← all facts
behavior
You value a service more when you see the work.
The labor illusion suggests that users perceive more value in a service if they observe the effort required to produce it.
In a 2011 study, when users were shown a loading screen for a travel site that explicitly detailed the work being done, they rated the service as higher quality than when the results appeared instantly. You do not just want the result; you want to feel that the result was earned.
Efficiency feels like negligence when you are the consumer.
Where this comes from
- Study
- Buell and Norton, 2011
- What the check found
- The study by Ryan Buell and Michael Norton confirms that revealing the labor behind a service improves consumer perception of value.
- Confidence
- Well replicated
Related
One of these every day, and every one names the study it came from. When a finding is contested, it says so.