Increasingly, I think UX doesn’t live up to its original meaning of “user experience.” Instead, much of the discpline today, as it’s practiced in Big Tech firms, is better described by a new name.
UX is now “user exploitation.”
Friday, February 12th, 2021
Monday, July 15th, 2019
Mike follows up on the changes made by email startup Superhuman after his initial post:
I will say this: if you were skeptical of Superhuman’s commitment to privacy and safety after reading the last article, you should probably be even more skeptical after these changes. The company’s efforts demonstrate a desire to tamp down liability and damage to their brand, but they do not show an understanding of the core problem: you should not build software that surreptitiously collects data on people in a way that would surprise and frighten them.
Wednesday, July 3rd, 2019
A really excellent analysis by Mike of a dark pattern in the Superhuman email app.
That’s right. A running log of every single time you have opened my email, including your location when you opened it. Before we continue, ask yourself if you expect this information to be collected on you and relayed back to your parent, your child, your spouse, your co-worker, a salesperson, an ex, a random stranger, or a stalker every time you read an email.
Exactly! This violates the principle of least surprise. Also, it’s just plain wrong.
Amazingly though, Mike has been getting pushback from guys on Twitter (and it’s always guys) who don’t think this is a big deal.
Anyway, read the whole thing—it’s fair, balanced, and really well written.
Wednesday, June 26th, 2019
1,841 instances of dark patterns on ecommerce sites, in the categories of sneaking, urgency, misdirection, social proof, scarcity, obstruction, and forced action. You can browse this overview, read the paper, or look at the raw data.
We conducted a large-scale study, analyzing ~53K product pages from ~11K shopping websites to characterize and quantify the prevalence of dark patterns.
Thursday, August 16th, 2018
A web of anxiety: accessibility for people with anxiety and panic disorders [Part 1] | The Paciello Group – Your Accessibility Partner (WCAG 2.0/508 audits, VPAT, usability and accessible user experience)
Enumerating the anti-patterns that cause serious user experience issues that don’t get nearly enough attention:
While such intrusions can be a source of irritation or even stress for many people, they may be complete showstoppers for people with anxiety or panic disorders.
I’m looking forward to reading the follow-up post.
(I was going to say I was anxiously awaiting the follow-up post but …never mind.)
Sunday, January 14th, 2018
In this excerpt from his forthcoming book, Cennydd gives an overview of what GDPR will bring to the web. This legislation is like a charter of user’s rights, and things don’t look good for the surveillance kings of online advertising:
The black box will be forced open, and people will find it’s full of snakes.
Saturday, November 18th, 2017
Hooked and booked
I think there might be a connection.
A/B testing is a great way of finding out what happens when you introduce a change. But it can’t tell you why.
I used the site earlier in the year, and actually felt my heart rate increase. Never again.— Paul Robert Lloyd (@paulrobertlloyd) October 24, 2017
The problem is that, in a data-driven environment, decisions ultimately come down to whether something works or not. But just because something works, doesn’t mean it’s a good thing.
If I were trying to convince you to buy a product, or use a service, one way I could accomplish that would be to literally put a gun to your head. It would work. Except it’s not exactly a good solution, is it? But if we were to judge by the numbers (100% of people threatened with a gun did what we wanted), it would appear to be the right solution.
When speaking about A/B testing at Booking.com, Stuart Frisby emphasised why it’s so central to their way of working:
One of the core principles of our organisation is that we want to be very customer-focused. And A/B testing is really a way for us to institutionalise that customer focus.
I’m not so sure. I think A/B testing is a way to institutionalise a focus on business goals—increasing sales, growth, conversion, and all of that. Now, ideally, those goals would align completely with the customer’s goals; happy customers should mean more sales …but more sales doesn’t necessarily mean happy customers. Using business metrics (sales, growth, conversion) as a proxy for customer satisfaction might not always work …and is clearly not the case with many of these kinds of sites. Whatever the company values might say, a company’s true focus is on whatever they’re measuring as success criteria. If that’s customer satisfaction, then the company is indeed customer-focused. But if the measurements are entirely about what works for sales and conversions, then that’s the real focus of the company.
I’m not saying A/B testing is bad—far from it! (although it can sometimes be taken to the extreme). I feel it’s best wielded in combination with usability testing with real users—seeing their faces, feeling their frustration, sharing their joy.
In short, I think that A/B testing needs to be counterbalanced. There should be some kind of mechanism for getting the answer to “why?” whenever A/B testing provides to the answer to “what?” In-person testing could be one way of providing that balance. Or it could be somebody’s job to always ask “why?” and determine if a solution is qualitatively—and not just quantitatively—good. (And if you look around at your company and don’t see anyone doing that, maybe that’s a role for you.)
Curious: How many large companies have an ethics board? Or some kind of moral advisory role employed?— Erin Weigel (@endesignonline) November 2, 2017
If there really is a connection between having a data-driven culture of A/B testing, and a product that’s filled with dark patterns, then the disturbing conclusion is that dark patterns work …at least in the short term.
Monday, March 6th, 2017
Monday, May 16th, 2016
Our Harry’s in the New York Times! Well, an article on dark patterns is in the New York Times, and Harry is Mr. Dark Patterns.
Tuesday, August 13th, 2013
Trent proposes a way to avoid implementing dark patterns: take a leaf from the progressive enhancement playbook and assume the worst conditions for your user’s context.
Friday, July 26th, 2013
The transcript of a terrific talk by Harry on how dark patterns are often driven by a slavish devotion to conversion rates.
Tuesday, September 11th, 2012
The email notification anti-pattern: a response
Give it to us. I applaud you shouting at us from a rooftop. I also hate defaulting to all notifications and agree that it was a douchebag startup move but can assure it was one made accidentally - a horrible oversight that the entire team feels bad about and will work to amend for you and the rest of our users.
We try to be a site for the common user - nothing like Facebook taking cheap shots wherever they can. I hope we haven’t forever turned you off from our site. Relaunches are hard and mistakes were made but nothing like this will happen again.
Apart from the use of the passive voice (“mistakes were made” rather than “we made mistakes”), that’s a pretty damn good response. She didn’t try to defend or justify the behaviour. That’s good.
She also asked if there was anything they could do to make it up to me. I asked if I could publish their response here. “Yeah, feel free to post”, she said.
I think it’s important that situations like this get documented. It could be especially useful for new start-ups who might be thinking about indulging in a bit of “growth hacking” (spit!) under the impression that this kind of behaviour is acceptable just because other start-ups—like Findings—implemented the email notification anti-pattern.
As Lauren said:
I think every startup manages to mess up one of these at some point in their life, either willingly or unwillingly. A clear listing of all offenses could be useful to everyone.
The purpose of this pattern library is to “name and shame” Dark Patterns and the companies that use them.
- For consumers, forewarned is fore-armed.
- For brand-owners, the bad-press associated with being named as an offender should discourage usage.
- For designers, this site provides ammunition to refuse unethical requests by our clients / bosses. (e.g. “I won’t implement opt-out defaults for the insurance upsells because that practice is considered unethical and it will get you unwanted bad press.”)
The email notification anti-pattern isn’t yet listed on the wiki. I’ll see if I can get Harry to add it.
Thursday, March 31st, 2011
Superb in-depth analysis of Ryanair’s website dark patterns and nasty brand strategy.