This article discusses the challenges of quantifying user trust in design and the importance of preventing trust erosion. It outlines practical methods design leaders use to measure trust-related metrics and emphasizes the need for collaboration with other business functions to communicate the value of trust effectively.

This article critiques how design terms like "intuitive" have become shorthand for vague complaints, leading to a cycle where products mimic each other's flaws. It argues that chasing metrics detracts from meaningful value, as stakeholders often prioritize what’s easy to measure over what truly matters. Instead, focusing on internal tools could reveal better opportunities for aligning strategy with success.