Reframing information for user trust

Innovation means existing technology necessarily changes over time, which results in design changes. Some of the population can easily handle technological change - most of the time, us geeks can readily adapt. But for a large portion of the population, design changes can be inconvenient, break existing workflows and mental models, and otherwise disrupt people's lives. When technology inevitably changes, we can help build user trust by helping them through the process: 1) Set expectations/WIIFM: tell users well in advance what will be changing, why it is happening, and how they may benefit 2) Provide a clear overview of changes: a well-designed information visualization that shows design changes can help draw users into the documentation; avoid large blocks of text that convey changes 3) Provide a repeatable walk-through: in the new design, show users primary interactions that have moved; allow them to repeat the walk-through 4) Allow a delay: software often updates at critical times for the user (giving a presentation, teaching a class, etc.); notify users of the upcoming change so they can set a convenient time for it to happen 5) Provide a preview: allow users to toggle between the existing and updated interface so they can get comfortable with the update over time

Can you see the sign just behind me? It says: "YOUR FAMILY IS EXPECTING YOU HOME TONIGHT" I saw it on the gate to a building site, on my way out of London City Airport. It utterly stopped me in my tracks. The sign was from a construction company, 8build and though it was clearly aimed at site workers, it stood out as a brilliant piece of communication that contains a wider lesson. Health & Safety messaging is often serious, procedural, and repetitive. Wear goggles. Watch for moving machinery. Fill out the form. Important? Absolutely. Memorable? Not always. And that's a problem. Because on building sites there is a phenomenon called Alarm Fatigue. It essentially means that if you work on a building site you can quickly become so desensitised to the beep beep beep of a large earth-moving diggers reversing that you tune it out. Which if you're standing behind one can have nasty consequences. The same phenomenon occurs in hospitals where monitoring machines sound alarms so frequently that nursing staff start to ignore them - which can be similarly harmful to human health. But the "family" message reframes the issue entirely. It isn't about the rules. It is about the personally-relevant reason to follow them. In a world where we're bombarded with signs, warnings, checklists and compliance notices, it's a powerful example of how to have people re-engage with boring but important signals. Imagine how other organisations could transform their tired messaging using this approach: Instead of "Please wash your hands" in hospitals, signs that read "Your next patient is counting on these hands being clean" Rather than "Back up your data" IT reminders, companies could use "Your best work deserves to survive a coffee spill" Instead of "Confidentiality agreement required" in client meetings, say "The trust our clients place in us begins with this signature" Rather than "Remember to schedule your annual review" in HR communications, remind your teams that "Your next promotion depends on a conversation we haven't had yet" An imaginative reframe can shift focus from dull procedures to clear purpose, and from reluctant compliance to consequences that matter personally. The sign at City Airport was a lesson about how reframing language inventively can have more impact on behaviour than almost anything else. What stale language in your organisation is no longer being heard? Are there critical messages for your teams, customers or suppliers you could refresh and reframe today? (And, hey, don't forget to stay safe: our families are expecting us ALL home tonight.)

👉 Knowing how to ask questions without making the user feel like they're on trial. Bad support sounds like: ❌ “What’s the issue?” ❌ “Did you restart it?” ❌ “Can you send a screenshot?” Great support? It sounds like a conversation, not a checklist. They ask: ✅ “When did you first notice this happening, and has anything changed since then?” ✅ “Is this affecting just you or others on your team too?” ✅ “What’s the impact on your workday right now?” ✅ “Have you tried anything on your end already?” These types of questions uncover: 🎯 Context ⚠️ Business impact 🧩 System-wide patterns 🧠 Hidden root causes They build trust because the user feels heard. If your support conversations feel flat or robotic... You’re probably relying too much on scripted prompts and not enough on Humanising IT.💗 💡 Tactical takeaway: Pick 3 common questions you ask users. Now, reframe them to explore one level deeper. Then pause. Let them talk. That’s how you fix the right issue the first time. #Support #Empathy #Communication

As part of the sales team of an employee SAAS product Sameera was in a client meeting for her pitch. “We are already using an Excel sheet and we are quite happy with that. I don't want to burden my team with more work”, responded the manager. Let’s look at two possible reactions from Sameera: Scenario 1: She is disappointed and demoralised. Filled with self-doubt about her product, she slashes the name of her client from her ‘potential lead list’. Scenario 2: She is a bit disappointed at the outright rejection, but she pauses and reflects. She decides to ‘reframe his resistance’ as an opportunity for her to deep-dive and understand the real concerns. “I respect your decision. However, could you help me understand what has been your experience with other products”? empathised Sameera. “Well, they are so complex and it's confusing when there are so many features. So much time is lost in just learning them. Best is to just stick to what we already know”, replied the client. Sameera quickly understood the issue and modified her sales pitch, focusing on the top 3 crucial features of their product and a plan to support their transition from Excel. After a couple of iterations to the service agreement, the deal was signed and closed. Converting a sale is a long-drawn process and it can at times lead us to lose objectivity. Keeping the conversation going, reframing and addressing a customer’s resistance is the bedrock for creating a trustworthy product and relationship. Have you ever changed the course of a sales pitch? Do share your story. #Resistance #Sales #Empathy #ActiveListening