TRUST UX

ann wuyts @vintfalken

sentiance customer experience & UX

BALANCING PERSONALISATION AND PRIVACY TO CREATE UNDERSTANDING AND TRUST

Strata + Hadoop World, 2015

HAPPY TO INTRODUCE YOU TO MY NEW BEST FRIENDS

THESE THINGS KNOW

ME

THE FOUR PHASES OF COGNIZANT COMPUTING

1. SYNC ME Store copies of my digital assets and keep it in sync across all end points and contexts

2. SEE ME Know where I am (and have been) on the internet and in the real world. Understand my mood and context to better align services

3. KNOW ME Understand what I want and need and proactively present it to me

4. BE ME Act on my behalf based on learned and explicit rules

94% COMPLETED

82% WEARABLES UPDATE

31% … LOADING DATA

INITIALIZING.. 12%

Meanwhile, at the Apple Watch announcement, 19× Personal.

relevant

are you engaging at the right moment?

glanceable

can you deliver value in milliseconds?

personal

do you approach people in the right manner?

EXPERIENCES FOR THE MOST PERSONAL DEVICE EVER ARE

No other Apple device has ever been so connected to the wearer. It is important to be mindful of this connection .

Apple Watch Human Interface Design Guidelines, 2015

UNDERSTANDING PERSONALISATION TRUST PRIVACY

H2H

MACHINE-TO-HUMAN RELATIONSHIPS ARE NOW ABOUT HUMAN-TO-HUMAN VALUES

M2H

2nd Annual Poll on How Personal Technology is Changing our Lives - January 2015, Microsoft  

Concern about privacy jumped 5 points between 2014 and 2015.

THE PRIVACY CHALLENGE

91% of adults ‘agree’ or ‘strongly agree’

that consumers have lost control over how personal information is collected and used

by companies.

Pew Research Privacy Panel Survey, January 2014

LOSS OF CONTROL

MISCOMMUNICATION

People are fearful of sharing their data largely because companies and

government have not been good at clearly explaining how they

use it.

The Data Dialog, Demos 2012

TERRIBLE HEADLINES

In the future your insurance company will

know when you are having sex.

Kashmir Hill, Fusion.net - 2015

38% of those who say not concerned about privacy online say they do mind companies using information about them 71% of those who are happy to share personal information with companies and brands that they like are concerned about how information collected about them is being used by companies

Personalisations vs Privacy, Ipsos MORI, 2014

USER INCONSISTENCY

THE FACEBOOK PARADOX THE FACEBOOK PARADOX

91% of adults feel consumers have lost control over how personal information is collected and used by companies. 58% of the entire adult population (and 71% of internet users) is on Facebook.

Having knowledge of the customer is the only durable competitive advantage for companies.

Bruce Kasanoff, the author of Smart Customers, Stupid Companies

Increased knowledge of the consumer and the fine-tuning of offers that are perceived as personal and highly relevant should lead to an increase in spend.

Gartner on the monetization of contextualization

DATA VALUE EXCHANGE

insights in own behaviour customer insights

peer comparison optimising processes & products

personalisation (right message)

relevance (right person, right moment)

accountability (on ADDD) data driven decisions

CONSUMER BUSINESS magic moon

standard moon

no moon

value on the consumer side should be equal or more

privacy

THE UNTRUTH

UX

VS

The truth is that collecting information about people allows you to make significantly better products and the more information you collect, the better products you can build .

Dustin Curtis,

“Privacy VS. User Experience” (2014) #FALSE (or at least a very one-sighted truth)

Whether or not better products can be made by collecting more user data is a matter of… •  Context •  Opinion •  Causation/correlation •  Data quality (accurate? relevant? complete?)

•  Define: better product

MORE DATA, BETTER PRODUCTS?

BUSINESS VALUE

CONSUMER VALUE

PRIVACY

GREAT UX personalisation

PRIVACY AS A FUNDAMENTAL COMPONENT OF THE PRODUCT EXPERIENCE

PRIVACY

@ SENTIANCE

UX DESIGN

Businesses  can  deliver  a  grand  user  experience  and  tremendous  value  to  both  customers  and  the  company,    only  if  they  safeguard  their  users’  privacy  and  security.  

→

Niveau 1

Niveau 2

Niveau 3

aggressive driver

…

… waking up

…

city worker

sleeping

walking running

car subway

train

bus boat

zigzagging standing

airplane*

biking

arriving at home, work, the gym, ...

shopping

lunch inactive

noisy environment*

in a meeting

horse*

@home

working

in company*

couch potato

workaholic

sportive

N2 moments

N3 profiles

N1 events

watching tv

motorcycle

agitated*

suddenly stopped

tram

climbing*

SENTIANCE FROM MOBILE DATA TO SMART LIFE

why great

UX requires privacy

what UX &

privacy have in

common

10 examples to do both Privacy & UX right

DEFINE: PRIVACY

Personal data is any information

relating to an individual, whether it relates to his or her private, professional

or public life.

