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Dear User, Let's Be Friends: Designing Friendly Interfaces - UX Lisbon 2022

Dear User, Let's Be Friends: Designing Friendly Interfaces - UX Lisbon 2022

One of the best books on user experience design is Dale Carnegie’s 1936 How to Win Friends and Influence People. No, really. This classic manual on human relations is more relevant than ever as human-computer interaction increasingly mimics human-to-human interaction. (Consider: conversational design, chatbots, voice interfaces, AI assistants, etc.)

In this session, you'll learn how to craft friendlier, more humane experiences by applying Carnegie’s “Nine Golden Principles to Become a Friendlier Person” to the design of digital things. Each principle is illustrated with examples of good and (hilariously) bad practices. If your app or site knows how to smile, your users might smile right back. Doesn’t that sound nice?

As presented at UX Lisbon on May 27, 2022. #UXLX

Scott Kubie

May 27, 2022
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  1. @SCOTTKUBIE LET’S BE FRIENDS DEAR USER: Scott Kubie Author, Writing

    for Designers Coach, Content Career Accelerator Host, UX Content Office Hours Publisher, UX Writing Events UXLX 2022
  2. DEAR USER: LET’S BE FRIENDS @SCOTTKUBIE ONE SERIOUSLY INFLUENTIAL BOOK.

    HOW TO WIN FRIENDS AND INFLUENCE PEOPLE ▸ First published in 1936 ▸ 17 editions published in the first year ▸ Over 30 million copies sold worldwide ▸ Your boss has probably read it
  3. DEAR USER: LET’S BE FRIENDS @SCOTTKUBIE ONE SERIOUSLY INFLUENTIAL BOOK.

    9 Golden Principles 1. No criticism 2. Sincere appreciation 3. An eager want 4. Genuine interest 5. Smile 6. Use their name 7. Listen 8. Speak of their interests 9. Make them feel important
  4. DEAR USER: LET’S BE FRIENDS @SCOTTKUBIE 1. DON’T CRITICIZE, CONDEMN,

    OR COMPLAIN. Dale Carnegie “The Golden Book” ➝ Principles from How to Win Friends and Influence People ➝ Become a Friendlier Person PRINCIPLE ONE: NO CRITICISM
  5. DEAR USER: LET’S BE FRIENDS @SCOTTKUBIE PRINCIPLE ONE: NO CRITICISM

    CONFIRMSHAMING.TUMBLR.COM | CRUELESTOPTOUTS.TUMBLR.COM
  6. DEAR USER: LET’S BE FRIENDS @SCOTTKUBIE PRINCIPLE ONE: NO CRITICISM

    CONFIRMSHAMING.TUMBLR.COM | CRUELESTOPTOUTS.TUMBLR.COM
  7. DEAR USER: LET’S BE FRIENDS @SCOTTKUBIE PRINCIPLE ONE: NO CRITICISM

    CONFIRMSHAMING.TUMBLR.COM | CRUELESTOPTOUTS.TUMBLR.COM
  8. DEAR USER: LET’S BE FRIENDS @SCOTTKUBIE 1. DON’T CRITICIZE, CONDEMN,

    OR COMPLAIN. Dale Carnegie “The Golden Book” ➝ Principles from How to Win Friends and Influence People ➝ Become a Friendlier Person PRINCIPLE ONE: NO CRITICISM
  9. DEAR USER: LET’S BE FRIENDS @SCOTTKUBIE 2. GIVE HONEST, SINCERE

    APPRECIATION. Dale Carnegie “The Golden Book” ➝ Principles from How to Win Friends and Influence People ➝ Become a Friendlier Person PRINCIPLE TWO: SINCERE APPRECIATION
  10. DEAR USER: LET’S BE FRIENDS @SCOTTKUBIE 2. GIVE HONEST, SINCERE

    APPRECIATION. Dale Carnegie “The Golden Book” ➝ Principles from How to Win Friends and Influence People ➝ Become a Friendlier Person PRINCIPLE TWO: APPRECIATION
  11. DEAR USER: LET’S BE FRIENDS @SCOTTKUBIE 3. AROUSE IN THE

    OTHER PERSON AN EAGER WANT. Dale Carnegie “The Golden Book” ➝ Principles from How to Win Friends and Influence People ➝ Become a Friendlier Person PRINCIPLE THREE: AN EAGER WANT
  12. DEAR USER: LET’S BE FRIENDS @SCOTTKUBIE LINKEDIN PRINCIPLE THREE: AN

    EAGER WANT Image via Peter Stahl’s excellent presentation “Rhythm and Flow” at IA Summit 2012
  13. DEAR USER: LET’S BE FRIENDS @SCOTTKUBIE 3. AROUSE IN THE

    OTHER PERSON AN EAGER WANT. Dale Carnegie “The Golden Book” ➝ Principles from How to Win Friends and Influence People ➝ Become a Friendlier Person PRINCIPLE THREE: AN EAGER WANT
  14. DEAR USER: LET’S BE FRIENDS @SCOTTKUBIE 4. BECOME GENUINELY INTERESTED

    IN OTHER PEOPLE. Dale Carnegie “The Golden Book” ➝ Principles from How to Win Friends and Influence People ➝ Become a Friendlier Person PRINCIPLE FOUR: GENUINE INTEREST
  15. DEAR USER: LET’S BE FRIENDS @SCOTTKUBIE 4. APPEAR GENUINELY INTERESTED

