As I'm observing engineers, I notice that most of them share the same characteristic: unending loads of curiosity. You, software developers, are deeply interested in how things work underneath; you implement, break, troubleshoot, fix, and break again. You create apps that people use everyday and by doing so, you shape the digitalised world we live in today.
Now let me share something personal: I am terrified of breaking things. I am often terrified to such an extent that I find it hard to breathe. I am suffering from something called Generalised Anxiety Disorder (GAD), which basically means I am allergic to uncertainty. While most people see trying something new as exciting, for me it's a source of stress. Every unknown step, every unfamiliar process, every situation where I don't know what comes next — it triggers something. My brain immediately goes to the worst-case scenarios. "I can't do this." "I'll do it wrong." "What if something breaks?" These thoughts don't just pop up and disappear — they pile on top of each other until they become paralyzing.
But this story isn't about anxiety — it's about how good UX can change a moment from overwhelming to manageable. And how you, as a software developer, can make a real change for people who are struggling.
The app that saved my day
A few months ago I decided to change my mobile operator. The alternative offer had much better terms that sounded really appealing to me. No long-term contract, competitive prices, support for eSIM for travellers abroad – in short: very flexible. Head held high, I went to the new operator's office to ask them to transfer my number.
But the agent quickly wiped the smile off my face. "Yes, this offer is flexible, but you need to do all the operational work yourself in the app. I can only offer you a regular long-term contract," he said. He gave me my new SIM card, and I, with a long face, went to the nearby cafe.
The thought that I had to transfer my number myself felt daunting. "What if I do it wrong?" "What if I lose service?" "I'm too dumb for that." These thoughts swirled around in my head. All the courage I'd gathered throughout the day disappeared. I was ready to give up, even though staying with my old operator was not better for me.
Then I opened the app.
I expected to stumble upon one problem after another. I expected over-formal language like you often see on formal papers. But this wasn't the case. Instead, the app turned out to be friendly and inviting. The UI was clear and simplistic, the flow was simple, and the text felt casually human. Encouraged, I started to go through it. Every step told me exactly what to do next and what to expect. Whenever I started overthinking, the app immediately addressed it with reassurance:
- "You're doing great! For the next step, prepare your ID."
- "Don't worry, this can take a while."
- "We have all we need! This is what happens next: ..."
That last message really saved me from lots of overthinking and blaming myself for doing something wrong.
Later I got a confirmation message that everything was done successfully, plus a schedule of the upcoming steps and the transfer date. The app answered the questions I hadn't yet dared to ask and that would for sure turn into some sleepless nights if not addressed.
What good UX did for me
This is where the lesson landed for me: good UX wasn't about polish or a nice layout. It was what made me feel safe enough to keep going. For me, the app did three crucial things:
- It reduced uncertainty by explaining what would happen next.
- It built trust with friendly, human language.
- It gave progress signals so I wasn’t lost.
The process of moving my number was something extremely complex and difficult in my head. It seemed like something technically complex that I was doing for the first time and that I rather expected an experienced professional to do for me. The app handled all my doubts perfectly by gently guiding me through every step and giving reassurance that I'm doing fine. And this was exactly what I needed to keep going and to not give up in the middle.
Why UX matters
I shared this story because I want you to remember that pausing for a moment and taking time to improve UX matters. As someone who has sat through the moment when a simple task feels overwhelming, I want engineers who build software to hear this.
Next time something feels obvious and easy to you, and you want to limit the time spent on improving UX, pause and ask yourself:
- Can I make this clearer for someone who is doing it for the first time?
- Can I reduce the number of decisions they must make?
- Can I explain the next step before they ask for it?
- Can I use language that feels supportive instead of confusing?
People struggle in many different ways: they are sick, tired, depressed; they struggle in ways that you cannot even imagine. A thoughtful form, a clear button label, a gentle status message — these are not small details. They are the difference between someone continuing with confidence and someone giving up.
The world needs kindness in code and in design. Sometimes the smallest act of clarity can make someone's day a lot easier. Just like it did for me in this cafe 💛
