Four states of interactive experiences UX must address to establish + maintain user trust.

When it comes to transactional UX — and by that I mean any kind of give and take in interaction with the system — is establishing and maintaining trust.

Particularly in a world where we hear about security breaches every other day. Doing anything online comes with a healthy dose of skepticism. People are asking themselves fearful questions:

  • Should I do this?
  • What could happen to the data that I give them?
  • What if they sell my information?
  • What if this is a scam?
The clients and teams that I work with quite honestly, often want to skip these issues. They'll look at me and say, "come on Joe, giving away a little bit of personal information or paying for things with our phones, it's all commonplace.
We don't need to overthink this."

What I tell them in response is this:

Users will only adopt these practices you're pushing — they'll only become second nature as reflexive immediate actions — once they have a certain solid level of trust, both in the organization involved and in the interactions themselves.

One of the most critical ways to create and build that trust is by setting and meeting user expectation. Before, during and after key interactions.
In this video, I'm going to walk you through the four states that have to be considered in order to do that. Four places where establishing that sense of trust and that sense of care is absolutely mission-critical.

1 Lesson

Already Joined? Login

Watch Building TRUST in transactional UX