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Streaming Wars


LATEST CASE STUDIES

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NewHellofresh•
10 min read minute read


A CHECKOUT DESIGNED FOR IMPULSE PURCHASES

Horrible retention rates, dark patterns and incentivising people to abandon
their carts. This is HelloFresh.

Reddit•
9 min read minute read

HOW (NOT) TO GET PEOPLE TO DOWNLOAD YOUR APP

Reddit's strategy of canibalising their own web experience, and blocking third
party apps, might not be working.

Threads•
10 min read minute read

EXPOSING THE GROWTH ENGINE OF THREADS

A deep dive into why Threads' launch strategy was so effective, and the UX
theory behind their A/B tests.

🌱


THE UX OF BANKING

UX of Banking
•
8 min read minute read

PAYMENTS: SLOW AND SHALLOW EXPERIENCES

Deconstructing the notion that these banks have feature parity in 2023.

UX of Banking
•
21 min read minute read

THE HIDDEN COMPLEXITY OF BANK CARDS

Historically, bank cards were relatively simple rectangles of plastic. But not
any more.

UX of Banking
•
8 min read minute read

900 DAYS OF PROGRESS

A unique opportunity to revisit these 12 banks, re-benchmark them, and highlight
what 900 days of progress looks like.

UX of Banking
•
11 min read minute read

CUSTOMER SUPPORT

There are some clear winners and losers here. But overall, the user experience
of customer support is desperate for some innovation.

🍪


LATEST UX BITES

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ONBOARDING FIGMA DEV MODE

Figma has two modes; one for designers, and one for developers. When sharing a
link from Figma Dev mode, you'll see confirmation that the recipient will open
the link inside dev mode too.

GOOGLE NEST'S QR CODE

When setting up a Nest camera, you'll see an animation of the QR sticker being
removed from the lens, and being placed in the "quick start" guide. It also
gives context as to why this step can save you time in the future.

APPLE'S 'ZOOMED' PROGRESS BAR

When listening to a podcast, Apple will automatically enlarge the progress bar
to help you be a bit more accurate when scrubbing through the track.

SEQUENTIAL LAZY LOADING

YouTube will load the key metadata before the images. This subtle difference
means that on slow internet connections, you can still choose a video without
waiting for the high-resolution previews.

SAINSBURY'S INGREDIENT BUNDLE

Sainsbury's will show you recipes, with the ability to add all of the items to
your basket in a single click.

CHATGPT'S PRIVACY CONTEXT

When using another creators GPT, you'll see clear context that they cannot see
your chats.

🧠


UX PSYCHOLOGY

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UX Psychology

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REACTANCE

Forcing adoption of a behaviour may backfire.

⛳️

DEFAULT BIAS

People often accept default suggestions.

🫵

PYGMALION EFFECT

Broadcasting expectations alters performance.

Design Principles

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PROGRESSIVE DISCLOSURE

The art of progressively exposing complications.

🧯

REACTIVE ONBOARDING

Non-intrusive and retrospective onboarding.

🧠

COGNITIVE LOAD

The 'working memory' required to complete a task.

UX Concepts

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USER DELIGHT

Small moments of delight are impactful.

🎮

GAMIFICATION

Encouraging engagement with tasks and rewards.

🎰

VARIABLE REWARDS

Variability can be motivating.


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UX BITES

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AVOIDING DUPLICATE PAYMENTS

With Capital One, if you have an automatic payment scheduled and try to make
another (regular) payment, it’ll ask you if you would like to still keep your
automatic payment or skip it.

SECRET CONSOLE MESSAGE

Inspecting the console tab on Soundcloud will show a prompt to join their team.

SMART LOCATION-BASED WARNING

When ordering Deliveroo to a location that isn't where you currently are, you'll
see this warning on the payment screen.


PASTE A WEB URL

Figma have built the feature to allow you to paste a web URL into the native
app.

LEVERAGED SCARCITY TO MOTIVATE BOOKINGS

Airbnb will let you know if a property is usually booked, leveraging the
scarcity effect.

TIMEZONE AWARENESS ON SLACK

If you're messaging someone out of office hours, it'll display their timezone.

🔥


POPULAR STUDIES

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Wall Street Journal•
6 min read minute read

THE UX OF PAID JOURNALISM

Annoying paywalls, confusing plans with tempting introductory rates and a
cancellation nightmare. Could paid journalism be better?

TikTok•
7 min read minute read

HOW TIKTOK WORKS

Whats the experience of creating your first TikTok like? What have they done
really well, and what could be better?

Go Fund Me•
7 min read minute read

CREATING A GO FUND ME CAMPAIGN

More than $5bn has been donated through Go Fund Me, so you'd expect that
experience to be great, right?

Credit Karma•
8 min read minute read

THE COMPLEXITY OF CREDIT SCORES

They're a confusing mosaic of your financial position. Here's how Credit Karma
could educate their users more effectively.

UX of Payments
•
11 min read minute read

THE CARD READER

The incumbent provider Verifone performed considerably worse than iZettle,
Square and SumUp.

Uber•
8 min read minute read

THE EXPERIENCE OF BEING AN UBER DRIVER

I joined 4 million others, and became an actual Uber Driver, and the UX is
surprisingly awkward.

"Crisp, clear and insightful feedback thatboosted our conversions by 16%."

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