Etiquette of UX : The importance of faking a smile.

Imagine you’re meeting someone for the first time because you need something from them. Deep down, you’re blunt, sarcastic, and don’t care much for pleasantries—but in that moment, you hold it back. You speak politely, keep things smooth, because getting what you need depends on it. It’s not about pretending to be someone else; it’s about having a functional interface for you so communication works better. Now flip the scenario—you’re at a popcorn stall. You just want to buy your popcorn, pay, and leave. You’re not interested in the vendor’s charm, backstory, or personality. You’re not being rude—you’re just focused. Both cases are about efficiency: understanding that managing how you come across helps you get through situations faster, cleaner, and with better results for everyone involved.

This same principle applies when designing app or website interfaces. Just like with people, the interface is the “face” that interacts with the user. Sure, honesty is important—transparency builds trust—but if the experience is harsh, cluttered, or emotionally cold, it slows down function and creates friction. A good interface isn’t about faking friendliness; it’s about smoothing the path so people can get what they came for without unnecessary resistance. Think of it like social etiquette for software—helpful, not deceptive.

Take Truecaller, for instance. Its core function is to identify unknown callers, often flagging spam or fraud. That’s not exactly a cheerful purpose, but the interface doesn’t scream paranoia. It remains neutral, clean, and to-the-point—delivering serious information in a digestible way. Or look at Google Pay—handling finances can be stressful, especially when there’s a failed transaction. But the interface stays calm, structured, and friendly, reducing panic and guiding the user toward resolution. These designs don’t sugarcoat reality, but they cushion it—because users aren’t just dealing with content; they’re dealing with feelings, time pressure, and decisions. Good design acknowledges that, and shapes the interaction accordingly. This is emotional design.

In the end, it’s perfectly okay—wise, even—to fake some basic etiquette when designing user interfaces. A simple help button, a gentle tone in error messages, an undo option—these small touches show users that someone thought about their experience. It creates the feeling that they’re interacting with something that understands them, not just a cold system of buttons and logic. Without that human layer, you’re just building a machine to be operated, not an experience to be felt. Just look at most government websites—soulless, confusing, and emotionally void. They do the job, but without any grace.

So yes, add a little emotion to your design. Fake a smile. It makes a world of difference.