No. #154

Leveling and Sharpening
- Memory Distortion Over Time

Leveling and sharpening refer to the ways memories are distorted over time: leveling involves the loss of details, while sharpening involves emphasizing certain details, often at the expense of others. This can influence how users recall their experiences with a product or service, affecting brand perception and loyalty.

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Product example

Over time, users may forget the specifics of a customer service issue (leveling) but remember the resolution provided (sharpening), affecting their overall brand loyalty.

Empathy tips

1

Encourage Detailed Documentation

Encourage users to document their experiences in detail to mitigate leveling.

2

Highlight Key Features and Benefits

Regularly highlight key features and benefits of your product or service to influence what gets sharpened in memory.

3

User Feedback on Memories

Collect user feedback on their memories of experiences to understand leveling and sharpening effects.

4

Adaptive Communication Strategies

Adapt communication strategies based on understanding of how users' memories of experiences may change over time.

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Anna Lundqvist
UX & AI ethics expert driving better products and smarter teams.
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Eddy Salzmann
Design lead crafting seamless products and mentoring design teams.
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Ola Möller
Facilitator helping organisations see the big picture and take action.