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Saving the Customer Experience (CX) from the dark side

Dark Patterns – hidden costs

Dark Patterns

Shoji-Wan Kenobi January 2, 2016

Darth Vader: “Tack on some small extra ‘handling’ fees at the end of the checkout process. They will be too invested in the process and will pay rather than abandon their cart.” CX Jedi: "You must tell the customer what to expect as soon as you can, young Jedi. Don’t exploit customers behavioral biases."

To read more about the dark pattern hidden costs go to: http://darkpatterns.org/hidden-costs/

Posted in Dark PatternsTagged Behavior, Customer Experience, CX, Darth Vader, Psychology, Star Wars, Usability, User Experience

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The Perils of Bounty Hunters – multitasking

Stormtrooper Diary – sample data

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Saving the customer experience from the dark side