Designing for Trust

The technology industry is on a quest to build frictionless, seemingly magical, experiences for our users. In the effort to design the simplest experiences possible, we exploit troves of personal data, to make important choices for our users. Unfortunately, simplicity is often at odds with transparency. If we don’t tread carefully, we can obscure critical context from users, and our magical experiences can start to feel creepy. So how do we build trust directly into the UX of our products?

In this session, we will review some of the factors that engender trust, like reputation, transparency and consent. We’ll also explore some real world examples of products that do a great job of establishing trust, and some others that...miss the mark. We should walk out with a better understanding of the issues surrounding privacy and trust, as well as some practical tools for making our own apps and software products more trustworthy.

Slides with notes are available at https://speakerdeck.com/mvboeke/designing-for-trust-with-notes

Transcript

1. Designing
   for Trust
   Michael Boeke #dzntrust
   

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2. I need
   $20.
   

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3. Image: Michael Boeke
   

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4. Sources: Gallup, Pew Research Center
   20%
   40%
   60%
   80%
   '73 '75 77 79 81 83 85 87 89 91 93 95 97 99 01 03 05 07 09 11
   Media
   Religion
   Government
   

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5. Source: NORC General Social Survey
   33%
   42%
   American adults who
   trust most people
   2012
   1972
   

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6. Image: Ebay
   

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7. Image: Uber
   

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8. Image: AirBnB
   

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9. Image: Simple
   

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10. Image: Tinder
    

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13. synap
    

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14. Synap automatically organizes your customer
    communication at every stage in the relationship
    

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15. >
    Sales + Solutions
    Accounts + Support
    Product + Engineering
    

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16. Synap finds the people and companies you talk to, and
    automatically builds a feed from your interactions.
    

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17. Go to
    GetSynap.com!
    

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18. Cool
    18
    Creepy
    

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19. Cool
    19
    Creepy
    

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20. Cool
    20
    Creepy
    

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21. 21
    Transparency Control
    

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22. Control Transparency
    

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23. Be transparent about
    People
    

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29. Be transparent about
    Customers
    

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32. Image: Signal v. Noise
    

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34. Be transparent about
    Motives
    

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35. Image: GoldenShores Technologies
    

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40. Be transparent about
    Pricing
    

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41. Jakob Nielsen, The Nielsen Norman Group
    We have hours of video of users asking
    “Where's the price?”
    while tearing their hair out.
    

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45. Give users control of
    Sharing
    

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47. Image: Dave McClure
    

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50. Give users the control to
    Undo
    

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52. Transparency Control
    

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53. Transparency Control
    Integrity
    

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54. Prove your integrity through
    Consistency
    

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55. Image: Uber
    

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56. “God
    Mode”
    

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57. Prove your integrity through
    Quality
    

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59. Image: YouTube user legocamps
    Honey, where
    are my pants?!
    

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62. Prove your integrity through
    Oversight
    

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65. Mike Monteiro, Mule Design
    You are directly responsible for
    what you put into the world.
    How Designers Destroyed the World
    

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66. What about
    the $20?
    

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67. Image: Flickr user Aurimas
    Shay Howe
    Carolyn Chandler &
    Anna Van Slee
    

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68. Thank You.
    @mvboeke GetSynap.com
    Please avoid being creepy.
    

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