English
Share
Sign In
Cognitive Dissonance
Definition
Cognitive Dissonance refers to the discomfort felt when holding two conflicting thoughts, beliefs, or attitudes at the same time. These conflicting elements are in conflict with each other, and this conflict can lead to cognitive inconsistency.
Explanation
Cognitive Dissonance is one of the important concepts to consider in user experience design. Cognitive Dissonance can occur when users evaluate information or experiences related to a product or service, and these information or experiences are contradictory. Some examples include:
Discrepancy between product description and actual experience: When the experience that a product or service provides to the user does not match the product description, the user may feel uncomfortable.
Value-Cost Mismatch: Cognitive Dissonance can occur when a user pays for a product or service and the value it receives differs from their expectations.
Discrepancies between user reviews and personal experiences: Cognitive dissonance can occur when you hear reviews or opinions from other users and find that they are different from your own personal experience.
To address Cognitive Dissonance, the following approaches can be used:
Improve the quality of your product or service to match your users' experience and expectations.
Align your users' expectations with the reality of your product or service through clear and honest communication.
We collect feedback from users and improve the process of resolving issues through customer service.
Importance
Cognitive Dissonance can be a factor that causes users to form negative perceptions about a product or service or change their behavior. If not addressed, it can have a negative impact on user satisfaction and the reputation of the product or service.
