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 Designer and AI Ethics Strategist guiding innovative product development and educational workshops
Eddy Salzmann
Design lead and team culture
enthusiast driving products and
design processes
Ola Möller
Founder of MethodKit who has a
passion for organisations and
seeing the big picture