Le Tang - Dialexa, an IBM Company | LinkedIn (original) (raw)

• Zak Elley 📱 When poor UX leads to legal threats, we have a serious problem. As a UX designer, stories like this really frustrate me—especially when they’re so easily avoidable. I've seen a story circulating about a Northern Rail passenger who bought an invalid ticket due to confusing app design—and now he’s facing prosecution. Sam Williamson’s case is a perfect example of poor UX copywriting. He bought a ticket labelled as “Anytime,” which clearly suggests flexibility, only to find out it wasn’t valid due to railcard restrictions. Worse, instead of resolving this through customer service, Northern Rail immediately threatened legal action over a £1.90 difference. Clear, honest language is critical in UX. If users can’t trust the copy, it leads to confusion, stress, and in this case, legal threats. UX should protect customers, not mislead them and then punish them. #uxwriting #copywriting #transparency #railUX #northernrail