Opportunity assessment

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.


  • 1

    List opportunities identified from your persona development and trust mapping in the spaces provided. They will each be assigned a letter.

  • 2

    Map opportunities to the expectation-risk matrix to determine priority, upper-right (risky and large expectation gap) being the greatest opportunity for trust building.