A full archive of all 60 original case studies.
Ticketmaster: the UX of a true monopoly
Behind the growing ticket sales and returning user base, lies a troubled experience with fundamental problems.
Using dark patterns to overcharge for pizza
How Dominos and Pizza Hut use UX tricks and design psychology to quietly charge more.
A masterclass in pricing psychology
How Netflix doubled sign-ups to their ad-tier with one simple design tweak.
Payments: slow and shallow experiences
Deconstructing the notion that these banks have feature parity in 2023.
The hidden complexity of bank cards
Historically, bank cards were relatively simple rectangles of plastic. But not any more.
900 days of progress
A unique opportunity to revisit these 12 banks, re-benchmark them, and highlight what 900 days of progress looks like.
The flaws of an advertising giant
Despite generating $200 billion in revenue, Google Ads is a frustratingly flawed and inconsistent experience.
The complexity of credit scores
They're a confusing mosaic of your financial position. Here's how Credit Karma could educate their users more effectively.
The worst-rated streaming service
HBO Max suffers from poor UX judgement, a lack of finesse and a focus on style over function. Let's learn from their mistakes.
One billion signatures
With an average rating of 4.9 stars, after 500,000 reviews, their IOS app must be doing something rightbut what?
Apple Maps vs Google Maps
Apple and Google have been fighting for map dominance for nearly a decade, but which is better?
Why airlines have a 91% churn
Lousy mobile experiences are forcing consumers to use their desktops. But why is the UX so turbulent?
The UX of paid journalism
Annoying paywalls, confusing plans with tempting introductory rates and a cancellation nightmare. Could paid journalism be better?
How Elon's Twitter could look
How might thoughtful UX help promote transparency and freedom of speech on Twitter?
Revolut Junior: adolescent banking
Revolut, the self-professed 'all things money' app, certainly hides any hesitation about diving into new marketsthis is no exception.
The imperfections of Gmail
1.8 billion active users, 44% of Americans opting to use it as their email solution, and it's created by Google. It should be great, right?
Monzo vs Starling: Overdrafts
Their core products are incredibly strong, but the cracks start to appear when you get even deeper into their experiences.
The experience of being an Uber driver
I joined 4 million others, and became an actual Uber Driver, and the UX is surprisingly awkward.
Is this the easiest way to send money?
More than 70 million people use Cash App, but how true are the bold claims that it's the easiest way to send money?
The next-gen console showdown
I've spent a few months with both the Xbox Series X and the Playstation 5, agonising over the small details. This is what I found.
Can Apple beat Peloton?
Instead of buying a Peloton treadmill for £2,295, couldn't you just use your iPhone, and a £400 treadmill that you picked up from Amazon?
Selling an NFT on OpenSea
Is the user experience of creating and selling NFTs on OpenSea any good? Or is there scope for someone else to do much better?
Can Gamestop beat Amazon?
This UX analysis covers common pitfalls of eCommerce. How do you make shopping online feel intuitive? This is how.
YouTube Shorts: a clone of TikTok
After seeing the explosive growth of TikTok, YouTube reacted, launching an almost identical concept under the title of YouTube Shorts.
Improving Apple's Airtags
Apple are indisputably a leader in intuitive design, but after spending a few weeks using AirTags, I'm disappointed.
Is monetisation killing Twitch?
How does Twitch make money? And more importantly, do these revenue streams make the experience worse? Yes, yes they do.
Playing Among Us
Among Us is not only a much-loved game, but arguably the most successful mobile game ever created. Here's how it could be better.
Finding conversations on Clubhouse
Whilst early-adopters are typically forgiving with UX issues, the millions of people being invited to the app each month will be far less tolerant.
How Robinhood handled a crisis
Robinhood took unprecedented action and, without warning, temporarily restricted trading on immensely popular stocks like GameStop (GME).
A more private WhatsApp?
Elon Musk, Jack Dorsey and Edward Snowden are just 3 of the influential advocates for Signal. Is the hype justified?
A rare Spotify miss: Group Sessions
When Spotify started testing a feature called Group Sessionsletting friends listen to music togetherI expected their UX to be world-class.
Buying a greetings card online
Moonpig is an online greeting card store, and although they do sell other types of gifts, the core of their business has been cards for 20 years.
Building a store
Verifone are so far behind with their softwarecompared to iZettle, SumUp, Square and Shopifythat I doubt theyll ever catch up.
Making a payment
Most iZettle, Square and SumUp customers would save money by switching to Verifone. But that doesnt mean they should.
The card reader
The incumbent provider Verifone performed considerably worse than iZettle, Square and SumUp.
Opening an account
The challenger providers were cheaper, simpler, faster and more efficient. And not just a little bitconsiderably so.
How Klarna Works
Klarna is one of the biggest buy-now, pay-later services in the world, and youll probably have seen their logo in a few familiar places, like ASOS, Topshop and Wayfair.
Buying Bitcoin on Coinbase
Coinbase want to make buying cryptocurrency feel safer and simpler, in the hope that it entices new investors.
Freetrade: the UK's Robinhood?
In a world where everything is free, how will these companies compete? The answer, at least partly, is in having the best experience.
There are some clear winners and losers here. But overall, the user experience of customer support is desperate for some innovation.
Although the challenger banks were considerably faster, all of the banks could improve the experience of using Open Banking.
Making an international payment
Quite clearly, if you want to make international payments frequently you have to use a challenger bank, or Barclays.
Freezing my card
Whilst the challenger banks have made this feature more accessible, they had a poor overall experience. Barclays was considerably better.
Making my first payment
With a few exceptions, there wasnt a huge variance in the amount of effort, or time taken to send a payment from any of the banks.
Opening 12 bank accounts
The challenger banks were significantly quicker (in days) and required less effort (in clicks) to get an active account.
How TikTok works
Whats the experience of creating your first TikTok like? What have they done really well, and what could be better?
The growing complexity of Hulu
Between Netflix, Amazon Prime and Disney+, you already have more content available than you could ever realistically consume.
Let's jump on Zoom
Zoom became a household name during the 2020 pandemic, but does it really have revolutionary UX?
Disney+ takes on Netflix
If it looks like Netflix, talks like Netflix and quacks like Netflix, is it a duck? Wait, no, is it Netflix?
How categories and tags on Monzo work
Their core product is often praised for being intuitive, but when you go a little deeper, does it give up any ground?
Buying a domain on GoDaddy
Every founder buys a domain, normally before they build anything. But what's that experience like?
How creating an event on Eventbrite works
Here's a deep dive into the ticketing world of Eventbrite. Let's create an event together.
Creating a Go Fund Me campaign
More than $5bn has been donated through Go Fund Me, so you'd expect that experience to be great, right?
Live chat domination
Intercom has become the go-to live chat bubble online. But could their service be better? Yes.
An onboarding masterclass
Notion is a tool that use every day. But let's go back and see what the new user experience is like.
Signing up to Asana
Asana is a tool designed to boost efficiency, but here are a few UX tricks that could supercharge it.
Signing up to Mailchimp
Creating an account on Mailchimp is daunting, and full of UX slight-of-hand. Let's talk about it.
Mario Kart Tour on IOS
It's a me, Mario. Except these time he's on IOS, and the experience is nothing like Nintentdo's previous endeavours.
Booking a valuation with Purplebricks
So you're looking to sell your house and need a valuation? Purplebricks are here to help, sort of.
How Rightmove’s search works
Rightmove is the UK's biggest property portal, but their search sucks. This is why.