What it is
People take greater risks when they feel protected by safety measures.
How it shows up in CX
Customers behave more recklessly when they believe a safety net is in place.
CX pillars it strengthens
IntegrityExpectations
How to design with it
1
Manage expectations.
2
Avoid over-promising security that may encourage reckless behavior.
3
Balance safety measures.
4
Ensure protections don't lead to unintended consequences.
5
Educate customers.
6
Promote responsible use alongside safety guarantees.
Supporting biases
Risk CompensationMoral Hazard
Opposing biases
Precautionary PrincipleLoss Aversion
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.