Once upon a time there were two friends

Gunjan Hetal

They listened to loud music for same span of time. However, Hetal
listened to some pleasant music for some time as well.

Gunjan Loud music

Hetal Loud music Pleasant music

When asked to describe their experience

UNPLEASANT!!
Gunjan

NOT THAT BAD!

Hetal

While judging an event, we don’t look at the sum

of all experiences. We rather look for the intensity
of the most pleasant/unpleasant experience and
the ending. This is called as the Peak-End Rule.
The Peak-End Rule is a principal from psychology that
describes how we all perceive and remember experiences. It
states that a person will remember and gauge any experience by
the "peak" of the experience, and the end.
To resolve the issue of wait-time, Uber Pool customers are presented
with an animation that keeps them informed and entertained
(idleness aversion). The app provides an estimated time of arrival
(Operational transparency) and makes the customers feel that they
are continuously progressing towards their goal (goal attainment).
Using this, Uber’s post-request cancellation rate fell by 28% and it
avoided a negative emotional peak for its customers.
Once the food has been ordered on the Swiggy app, the customer is
show different animations for all touchpoints depending upon the
status of food ordered. It helps in alleviating his anxiety and his visits
on the website/application increase to know the order status
 &

Pixar and Github have used the 404 error page very creatively
to build a rapport with their customers and enforce their
brand personality by leveraging some gold-old humor and
keep the negative peaks of their experience at bay.
One of the most significant reasons behind the thriving business
of Zappos is their liberal return policy. In this case, the customers
peak and end experiences are tied to the same moment- returning
an item. This has helped Zappos in creating brand advocates
whilst driving trials and increasing repeat customers.
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