Hi everyone! Today, I want to talk about something very close to us Poles—complaining. As you know, complaining can take many forms: jokes, irony, feedback, or simply the need to vent. It's in our nature. But did you know that complaining can be incredibly useful at work, especially in UX/UI design? Read on to find out how complaining can become your ally in designing better interfaces.

Complaining as a Source of Valuable Information

We often perceive complaining as something negative, something to ignore or something that annoys us. But as an interface designer, I've learned that complaining can be a goldmine of valuable information. When users complain, they often reveal problems that we ourselves might not have noticed. Complaining can be a clue to solving a design problem.

Complaints like "why change it if the old one was good" are a signal to me that something went wrong in the app redesign. Often, this means we skipped the onboarding process, which is a serious mistake. I know that poorly designed onboarding can be disastrous, but fortunately, the digital version can be quickly redesigned.

I encourage you to listen to users' complaints and treat them as valuable feedback. Try to turn negative comments into concrete corrective actions.

The Many Faces of Complaining

Complaining has many faces. It can be humorous, ironic, and sometimes it's just a desire to draw attention to a problem. Surprisingly, even Poles find it hard to listen to complaining. Few people want to deal with a chronic complainer, but they don't appreciate the potential that constructive complaining brings.

Complaining, as long as it's honest, can highlight important issues and support design decisions. Sometimes the complaining user is genuinely trying to help by pointing out real problems that need attention.

Try to appreciate the different forms of complaining. Treat it as valuable information rather than irritation. Ask detailed questions and try to understand what really lies behind the complaining.

Practical Examples from Real Life

In my career, I've had many situations where user complaints were crucial. One project involved redesigning a web application. After deploying the new version, we received many complaints that the old version was better. It turned out that the problem was the lack of proper onboarding. Users didn't understand how to use the new features.

In another project, feedback from users who complained about complicated navigation helped us simplify the interface and make it more intuitive. Complaining was a signal to us that something had gone wrong and that we needed to take corrective action.

Always be ready to listen to users' complaints and draw conclusions from them. Complaining is not always criticism—often it's a request for help and a hint for improvement.

How to Turn Complaining into Action

Turning complaining into concrete actions requires certain skills. First, you need to know how to listen. This may seem obvious, but in reality, it's more difficult than it seems. You need to distinguish constructive complaining from mere whining. Second, you need to ask the right questions. Sometimes one well-placed question can bring an important issue to light.

Once we identify the problem, we need to turn complaining into concrete actions. This may mean redesigning the interface, improving onboarding, or introducing new features that make it easier for users to use the app.

Learn the art of listening and asking the right questions. Turn complaining into concrete actions that will improve the user experience.

Potential Pitfalls of Complaining

Not every complaint is honest and constructive. Sometimes we encounter people who complain just to prove their point or to whitewash themselves. In such situations, it's hard to extract anything valuable from the complaining. Sometimes you can sense that you are being fed lies. Unfortunately, we can't always prove it, which is why user interviews are so difficult. You have to take their word for it.

But even such complaining can be considered a request or a change of perspective. This way, important issues can be highlighted and support design decisions.

Be cautious and try to recognize when complaining is honest and when it is an attempt at manipulation. Even when you have doubts, try to extract as much valuable information from the complaining as possible.

Complaining is a natural part of our lives. It can take many forms, but regardless of how it's expressed, it can be incredibly useful in the work of a UX/UI designer. Complaining can reveal problems, point out mistakes, and inspire changes. You just need to know how to listen, ask the right questions, and turn it into concrete actions.

I encourage you to change your perspective on complaining. Treat it as a valuable source of information and use it to create better, more user-friendly interfaces. Complaining can be your greatest ally in designing!