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Design friction: Make me think

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When designing products, a lot of effort always goes into reducing the friction to make user journeys smoother and stickier. But is design friction always against the interests of the user? In this presentation, I talked about how friction can be used to help users to stay in control of their actions.

Positive frictions (similar to the concept of micro-boundaries) are defined by human-computer interaction researchers at UCL as frictions that “can disrupt mindless automatic interactions, prompting moments of reflection and more mindful interaction”.

Positive frictions make interactions better - not because they help users achieve their goals quicker and more efficiently - but because they put users in control of their actions and help raise their awareness. In this session, I also showed some examples of using positive friction to prevent errors, improve efficiency, create a better life balance, design more helpful products and increase efficiency.

This talk was originally given at UX Cambridge on 12th September 2018.

Published in: Design
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Design friction: Make me think

  1. 1. DESIGN Make me think! FRICTION @CRVIGANO
  2. 2. CRISTINA VIGANÒ @CRVIGANO SENIOR UX DESIGNER AT
  3. 3. ? DESIGN what are FRICTIONS
  4. 4. Motion Pushing force Friction
  5. 5. MAKE ME THINK Cristina Viganò The amazing power of positive friction New edition VS
  6. 6. 10 usability heuristics 1. Visibility of system status 2. Match between system and the real world 3. User control and freedom 4. Consistency and standards 5. Error prevention 6. Recognition rather than recall 7. Flexibility and efficiency of use 8. Aesthetic and minimalist design 9. Help users recognize, diagnose, and recover from errors 10. Help and documentation
  7. 7. 10 usability heuristics 1. Visibility of system status 2. Match between system and the real world 3. User control and freedom 4. Consistency and standards 5. Error prevention 6. Recognition rather than recall 7. Flexibility and efficiency of use 8. Aesthetic and minimalist design 9. Help users recognize, diagnose, and recover from errors 10. Help and documentation
  8. 8. Positive frictions in design can disrupt mindless automatic interactions, prompting moments of reflection and more mindful interaction.  Design Frictions for Mindful Interactions: The Case for Microboundaries
  9. 9. MINDFUL?
  10. 10. Getting our ATTENTION
  11. 11. Getting too much ATTENTION
  12. 12. ATTENTION vs MINDFULNESS
  13. 13. FAST UNCONSCIOUS AUTOMATIC SLOW CONSCIOUS EFFORTFUL Exercise 1 Exercise 2
  14. 14. FAST UNCONSCIOUS AUTOMATIC Exercise 1
  15. 15. SLOW CONSCIOUS EFFORTFUL Exercise 2
  16. 16. FAST UNCONSCIOUS AUTOMATIC SLOW CONSCIOUS EFFORTFUL System 1 System 2
  17. 17. FAST UNCONSCIOUS AUTOMATIC System 1 System 2 EVERYDAY DECISIONS ERROR PRONE SLOW CONSCIOUS EFFORTFUL COMPLEX DECISIONS RELIABLE
  18. 18. Lack of CONSCIUOSNESS
  19. 19. malicious EXPLOITMENT
  20. 20. WHY WE positive FRICTION
  21. 21. ERROR prevention 1
  22. 22. Gmail
  23. 23. Zeplin
  24. 24. LIFE balance 2
  25. 25. Slack
  26. 26. https://www.apple.com/newsroom/2018/06/ios-12-introduces-new-features-to-reduce-interruptions-and-manage-screen-time/
  27. 27. https://www.apple.com/newsroom/2018/06/ios-12-introduces-new-features-to-reduce-interruptions-and-manage-screen-time/
  28. 28. https://www.apple.com/newsroom/2018/06/ios-12-introduces-new-features-to-reduce-interruptions-and-manage-screen-time/
  29. 29. A Phone Setup That Will Make You More Mindful
  30. 30. http://humanetech.com/take-control/
  31. 31. HELPFUL technology 3
  32. 32. the CASHLESS EFFECT
  33. 33. https://monzo.com/blog/2017/01/27/designing-product-mental-health-mind/
  34. 34. EFFICIENCY increased4
  35. 35. Mathe Alarm
  36. 36. SATISFACTION higher5
  37. 37. whattpad.com
  38. 38. FRICTION done WRONG
  39. 39. Spotify
  40. 40. Spotify
  41. 41. Spotify
  42. 42. Spotify
  43. 43. Spotify
  44. 44. Spotify
  45. 45. Spotify
  46. 46. Spotify
  47. 47. Spotify
  48. 48. Waze
  49. 49. Draw your users’ journeys Highlight pain points Judge pros and cons
  50. 50. LET’S get to WORK!
  51. 51. Choose a scenario1 Scenario 1: The workaholic one Someone who goes on holiday, but cannot switch off completely and keeps checking emails and work- related communications. Scenario 2: The impulsive one Someone who is impulsive and replies to emails / messages straight away when they are angry, only to regret it after one hour. Scenario 3: The forgetful one Someone who sets themselves reminders, but still forgets stuff immediately after having turned off the reminder. WORK-LIFE BALANCE HELPFUL TECHNOLOGY INCREASE EFFICIENCY
  52. 52. Draw your persona2 Name Job Family
  53. 53. Draw your persona2 Technology Typical behaviour Frustrations Motivations
  54. 54. Create your user journey3 Step 1 Step 2 Step 3 Step 4
  55. 55. Create your user journey3 Bill is choosing what to eat Bill’s wife goes to order at the bar While waiting, Bill picks up the phone Bill opens his work email
  56. 56. Identify the level of awareness4 Bill is choosing what to eat Bill’s wife goes to order at the bar While waiting, Bill picks up the phone Bill opens his work email SYSTEM 2 SYSTEM 1
  57. 57. Identify the pain point(s)5 Bill is choosing what to eat Bill’s wife goes to order at the bar While waiting, Bill picks up the phone Bill opens his work email SYSTEM 2 SYSTEM 1 PAIN POINT
  58. 58. Identify the pain point(s)5 Bill is choosing what to eat Bill’s wife goes to order at the bar While waiting, Bill picks up the phone Bill opens his work email SYSTEM 2 SYSTEM 1 He feels bored He is alone PAIN POINT
  59. 59. Draw your friction6
  60. 60. Refine your best idea7
  61. 61. It’s time TO SHARE
  62. 62. WRAPPING UP…
  63. 63. What are design frictions Why we need them How they can help us When they are not right
  64. 64. Reading list 1. Thinking, fast and slow - Daniel Kahneman 2. Design Frictions for Mindful Interactions: The Case for Microboundaries - Cox, Anna L.; Gould, Sandy J.J.; Cecchinato, Marta E.; Iacovides, Ioanna and Renfree, Ian 3. How Technology is Hijacking Your Mind — from a Magician and Google Design Ethicist - Tristan Harris 4. Center for humane technology humanetech.com - Tristan Harris 5. Evil by design - Chris Nodder 6. Dark Patterns http://darkpatterns.org - Harry Brignull
  65. 65. Thank you! @CRVIGANO

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