The Aura of Care. False legitimacy gained through ux
In November 2022, Brian Chesky, CEO of Airbnb, began a tweet thread with “I’ve heard you loud and clear” in response to a customer backlash over the way they hid additional costs till the checkout page. “You feel like prices aren’t transparent…starting next month, you’ll be able to see the total price you’re paying up front” he said about a change that could be made urgently in a day, or carefully over a few.