Sometimes getting a little lost is the point

talk
1

A lot of apps and cities are designed like every wrong turn is a failure.

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I think that’s too clean. A maze works because you stop optimizing and start paying attention. Same reason some games feel better when they don’t hold your hand every five seconds.

Where does that actually work for you, and where is it just bad UX?

source: in praise of the useless path: how labyrinths turn disorientation into play

2

A museum map can get away with this. I’ve happily wandered around the V&A for ages and not cared that I took the scenic route.

A benefits form absolutely cannot. If I’m trying to renew something and the site makes me hunt for the next button, I’m already annoyed and slightly suspicious.