Keynote: Don’t Let me Down – The Science & Psychology of Disappointment

17 Nov 2023
15:00 - 15:30
Keynote Room

Keynote: Don’t Let me Down – The Science & Psychology of Disappointment

Michael Aagaard – CRO Consultant – Representing #CH2018

Small video preview

Full keynote video access available for members (tickets here).

From the #CH2023 Album by Baldower

Dorian – CRO Specialist, feedback through our #CH2023 attendee survey:

I really enjoyed the perspective and topic. The disappointment of the user, and expectation management.



This is the link to the live notes of Michael his talk

Questions asked by attendees through our #CH2023 app:

  • Did you also investigate the behavior of people who said they’d never shop at a platform again after being disappointed?
  • What to do first: fix UX basics or fix disappointment basics, or is this the same?
  • What is your embarrassing story? :-)
  • How many sons do your friend have?
  • How can we quantify impact of closing the expectation gap?
  • When would you measure the expectation? Is it something to measure afterwards?
  • What sets expectations for first time users of a product? Otger similar products?
  • How long did your seamonkey live in the end? 😉
  • In your experience. Would you rather meet OR exceed expectations?
  • Fyi, the roller doesn’t work. At least not for a beard. Rolling for years, not happening. Nice beard
  • If no dopamine is spiking after a on par experience (only upon the expectation), how come people will be habitized?

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