Atoms of Trust
7 Jul, 2020

On my product teams we often like to follow atomic design. (Brad Frost has the greatest explanation)

The progression of atomic design: atoms to molecules to organiams to templates to pages

Here are some of the atoms of trust:

  • Button Titles in products. On my WordPress menu right now I can see about 25 buttons to click. Does “Insights” actually reveal insights in the same way that “Forms” lets me build a form? (No! It really doesn’t)
  • Paralanguage (tone, pacing). How you inflect a word or phrase, and your mannerisms while speaking, drive trust more than what you’re saying.
  • Eye contact. Your eyes are how you establish connection, which is another word for a “trust container” that is directly proportional to the strength of the connection.
  • First Reaction/Automatic disposition. When someone brings up a problem, like a customer service issue, a product problem, or a disagreement, how open is the initial response? Is there a fortress, or an immediate shift to try and see from your perspective?
  • Followups. How quickly a problem is solved, or a followup is made, builds trust.

Share with your network:

More to explore

Will this work? For which clients…

I just helped someone with a huge barrage of pricing questions. Here’s what I found the answers kept boiling down to: When you lock in on a pricing strategy you lock in on a client type. Is your product or service perfect for the discount-hunter, the...

read more

Macros and Micros

Don’t let the micros distract you from the macro. Don’t let the macro excuse the micro. Do plan the micros to fuel the macros. Do set the macros before the micros. Don’t make every conversation about the macros after the macro has been decided. Do...

read more

The beautiful game

Why is soccer beautiful? It’s a romantic sport because it’s a combination of skill/technique with flowing intuition and artistry. One thing that sets it apart from American football: any player could show up at any part of the field to execute any move at...

read more


Family tech, neuroscience, communication, product management, growth

A synthesizer of neuroscience, classical rhetoric, philosophy, 5,000+ hours at whiteboards, high stakes presentations, Fortune 10 consulting, and startup growth.

Copyright © 2020 Isaiah McPeak