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Hooked Workshop
1.
h kHooked @nireyal
2.
Products can profoundly CHANGE OUR BEHAVIORS.
3.
100’s of millions of users… …and 100’s of millions of dollars.
4.
PA TT E SN R ?
5.
I wrote this … … more at: NirAndFar.com
6.
Close your eyes.
7.
HOWDIDYOUFEEL?
8.
When we FEEL AN ITCH we seek to SCRATCH IT.
9.
The brain associates behaviors that PROVIDE A SOLUTION to whatever problem it encounters.
10.
The SOLUTION TO OUR DISCOMFORT is found in the product’s use.
11.
Images of chocolate bring both pleasure and stress to “cravers.” Source: Rodriguez et al 2005
12.
STRESS is a precondition for addiction. Source: Heilig and Koob 2007
13.
We are not designing for addiction NOT must be in graphic Do not design for addiction.
14.
A BEHAVIOR DONE WITH CONSCIOUS THOUGHT LITTLE OR NO hab·it
15.
Habitscanbeusedforgood.
16.
17.
1. FREQUENCY Source: Judah, G; Gardner, B; Aunger, R; 2013
18.
2. ATTITUDE CHANGE Source: Judah, G; Gardner, B; Aunger, R; 2013
19.
Harnessing VERY GOOD HABITS can be FOR BUSINESS.
20.
Creating consumer habits drives HIGHER CUSTOMER LIFETIME VALUE (CLTV).
21.
Creating consumer habits gives companies GREATER FLEXIBILITY TO INCREASE PRICES.
22.
Creating consumer habits SUPERCHARGES GROWTH.
23.
Creating consumer habits INCREASES DEFENSIBILITY.
24.
However, forming new habits is HARD WORK
25.
AND EXCEPTIONALLY RARE.
26.
But if your business requires “unprompted user engagement,”
27.
A design pattern to help FORM BETTER PRODUCT HYPOTHESES.
28.
BUILDING IS EXPENSIVE
29.
INCREASE YOUR ODDS OF SUCCESS.
30.
h kThe$HOOK$is$an$experience$designed$to$ connect$the$user’s$problem$to$your$solu7on.$
31.
h k with%enough%% FREQUENCY%% to%% FORM+A+HABIT.+
32.
NOW IT IS YOUR
TURN
33.
❑ Get into groups of 2 or 3. ❑ Describe your product or service. ❑
Pick one product with one user.
34.
❑ Why does your business require a habit? ❑ What problem are users coming to solve? ❑
How do they currently solve the problem and why does it need a new solution?
35.
❑ What action do you want to make into a habit? ❑ How frequently do you expect users to engage?
36.
h kA"Hook"has"4"parts:"
37.
h k
38.
Triggers come in two flavors: EXTERNAL & INTERNAL
39.
EXTERNAL TRIGGERS The information for what to do next is within the trigger. Billboards SO DA
40.
INTERNAL TRIGGERS The information for what to do next is informed through an association in the user’s memory.
41.
Negative emotions are POWERFUL INTERNAL TRIGGERS. lost indecisive tense fatiguedinferior bored confused fear of loss dissatisfied powerless discouraged lonesome
42.
People who are DEPRESSED CHECK EMAIL MORE OFTEN. Source: Kotikalapudi et
al 2012
43.
When we feel LONELY we use
44.
When we feel UNSURE we use
45.
When we are BORED we use
46.
Do you know
your customer’s INTERNAL TRIGGER?
47.
Jack Dorsey on Narratives
48.
IT#ALL#STARTS#WITH#A# NARRATIVE.! “(If)!you!want!to!build!a!product! that!is!relevant!to!folks,!you!need! to!put!yourself!in!their!shoes!and! you!need!to!write!a!story!from! their!side.”! .#Jack#Dorsey#
49.
1952 INSTANT CAKE MIX WAS A MARKETING FAILURE. Betty Crocker assumed that customers wanted convenience but “Just add water” did not sell. Source: “Finding Betty Crocker”, Susan Marks
50.
WHY DO WE MAKE CAKE? to give and receive love from people we care about.
51.
DEPRECATED A FEATURE
52.
What triggers make so habit-forming?
53.
external triggers
54.
of losing the moment. solves the pain
55.
But is also a social network. Urgeto preserve Stressed Lonely Curious Insecurity Bored
56.
YOUR TURN TO BUILD A NARRATIVE
57.
BUILD YOUR NARRATIVE ❑ Who is the user? ❑ What are they doing immediately before your intended habit?
58.
INTERNAL TRIGGERS ❑ Come up with 3 internal trigger hypotheses (emotions, routines, situations…) ❑ Which internal trigger occurs most often? ❑
Every time _______ , the user ________.
59.
EXTERNAL TRIGGERS ❑ Where and when can you insert your external triggers? ❑ How can you be in front of the user when her internal trigger fires? ❑
Think of 3 “rational ideas” and 3 “crazy ideas.”
60.
HYPOTHESIS HOMEWORK ❑ Are your assumptions correct? ❑ Is your narrative really happening? ❑
“Get out of the building.” – Steve Blank ❑ Test your biggest assumptions first and cheaply.
61.
Take a break “Hook” by Blues Traveler
62.
h k
63.
The SIMPLEST BEHAVIOR in anticipation of a reward.
