User-Interface Dilemmas and Design - Omission Errors and Outcome Prejudice
In the ever-evolving world of user experience (UX), maintaining ethical standards is more crucial than ever. This week, we delve into the final part of our series on Ethics in UX, published under the UX Daily tab on our website, where we explore two ethical conundrums: Sins of Omission and Outcome Bias.
Sins of Omission, as we'll see, refer to the act of withholding information that could lead to negative consequences. For instance, a product team that chooses not to make explicit the data a mobile app collects from users or how it is shared, silently risks user privacy and trust. This omission of disclosure is ethically questionable.
On the other hand, Outcome Bias is a tendency to focus solely on the desired results, justifying any means to achieve them. If a dark pattern in a user interface leads to higher sales, designers might ignore or justify the unethical manipulation of users. This bias neglects whether the design was inherently deceptive or harmful regardless of the outcome.
The sales world provides a stark example of these concepts. In an ultra-competitive sales environment, withholding calls to customers was a common practice to meet targets. However, one high-performing salesperson took it a step further, closing deals by lying to clients. His method was considered ethical by his team leader, but not by others. This practice led to a decrease in sales for most salespeople, except for one who started selling 40 deals a day. It took a week to call all the customers and make things right after discovering the unethical practices. The team leader and the salesperson lost their jobs due to these unethical practices.
As UX designers, it's essential to remember that the end of a situation does not justify unethical means. Ethical UX requires transparent communication, informed user consent, and evaluation of design decisions for their fairness and honesty, not just their business success.
In our quest for ethical UX, impartial observers should be brought in to check on our standards. By fostering a culture of accountability and transparency, we can ensure that our designs prioritise user trust and safety, and that we avoid the sins of omission and outcome bias.
Sources: - Big Break Theory - Marc Le Menestrel - Prevent Disease - Binary Moon
[1] Ethics in UX Design: Understanding the Principles and Best Practices. (n.d.). Retrieved from https://www.nngroup.com/articles/ethics-in-ux-design/ [3] The Ethics of UX Design: A Guide for Practitioners. (n.d.). Retrieved from https://www.uxdesign.cc/the-ethics-of-ux-design-a-guide-for-practitioners-34f30c7c1c42
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