What to do if a user reports an event the system doesn't show?

#33
modal close button

What to do if a user reports an event the system doesn't show?

Copy linkCopied!

Possible answers (7)

. First of all, we need to understand the user's motivations. We shouldn’t immediately label him as a liar, even if we are sure that his story is implausible. Sometimes it is enough for a user to experience emotions to believe that he is right (and yes, it's not rational) (, ).
. By immediately stating that the user’s claims are inconsistent, we don’t let the user save his face. We cannot be sure of his motives. Perhaps he simply forgot or misinterpreted something. Thus, all our arguments should be given in stages, with the control of the user's reaction.
. In some cases, the user can tell a non-existent story simply to hide his total incompetence (or the fact of his mistake). Starting with bland “the system itself deleted the file, I never did it,” continuing with many others.
. In cases where the user realizes his mistake, we shouldn’t let him lose his face by offering a placebo in the form of "we will register this incident and conduct appropriate checks." If such problems occur often, we can provide users with some form/button/email address for feedback ().
. Perhaps in our communication, we used stressful wording, which led to the user's anxiety and contacting us.
. The story of our user may be a continuation of some negative episode that happened to him earlier.
. We shouldn't tell the user that the problem is in their thought processes.

Related questions

#47.

What should we keep in mind when reaching out to a user directly?

#51.

What causes users to make mistakes when using our product?

#10.

Why do users complain about the quality of our support?

#31.

How to protect yourself from fake news (or other information warfare)

#38.

What to consider when creating moderation/arbitrage features?

#44.

What to consider when working with user feedback?

How useful you found this?
Not useful
1
2
3
4
5
6
7
8
9
10
Not useful
Very useful
Thank you for your contribution!
previous bias
next bias
keepsimple logo
picLog In
My ProfileSettingsLog Out
Useful Links
UX COREGUIDEPERSONAUX CATBob - AI AssistantBob - AI Assistant
keepsimple logo
UX CoreGuidePersonaAwareness TestBob - AI AssistantBob - AI Assistant
Useful Links
Cognitive biases in education
UX CORE GUIDE
Add your question
UX CORE PERSONA
Introduction ArticleMedium.com publishing platform logo
APIUX Core API
picLog In
My ProfileSaved PersonasSettingsLog Out

UX CORE GUIDE

arrow downHow to use

UXCG is a free tool that helps teams detect cognitive bias-related UX problems across all product stages, whether you're prototyping, testing, or improving a live product

How to use UXCG

  1. Choose your product stage below;
  2. Find your question (either manually or through search);
  3. Read possible answers.

Each answer explains how cognitive biases relate to your specific situation. Since you understand your context best, you can apply the insights directly. While the tool doesn't provide ready solutions due to each case's uniqueness, it reveals new perspectives backed by cognitive science.

Label description
Questions related to in-house team members cooperation (product, development teams and others).
Questions related to product development stage (from concept to first public release).
Questions related to sales, marketing funnels, prospects and leads communication, and overall product packaging.
Questions related to user interaction with actual product and its features.
Questions related to product analytical data analysis.
search icon
Select your product stage
#10.

Why do users complain about the quality of our support?

#30.

What common mistakes do we make when dealing with product analytics?

#41.

What should we do if our colleagues’ stubbornness is hurting teamwork?

#43.

What to consider when planning product releases?

#45.

What to do if our team members do not share their opinion?

#50.

How to deal with an incompetent colleague/manager?

#59.

What should we consider when referencing political, social, or economic events in our messages?

#61.

What should we do if our team wastes too much time on minor details?

Be Kind. Do Good.