UX Court: Bad UX on Trial

UX Court is officially in session. Greg Ross-Munro and Justin Davis put three real-world service apps on trial to decide when frustrating UX is a reasonable business tradeoff and when it crosses the line into a dark pattern. Using complaints involving Lyft, Instacart, and restaurant reservation platforms, they examine support mazes, cancellation fees, grocery substitutions, phantom reservations, and the tension between operational efficiency and user trust. Along the way, they explore practic...