12 reasons ux content isn’t working and how to fix it.
In a perfect world, we'd have solid data or user test results with every iteration of a design concept. In reality, many content and product teams have to rely on their instincts and experience when something feels "off." Or, the clues are little more than vague complaints like "Users are confused here," which might be rooted in the content, the design, or how a feature is presented.
This article bridges that gap. Based on two decades of usability best practices, my advice is geared toward product and content professionals who need actionable fixes without waiting on new data.
Whether you're flying blind or working from hunches, here’s some pointers that will help you identify the real problems and improve your UX content with confidence.
1. Too vague, not personalized or dynamic
Bad: “There’s an issue with your order.”
Fixes:
1. Give the user more details. What part of the order is delayed? When can they expect it?
2. Give the user control. Give them some details and help make it right. Can they order a similar item? Should part of the order that’s ready be shipped?
2. Too specific on irrelevant details
Bad: “Your request failed due to a 500 internal server error caused by an unexpected API response.”
Fixes:
1. Help the user in language they understand.
2. Tell them how they can fix it offline.
3. Answers questions users aren’t asking
Bad: “This feature is powered by AI and uses advanced algorithms.”
Better: “Here’s how to get started with this feature: [3-step guide].”
Fix:
1. Why does the user care? What is the benefit to the user?
4. Too company-centered, not user-centered
Bad: “We require additional verification.”
Better: “We need to verify your identity for security. Check your email for a code.”
Best: For your security, check your email for a verification code and enter to continue."
Fix:
1. Let them know why we need them to take an extra step. And make it easy and quick for them to resolve it.
5. Not enough data/context about the problem
Bad: “Something went wrong.”
Fixes:
1. If this is a very common problem, press your friends over in development for information on what went wrong.
2. If there are a lot of different systems triggering a similar code, it might be easier to just communicate it’s us not you but give them a way to fix it, even if it’s less than ideal. “Something went wrong. Our engineers are working on it. Please try back in an hour.”
6. Leaves users in a dead end
Bad: “We couldn’t find your account.”
Better: “We couldn’t find your account. Try a different email or [contact support].”
7. Too many words or too few words
Bad (Too many words):
“In order to proceed with your request, it is necessary that you first verify your email by checking your inbox for a message from us.”
Bad (Too few words): “Check your email.”
Better: “Check your inbox for a verification email from us.”
8. Lacks accessibility considerations
Bad: “Click the green button below to continue.” (Color and word “below” are visual-dependent)
Better: “Choose ‘Next’ to continue.”
9. Poor hierarchy/inability to scan
Bad: (Dense paragraph)
"To complete your order, please make sure your shipping details are correct, choose a payment method, enter your billing address, and review the summary before clicking ‘Place Order.’"
Better:
Steps to complete your order:
Confirm your shipping details
Choose a payment method
Enter your billing address
Click Place Order
Best:
Almost there
Shipping Details: [Your Address] [Edit]
Payment Method: [Visa ending in 1234] [Edit]
Billing Address: [Same as shipping]
Place Order [Button]
10. Tone doesn’t match user emotions
Bad (Too cheerful in a frustrating moment): “Oopsie! Something went wrong. 😢”
Better: “We’re experiencing an issue. Try again or contact support.”
11. Design or flow makes content too long
Even well-written content can feel overwhelming if the design forces users to read too much at once or makes them work too hard to get key info.
Bad: A multi-step error message where users have to click “Next” to understand the problem.
Better: A clear, scannable message that immediately explains what went wrong and how to fix it.
Bad: A modal with a huge paragraph of instructions before a simple action.
Better: Inline guidance that appears only when needed.
Bad: A confirmation screen that repeats all order details without prioritizing key info.
Better: A concise message like: “Order confirmed! Estimated delivery: March 10.”
12. Wrong interaction pattern makes content harder to use
The way content is presented should match the user’s mental model and make choices easy. The wrong UI element can create confusion or unnecessary effort.
Bad: Using a dropdown for a simple “Yes/No” question.
Better: Use radio buttons so both options are immediately visible.
Bad: Making users type “Male” or “Female” instead of selecting from a list.
Better: Use radio buttons or a segmented control for faster selection.
Bad: A tooltip that disappears too quickly, making it hard to read critical info.
Better: Use an inline help message that stays visible when needed.
Bad: Using a modal for a minor confirmation (e.g., “Settings saved!”), forcing users to dismiss it.
Better: Show a toast message that fades away after a few seconds.
Small Fixes, Big Impact
Bad UX content doesn’t just frustrate users—it slows them down, erodes trust, and increases support costs. But with small, intentional changes, you can make your content clearer, more accessible, and more user-friendly. By prioritizing personalization, scannability, and the right interaction patterns, you can transform confusing experiences into seamless ones.
