Why we often hate technology – and how UX can change that
We all know them: ticket machines that only accept coins. Login forms that delete all fields in case of an error. Or chatbots that just say, “I didn't understand you.” Technology can be so frustrating that it makes people suspicious.
The problem is rarely the technology itself, but its operation. That's where UX comes in: User Experience decides whether we trust a system or avoid it.
UX ≠ UI: Why it's not about beauty
User experience (UX) is often confused with “design.” It's not about what something looks like, but what it looks like feels, something to use.
The user interface (UI) is the interface. UX is the experience behind it. An elegant button is useless if the process behind it is incomprehensible. Good UX means: Technology fades into the background and everything simply works.
Why our brain loves good UX
UX is psychology. People react to mental models – i.e. expectations of how something should “logically” run. When an app meets these expectations, it creates a sense of control and security.
Design laws help to recognize order: Similar elements are perceived as belonging together, and clear contrasts guide the eye. Auch color effect Play with emotions – blue creates trust, red warns.
Good UX uses these mechanisms to reduce complexity. It guides users so that they can make decisions effortlessly.
Human-centered design: technology from the user's perspective
UX development is not a guessing game, but an iterative process. In Human-centered Design, products are tested together with real users – over and over again. Each iteration shows: Where is the process stalling? Which functions are misunderstood? These feedback loops create trust because they break down barriers.
The best applications aren't the ones with the most features, but the ones where no one has to think about features.
Making UX measurable: The key figures behind the feeling
Even though UX has an emotional effect, it can be measured. Three key figures are particularly informative:
- Efficiency: How many steps does it take to achieve a goal?
- Fault tolerance: How well does the system forgive incorrect entries or cancellations?
- Satisfaction: How do users rate the overall experience?
Self-service solutions demonstrate that when people can resolve their internet issues themselves, without frustration or waiting times, trust in both the product and the provider increases significantly.
10 principles for good UX in customer service
- Clarity before creativity – understandable language beats playful phrases.
- Consistency – the same actions always lead to the same results.
- Feedback – every system should provide immediate feedback.
- Error-friendliness – People can be wrong, systems must react.
- Status visibility – Users need to know what's happening right now.
- Reduction – less choice often means better decisions.
- Accessibility – Self-service should be barrier-free and intuitive to use.
- Empathy – Tonality and language shape the feeling of appreciation.
- Trust through transparency – Clearly communicate data protection and processes.
- Iterative learning – UX is never finished. Every use provides feedback.
Conclusion: UX is the infrastructure of digital reliability
Good UX is invisible – until it's missing. It creates trust because it removes hurdles and enables people to use technology instead of feeling overwhelmed by it. Especially in customer service, UX is not a nice-to-have, but a basic requirement for digital proximity.
Anyone who offers self-service solutions should see UX as a strategic competence: It determines whether customers feel understood.
Download the free white paper related to the topic Understanding UX – with practical guidelines and checklists for intuitive design and satisfied users.
.webp "More than just customer support savings")
