The first question is usually: “What problem are we trying to solve?”
If it’s a problem that’s been solved before, but the technology is outdated then is it a UX problem or a technology problem, or both?
A recent frustrating experience with the New York State DMV website made me think about what problems we are trying to solve, and if the problem is actually outdated technology. If you are trying to complete a transaction and fail to do so because of a technical error that you have no control over and there’s no communication about why or what you can do, it’s a pretty terrible user experience. The user doesn’t know or care that the site or app is using outdated technology and that the error is likely due to a server timeout since it’s taking too long to process.
Errors can happen for a variety of reasons. But we can and should communicate what’s going on and provide options.
Examples:
- 404 Not Found error: this doesn’t require cute graphics or slogans. But give the user some navigation or search options.
- Server timeout: allow the user to re-submit without re-entering their information.
- Form validation errors: Make clear what needs to be fixed and allow the user to re-submit without having to re-enter other fields.
A problem caused by outdated technology is also a UX problem. Updating the platform, tech stack or framework is an opportunity to improve the User Experience in other ways. What other improvements can be made? Here are some ideas:
- Mobile-friendliness
- Accessible for people with disabilities
- Better communication – some examples:
- For a lengthy workflow, use a stepper to show the user where they are in the process
- For manipulating lists of items, provide bulk actions for greater efficiency
- Provide clear, simple instructions
