User Experience
Decision Points
Plain English
Moments where users have to decide what to do next.
Definition
glossaryDecision PointA decision point is a moment in a user journey where a user must choose between actions that affect what happens next.Open glossary term are moments in a glossaryPain PointA specific problem or frustration users experience when trying to complete a task.Open glossary term where users must choose between options or actions.
In practice
Used to identify where users hesitate, glossaryDrop-offDrop-off refers to users leaving a journey before completing a desired action or reaching the next step.Open glossary term, or need guidance.
The reality
Too many or unclear glossaryDecision PointA decision point is a moment in a user journey where a user must choose between actions that affect what happens next.Open glossary term increase glossaryFrictionFriction refers to anything that slows users down or makes it harder for them to complete a task. It can be caused by poor design, unnecessary steps, unclear messaging, or technical issues.Open glossary term and confusion.
FAQ
Common questions
A few practical answers to the questions that usually come up around this term.
What are decision points in UX?
They are moments where users must make a choice.
Why are decision points important?
They often determine whether users continue or glossaryDrop-offDrop-off refers to users leaving a journey before completing a desired action or reaching the next step.Open glossary term.
What happens if there are too many decision points?
Users become overwhelmed and may abandon the glossaryPain PointA specific problem or frustration users experience when trying to complete a task.Open glossary term.
How do you improve decision points?
By simplifying choices and making the next step clear.
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