Put the needs of the user before the needs of the system (UX)

Hello! I am and it is the first time that I write a post here. I have been personally complaining for a long time about the bad user experience that microsoft has with its products, especially with the XBOX application. My intention is that this post can reach someone internal to microsoft because I did not find another way to express myself and that this can help. My intention is not to criticize anyone, simply to give feedback and be able to help if necessary possible.



The need for privacy



I am going to tell about my case.



A few months ago my account was hacked, precisely this one that I am using now. They managed to access to my microsoft account and tried to access other products of which I am a user with this email but luckily the security tools anticipated what they were trying to do. I was finally able to reset my password and have used this email again.



Yesterday, with the release of a game on xbox pass called "Gunfire Reborn", I decided to buy the subscription to be able to play it, but I came across something that exceeded the glass... The system FORCED ME to save my card details.



Based on my MENTAL MODEL about video game platforms equal to xbox, I SEARCHED EXHAUSTIVELY for the typical and blessed checkbox with the message "I want to save my card details for future purchases" but I didn't find it. I only found a link that sent me to the "my account" section, perhaps to configure it there, but forcing me to exit the payment process (this is a big mistake, based on the fact that the attention of the users is limited, and in a process of payment all possible distractions, doubts or errors that may interrupt the user in his purchase must be anticipated. Then he can continue with confidence and security)



Now, imagine my case. My account was hacked, then my brain already generates doubts when paying with that email for fear that my data is being compromised again. If we add to this that xbox FORCES ME to save my card data, it is obvious that I will not buy. How many other users could this be happening to? It is true that after your data is saved you can delete it, but until then you will have the insecurity and, in case you have still decided to buy, possibly your insecurity will increase more until you can finally access the profile and have made sure to delete the data of the card.

This is where user experience ethics come into play.



It could be said that the area of ethics in user experience design is on a scale that goes from giving users complete freedom to making all decisions for them. I would define an ethical challenge as the moment when the line is crossed into making seemingly unreasonable decisions that serve the interests of the system over those of the user. Such decisions are of crucial importance for a product, since manipulation attempts are very likely to irritate users and cause them to leave or close their account and remove the application. Flexibility towards user needs can be beneficial. Also, allowing users to CHOOSE the level of data access permissions, or not requiring many from the start, would allow more untrusting users (me) to jump on the bandwagon and not feel forced.



As UX Designers we always tell our clients or ourselves NOT TO MAKE AXIOMATIC ASSUMPTIONS (We are sure that the user will definitely want to save the data). In this case, although it might be easier not to rewrite the details, the system designers are willing to compromise the data, and to some extent this decision is made in the interests of the system.

Small case study



For the love of research I conducted a short interview with 5 people I know who are xbox game pass users and I came across something very interesting. Two of them paid for the xbox pass subscription with a friend's card, which xbox forced them to save the data of the other's card and generated discomfort and insecurity on the part of the card owner. Finally they had to delete the data after the purchase manually. This could present future issues with xbox game pass subscription "unknown discounts" for not deleting data manually.



In conclusion



As UX designers, it is always suggested to think about where the user will be given freedom of choice and where decisions will be made for him/her, in an attempt to provide the best possible experience and respect their time. The field of ethics in UX planning is devoid of fixed rules and guidelines. Elections are measured in actions; how users perceive your product and how much they ultimately trust it.

As I mentioned at the beginning, my goal is not to criticize anyone. I don't want this to be misunderstood, I just take this problem personally and as a user and ux designer I wish it was better, which DOES NOT INDICATE THAT I'M RIGHT.

I just think that as UX designers we have to understand the influence that we can generate in the world by improving people's lives with technology. We have this unique opportunity to be able to design solutions in a world that is constantly changing and generating new problems that need to be addressed, taking users and putting them at the center to understand their behaviors and actions and improve the world from there.

I hope this can reach people inside XBOX and that it can be of help to them. More spaces are needed to share knowledge and ideas, it is very difficult to contact large companies today.

Greetings!

- Web developer / UX - UI designer.

:)