Opportunities to build trust lie at the intersections of false expectation and perceived risks.
Opportunities for trust building arise when people have inaccurate expectations or the feeling that they’re taking a risk.
Use the expectation-risk matrix to map and prioritize big opportunities. This will provide you with a prioritized trust “roadmap” to begin developing solutions.
List opportunities identified from your persona development and trust mapping in the spaces provided. They will each be assigned a letter.
Map opportunities to the expectation-risk matrix to determine priority, upper-right (risky and large expectation gap) being the greatest opportunity for trust building.