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Designing for Trust

6acfa028ae651a89e151698b832ae983?s=47 Michael Boeke
November 10, 2016

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

6acfa028ae651a89e151698b832ae983?s=128

Michael Boeke

November 10, 2016
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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

  11. None
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  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

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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

  35. Image: GoldenShores Technologies

  36. None
  37. 1 2

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  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.
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  45. Give users control of Sharing

  46. None
  47. Image: Dave McClure

  48. None
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  50. Give users the control to Undo

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  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

  58. None
  59. Image: YouTube user legocamps Honey, where are my pants?!

  60. None
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  62. Prove your integrity through Oversight

  63. None
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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
  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.