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Scroll
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According to BJ Fogg, for any behavior to occur, we need MOTIVATION, ABILITY, and a TRIGGER b=m+a+t
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“THE ENERGY FOR ACTION” mo·ti·va·tion -Edward Deci
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THERE ARE SIX FACTORS THAT CAN INCREASE MOTIVATION. SeekingPleasure AvoidingPain SeekingHope AvoidingFear SeekingAcceptance AvoidingRejection Source: Dr. BJ Fogg, Stanford University
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Seeking HOPE
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Seeking PLEASURE
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Avoiding FEAR
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Seeking ACCEPTANCE
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ABILITY the capacity to
do a particular action
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Time% $ Six$factors$can$increase$or$decrease$ability. % Money% Physical%effort% Brain%cycles% Social%deviance%
Non8rou:ne% Source:%Dr.%BJ%Fogg,%Stanford%University%
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Fogg Behavior Model MOTIVATION ABILITY Level of motivation and ability determines if action will occur. Source: Dr. BJ Fogg, Stanford University TRIGGER SUCCEEDS TRIGGER FAILS
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Should designers MOVE MOTIVATION OR ABILITY FIRST?
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You can try to increase motivation…
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…but you’ll often get the same results.
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through the years 2009 2010 2011
2012 TODAY
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2009 2010 2011 2012 through the years TODAY
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2009 2010 2011
2012 TODAY through the years
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YOUR TURN TO SIMPLIFY THE ACTION
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Users are on a path to solving a problem. Internal Trigger Product Interface Reward/Pain Alleviation
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users take action to alleviate pain. Internal Trigger Product Interface 1. Open App 2. Log-in (sometimes) 3.
Scroll & Read Reward/Pain Alleviation
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Map the path users take to scratch their itch.
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Find the “scarcest resource” ❑ Review your flow. Where is the action most difficult? ❑ Which resource is lacking? ❑
What are 3 testable ways to make the action easier? •Time •Money •Physical effort •Brain cycles (too confusing) •Social deviance (outside norm) •Non-routine (too new)
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studied by Olds & Milner. NUCLEUS It all starts with the ACCUMBENS Source: Olds and Milner, 1945
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The nucleus accumbens is activated when we crave.
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Olds & Milner Notexactly. stimulating pleasure? Were
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They were stimulating the STRESS OF DESIRE.
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Our reward system activates with anticipation Source: Knutson et al 2001
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… and calms when we get what we want. Source: Knutson et al 2001
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That’s the ITCH we seek to SCRATCH.
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There is a way to supercharge the stress of desire.
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IS FASCINATING. THE UNKNOWN Variability causes us to focus and engage
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…and increases behavior.
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The nucleus accumbens is stimulated by variability.
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3 types of VARIABLE REWARDS TRIBE HUNT SELF Habit-forming tech uses 1 OR MORE
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TRIBE SEARCH FOR SOCIAL REWARDS
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partnershipempatheticjoy competition
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We Like social rewards.
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Fast variable rewards
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We value recognition and cooperation
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HUNT SEARCH FOR RESOURCES
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Stems from the hunt for food and resources
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Hunt for variable material rewards
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Hunt for variable material rewards
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Hunt for variable information rewards.
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Hunters on scroll pages.
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SELF SELF-ACHIEVEMENT SEARCH FOR
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Leveling-up reflects MASTERY and COMPETENCY.
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Inbox or task management reflects CONSISTENCY and COMPLETION.
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WARNING Variable rewards are not a free pass. Your product still must address the itch.
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Do your users feel in control? AUTONOMY IS A PRE-REQUISITE. Source: Deci and Ryan on Self-Determination Theory
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Beware of FINITE VARIABILITY.
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INFINITE VARIABILITY sustains interest longer.
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Build variable rewards that satiate the users itch, but leave them wanting more.
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YOUR TURN TO REWARD YOUR USERS
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❑ Review your flow. Is the reward fulfilling, yet leaves the user wanting more? ❑ Brainstorm 3 ways users search for variable reward. •Rewards of the Tribe - gratification from others. •Rewards of the Hunt - things, money or information. •Rewards of the Self - mastery, completion, competency, consistency.
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Users “invest” for future benefits. Social Capital Money Time Effort Emotional CommitmentPersonal Data
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Investments increase the likelihood
of the next pass through the Hook in TWO ways.
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1.INVESTMENTS LOAD THE NEXT TRIGGER OF THE HOOK.
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Each new message posted on
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is an open invitation for an external trigger to be returned.
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INVESTMENTS STORE VALUE, improving the product with use.2.
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CONTENT
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DATA
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FOLLOWERS
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REPUTATION
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YOUR TURN TO GET USERS TO INVEST
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❑ Review your flow. What “bit of work” are your users doing to increase the likelihood of returning? ❑ Brainstorm 3 ways to add small investments into your user experience to: •Load the Next Trigger •Store Value •Content, Data, Followers, Reputation 5 min
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h kThe$HOOK$is$an$experience$designed$to$ connect$the$user’s$problem$to$your$solu7on.$
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Each pass through the Hook helps SHAPE USER PREFERENCES AND ATTITUDES.
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h k With%enough%frequency,% A"HABIT"IS"FORMED."
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The HOOK Canvas 1. What internal trigger is the product addressing? 2. What external trigger gets the user to the product? 4. Is the reward fulfilling, yet leaves the user wanting more? 3. What is the simplest behavior in anticipation of reward? 5. What “bit of work” is done to increase the likelihood of returning?
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THE MORALITY OF MANIPULATION
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Designing habit-forming products is a form of manipulation.
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Users take our technologies to bed.
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They check our devices before saying “good morning” to loved ones.
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Quite possibly, the “CIGARETTE OF THIS CENTURY.” - Ian Bogust
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What RESPONSIBILITY do we have when changing user behavior?
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THE WORLD IS FULL OF PROBLEMS TO FIX. Help others find meaning. Engage them in something important.
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Build the THE WORLD. you want to see in CHANGE
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