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Designing for Angry Users — How Smart UX Saves Trust When Things Go Wrong
Emotions Shape UX More Than We Think
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Have you ever noticed how you behave when you are frustrated? When your app shows a flight delayed? Or when your payment fails to process?
Good User Experience isn’t just about making people happy — sometimes it’s about calming them down.
Situations in which users are frustrated (delays, payment errors, technical errors, failed orders etc.) can easily break the trust you have built over the years.
That’s because emotions control us.
Emotional users are impulsive, impatient and easily frustrated. One bad moment can destroy years of trust.
So how to handle these scenarios? How to reinforce our UX to support angry, frustrated users?
Designing For Angry Users
Think about it, your user is already frustrated what can you do at this point?
Step into their shoes and try to understand if you were frustrated what would you need?
Here are some principles to follow —
