Attack of the highwaymen – how I lost $150 on poorly designed UX

What Went Wrong?

I selected an annual nationwide vignette and tapped the Buy button. The transaction went through instantly, without an “Are you sure?” screen. There was no warning about the transaction being irreversible or that vignette purchases are non-refundable by law. The app automatically selected a license plate—the most recently added one—without prompting me to confirm. Only after payment did I realize that the vignette was assigned to a rented car I no longer use.

While I appreciate one-click payments and frictionless UX, transactions that involve high-value, non-reversible purchases should include a clear warning. The app did not indicate that pressing the button would immediately charge my account. When I reached out to customer support, I was met with a generic response citing the terms and conditions, essentially blaming me for not double-checking the details. This was not just frustrating but humiliating, as it dismissed any responsibility on the platform’s part to ensure a better user experience.

The Fix: How to Avoid This UX Pitfall

Great UX is a delicate balance between frictionlessness and error prevention. Remove too many steps, and users make costly mistakes. Add too many, and you create frustration. The key is designing interactions that feel effortless while ensuring critical decisions are deliberate and reversible when necessary.

A more thoughtful design could have easily prevented this mistake. If multiple license plates are stored, the app should not pre-select one by default. Instead, users should be required to actively choose from their stored plates. This small but crucial step would force conscious decision-making and minimize errors.

A transaction summary screen should always appear before finalizing the purchase, displaying key details such as license plate, vignette type, amount, and a bolded warning that the transaction is final and non-refundable. This ensures that users have a last chance to review their information.

For non-reversible transactions, a confirmation checkbox could be required before proceeding, explicitly stating, “I confirm that I have reviewed my details and understand this purchase is non-refundable.” This extra step makes users consciously acknowledge the importance of their decision.

Accessibility should also be a key consideration. Many people, including myself, are neurodivergent, with ADHD or similar cognitive traits. The concept of the “ADHD tax” refers to the financial penalties neurodivergent individuals face due to impulsivity, distractibility, or poorly designed interfaces. A larger font summary screen, a more explicit confirmation step, and clearer warnings would significantly reduce accidental purchases, benefiting all users, not just those with ADHD.

Beyond the UX design itself, companies must rethink how they handle customer issues. Instead of shifting blame, they should acknowledge flaws and offer goodwill resolutions. If refunds are legally impossible, they could provide credit or alternative compensation to maintain trust and goodwill.

UX Matters: Design for the Real World

Buying a vignette at a gas station involves an attendant confirming the details, printing a receipt, and requiring a signature. This extra step prevents costly mistakes. The same principle should apply to digital experiences, especially for high-value, non-refundable transactions. UX should be seamless but never reckless. Automation should simplify the process but never remove critical user decisions. One-click payments should always come with an explicit warning.

A well-designed UX doesn’t just optimize convenience—it protects users from making costly mistakes. It’s time to design better.