No. #17
Negativity Bias
- The Power of Negative
We're more likely to remember and be affected by negative experiences than positive ones. This can impact user feedback and product reviews, where negative aspects of a product might be more prominently remembered and shared.
Read more on WikipediaProduct example
Users might rate an app lower after encountering a single bug, despite numerous positive experiences beforehand.
Empathy tips
1
Balance Perception
Actively encourage users to share positive as well as negative feedback.
2
Highlight Positives
Emphasize positive features and improvements in communications.
3
Responsive Support
Offer prompt and helpful customer support to address and mitigate negative experiences.
4
Postive Reinforcement
Use positive reinforcement in user interactions to enhance satisfaction.
Need an empathic partner?
Anna Lundqvist
UX & AI ethics expert driving better products and smarter teams.
Eddy Salzmann
Design lead crafting seamless products and mentoring design teams.
Ola Möller
Facilitator helping organisations see the big picture and take action.