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
2. I need $20.
3. Image: Michael Boeke
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
5. Source: NORC General Social Survey 33% 42% American adults who trust most people 2012 1972
6. Image: Ebay
7. Image: Uber
8. Image: AirBnB
9. Image: Simple
10. Image: Tinder
13. synap
14. Synap automatically organizes your customer communication at every stage in the relationship
15. </> Sales + Solutions Accounts + Support Product + Engineering
16. Synap finds the people and companies you talk to, and automatically builds a feed from your interactions.
17. Go to GetSynap.com!
18. Cool 18 Creepy
19. Cool 19 Creepy
20. Cool 20 Creepy
21. 21 Transparency Control
22. Control Transparency
23. Be transparent about People
29. Be transparent about Customers
32. Image: Signal v. Noise
34. Be transparent about Motives
35. Image: GoldenShores Technologies
37. 1 2
40. Be transparent about Pricing
41. Jakob Nielsen, The Nielsen Norman Group We have hours of video of users asking “Where's the price?” while tearing their hair out.
45. Give users control of Sharing
47. Image: Dave McClure
50. Give users the control to Undo
52. Transparency Control
53. Transparency Control Integrity
54. Prove your integrity through Consistency
55. Image: Uber
56. “God Mode”
57. Prove your integrity through Quality
59. Image: YouTube user legocamps Honey, where are my pants?!
62. Prove your integrity through Oversight
65. Mike Monteiro, Mule Design You are directly responsible for what you put into the world. How Designers Destroyed the World
66. What about the $20?
67. Image: Flickr user Aurimas Shay Howe Carolyn Chandler & Anna Van Slee
68. Thank You. @mvboeke GetSynap.com Please avoid being creepy.