The Real Cost of Anti-Patterns: A Product Manager’s Rant
- 15 Apr, 2025
The Infuriating Experience
Today, I experienced firsthand how quickly anti-patterns in product design can erode trust and permanently damage brand loyalty. As a senior product manager, I obsess about crafting excellent user experiences. Unfortunately, today I saw what happens when that goes wrong—while helping my son file his taxes.
Setting the Scene
We chose TaxAct because of their advertised “free” tax return program—exactly what we needed for my son’s simple return. After investing significant time completing the signup, verification, and multiple tax forms, we finally reached the end, only to discover that he wasn’t eligible.
Why? Because he’s not between the ages of 20 and 59.
Here’s the kicker: TaxAct knew his age from the very first form we filled out. They had everything needed to immediately inform us that this option wouldn’t work. Instead, they waited until we had fully committed our time and effort before dropping the news.
Understanding the Anti-Pattern
This scenario perfectly illustrates a classic anti-pattern: deliberately withholding critical information to push users deeper into the funnel. It’s like filling your online shopping cart, only to find out at checkout that the coupon code you’ve been counting on isn’t valid.
Such tactics might seem clever and may even boost short-term revenue, but they’re poison for long-term user trust.
The Real Cost of Anti-Patterns
Here’s exactly what happens after an experience like this:
- I abandon the product immediately.
- I actively discourage others from using it.
- I write posts like this one.
- I never return.
The damage isn’t just one lost user—it’s potentially many. Every single time the story is shared, the brand takes another hit.
What Good Product Design Looks Like
Effective, ethical design never tricks users. It’s transparent, upfront, and respectful of people’s time and energy. If there’s an eligibility condition, disclose it clearly and early. Avoid burying important conditions in fine print or behind countless clicks. Transparency fosters trust, and trust leads to loyalty.
A Reminder for PMs and Designers
If you’re building products, remember this: anti-patterns don’t just annoy users—they destroy your brand’s credibility. Choose the path of clarity and honesty. Not only is it ethically the right thing to do, but it’s also fundamentally better business.
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