(it is however, an essential requirement)

SECURITY = PRIVACY

“Security is a very important topic, but it’s primarily a technical topic, and to a large extent it’s a very well-understood one. If you pay attention to security, it is possible to get it right, whereas privacy is something that’s much more fluid and is much more about social norms, expectations, implicit contracts between consumers and providers.”

Pilgrim Baert – co-founder of AlertMe

THE INTERNET OF EVERYTHING: DESIGNER ROLES ARE UNDERGOING CHANGE

UX design has been extended to address all aspects of a product or service as perceived by its users – that includes the control they have of their personal dta, their privacy.

BEING CREDIBLE

useful

usable desirable

credible

valuable

findable accessible

User Experience Honeycomb (Peter Morville)

credible 2004

the information you present to users

2015 taking responsibility to

keep personal data safe

PRIVACY-BY-DESIGNER: DELIVER BOTH PERSONAL & TRUST

We owe it to both our users and the people who hire us to actively think about privacy, and to implement privacy

in the flows and designs we deliver.

B. We need to deliver

trustworthy products.

A. We need to deliver

great, personal experiences.

1. You need to fully understand the end goal (by asking the right questions)

WHY Why are we doing this? What do you want to achieve?

What is required to achieve this? What is the best way? WHAT

WHO Who is impacted by this? What do they expect?

GOAL DATA PIA

2. There are rules, guidelines, toolkits. (which continuously evolve)

UX PRIVACY •  Apple, Android, .. design guidelines •  Interaction patterns •  Best (and worst) practice examples •  Models & frameworks •  User research methods •  Emerging trends •  …

TOOLKITS: omnigraffle, illustrator, fireworks, pen & paper, …

•  Existing & upcoming EU Law (GDPR) •  Local privacy act & royal decrees •  Local telecommunications law •  Privacy watchdog recommendations •  ToS of the platform (iOS, Android) •  Internal policies •  …

TOOLKITS: information classification, risk assessments, privacy policies, PIA framework, …

2. There are rules, guidelines, toolkits. (which continuously evolve)

General Data Protection Regulation

EXPANDED SCOPE any organization processing personal

data of EU residents

PRIVACY-BY-DESIGN & DEFAULT

EXPLICIT INFORMED CONSENT

DATA BREACH NOTIFICATION DPA & possibly consumer

DPO REQUIRED

Users/month threshold or location data

DATA PORTABILITY

3. Less is More. (value & proportionality)

collection processing

storing

purpose

PROPORTIONALITY

fewer data fewer less detailed shorter period in time de-idenfity asap

Less is more, not just in quantity but also in identifiability & time

value of knowing

cost of identifying

IDENTIFIABILITY

Why an IP an sich will no longer be personal data… (unless you are an ISP)

avoid when possible geohashes coarse location

beware location GDPR: this is ‘special data’ → extra safety measures

4. You can not do it alone. (it is multi-disciplinary and cross-departmental)

Privacy requires a clear mandate to get things done.

Everybody accepts it is important – but not a single

department has it as a priority.

Have privacy as part as the project plan and estimates as

soon as possible.

A continuous need to explain the significance of privacy in the overall product & company picture

Have privacy as a deliverable, avoids the delays & soring costs of adding it after the facts.

Privacy is not only a fundamental right, it can also be a competitive advantage .

Neelie Kroes

Conform to EU legislation? Ready for the world market, then.

People can trust you with their digital identities → sets you apart from competition

5. The devil is the details. (and the cost of mistakes is high)

•  up to 1,000,000 EUR fine or up to 2% of the annual worldwide turnover in case of an enterprise, whichever is greater (Draft GDPR, art 79)

•  customers leaving

• 

•  customer complaints

•  customers leaving

UX Privacy

Most of these were hacked (security), but as soon as personal data leaks: Privacy & trust disaster too.

6. Practice Honest Communication. (from the start)

Consider a breach likely – and prepare accordingly.

VISA’s ‘Responding to a Data Breach – Communications Guidelines for Merchants‘ guidelines.

do not play the victim express regret take ownership be accountable

1. What happened? (tell what you know at that time)

crisis communications (works for downtime communication too)

2. What is being done *NOW*? (investigate, take systems offline, ..)

3. How does this affect your customers? (both short- and long term)

4. What are you doing to minimize risk? What can your customers do?

5. How do people get more information or updates?

(folluw up) 6. What are you doing prevent this from happening again?

