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UX Design, Friend of Foe #worldusabilityday

We’ve all heard stories of how UX has been used for good, but what happens when it backfires, or worse, is purposely used for evil? UX Designers have the power to entice and motivate you in a number of directions — and while maybe not always purposefully evil, the effects can be the same. This talk will go over examples of good and evil UX — so you know what to avoid in the future!

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UX Design, Friend of Foe #worldusabilityday

  1. 1. UX Design, Friend or Foe?
  2. 2. Jeremy Johnson @jeremyjohnson Vp of customer experience
  3. 3. Someone’s workday
  4. 4. MeUSER
  5. 5. 8 hours a day Providing for family Status of peers Trying to get promoted Trying to do a good job. . .
  6. 6. “it dawned on everyone that it just wasn't humane to have great UX in your private life and nauseating mazes of software to fight against at work.”
  7. 7. 490
  8. 8. 490What’s this?
  9. 9. 510
  10. 10. “Jeff Lowe, global product manager, explains that if the average is 27 seconds, but one operator is only hitting 32 seconds, that’s an opportunity to increase production.”
  11. 11. “Now imagine if a plant manager took that one step further, streaming that dashboard to the plant common area or lunchroom, showing how a specific user or shift was performing versus other teams, individuals or even themselves. “
  12. 12. “Secretly, the plant is the real winner, as everyone is more engaged, sharing in a common goal, and possibly even having fun.”
  13. 13. “Disney was replacing A system with an electronic tracking system that monitored their progress in real time.”
  14. 14. Dagn! Naiara 20 10 15 Caelia Saburo 30 12 20 Beatrix Pankaj 15 7 10 Arda Samanta 2 15 7 Frederick Iraklis 5 7 8
  15. 15. “Each laundry machine would also monitor the rate of worker input, and flash red and yellow lights at the workers directly if they slowed down.”
  16. 16. Friend or foe? Feedback loop? Good?
  17. 17. “The workers called this ‘the electronic whip’.”
  18. 18. “We saw a higher incidence of injuries,” “Several people were injured on the job.” “The formerly collegial environment degenerated into a race” “The laundry workers competed with each other, and got upset when coworkers couldn’t keep up.” “People started skipping bathroom breaks.” “Pregnant workers fell behind”
  19. 19. You can positively or negatively effect someone’s (around) 2,000 hours a year
  20. 20. “High-value assassination targets are called ‘jackpots’. Anyone caught near a jackpot during an airstrike is called ‘bugsplatter’. When drone pilots retire or transfer, they’re given a scorecard of kills. “ “this framework risks the total dehumanisation of the targets of drone warfare. “
  21. 21. Friend or foe? Should we gamify life and death?
  22. 22. Influencing people
  23. 23. “Over 50% of shopping is unplanned”"--Video--Gear.html
  24. 24. Impulse shopping
  25. 25. Gruen Effect
  26. 26. “Gruen argued that good design equaled good profits. The more beautiful the displays and surroundings, the longer consumers will want to stay in a shop. 
 The more time a shoppers spend in a store, the more they will spend.”
  27. 27. “The Gruen Transfer is the few minutes after you walk into a store where the stimulus confuses your brain and hypnotizes you into buying more.”
  28. 28. What if you could literally be hypnotized?
  29. 29. “You can steer consumers to different areas…”"--Video--Gear.html
  30. 30. Increase Impulse shopping One GOAL:
  31. 31. Friend or foe? Should we influence people to spend more money?
  32. 32.
  33. 33. “Organic compulsion loop” “The other way to get new stuff is to pay real money to buy a mystery box which gives you a % chance to win the thing that you need. Because it’s the core way to get the new thing you need you are forced to engage with that system to progress in the game.”
  34. 34. Saving money = good! Pushing you to games that are designed to take as much money from you as possible…?
  35. 35. Friend or foe? Lesser of two evils?
  36. 36. Dark patterns
  37. 37. “The role as a designer, or even as an engineer has become more influential and powerful than ever. The work we do makes an impact and naturally brings up the discussion around ethics, responsibility, and accountability.”
