⛵️ Visible Lifeboats:
Showing clear options to help users feel secure.
Monzo
Transaction reporting
Occasionally you'll want to over-promote a feature that has very low usage, but reassures the user that it exists if they ever do need it.
i.e., the expected utility is low, but the presence is still reassuring.
Imagine a cruise ship, with lifeboats hanging off the side.
Presumably, they could design lifeboats that nestled discreetly into the ship. But their visibility serves another purpose: to reassure the passengers that they exist, and are ready to go.
Because their usage is actually very rare, the majority of the collective benefit will be psychological, rather than objective.
.✅ Feature usage
The ability to undo an action can increase the usage of a particularly risky feature.
For example, if you knew that you could undo a 'data import', in a single click, you may be more willing to try it.
.✅ Anxiety
The sheer presence of a visible lifeboat can reduce anxiety.
.✅ Discomfort & frustration
It can be uncomfortable to use a product without visible lifeboats.
"I've paid for my subscription, but I can't see any way to claim a refund, if I do want one later".
Many banks, including Monzo, will prominently show a link to report a transaction.
i.e., it's reassuring to know that if they ever were the victim of fraud, they can tap a button to get help.
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