    IN OTHER PEOPLE. Dale Carnegie The Golden Book ➝ Principles from How to Win Friends and Influence People ➝ Become a Friendlier Person PRINCIPLE FOUR: GENUINE INTEREST
  16. DEAR USER: LET’S BE FRIENDS @SCOTTKUBIE 4. BECOME GENUINELY INTERESTED

    IN OTHER PEOPLE. Dale Carnegie The Golden Book ➝ Principles from How to Win Friends and Influence People ➝ Become a Friendlier Person PRINCIPLE FOUR: GENUINE INTEREST
  17. DEAR USER: LET’S BE FRIENDS @SCOTTKUBIE 4. BECOME GENUINELY INTERESTED

    IN OTHER PEOPLE. Dale Carnegie “The Golden Book” ➝ Principles from How to Win Friends and Influence People ➝ Become a Friendlier Person PRINCIPLE FOUR: GENUINE INTEREST
  18. DEAR USER: LET’S BE FRIENDS @SCOTTKUBIE 5. SMILE. Dale Carnegie

    “The Golden Book” ➝ Principles from How to Win Friends and Influence People ➝ Become a Friendlier Person PRINCIPLE FIVE: :)
  19. DEAR USER: LET’S BE FRIENDS @SCOTTKUBIE 5. SMILE. Dale Carnegie

    “The Golden Book” ➝ Principles from How to Win Friends and Influence People ➝ Become a Friendlier Person PRINCIPLE FIVE: :)
  20. DEAR USER: LET’S BE FRIENDS @SCOTTKUBIE 6. A PERSON’S NAME

    IS … THE SWEETEST AND MOST IMPORTANT SOUND IN ANY LANGUAGE. Dale Carnegie “The Golden Book” ➝ Principles from How to Win Friends and Influence People ➝ Become a Friendlier Person PRINCIPLE SIX: USE THEIR NAME
  21. DEAR USER: LET’S BE FRIENDS @SCOTTKUBIE 6. A PERSON’S NAME

    IS … THE SWEETEST AND MOST IMPORTANT SOUND IN ANY LANGUAGE. Dale Carnegie “The Golden Book” ➝ Principles from How to Win Friends and Influence People ➝ Become a Friendlier Person PRINCIPLE SIX: USE THEIR NAME
  22. DEAR USER: LET’S BE FRIENDS @SCOTTKUBIE 7. BE A GOOD

    LISTENER. ENCOURAGE OTHERS TO TALK ABOUT THEMSELVES. Dale Carnegie “The Golden Book” ➝ Principles from How to Win Friends and Influence People ➝ Become a Friendlier Person PRINCIPLE SEVEN: LISTEN
  23. DEAR USER: LET’S BE FRIENDS @SCOTTKUBIE INTERFACES AS CONVERSATION… DOES

    IT PASS THE WYLTIWLT TEST? ▸ Computer: Would you like to [x]? ▸ User: I would like to [x]. PRINCIPLE SEVEN: LISTEN From Jonathan Richards’s article “The Grammar of Interactivity” on UX Booth. http://www.uxbooth.com/articles/the-grammar-of-interactivity/
  24. DEAR USER: LET’S BE FRIENDS @SCOTTKUBIE PRINCIPLE SEVEN: LISTEN From

    Jonathan Richards’s article “The Grammar of Interactivity” on UX Booth. http://www.uxbooth.com/articles/the-grammar-of-interactivity/
  25. DEAR USER: LET’S BE FRIENDS @SCOTTKUBIE 7. BE A GOOD

    LISTENER. ENCOURAGE OTHERS TO TALK ABOUT THEMSELVES. Dale Carnegie “The Golden Book” ➝ Principles from How to Win Friends and Influence People ➝ Become a Friendlier Person PRINCIPLE SEVEN: LISTEN
  26. DEAR USER: LET’S BE FRIENDS @SCOTTKUBIE 8. TALK IN TERMS

    OF THE OTHER PERSON’S INTERESTS. Dale Carnegie “The Golden Book” ➝ Principles from How to Win Friends and Influence People ➝ Become a Friendlier Person PRINCIPLE EIGHT: SPEAK OF THEIR INTERESTS
  27. DEAR USER: LET’S BE FRIENDS @SCOTTKUBIE 8. TALK IN TERMS

    OF THE OTHER PERSON’S INTERESTS. Dale Carnegie “The Golden Book” ➝ Principles from How to Win Friends and Influence People ➝ Become a Friendlier Person PRINCIPLE EIGHT: SPEAK OF THEIR INTERESTS
  28. DEAR USER: LET’S BE FRIENDS @SCOTTKUBIE 9. MAKE THE OTHER

    PERSON FEEL IMPORTANT—AND DO IT SINCERELY. Dale Carnegie “The Golden Book” ➝ Principles from How to Win Friends and Influence People ➝ Become a Friendlier Person PRINCIPLE NINE: MAKE THEM FEEL IMPORTANT
  29. DEAR USER: LET’S BE FRIENDS @SCOTTKUBIE 9. MAKE THE OTHER

    PERSON FEEL IMPORTANT—AND DO IT SINCERELY. Dale Carnegie “The Golden Book” ➝ Principles from How to Win Friends and Influence People ➝ Become a Friendlier Person PRINCIPLE NINE: MAKE THEM FEEL IMPORTANT
  30. DEAR USER: LET’S BE FRIENDS @SCOTTKUBIE 9 Golden Principles 1.

    No criticism 2. Sincere appreciation 3. An eager want 4. Genuine interest 5. Smile 6. Use their name 7. Listen 8. Speak of their interests 9. Make them feel important