Thread by @abhishekpatiil

Most indian products struggle to build trust with their users. Trust solves your initial traction, repeat purchase behaviour & even basket size.

Here's the framework that everyone from #CRED to #Tinder to #Hubspot & #Zomato use & you can too 🧵

I wrote a deeper article on this in my newsletter growthx.cc/newsletter. But, if you like to consume the summary this is the thread 👇🏻

Framework #1

Solving for trust before the user discovers the product

Let’s apply the framework to @Tinder_India

• Crisp marketing pitch→ Dating app to meet new people & find friends

• Creative design→ Checkout Tinder’s color pallet & brand archetype

• Borrowed trust→ Borrow trust from users who found love on Tinder & got married.

Framework #2
Solving for product discovery → purchase trust design.

Let’s apply this framework to @HubSpot

• Consistent flow→ shows consistent marketing pitch & landing page

• Trial experience→ Clear 14-day trial communication, no cc, etc

• Social proof→ Borrowing trust from top internet companies that use them.

Framework #3
Solving for trust with the user who isn’t doing a repeat purchase.

Let’s apply this framework to @zomato

• First transaction experience→ Did the first food order get delivered hot & on time?

• Customer support→ How do I raise a complaint? Is the support buried under 100s of knowledge base bot responses? What’s the typical response?

• How much time do I waste every time I raise an escalation with a brand?

• Do I always have to raise this on social media to get noticed?

• Feedback loop→ How likely will you refer this product to your family/friends?

Framework #4
Solving for average order value/ basket size of the order.

• Do high-trust individuals choose it? → Top CEOs, leaders, and affluent celebrities choose it. Madhuri Dixit, Rahul Dravid, and Ravi Shashtri & more endorse it.

• Will this company last 10 years → how good is it's governance structure?

• Is it boringly predictable→ Does this bring no surprises on credit card payment failures? Is the flow water-tight for refunds, payment delays & more?

• When things go south, how does company respond→ Does it admit mistakes and solves them or not?

That's all for now ✨
Go execute trust design on your product. RT the original thread only if you found value.

https://twitter.com/abhishekpatiil/status/1630832976769712128?s=20