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Designing
for Trust
Michael Boeke #dzntrust
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I need
$20.
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Image: Michael Boeke
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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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Source: NORC General Social Survey
33%
42%
American adults who
trust most people
2012
1972
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Image: Ebay
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Image: Uber
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Image: AirBnB
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Image: Simple
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Image: Tinder
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synap
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Synap automatically organizes your customer
communication at every stage in the relationship
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Sales + Solutions
Accounts + Support
Product + Engineering
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Synap finds the people and companies you talk to, and
automatically builds a feed from your interactions.
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Go to
GetSynap.com!
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Cool
18
Creepy
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Cool
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Creepy
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Cool
20
Creepy
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21
Transparency Control
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Control Transparency
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Be transparent about
People
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Be transparent about
Customers
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Image: Signal v. Noise
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Be transparent about
Motives
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Image: GoldenShores Technologies
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1
2
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Be transparent about
Pricing
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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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Give users control of
Sharing
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Image: Dave McClure
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Give users the control to
Undo
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Transparency Control
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Transparency Control
Integrity
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Prove your integrity through
Consistency
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Image: Uber
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“God
Mode”
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Prove your integrity through
Quality
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Image: YouTube user legocamps
Honey, where
are my pants?!
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Prove your integrity through
Oversight
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Mike Monteiro, Mule Design
You are directly responsible for
what you put into the world.
How Designers Destroyed the World
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What about
the $20?
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Image: Flickr user Aurimas
Shay Howe
Carolyn Chandler &
Anna Van Slee
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Thank You.
@mvboeke GetSynap.com
Please avoid being creepy.