What it is
People process information differently based on its format (e.g., text vs. audio).
How it shows up in CX
Customers absorb and retain information differently depending on whether it’s written, spoken, or visual.
CX pillars it strengthens
EffortConvenienceExpectations
How to design with it
1
Match content to audience.
2
Use visual, auditory, or text-based formats appropriately.
3
Reinforce key messages.
4
Present information in multiple formats to enhance recall.
5
Optimize UI.
6
Design CX with intuitive, multimodal engagement.
Supporting biases
Multisensory IntegrationLearning Styles Effect
Opposing biases
Single-Channel ProcessingText-Only 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.