User experience (UX) isn’t just about how a product looks – it’s about how it works and feels in the hands of real users. Yet, time and again, teams fall into the trap of outdated or misleading assumptions. These myths might seem harmless, but they can lead to poor design decisions, lost users, and missed opportunities.
This article cuts through the fluff and tackles common UX myths that still show up in digital projects today. If you’re designing for humans – websites, apps, systems – this guide is for you.
“Design is not just what it looks like and feels like. Design is how it works.”
– Steve Jobs
1. People Read Everything on Your Website
They don’t. People scan for what they need. Use headings, bullet points, and short paragraphs.
Example: On an eCommerce site like JB Hi-Fi, users scroll fast to find price and delivery info—not product blurbs.
2. Everything Must Be Reachable in Three Clicks
Click limits aren’t the issue. Logical flow matters more.
Example: On Service NSW, some services take more than three clicks—but users don’t mind when each step is clear.
3. More Graphics Make It More Engaging
Only if they help the user. Irrelevant visuals waste time and bandwidth.
Example: A real estate site overloaded with high-res hero images may look good but slow down search tools.
4. Good Design Means It Looks Nice
Looks aren’t enough. A beautiful UI can hide serious usability flaws.
Example: A flashy government dashboard may win design awards but fail to meet accessibility standards.
5. Accessibility Is Just for People With Disabilities
Wrong. Accessibility also benefits mobile users, older users, and people with temporary impairments.
Example: Closed captions on ABC iView help users in noisy environments—not just those who are deaf.
6. You Are Like Your Users
You’re not. You know the system too well.
Example: A software developer may easily navigate a complex interface, but a new user on the myGov portal may get lost.
7. Users Know What They Want
Sometimes. But what they say and what they do often differ.
Example: A user might request more features in an app but never use them when added.
8. People Make Rational Decisions Online
Often, emotion wins. Trust, familiarity, and colour cues all impact decisions.
Example: Users may prefer a bank app with a calming blue UI over one with a more logical but stark interface.
9. More Features Means a Better Product
Usually the opposite. Overloaded apps frustrate users.
Example: Early versions of My Health Record included too many features, overwhelming users with little guidance.
10. Just Ask Users What They Want
Ask, but observe too. Feedback alone doesn’t tell the full story.
Example: A school website survey said parents wanted event reminders, but few actually used the feature when built.
11. More Content = Better UX
Too much clogs the experience. Keep it focused.
Example: Centrelink landing pages used to overload users with text. A rewrite reduced content by 40%—and improved completion rates.
12. Design Must Be Original
Stick to conventions. Reinventing basic UI slows users down.
Example: Changing the hamburger menu icon to something “creative” made users miss the main nav on a local council site.
13. Design Is Done When It Looks Right
Not finished until it works right. Test for usability, not aesthetics.
Example: A telco’s online sign-up form looked great but had a 70% drop-off due to poor mobile keyboard handling.
14. Users Will Figure It Out
Nope. They’ll leave. Design must guide.
Example: A confusing registration flow on a TAFE site caused students to abandon enrolments halfway.
15. Testing UX Is Too Expensive
It can be quick and cheap. Even a few users can reveal big issues.
Example: A Brisbane startup tested a prototype in a café with five people—and fixed a critical usability gap.
16. Visual Appeal Doesn’t Affect Usability
It does. Attractive products feel easier to use.
Example: After a visual redesign, usage of an internal HR tool increased by 30%, even though functionality didn’t change.
17. UX Is Just Common Sense
It’s learned and practiced. Assumptions mislead.
Example: A team assumed older users didn’t need a chatbot—until feedback showed it was their preferred support channel.
18. Consistency Always Improves UX
Usually, but with nuance. Context matters.
Example: Using the same layout for mobile and desktop doesn’t work when mobile users need a simplified nav.
19. If It Works on My Device, It Works Everywhere
Always test. Devices and networks differ.
Example: A public transport app worked on Wi-Fi but failed over 4G due to image-heavy loading on the go.
20. UX = Usability
Usability is part of UX. Emotions, trust, and satisfaction matter too.
Example: A well-functioning energy rebate portal still failed users because it felt cold and bureaucratic.
21. You Need to Test Everything Extensively
Start small. Test often. Avoid waterfall testing.
Example: An NDIS provider ran monthly feedback sessions to fix issues early and avoid expensive rework.
22. Help Text Solves Poor Design
It’s a patch, not a fix. Reduce the need for it.
Example: After removing jargon in a financial calculator, help text usage dropped by half.
23. People Complete Forms the Way You Expect
Rarely. Forms should support user errors.
Example: Users entered phone numbers with spaces, which caused errors until input validation was added.
24. Mobile Users Are Always in a Rush
Not always. Many use phones on the couch.
Example: Analytics showed most superannuation app sessions occurred in the evening, not during commutes.
25. You Should Regularly Redesign Your Site
Redesign with purpose. Don’t chase trends.
Example: A tourism website redesign broke key SEO paths, dropping traffic 60%—all for a new homepage.
26. Everything Important Should Be on the Homepage
Users land deep via search. Prioritise inner pages.
Example: A university site saw 80% of users bypass the homepage entirely via Google.
27. The Homepage Is the Most Important Page
Sometimes, but often not. Focus on high-traffic tasks.
Example: Most myGov users jump straight to their inbox or Medicare claims—not the homepage.
28. UX Is the Designer’s Job
It’s everyone’s job. Developers, marketers, product managers—all impact UX.
Example: Developers improved response time, reducing load frustration. That’s UX, too.
29. Experts Don’t Need to Test With Users
Expertise still needs validation. You’re not the end user.
Example: A government team skipped testing because “we know this domain”—but missed key user needs.
30. All Feedback Improves UX
Filter feedback. Not all ideas are helpful.
Example: Adding a “favourite” button to a form was suggested but rarely used—until it was removed.
31. Users Don’t Scroll
They do—especially on mobile. Give them something worth scrolling for.
Example: Scroll tracking on a health site showed 70% of users scrolled to FAQs—despite them being two screens down.
32. Long Content Is a Problem
Only if it’s poor. Good structure wins.
Example: A tenancy website’s long how-to guide had 10+ minute average reading times due to clear layout.
33. Users Always Know Where They Are
They often don’t. Use good signposts.
Example: A child services portal reduced confusion with a breadcrumb trail and clearer page titles.
34. People Use Products the Way You Intended
Rarely. Watch real users, then adapt.
Example: A health app found most users only tracked symptoms—not appointments—so the dashboard was redesigned.
The best digital experiences aren’t built on assumptions – they’re shaped by insight, iteration, and a deep respect for your users. Let go of these myths, and you’ll design products that are not only smarter, but more human.
Whether you’re a designer, developer or product owner, remember: great UX is everyone’s responsibility.