What it is
People focus on certain stimuli while ignoring others, often based on emotions or habits.
How it shows up in CX
Customers pay attention to what they expect or fear, affecting decision-making and recall.
CX pillars it strengthens
EmotionsExpectations
How to design with it
1
Guide attention strategically.
2
Use visual cues to highlight key messages.
3
Reduce distractions.
4
Ensure clear, focused content in UX.
5
Manage customer emotions.
6
Balance emotional and rational messaging to prevent fixation on negative aspects.
Supporting biases
Negativity BiasSelective Attention
Opposing biases
Broad Perspective EffectNeutrality 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.