From [[Book - Laws of UX - Using Psychology to Design Better Products and Service]] My takeaways - The App will have bugs, How to create experiences for 404 moment that can be positive? - need to understand user emotions.. validate those moments. - Create sense of progress - Goal Gradient Effect, -- by creating an experience the user is progressing towards their goal. (Like Uber telling the user the estimated time of arrival, and maps locations etc) - -- Implication, how to create a goal gradient for patients, to reach their goals? ---- People judge an experience largely based on how they felt at its peak and at its end, rather than on the total sum or average of every moment of the experience. Key Takeaways - Pay close attention to the most intense points and the final moments (the “end”) of the user journey. - Identify the moments when your product is most helpful, valuable, or entertaining and design to delight the end user. - Remember that people recall negative experiences more vividly than positive ones. --- - Consider, what's the highlight moments in the product/service. What is most impactful? Make sure those experiences are delightful. Origins - Daniel Kahneman (1993) - The end experience is more important. - Colonoscopy patient evaluate the experience by the end. Regardless of the duration. # Psychological Concept Cognitive Biases #Cognitive_Distortion - Enable us to make quick decisions based on unconscious automatic processes. - It has pros and cons. - [[15 Cognitive Distortions in CBT]] - Confirmation bias for example - Peak End rule - memory bias - Recency effect - items near the sequences are most recalled. - Validate the user experience, like mailchimps. - ![[Screenshot 2023-06-18 at 2.15.08 PM.png]] - Goal Gradient Effect, -- by creating an experience the user is progressing towards their goal. (Like Uber telling the user the estimated time of arrival, and maps locations etc) - -- Implication, how to create a goal gradient for patients, to reach their goals? - Operational Transparency (By telling Uber customers their arrival time calculation) # Technique ## Journey Mapping - Qualitative methods. - ![[Screenshot 2023-06-18 at 2.18.23 PM.png]] - Lens - Capture the specific scenario of what a user will encounter and expectations (the goal) - "For example, Jane (persona) is using a ride-share service app to order a ride (scenario) that she expects to arrive at her exact location in 10 minutes or less (expectation)." - Experience - Action, Mindset, Experience. Tasks - Emotional layer - Emotional peak of the user - Insights - Whats opportunities to improve? Key consideration - All services will inevitably breakdown, but we have to anticipate those moments and ensure that users are soothed, to create a positive experience. If not it will affect how they perceive your product. - Using humor in 404 pages