Use Case: The user wants to log in to their Lloyds account to check their balance.

Problem: On the login page, the user is prompted to enter their User ID. At first glance, it appears that the bank is requesting a unique credential such as an ID number, username, or similar identifier. However, it turns out that the interface is actually requesting the user's phone number. Due to the lack of clear instructions or contextual guidance, it can be confusing and unclear for a newbie that the service is specifically requesting a phone number. This design oversight can cause delays in the login process or even user drop-off.

Annotated screenshots:

Lloyds

Lloyds

Best Practice: In contrast, Revolut clearly indicates on its login page that users need to enter the phone number associated with their Revolut account. This straightforward approach helps users quickly understand the required input. By employing clear labeling and concise instructions, Revolut enhances usability and reduces cognitive load.

Revolut