Best Practice Report

Use Findings From Our UX Evaluations In Banking, Wealth Management, Retail, Government, And Streaming Services To Design For Confidence

August 10th, 2020
Andrew Hogan, null
Andrew Hogan
With contributor:
David Truog

Summary

User confidence is a user’s belief that they can predict the way a product, service, or system will respond. Facing the COVID-19 pandemic, users are battling uncertainty from all corners, and it has become more important for companies to create certainty for their customers or users. Many companies strive to deliver digital experiences that are “seamless,” “easy,” or aesthetically pleasing, but few give their users confidence they have made the right choices or gotten to the right place. Companies can boost user confidence by eliminating the factors that undermine confidence and employing best design practices and user research methods that will help them understand their user’s mindset.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.