What it is
People rely on emotions rather than logic when making decisions.
How it shows up in CX
Customers make snap judgments based on emotions, often ignoring rational factors.
CX pillars it strengthens
EmotionsExpectationsIntegrity
How to design with it
1
Appeal to emotions.
2
Use storytelling and visuals to create emotional connections.
3
Reduce negative cues.
4
Avoid fear-based tactics that may backfire.
5
Reinforce positive sentiment.
6
Design experiences that evoke happiness and trust.
Supporting biases
Halo EffectEmotional Framing
Opposing biases
Rational EvaluationObjectivity Bias
Related biases
Behavioral Biases
Design with behavior, not against it.
Explore more biases, or work with us to apply behavioral science to your customer experience.