Nov 12, 2025·7 min
Don Norman UX principles to avoid confusing interfaces
Don Norman UX principles can help you spot confusing flows, reduce support costs, and validate chat-built screens before users get stuck.
Don Norman UX principles can help you spot confusing flows, reduce support costs, and validate chat-built screens before users get stuck.
Confusing interfaces don't just feel bad. They create measurable costs: people abandon sign-up and checkout, ask for refunds, and contact support for things that should be obvious.
Most of the time, the issue isn't visual design. It's clarity. Users can't tell what the system wants, what will happen next, or whether it's safe to proceed.
That confusion turns into real money and time in a few predictable ways. Drop-offs rise when people hit a moment of doubt. Support gets flooded with "Where is X?" and "Why did this happen?" Refunds and chargebacks increase when pricing, confirmation, or cancellation flows are unclear. Internally, teams spend time writing guides and workarounds because the product doesn't explain itself.
Small friction becomes expensive because it repeats in common flows. A confusing sign-up might cost you a user once. A confusing checkout can cost you every time.
A simple scenario shows how this happens: someone creates an account and changes a setting like notification frequency. They see a toggle, tap it, and nothing confirms the change. Later they still get emails. Now you have a support ticket, the user feels tricked, and trust drops. The UI might look clean, but the experience is unclear.
Speed makes this easier to miss. When you build quickly, especially with chat tools that generate screens and flows fast, you can end up with steps that make sense to the builder but not to a first-time user.
The fix starts with a few ideas often associated with Don Norman: make actions obvious, match the user's mental model, give fast feedback, and prevent errors before they happen. The rest of this guide keeps it practical: a small set of principles, plus a simple routine to validate any flow you built quickly before real users get lost.
People don't read interfaces. They guess.
Users bring a mental model, a story in their head about how something should work based on other apps, real-world objects, and habits. When your interface matches that model, people move quickly. When it fights the model, they slow down, hesitate, and make "mistakes" that are really design mistakes.
A user clicking "Save" expects their work is safe. A user clicking "Delete" expects a warning or an easy way back. A user seeing a search box expects they can type and press Enter. These expectations exist before any help text.
Good UX leans on those expectations instead of trying to retrain people.
An affordance is what an element can do. A signifier is what tells you it can do it.
A text field affords typing. The signifier is the visible box, the cursor, and sometimes placeholder text. A button affords clicking. The signifier is its shape, contrast, and label. If you style a button to look like plain text, the affordance didn't change, but the signifier got weaker, so people miss it.
The gulf of execution is the gap between what the user wants and the actions the UI makes available. If someone wants to change a shipping address but only sees "Edit Profile," they may not know what to do.
The gulf of evaluation is the gap between what the system did and what the user can understand from the screen. If they click "Pay" and nothing changes (or only a tiny spinner appears), they can't tell whether it worked, failed, or is still processing.
Good feedback is fast, clear, and specific. It answers three questions: did it work, what changed, and what should I do next?
This matters even more when you build fast with chat-based tools. Generated screens still need obvious signifiers and unmistakable feedback so first-time users don't get lost.
Confusing interfaces rarely fail because the code is wrong. They fail because the screen doesn't match what people think will happen next.
A classic example is the "Save vs Submit vs Publish" mess. In many tools, "Save" might mean "save a draft," "save and share," or "finish the process." A user who only wants to keep their work safe will hesitate, or click the wrong thing and panic. Labels like "Save draft" and "Publish now" reduce that fear because they describe the outcome.
Settings screens cause a lot of silent damage too. Toggles that are unclear or reversed are everywhere: a switch labeled "Notifications" without saying what ON means. Even worse is a toggle that looks on when the feature is actually off due to a separate dependency. People stop trusting the page and start guessing.
Forms are another repeat offender. A signup form that fails without explaining why is basically telling users, "Try again until you get lucky." Password rules hidden until after an error, required fields that only show a tiny red outline, or messages like "Invalid input" all force extra work.
Empty states can also trap people. A blank dashboard that only says "No data yet" leaves the user stranded. A helpful empty state answers one question: what should I do next? A simple "Create your first project" plus one sentence about what happens after is often enough.
Destructive actions often hide behind harmless wording. "Remove" might mean "remove from this list" or "delete forever." If the outcome is irreversible, the wording must say so.
