Designing for Trust
summary
Walks through concrete fixes: reliability wins over low price, shown by a suspended international payment that delays a launch by a week and adds shipping fees, breaking downstream trust. Measures include onboarding verification completion rates and qualitative prototype testing. Built interventions: layered content (titles, tooltips, help articles), push notifications for failed transactions, and a quality backlog supported by periodic quality days and FigJam workshops. Also designs team management permissions to prevent malicious or accidental harm.
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chapters (15)
- 0:00Introduction
- 0:22Trust in financial products
- 2:56Trust over price or convenience
- 6:27Case study: Megan’s unreliability
- 11:46Designing unhappy paths
- 13:31Educating users in risk
- 18:01Small trust-eroding details
- 20:55Quality days and accountability
- 25:51Sustaining quality long-term
- 27:17Recap: three trust actions
- 27:40Q&A: user behavior and metrics
- 28:43Q&A: Neo Banks vs traditional banks
- 30:48Q&A: legal constraints
- 32:43Q&A: measuring trust
- 33:46Q&A: onboarding details
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