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L5.10

Asymmetric Effect of First Failures on Trust

Cards in this group · 5

  1. L5.10.1One failure weakens trust more than one success strengthens it
  2. L5.10.2Users generalise a failure in one domain to the system's whole capability
  3. L5.10.3An early failure weighs more than an equivalent late one, because there is no success history to offset it
  4. L5.10.4How a failure is handled can partly offset the damage; admitting the error beats downplaying it
  5. L5.10.5Restoring trust takes far more successes than the failures that caused the damage