If you're building quickly, these are the areas worth double-checking first: button labels should describe outcomes, toggles should state what ON and OFF mean, form errors should point to the exact field and rule, empty states should offer a next step, and destructive actions should be named clearly and confirmed when needed.
Most confusion starts when a product is built from screens outward instead of from the user goal inward. A screen can look complete and still fail if it doesn't help someone finish what they came to do.
Pick one goal and write it like a task, not a feature: "Create an invoice and send it," "Book a haircut for Friday," or "Publish a landing page." That goal is your anchor because it defines what "done" means.
Then shrink the journey to the smallest set of steps that still feels natural. One of the fastest ways to cut confusion is to remove steps that exist only because the builder knows extra context. Builders often front-load settings because it made sense during setup. New users usually want to start doing the thing first, and adjust settings later.
A practical test is to check every step with three questions:
When any step fails one of these, users slow down. They hover, scroll, open random menus, or leave to ask a coworker.
Look for predictable pause points: a choice with unclear differences ("Workspace" vs "Project"), a form asking for information they don't have yet, a page with multiple primary buttons, or a flow that changes terminology midstream (signup, then "provision," then "deploy").
When you spot a pause point, align the next action with the goal. Use the user's words, move advanced settings later, and make one obvious next step. The flow should feel like a guided path, not a quiz.
People can handle almost any interface if they know what the system is doing and what happened after they acted. Confusion starts when the screen stays quiet: no sign of saving, no hint that work is still happening, no proof that a button did anything.
Fast feedback isn't decoration. It's the interface saying, "I heard you." That prevents double clicks, rage refreshes, and abandoned forms.
Any action that takes longer than a blink needs a visible status. That includes loading a page, processing a payment, uploading a file, generating a report, or sending a message.
A simple rule: if the user can ask "Did it work?" your UI should already be answering.
Keep it concrete:
A confirmation is only useful when it says what changed and where to find it. "Success" is vague. "Invoice sent to [email protected]. You can see it in Sent invoices" is calming.
Errors should guide, not punish. Good error feedback has three parts: what went wrong, how to fix it, and reassurance that the user didn't lose their work. Keep what they typed. Don't reset a form because one field is wrong.
Silent failures are the worst kind of feedback. If something fails, say it clearly and offer the next action (Retry, Edit, Contact support). If you autosave, show it. If you can't save, say why.
People usually don't make errors because they're careless. They make them because the interface quietly allows the wrong move, or fails to show what will happen next.
Don Norman's idea of constraints is simple: design so the safest action is the easiest action.
A good constraint isn't a dead end. If something is disabled, users should understand why and how to fix it. "Save" in gray with no explanation feels broken. "Save (add a title to continue)" feels helpful.
A few patterns reduce confusion without making people feel policed. Use pickers or presets when free text creates avoidable typos (dates, countries, roles). Provide sensible defaults for the most common case, then let advanced users change them. Validate as people type with specific messages. If you disable an action, put the reason right next to it.
A concrete example: imagine a "Create workspace" flow built quickly. If the database region is required, don't ask users to type it. Offer a picker with a recommended default and a short note about why it matters. If a name is required, show the rule early ("3 to 30 characters") instead of waiting until the final step.
Confirmation dialogs shouldn't be scary. They should be specific. Replace "Are you sure?" with what is being deleted, what will be lost, and whether it can be undone.
A safe exit is part of error prevention. "Cancel" and "Back" shouldn't discard progress silently. When possible, offer Undo after actions like removing a teammate or deleting a draft.
Extra friction is worth it when the cost of a mistake is high: payments and plan upgrades, deleting data or accounts, granting permissions, sending invites to real customers, or irreversible exports and resets. The goal isn't to slow people down. It's to make consequences visible before the click.
When you build a feature fast with a chat-based builder, the risk isn't bad code. It's a flow that makes sense to you, but not to a first-time user. Use this short validation loop before anyone else pays the confusion tax.
Write the one-sentence user story. Name the person, the goal, and what "done" looks like. Example: "A first-time customer wants to reset their password and end up signed in again." If you can't say it in one sentence, the flow is probably too big.
Lay out the steps, then cut. Sketch the screens or actions in order. If a step doesn't move the user closer to the goal, remove it or move it later.
Check labels against the story. On each screen, make sure the primary button clearly matches the goal. Replace vague labels like "Continue" with "Send reset link" or "Save address." Ensure the page title matches what's happening.
Run a 5-minute hallway test. Hand the flow to someone who didn't build it. Give only the user story and one rule: no hints.
