Decide (Part 1) - How clever designs support users in their decisions
Why it is important to understand the human decision-making process
In user interfaces, decision queries are an important element of user interaction. Every day, users are confronted with a multitude of decisions – from simple yes/no questions to complex selection scenarios with far-reaching consequences. In a professional context, such decisions can not only cause joy or frustration, but also have economic or security-related consequences.
The design of such decision queries can significantly influence the efficiency, satisfaction of users, and ultimately the perceived user experience of a software program. Nevertheless, in practice, one often encounters confusing questions, illogical option presentations, and counterintuitive input and selection options that complicate rather than facilitate the decision-making process.
In this article, we take a closer look at the psychological foundations of human decision-making. We show how we at M&M derive concrete, evidence-based design guidelines for decision queries in our services. Understanding these cognitive processes helps us develop interfaces that optimally support users in their decisions, reduce human error, and decrease support costs.
When should users be required to make a decision?
Before we delve into the design and psychological background of decision prompts, we should first clarify when a decision by users is actually necessary.
This is because too many or unnecessary prompts can lead to “decision fatigue”—a state in which users no longer actively consider decision options but instead click through “blindly.” To a certain extent, this will always happen with some users, but it should not be actively encouraged.
Decisions should therefore only be requested if at least one of the following conditions is met:
- Freedom of choice for users
The decision should be left to the users if it depends on personal preferences, taste, or individual working methods. In such cases, the system cannot make the decision autonomously, as subjective factors must be taken into account. - Systemic uncertainty
If the system cannot make a clear decision due to ambiguous data, limit values, or conflicting parameters, human judgment is required. In such situations, the software should communicate transparently why the decision is being handed over to the user. - Serious consequences
For decisions with potentially serious or irreversible consequences, the system should require a conscious decision by the user, even if automatic decisions would be technically possible. This ensures legal protection and greater psychological acceptance of the consequences of decisions.
In the second part of the blog, you will learn more about the basics of human decision-making based on various theories and what this means for interface design.