Privacy does not benefit from a “do first, ask forgiveness later” strategy.

(avoid: “Hey, we just lost all this data of yours you did not we had in the first place.”)

which data you gather & what for set correct expectations

FROM THE START:

informed explicit consent

(avoid: “Hey, we just lost all this data of yours you did not we had in the first place.”)

clear affirmative action use plain language

1.  You need to fully understand the end goal – Ask the right questions 2.  There are rules, guidelines and toolkits – Rules & tools evolve. Fast. 3.  Less is more – Value & proportionality 4.  You can’t do it alone. – Multi-disciplinary and cross-departmental 5.  The devil is in the details – and the cost of mistakes high 6.  Honest communications – from the start

As designers, then what can we easily do that improves both UX and privacy?

GOOD UX AND PRIVACY

10 examples to get it right

1. Design for Explicit: Opt-In

By signing this contract, you agree we have the right to collect and pass on all your information. In case you do not want your bank to pass on your credit information to third partners and other divisions, please write ‘I do not agree’ on the contract and hand it over to the person behind the till.

EXPLICIT EXPLICIT NOT EXPLICIT (hidden opt-out)

NO YES

IF YOU AGREE, PLEASE CHECK THIS BOX:

2. Design for Informed: No Surprises

3. Design for Choice: Consent

In your designs and flows, take into account both having and not having the data.

Design personalized experiences for when you have data.

Design good alternatives for not having the data.

Today will be sunny

Weather for Olen, Belgium where we know you live.

Check out the weather!

Antwerpen

Privacy as a trading function

Accelerometer

Gyroscope

Microphone

Camera

In-App Usage

GPS

Expected value

User acceptance

Wi-Fi

Browsing History

The more permissions are required, more added value is expected from the mobile app.

Calendar

SMS

Light

GSR

Clear & consistent, so people can trust you to point out privacy related features & settings.

4. Design for Trust

5. Design for Because.. Explain your magic. When users know of the existence of a certain algorithm, their satisfaction with the product increases over time , probably as they start to understand its workings better. Yet when they discovered an algorithm they were previously unaware of, users felt betrayed.

Worst case scenario “In the extreme case, it may be that whenever a software developer in Menlo Park adjusts a parameter, someone somewhere wrongly starts to believe themselves to be unloved. ”

– Eslami et all.

Because... allows people to correct you when wrong. Something we best figure out before algorithms get to act on our behalf.

6. Design for Transparency Show people their data selfs. If we are going to allow algorithms and expert rules to steer our behaviour, we must know they understand that correctly. Allow for: -  Correction -  Reset

7. Design for forming secure habits “Burner accounts” Kinja introduced these for anonymous commenting. They made private keys understandable through metaphor. “…if you lose the burner key initially issued we will not be able to retrieve this information for you or reset the account. Save your key.”

Reward secure behaviour Users that enable two-step security on their accounts will now receive a 10% discount off their monthly bill Mailchimp bill.

8. Design to encourage privacy Access duration People forget to ‘revoke’ things. Supply limited time access options: -  WeChat: discoverable

for 10 minutes (default)

-  LinkedIn: access duration settings (weeks → months → years)

9. Design for an Exit Offer Alternatives Make it easy to leave, but think about WHY people are leaving, and offer alternatives. Eg. -  “snooze” services -  less-email-option -  reset profile/account -  ..

10. Design with P2P privacy in mind

Do you want to know if your friends are (action/mood/..) ?

Do you want your friends to know if you are (action/mood/..) ?

Don’t allow OK

We influence what is acceptable.

Snowden Challenge at SXSW

Combine exceptional ux with privacy at INCEPTION, not afterwards

“ Combine exceptional UX with privacy at inception, not afterwards.”

Edward Snowden’s Challenge to Startups at SXSW

As the need for permanent access to data increases, so does the need for ethics & morality.

Weak AI (expert systems)

Strong AI (singularity)

Machine Learning

Deep Learning

Recommender Systems Autonomous Systems

Transition period (Danger Zone)

GOOD UX AND PRIVACY

Privacy is about more than data.

Privacy does not benefit from a “do first, ask forgiveness later” strategy.

It’s their data. Not yours. (Safeguarding it is a joint effort, though).

It is their choice.

Design the best possible experience, regardless the choice.

HELP BUILD THE FUTURE BOLDLY. DO SO RESPONSIBLY

ann wuyts @vintfalken

sentiance customer experience & UX Strata + Hadoop World, 2015

Thank you.