UX issues caused by ambiguous labels and wording — UX Problems Guide Class 11.3

Описание: In this episode of the Markswebb UX Problems Guide, we explore Class 11 — situations where the language and interface elements are difficult to understand. Subclass 11.3 focuses on cases where words or phrases are ambiguous and allow multiple interpretations.

Unlike issues where text is long or complex, this problem arises even with short labels or microcopy. When wording is vague, overly broad, or rooted in professional terminology, users struggle to understand what an interface element actually means. As a result, different users interpret the same label in different ways — which directly undermines usability.

Based on Markswebb’s research across more than 100 digital services, ambiguous language most often appears in two situations: when labels are too generic (for example, “Featured” or “Other”) and when professional or regulatory terminology conflicts with everyday user language. This issue is especially common in financial services, where unclear wording can lead to incorrect decisions and failed transactions.

We illustrate the problem with an example from Ameria Bank, where users see both “Current balance” and “Available balance” without any explanation. While the distinction is technically correct, the lack of clarification forces users to guess which amount they can actually spend. In contrast, Wise avoids ambiguity by showing a single balance that clearly represents usable funds.

The video concludes with practical recommendations: choosing specific, real-world terms aligned with user mental models, avoiding vague labels and abbreviations, and testing interface language with real users to ensure a single, clear interpretation.

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