Record friction, not opinions. Note every pause, backtrack, wrong click, and "Where am I?" moment. Each one becomes a concrete edit: change wording, move a field, add feedback, or remove a choice.
Re-test until it feels obvious. Fix the top 2 to 3 issues, then test again with a new person. Stop when people complete the task smoothly and can explain what happened in simple words.
Short loops, repeated, beat long reviews that happen once.
Speed is great until it changes what you pay attention to. Chat tools can fill in gaps with plausible details. Users won't. They bring their own words, goals, and patience.
One common failure is vocabulary drift. Builders and chat prompts slip into internal terms like "workspace", "entity", "billing profile", or "sync". A new user just wants to "add a teammate" or "send an invoice." If labels don't match the user's mental model, people slow down and abandon.
Another trap is letting the interface mirror the database. It's tempting to show fields exactly as they exist in storage because it's easy to generate: first_name, status_id, plan_tier. But people don't think in table columns. They think in questions and actions: "Who is this for?", "What happens next?", "Can I undo this?"
Fast building also invites feature piling. When one step feels awkward, the instinct is to add an option, a tab, or an advanced section. That often hides the real issue: the first confusing moment is still confusing.
Be careful with helper text as a crutch. Placeholders and tiny hints can't rescue a layout that doesn't explain itself. If the screen needs paragraphs of explanation, the design is asking users to read instead of act.
Also, "clean" can be costly. Hiding the main action inside a menu may look tidy, but it makes people hunt. If there's one key action on a screen, it should look like the key action.
Finally, speed hides edge cases. A flow that works with perfect data can fail fast in real life: empty states, slow networks, wrong input, or a user backing out mid-step.
A confusing flow quietly adds support tickets, refunds, and abandoned signups. Before you ship a screen or flow you built quickly, do a 10-minute pass using the same three ideas: clear signifiers, immediate feedback, and gentle constraints.
Start with the main path (the thing most users came to do) and check:
One check people skip: after both success and failure, the next step must be obvious. A success state should point to the next useful action (View receipt, Track order, Invite teammates). A failure state should keep the user in control (Fix this field, Retry, Contact support) without wiping inputs.
If you're building on Koder.ai, treat this checklist as a final pass on UI copy and states before you deploy. Planning Mode can help you write the one-sentence goal and expected steps up front, so the generated UI doesn't look finished while still behaving like a maze.
Speed isn't the goal. Clarity is. The fastest build is still a failure if people can't finish the one thing they came for.
A simple habit that keeps you honest: review one core flow every release. Pick the flow that pays the bills or builds trust (sign-up, create, pay, invite). When that flow is clear, everything else feels easier too.
Make changes small and visible. If you change the button label, the error message, and the page layout at the same time, you won't know what helped.
Real user testing doesn't need a lab. Give someone a simple task and stay quiet. If they hesitate, that's your bug report.
For teams building and iterating quickly, tools like Koder.ai can help you prototype and deploy fast, but the UX basics still decide whether users finish the job. Treat clarity work as part of the build, not a cleanup step.
Confusing UI creates repeatable costs:
Clarity is about whether a first-time user can answer three questions at each step:
A UI can be visually “clean” and still fail if it doesn’t make outcomes predictable.
A mental model is the user’s expectation of how something should work based on other apps and everyday habits.
Default approach: match common expectations (e.g., “Save” keeps work safe; “Delete” warns or is reversible). If you need to break an expectation, do it with explicit labels and feedback so people aren’t forced to guess.
An affordance is what something can do. A signifier is what makes that action obvious.
Example: a button still “works” if it looks like plain text, but the signifier is weak, so people won’t notice it. Practical fix: improve signifiers with clear labels, contrast, placement, and state changes (pressed/loading/disabled).
Use them as a quick diagnosis:
To close both: make the next action easy to find, and make results unmistakable.
Use outcome-based labels.
Goal: a user should know the consequence before clicking.
Make ON/OFF meaning explicit and keep the system truthful:
Avoid toggles that look on while the feature is effectively off.
Default rule: if someone can ask “Did it work?” your UI should already be answering.
Practical patterns:
Prevent errors by making the safe path the easiest path:
For destructive actions, confirm with details (what will be deleted, what’s lost, whether it can be undone).
Run a short validation loop before shipping:
If you’re building in Koder.ai, use Planning Mode to define the intended steps and states up front, then do this pass before deploying.