Avoid conflicting beliefs or information to prevent mental discomfort for users.
Definition
Cognitive dissonance occurs when users encounter conflicting beliefs or information, causing mental discomfort. It's a cognitive bias where the user struggles to reconcile conflicting information, which can lead to confusion, frustration, and reduced satisfaction with the product or service.
Do
Ensure information consistency throughout the user journey
Align product design and functionality with user expectations
Clarify ambiguous information or instructions
Avoid
Provide contradictory information
Design aspects of the product that conflict with common user expectations
Ignore user feedback indicating confusion or frustration
When to apply
Presenting information or instructions that contradict each other
When user expectations do not align with the product's reality
When the product design or functionality conflicts with the user's pre-existing beliefs or knowledge