As UX designers, we love to map out the perfect user journey. A to B to C. Everything flows seamlessly, right? Well, in theory. But here’s the truth: users rarely follow the path we’ve laid out so carefully.
They click around randomly, skip steps, and ignore the obvious guide rails we thought were foolproof. Sometimes they do things we never even imagined. It’s frustrating at first, but honestly? It’s also a reality check.
This is where the real UX work begins.
The ideal user journey only exists in our heads. Real users don’t behave like our wireframes. Instead of stubbornly sticking to “the plan,” we need to embrace adaptability.
When designing, ask yourself:
🤔 What happens if a user skips a step?
🤔 Does the interface help them pick up where they left off, or do they hit a dead end?
🤔 What if they don’t follow the intended order?
🤔 Does the design allow for some flexibility?
🤔 How forgiving is the system?
🤔 Can users easily recover from mistakes or backtrack if they need to?
These questions remind us to build systems that are intuitive, forgiving, and accommodating—not rigid and prescriptive.
Let’s be honest: unexpected user behavior can feel like a curveball. But it’s also incredibly valuable. It shows us the gaps, the pain points, and the opportunities for improvement.
For example, I once worked on a project where we assumed users would explore a product catalog from the top down. But during testing, most users jumped straight to the search bar. Our detailed filtering system? Barely touched.
We could’ve doubled down on the filters, thinking users “just didn’t get it.” But instead, we redesigned the search experience to make it even faster and more intuitive. The result? Happier users and fewer support tickets.
This is why user testing and behavior analysis are non-negotiable. They remind us to let go of our assumptions and design for what really happens—not what we think should happen.
The best UX designs aren’t the ones that users “stick to.” They’re the ones that work no matter what path users take. Whether they follow the guide rails or go rogue, the experience should still feel seamless.
So next time you sit down to map out a flawless journey, keep this in mind: it’s okay if users wander off the path. In fact, expect them to. Design for it. And when they surprise you (because they will), use that as a chance to make your product even better.
What’s been your biggest lesson from surprising user behavior? Let’s share stories and learn from each other! 👇
