What it is
People avoid choices that may lead to future regret.
How it shows up in CX
Customers hesitate to make decisions if they fear regretting them later.
CX pillars it strengthens
ExpectationsIntegrityEmotions
How to design with it
1
Provide risk reduction.
2
Offer return policies or trial periods.
3
Reinforce positive outcomes.
4
Show how others have benefited from similar choices.
5
Reduce complexity.
6
Simplify decision-making to lower anxiety and fear of regret.
Supporting biases
Loss AversionStatus Quo Bias
Opposing biases
Risk-Seeking BehaviorOptimism 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.