Summary: Anxiety is a feeling of worry about an uncertain outcome, upcoming experience or event. Designing your product features and experiences to help reduce anxiety leads to better customer experience and adds delight.
Here are few examples of product experiences that help people reduce anxiety and create delight.
When we start our day, knowing how the traffic will be is first thing on our mind – leading to anxiety for many of us. Waze and Google Maps have features designed to help with this.
Time in Traffic Bar – Waze app tells you how long you will be stuck in traffic – 6 mins, 16 mins or 26 mins. This reduces the unknown factor, you can take a needed action like informing someone you’ll be late or just relax knowing it is a brief interruption.
Google Maps – Google Maps now gives a verbal summary of traffic conditions before you begin your trip – this helps elevate some of the unknown. Additionally, while driving Google Maps further helps by avoiding routes that have unexpected traffic due to accidents or overcrowding. The app will also speak to you and notify if it will increase your drive time and give you options to reroute.
NoWait App – Even though waiting for a table at your restaurant is not an anxiety related issue but it’s frustrating and kills the experience you are hoping for. NoWait simply tells the estimated time you have to wait for a table, and get a notice to claim your place in line while sitting on your couch at home.
Flyr – While traveling we often feel the anxiety of prices. We want to know if we are getting the best prices now. Flyr is helping customers answer “Should I buy tickets now?” by forecasting fares.
There are many opportunities where we can help reduce anxiety for our customers and create delight. Many finance applications do this by providing rules and notification services to customers. For ex. “sell this stock if it drops more than x%” or “move money from my savings to checking if it is low on funds” or “notify me if funds are low in my checking account”.
As a general rule you should always map your customers emotions, not how they are using your product but the job they have in hand and the experience your customer will have. Doing this will enable you to think of ways you can help your customer and add delight.