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.