  38. 38.
  39. 39. “In a nutshell, dark UX takes everything we ever learned about the psychology of human-centered design and uses it against the user.” Emily Stevens
  40. 40.
  41. 41. Fake hair! Fake dirt!
  42. 42. Engagement
  43. 43. What if… Your job was to get more engagement?
  44. 44. Friend or foe? Should we influence people to spend more time?
  45. 45. Machine learning
  46. 46.
  47. 47. “Facebook had gone out of its way to encourage me to reconnect with one of my good friends despite his recent, tragic death. The experience was jarring, heartbreaking, and bizarre.”
  48. 48. “The problem is, not everyone wants to see their smiling ex's face. I had an emotionally abusive relationship with my own ex...”
  49. 49.
  50. 50. “Virginia computer science professor noticed a pattern in some of the guesses made by image-recognition software he was building. “It would see a picture of a kitchen and more often than not associate it with women, not men,””
  51. 51. “. . .text collected from Google News reproduced gender biases well documented in humans. When they asked software to complete the statement “Man is to computer programmer as woman is to X,” it replied, “homemaker.”
  52. 52. amplifying what’s already there
  53. 53. We need women to design AI “Siri and Alexa remain either evasive, grateful, or flirtatious, while Cortana and Google Home crack jokes in response to the harassments they comprehend.”
  54. 54.
  55. 55.
  56. 56. Design for the fringe case.
  57. 57. How could this go wrong?
  58. 58. Friend or foe? Should we leave our experiences to ML/AI?
  59. 59. A little copy and color never hurt anyone
  60. 60.
  61. 61.
  62. 62.
  63. 63.
  64. 64.
  65. 65.
  66. 66.
  67. 67. Friend or foe? Can we (mis)direct people via copy and color?
  68. 68. Society
  69. 69. “When I was a kid, it felt like they made something new every day. Some gadget or idea. Like every day was Christmas. By six billion people, just try to imagine that. And every last one of them trying to have it all.”
  70. 70.
  71. 71. What is one small shift that you have made about the way you spend your time that had the largest impact on your quality of life? “For me it was deleting apps on my phone— Gmail, Instagram, Twitter, Facebook, even disabling Twitter.” Q. A.
  72. 72.
  73. 73. Phone addiction
  74. 74. “when they were in “withdrawal,” and felt physiological symptoms, like increased heart rate and blood pressure. They also felt a sense of loss, or lessening, of their extended self— their phones.” “The CDC had noted a rise in the rates of both over the years 2010-2015, and found that girls were particularly at risk: Their suicide rate rose by 65% in those five years. The number of girls with severe depression rose by 58%.”
  75. 75. politics
  76. 76.
  77. 77. “The company says their work with data and research allowed Mr Trump to win with a narrow margin of “40,000 votes” in three states providing victory in the electoral college system, despite losing the popular vote by more than 3 million votes.” “When you have a massive propaganda effort to prevent people from thinking straight, because they’re being flooded with false information and you have people who are searching.. trying to make sense of it. But every search engine, every site they go into is repeating these fabrications. Then yes It affected the thought processes of voters.”
  78. 78. Friend or foe? Should we be responsible for societal effects of what we create?
  79. 79. Everything is designed. Even if it’s unintentional.
  80. 80."-by-bad-design.html “Note that you are not looking at Craigslist in this photo. This is the actual interface that the real government uses to alert its citizens of likely nuclear catastrophe.”
  81. 81.
  82. 82. 3rd Place 2ND Place 1st Place
  83. 83. “The Secretary of State’s office has admonished voters to fill out their ballots slowly, emphasizing that “the voting machines are not malfunctioning” and that the issue was purely “user error.””
  84. 84. Friend or foe? Should we improve our voting systems
  85. 85. “I fight for the Users!”
  86. 86. Improve Someone’s workday Influence someone to Make a good decision Include more diverse data set Be honest & Improve the world. You caN. . .
  87. 87. Ux needs a to be friend.
  88. 88. So get to it! @jeremyjohnson