Why user experience matters

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Date:

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Quick Questions

Shade in the A or B circle for each question.

1. A banking app has a confusing transfer screen and users keep sending money to the wrong account. Which outcome does this show?

A Poor UX causes costly errors

B Poor UX makes users more productive

2. Which statement about good UX is correct?

A It makes users more likely to keep using the system

B It only changes how the system looks, not how people use it

3. Students stop using a school homework app because it is slow and hard to navigate. This is an example of:

A Retention caused by good UX

B Abandonment caused by poor UX

4. Which is a sign of user satisfaction?

A Users complete tasks easily and enjoy the experience

B Users need to ask for help to finish every task

5. An app has many one-star reviews saying it is 'confusing and glitchy'. What is being damaged?

A The hardware of the user's device

B The reputation of the product

Match the Pairs

Draw a line connecting each item on the left to its match on the right.

Left column		Right column
1Good UX		AMakes users more productive, satisfied and likely to keep using a system
2Poor UX		BGood UX = higher retention
3Adoption and retention: users keep coming back to an app because it is easy and pleasant to use		CPoor UX = damaged reputation
4Reputation: users share bad reviews of a product that is confusing or hard to use		DWorking is not enough. Frustrated users stop using a system, so satisfaction affects adoption and retention.
5A confusing checkout form lets users enter wrong details, but the team says UX has no effect on costs.		ECauses errors, frustration and users abandoning a system
6A school app works but is slow and frustrating, so the team assumes students will keep using it anyway.		FPoor UX does have a cost. Errors made by users must be fixed, refunded or supported, which costs time and money.

Definitions

Good UX

Fill in the Blanks

Complete each line of code by filling in the missing parts.

goodUX ← productive + _________ + retained

IF ux = "poor" THEN errors ← errors _ 1 END IF

__ ux = "good" THEN retention ← retention + 1 END IF

fixCost ← 50 errors ← 4 cost ← errors * _______

IF rating __ 4 THEN reputation ← "strong" END IF

Spot the Error

Shade in the letter of the line that contains an error.

Question 1

A errors = 12

B cost_each = 50

C total = errors + cost_each

D print('Cost:', total)

Question 2

A def show_error(msg)

B print('Problem:', msg)

C print('Try again')

Question 3

A users = 200

B quit_count == 50

C kept = users - quit_count

D print('Kept:', kept)

Question 4

A rating = 2

B if rating >= 4:

C print('Happy user')

D elif:

E print('Fix the design')

Question 5

A reviews = [5, 4, 2, 5]

B total = sum(reviews)

C avg = total * len(reviews)

D print('Average:', avg)

Answer Key

Why user experience matters

Section A: Quick Questions

A — Poor UX causes costly errors

A — It makes users more likely to keep using the system

B — Abandonment caused by poor UX

A — Users complete tasks easily and enjoy the experience

B — The reputation of the product

Section B: Match the Pairs

Good UX → Makes users more productive, satisfied and likely to keep using a system

Poor UX → Causes errors, frustration and users abandoning a system

Adoption and retention: users keep coming back to an app because it is easy and pleasant to use → Good UX = higher retention

Reputation: users share bad reviews of a product that is confusing or hard to use → Poor UX = damaged reputation

A confusing checkout form lets users enter wrong details, but the team says UX has no effect on costs. → Poor UX does have a cost. Errors made by users must be fixed, refunded or supported, which costs time and money.

A school app works but is slow and frustrating, so the team assumes students will keep using it anyway. → Working is not enough. Frustrated users stop using a system, so satisfaction affects adoption and retention.

Section C: Definitions

Good UX — Good UX makes users more productive, satisfied and likely to keep using a system, while poor UX causes errors, frustration and abandonment.

Section D: Fill in the Blanks

goodUX ← productive + satisfied + retained

IF ux = "poor" THEN
    errors ← errors + 1
END IF

IF ux = "good" THEN
    retention ← retention + 1
END IF

fixCost ← 50
errors ← 4
cost ← errors * fixCost

IF rating >= 4 THEN
    reputation ← "strong"
END IF

Section E: Spot the Error

C — The total cost of errors is the number of errors multiplied by the cost of each one. It should be total = errors * cost_each. Adding gives the wrong cost, and it hides how expensive poor UX is.

A — A function definition must end with a colon. It should be def show_error(msg): so the helpful error message can run and reduce user frustration.

B — == compares two values, but this line needs to store a value. It should be quit_count = 50. Without it, kept can't be worked out for retention.

D — elif needs its own condition. The fallback branch for low satisfaction ratings should be else:, which runs when the rating is below 4.

C — An average divides the total by the number of reviews. It should be avg = total / len(reviews). Multiplying gives a wrong satisfaction score.