What it is
People follow the gaze of others, assuming it signals something important.
How it shows up in CX
Customers instinctively look where others look, influencing attention and decision-making.
CX pillars it strengthens
RecognitionEffortEmotions
How to design with it
1
Use directional cues.
2
Design visuals where models or mascots ‘look’ at key elements.
3
Guide UX focus.
4
Use gaze patterns to lead customers through interfaces.
5
Leverage social proof.
6
Show people reacting to reinforce engagement.
Supporting biases
Social ProofJoint Attention Bias
Opposing biases
Distracted FocusAverted Gaze Effect
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.