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Designing for trust intersection 2015 gerry mc govern

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Designing for Trust Gerry McGovern presentation at Interaction 15, Berlin

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Designing for trust intersection 2015 gerry mc govern

  1. 1. Designing for Trust April 30, 2015 Gerry McGovern gerry@customercarewords.com www.customercarewords.com @gerymcgovern
  2. 2. 2© Customer Carewords Ltd. customercarewords.com
  3. 3. 3© Customer Carewords Ltd. customercarewords.com Trust in US Government
  4. 4. Trust in the EU 72% 50% 58% 32% 36% 17% 0% 10% 20% 30% 40% 50% 60% 70% 80% 2007 2011 Belgium Italy UK Eurobarometer
  5. 5. COMPLEXITY 2015
  6. 6. 0% 10% 20% 30% 40% 50% 60% 70% A Person Like Yourself CEO 2015
  7. 7. 8© Customer Carewords Ltd. customercarewords.com 0% 10% 20% 30% 40% 50% 60% 70% 80% 2000 2005 2010 2015 Me & My Peers Vs Organizations Me & My Peers Organizations
  8. 8. 9© Customer Carewords Ltd. customercarewords.com Towers Watson Global Workforce Study 2014 Trust 55% Distrust 45% US Worker Trust in Senior Leaders 2014
  9. 9. 10© Customer Carewords Ltd. customercarewords.com 2014
  10. 10. © 2014, Search for a Simpler Way: Future of Work Study
  11. 11. 0% 40% 100% 100% 60% 100% 230% 350% 480% 535% 3% 6% 9% 12% 15% 18% 21% 24% 28% 32% 1990 1991 1992 1993 1994 1995 1996 1997 1998 1999 HOW THE TOP 1% BECAME THE 1% CEO PAY WORKER PAY
  12. 12. 0% 40% 100% 100% 60% 100% 230% 350% 480% 535% 0% 30% 40% 50% 60% 75% 100% 130% 220% 300% 0% 10% 20% 30% 50% 75% 95% 105% 110% 115% 3% 6% 9% 12% 15% 18% 21% 24% 28% 32% 0% 3% 6% 9% 12% 15% 18% 21% 24% 27% 1990 1991 1992 1993 1994 1995 1996 1997 1998 1999 HOW THE TOP 1% BECAME THE 1% CEO Pay S&P 500 Corp Profits Worker Pay Inflation CEO PAY WORKER PAY, INFLATION STOCK MARKET PROFITS
  13. 13. E t h i c a l S k e p ti c al An aly tic al Cy nic al Dis loy al Mill enn ial
  14. 14. 15© Customer Carewords Ltd. customercarewords.com 27.50% 29.60% 30.90% 38.30% 28.90% 32% 32.70% 42.20% MILLENIALS GENERATION X BABY BOOMERS TRADITIONALISTS US Employee Engagement by Generation, 2013 vs 2014 2013 2014
  15. 15. “On the Internet, nobody knows you’re a dog.”“Remember when, on the Internet, nobody knew who you were?”
  16. 16. “Styling for its own sake is a lazy 20th- Century conceit.” James Dyson
  17. 17. 18© Customer Carewords Ltd. customercarewords.com
  18. 18. 20 The World’s Very First Website (1992) 2014
  19. 19. 21© Customer Carewords Ltd. customercarewords.com 2013 Best Design of the Year
  20. 20. We focus on user needs. RELENT LESSLY
  21. 21. 23© Customer Carewords Ltd. customercarewords.com
  22. 22. 24© Customer Carewords Ltd. customercarewords.com “Of US government sites, the IRS is rated most frustrating, with Healthcare.gov ranked as the easiest, just edging out the Department of Motor Vehicles.” AnswerDash survey, 2014
  23. 23. 25© Customer Carewords Ltd. customercarewords.com
  24. 24. 26© Customer Carewords Ltd. customercarewords.com
  25. 25. 27© Customer Carewords Ltd. customercarewords.com During treatment for a stomach ulcer, Deborah Knifton was devastated to find out that she had stomach cancer. At the age of 40, she had surgery to remove her stomach.
  26. 26. 28© Customer Carewords Ltd. customercarewords.com
  27. 27. 29© Customer Carewords Ltd. customercarewords.com “dublin sunrise”
  28. 28. 30© Customer Carewords Ltd. customercarewords.com
  29. 29. 31© Customer Carewords Ltd. customercarewords.com
  30. 30. 32© Customer Carewords Ltd. customercarewords.com
  31. 31. 33© Customer Carewords Ltd. customercarewords.com
  32. 32. 34© Customer Carewords Ltd. customercarewords.com
  33. 33. 35© Customer Carewords Ltd. customercarewords.com
  34. 34. 36
  35. 35. 37© Customer Carewords Ltd. customercarewords.com @gerrymcgovern
  36. 36. 38© Customer Carewords Ltd. customercarewords.com +353 87 238 6136 @gerrymcgovern gerry@customercarewords.com Thank you customercarewords.comWWW.

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