When dealing with systems shutting down on customers, this can create major impatience among users. The Flickr example at the beginning of the chapter was great. I always get SO frustrated when a site is down that I really need to get on. Flickr’s idea to keep their customers distracted with a contest was a genius solution. I have never thought about directing the users mind’s some place else.

Flickr also updated their customers as much as they could about the maintenance that was being done. Although I’m sure this calmed down some of the customers, I would argue that many of the customers were still very upset about the site being shut down. No matter how many updates or distractions you put into place, there will always be those users who will not be satisfied until they can get back to what they were working on.

Although this chapter was short, it made me think about certain aspects of design that I have never thought about before. When customers have felt betrayed or disappointed in one of your products, design is something that can reel the users back into trust. The chapter uses the example of gaining back trust with another person. You gain back trust through gut feelings.

Originally posted at Taylor Jurica- Gaylord Journalism Student