To build trust in complexity, offer small choices and fast feedback

I strongly believe product simplicity and predictability are a superpower. They give the user a sense of control, which is a gift when the world feels so complicated. But some things are legitimately complicated — regulated banking signups, shopping flows where the user needs to narrow the search based on specific preferences, error cases where something went wrong. So what will give the user a sense of control when predictability is hard to come by? My take: Giving the user a chance to participate in the process by laying out the steps, enabling them to make specific choices, and offering a clear feedback loop on each small decision. This may make the flow longer, but it gives users a chance to viscerally understand what’s happening. It turns helplessness into action. For instance, a while ago I got an alarming privacy notification on an important app and was prompted to go through a privacy checkup and recovery flow. It was a moment of fear. What if my account was compromised? My min

I strongly believe product simplicity and predictability are a superpower. They give the user a sense of control, which is a gift when the world feels so complicated. But some things are legitimately complicated — regulated banking signups, shopping flows where the user needs to narrow the search based on specific preferences, error cases where something went wrong. So what will give the user a sense of control when predictability is hard to come by? My take: Giving the user a chance to participate in the process by laying out the steps, enabling them to make specific choices, and offering a c