Designers face challenges in articulating user trust's importance, especially when efforts to prevent trust erosion don't yield visible results in reports. Preventing harmful changes is vital for long-term user trust, particularly in FinTech and B2B/SaaS environments. Choices undermining that trust create significant business issues, potentially costing millions. As the prevention paradox illustrates, advocating for user trust becomes complex because the benefits of preventing harm are often unquantifiable and not easily measurable, complicating discussions around design choices.
"Maintaining user trust matters a ton, especially in the age of AI. Whether you're in a highly regulated industry like FinTech or working B2B/SaaS, choices that erode user trust aren't just a UX problem: it's a business issue that costs companies millions."
"Her effort was about preventing a company from implementing a feature that would have destroyed long-term user trust for short-term revenue. But how do you convey that message when prevention doesn't show up neatly in quarterly reports?"
"The prevention paradox, and how to measure it, is at the heart of why many designers struggle to advocate against dark patterns and manipulative designs. How do you measure 'preventing a loss of user trust'?"
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