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Delight 2016 | Design for Real Life — Sara Wachter-Boettcher

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We can’t always predict who will use our products, or what emotional state they’ll be in when they do. But we have the power—and the responsibility—to build compassion into every aspect of our products, and to advocate for experiences that support more of our users, more of the time. Sara will share principles and practical approaches from ​Design for Real Life​, her new book with coauthor Eric Meyer.

Presented at Delight 2016 by Sara Wachter-Boettcher, Author, Design for Real Life

http://delight.us/conference

Published in: Design
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Delight 2016 | Design for Real Life — Sara Wachter-Boettcher

  1. 1. DESIGN FOR REAL LIFE flickr.com/photos/cellphonesusie/5581322594 sara wachter-boettcher @sara_ann_marie
  2. 2. Josh Ritchie for ProPublica
  3. 3. Josh Ritchie for ProPublica 10 3
  4. 4. ‘‘The score proved remarkably unreliable in forecasting violent crime: Only 20 percent of the people predicted to commit violent crimes actually went on to do so. —ProPublica report
  5. 5. But not all errors are equal.
  6. 6. Labeled higher risk, did not re-offend Labeled lower risk, did re-offend White: 24% Black: 
 45% White: 48% Black: 
 28% From propublica.org
  7. 7. From propublica.org
  8. 8. Not just wrong. Biased.
  9. 9. Not just wrong. Biased. And secret.
  10. 10. flickr.com/photos/xavier33300/14435337281/
  11. 11. our work is never neutral
  12. 12. it’s a product of culture
  13. 13. everyday choices affect real lives
  14. 14. which world will your workhelp build?
  15. 15. design for DIVERSIT Y
  16. 16. ‘‘We’re also working on longer-term fixes around both linguistics (words to be careful about in photos of people)… and image recognition itself (e.g., better recognition of dark-skinned faces). —Yonatan Zunger, Google
  17. 17. ‘‘With a white body as a light meter, all other skin tones become deviations from the norm. It turns out, film stock’s failures to capture dark skin aren’t a technical issue, they’re a choice. —Syreeta McFadden
  18. 18. Who’s worth designing for?
  19. 19. These biases are everywhere.
  20. 20. Shane Creepingbear Lance Browneyes Robin Kills the Enemy Dana Lone Hill
  21. 21. Your Name Wasn’t Approved. It looks like that name violates our name standards. You can enter an updated name again in 1 minute. To make sure the updated name complies with our policies, please read more about what names are allowed on Facebook.
  22. 22. we all have blindspots
  23. 23. Find them. Own them. Minimize them. Repeat.
  24. 24. flickr.com/photos/90412460@N00/15482576136
  25. 25. Machines learn from us. We choose what to teach.
  26. 26. STRESS design for
  27. 27. flickr.com/photos/jaxport/4638651795
  28. 28. flickr.com/photos/abhi_ryan/2240873501
  29. 29. My mom’s boyfriend made me touch him. My best friend told me not to tell anyone. My big brother’s friend held me down and kissed me. These older kids keep telling me to take my
  30. 30. These kids were bursting to tell someone.
  31. 31. All we did was lower the barrier.
  32. 32. ‘‘The online service can be a good first step, especially for young people. They are more comfortable in an online space rather than talking about it with a real-life person. — Jennifer Marsh
 Rape, Abuse and Incest National Network
  33. 33. Who would use Siri for help in a crisis?
  34. 34. Who would use their phone to shop online?
  35. 35. Who would use a computer to talk to strangers?
  36. 36. ‘‘You don’t get to decide which device people use to access the internet: they do. —Karen McGrane
  37. 37. Using Siri in a crisis is an edge case.
  38. 38. Using Siri in a crisis is an edge case.
  39. 39. Using Siri in a crisis is a stress case.
  40. 40. ASSUME
  41. 41. • Users will appreciate our humor. • It’s probably not a big deal if something goes wrong. • This is the most important thing the user is doing right now. • This is simple.
  42. 42. Stress cases help us normalize the unexpected.
  43. 43. A person who received a threat from a stalker, and needs to lock down all their accounts as quickly as possible.
  44. 44. A student whose roommate told them they want to commit suicide, and needs information on what to do.
  45. 45. A person working two jobs who gets into a fender-bender, and is trying to file insurance info late at night after work.
  46. 46. ‘‘Indifference towards people and the reality in which they live is actually the one and only cardinal sin in design. —Dieter Rams
  47. 47. THE WORST design for
  48. 48. The more you talk, the smarter Tay gets.
  49. 49. ‘‘We stress-tested Tay under a variety of conditions, specifically to make interacting with Tay a positive experience. —Peter Lee, Microsoft Research
  50. 50. ‘‘We stress-tested Tay under a variety of conditions, specifically to make interacting with Tay a positive experience. —Peter Lee, Microsoft Research
  51. 51. We do this all the time.
  52. 52. From @RopesToInfinity
  53. 53. From @sallyrooney
  54. 54. “Talk like a human!”
  55. 55. “Make it fun!”
  56. 56. just add
 delight!
  57. 57. flickr.com/photos/3059349393/8000156483/
  58. 58. We are failing real people.
  59. 59. flickr.com/photos/lanuiop/4420606662
  60. 60. flickr.com/photos/salimfadhley/114728742/
  61. 61. ‘‘The failure mode of clever is “asshole.” —John Scalzi
  62. 62. ‘‘It’s 2016. If you’re not asking yourself ‘how could this be used to hurt someone’ in your design/ engineering process, you’ve failed. —Zoe Quinn
  63. 63. We do our best work when we plan for the worst.
  64. 64. REAL LIFE design for
  65. 65. flickr.com/photos/cantoni/17314687602
  66. 66. Reading Math White 528 Black 
 431 White 534 Black 
 428 2015 College Board Total Group Profile Report
  67. 67. 2015 College Board Total Group Profile Report Boys 497 Girls 
 49 3 Boys 527 Girls 
 496 Reading Math White 528 Black 
 431 White 534 Black 
 428
  68. 68. ‘‘Education Testing Services… pretests all potential questions before finalizing a given SAT. It assumes that a “good” question is one that students who score well overall tend to answer correctly, and vice versa. —Jay Rosner
  69. 69. ‘‘… So if, on a particular math question, girls outscore boys or blacks outscore whites, it has almost no chance of making the final cut. This process therefore perpetuates disparities. —Jay Rosner
  70. 70. ‘‘… So if, on a particular math question, girls outscore boys or blacks outscore whites, it has almost no chance of making the final cut. This process therefore perpetuates disparities. —Jay Rosner
  71. 71. This is design. This is content. This is us.
  72. 72. Interfaces affect inputs.
  73. 73. Inputs change outcomes.
  74. 74. Outcomes define norms.
  75. 75. design has
 power flickr.com/photos/vchili/6028132840
  76. 76. how will you 
 use yours? flickr.com/photos/vchili/6028132840
  77. 77. Flickr images used via Creative Commons Attribution license unless otherwise noted. @sara_ann_marie sarawb.com bkaprt.com/dfrl/ thank you. flickr.com/photos/vchili/6028132840

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