Botsake
Algorithms flag potential issues and restrict user access even when no actual violation has taken place, creating frustration and confusion.
Examples
Algorithms automatically detect perceived issues and lock users out of services, even when no wrongdoing has occurred.
Customer service bots limit users to a small set of predefined options, preventing effective problem resolution.
Altruheuristics
Biology
- Anxiety: Limitations of bots who are unhelpful.
- Stress: Not getting a solution.
- Exclusion: Locked out of account.
CBT Distortions
- Catastophizing: What did I do wrong?
- Personalization: It’s all my fault.
Biases
- Loss Aversion
Circ’s Principles
- Balance: Always think about keeping the user in allostasis.
- Champion: Don’t be a hypocrite, use the product you build.
- Expectations: Reduce stress by providing control and reassurance of outcome.
Mental Health
- None.
Traditional Heuristics
Jakob Nielson Principles
- Error Prevention: No attempt is made to correct the error before it happens.
Gestalt
- None
Don Norman Principles
- None
Graphic Design
- None
Deceptive Patterns
- None