How To Earn Trust

“How do I know that this app is working for me?” is a common question people ask when using health or learning apps. “Why should I trust this app?”

I have been pondering this and have come up with a ‘Trust Tower’. The bottom layers are necessary before you build the top layers.

One of my favorite stories that showcases this is from Jeff Bezos’ 2017 shareholder letter (he used this story to make a different point):

A close friend recently decided to learn to do a perfect free-standing handstand. No leaning against a wall. Not for just a few seconds. Instagram good. She decided to start her journey by taking a handstand workshop at her yoga studio. She then practiced for a while but wasn’t getting the results she wanted. So, she hired a handstand coach. Yes, I know what you’re thinking, but evidently this is an actual thing that exists. In the very first lesson, the coach gave her some wonderful advice. “Most people,” he said, “think that if they work hard, they should be able to master a handstand in about two weeks. The reality is that it takes about six months of daily practice. If you think you should be able to do it in two weeks, you’re just going to end up quitting.” Unrealistic beliefs on scope – often hidden and undiscussed – kill high standards.

This example shows social proof (she would have hired the coach based on reviews from people she knew, because her yoga class did not work), authority (the coach is an expert), personal & transparent (he set the right expectation upfront based on her current ability), and effective (she could eventually do the handstand). The coach probably provided encouragement & showed her signs of progress along the way to keep her motivated.

When do you trust an app? Has any app helped you achieved a goal?