Importance of clear feedback after actions in digital services — UX Problems Guide Class 6.2

Описание: In this episode of the Markswebb UX Problems Guide, we continue exploring Class 6 — situations where users feel disoriented and unsure about their current state in a service. Subclass 6.2 focuses on cases where the system does not provide clear feedback after a user completes an action.

After submitting a form, saving changes, uploading a file, or making a payment, users naturally pause and ask themselves: Was the action successful? Is there anything else I need to do? When the interface fails to answer these questions, users lose confidence and feel a lack of control.

Based on Markswebb’s research across more than 20 industries and 500 user scenarios, this problem most often appears in forms, financial operations, and registration flows — exactly where clear confirmation is critically important. Without visible feedback, users may repeat actions, abandon the flow, or contact support unnecessarily.

We illustrate this issue using an example from Lufthansa’s personal account. After updating profile details and clicking “Save,” users are redirected without any visible confirmation. To verify the change, they must navigate back manually, which introduces doubt and frustration. In contrast, Omio demonstrates a better approach: users stay on the same screen and immediately see a confirmation message that changes were saved.

The video concludes with practical recommendations: always show confirmation states after actions, use progress indicators for ongoing processes, and guide users to the next logical step once an action is complete.

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