may be overlooked in the design are in.
process.

HOW WOULD YOU MAKE IT BETTER? HOW WOULD YOUR

SUGGESTION IMPROVE THE DESIGN?

In comparison to Uber, designers for Lyft could consider a more

concise design that incorporates pictures and icons. The page in the
Uber application is very clear and contains all the information users
need. Users can accurately understand what the driver will see
throughout each process of a driving order.

Nevertheless, Neither Uber or Lyft provides users with the option to

completely hide their location. Lyft could consider adding this choice
to the privacy settings accessible from the page of “After the trip”.

Directly showing the

information of the
user’s location
Citizen
To check the location-based safety alerts

WHAT IS THE USER GOAL?

To check the location-based safety alerts in a timely manner

HOW DOES THE DESIGN HELP OR HINDER USERS IN ACHIEVING

THEIR GOAL?

Despite the fact that user can read updates about ongoing reports,
The different sections are not clear
watch live videos, and leave comments and feelings, there is still enough for users to differentiate
room for improvement. There is not clear separation between between them
different sections. For example, as shown on the picture, users can
see the alert they clicked on with the timeline below. Usually, a
timeline would be longer, and users would need to scroll down to see
what was going on from the beginning. At the bottom of the timeline,
users can choose to read other news by checking the section labeled
“In This Area”. However, the interface design is not user-friendly, and
users may accidentally navigate to another section due to the lack of
clear separation between different sections. This violates the UX
principle of [Aesthetic and Minimalist Design].
Citizen The font size is
slightly larger than
To check the location-based safety alerts the recent location
below, and it is
displayed on a grey
background which
can easily draw
COULD ANYTHING EXPLAIN THE POOR DESIGN? users’ attention
The main purpose of the application is to provide location-based
safety alerts in a timely manner, and it’s possible that the visual
design may have been overlooked or not prioritized

HOW WOULD YOU MAKE IT BETTER? HOW WOULD YOUR

SUGGESTION IMPROVE THE DESIGN?

The principle of visual hierarchy can be applied to the visual design

of the application. Different backgrounds can be used for each
section, taking the example of the Uber Driver app where the “Where
to” section is highlighted with a different background color to draw
the audience’s attention.

Considering that some users may not need the “In this area” section
which includes safety alerts in other areas, Twitter’s design can be
considered as a way to limit the pop-up of unnecessary information.
Users can scroll through the screen to the end without concerns of
being redirected to another section. If users want to access other
sections, they can scroll again to the bottom and the section will Users can choose to
then appear. click the blue button
or tap the right corner
of the screen to
access the new feeds
Apple Album
Find out the duplicate photos and keep only one copy

WHAT IS THE USER GOAL?

To free up storage space, users can identify duplicate photos can keep
only one copy of each

HOW DOES THE DESIGN HELP OR HINDER USERS IN ACHIEVING

THEIR GOAL?

The “Duplicates” and “Merge” functions in the Apple Album improve

[Flexibility and Efficiency of Use], as well as [Recognition Rather Than
Recall]. Instead of users having to look up duplicate photos themselve,
these functions help users complete their tasks more efficiently and
reduce the amount of information they need to remember.

HOW WOULD YOU MAKE IT BETTER? HOW WOULD YOUR

SUGGESTION IMPROVE THE DESIGN?

To improve the design, a “Similar” function could be added that shows

photos with similar views. This would save users time by automatically
identifying similar photos and allowing users to keep only one copy. By selecting “Merge”,
Showing the users can delete
duplicate photos duplicate photos and
keep only one copy