Definition
Software should behave according to user expectations, not the developer’s assumptions. Interfaces need to match users’ mental models, cultural conventions, and prior experiences.
Why It Matters
When software defies expectations, users become confused, make mistakes, and lose confidence. Meeting expectations creates a sense of control, trust, and satisfaction, making the product feel intuitive and reliable.
Example – Good vs. Bad
- Good: On most websites, clicking a logo in the top-left corner returns the user to the homepage. This meets a widely held expectation.
- Bad: On some apps, the same action opens settings or does nothing. Users feel lost and frustrated because the system behaves unpredictably.
Do’s
- Conduct user research to understand expectations and mental models.
- Follow platform and industry conventions where possible.
- Provide consistent behaviors across all parts of the application.
- Test interactions with real users to ensure they align with expectations.
Don’ts
- Don’t invent new interaction paradigms without clear reason.
- Don’t ignore common user conventions (e.g., buttons, links, navigation).
- Don’t assume users will read manuals or guess system logic.
Key Takeaway
Users should never feel the software is “weird” or unpredictable. Intuitive products fit naturally into the way people think, allowing them to achieve goals efficiently and confidently.
