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h Hooked
 
 @nireyal k
Products  can  profoundly  
 CHANGE  OUR  BEHAVIORS.
100’s  of  millions  of   users… …and  100’s  of     millions  of  dollars.
? NS T AT P R E
I  wrote  this  … …  more  at:   NirAndFar.com
Vitamins OR Pain Killers?
PAIN  KILLERS  address  a   burning  need.
VITAMINS  are     “nice  to  have.”
Vitamins OR Pain Killers?
With  habit-­‐forming  technology PLEASURE  SEEKING behavior becomes PAIN  ALLEVIATING behavior
What  do  we  mean  by  PAIN?  
Close  your  eyes.
HOW DID YOU FEEL?
When  we  FEEL  AN  ITCH we  seek  to  SCRATCH  IT.
The  SOLUTION  TO  
 OUR  DISCOMFORT  
 is  found  in  the  product’s  use.
We  are  not  designing  for  addiction   Do  not  design  for  addiction. NOT  must  be  in  graphic  
hab·it A  BEHAVIOR  DONE  WITH LITTLE  OR  NO  
 CONSCIOUS   THOUGHT
HEALTHTAP LUMO POCKET REFRESH.IO EMODT Habits can be used for good. REV 7 CUPS BIA PANTRY LABS
1.  FREQUENCY    Source:  Judah,  G;  Gardner,  B;  Aunger,  R;  2013
2.  ATTITUDE  CHANGE    Source:  Judah,  G;  Gardner,  B;  Aunger,  R;  2013
Harnessing   HABITS   can  be   VERY  GOOD FOR  BUSINESS.
Creating  consumer  habits  drives  
 HIGHER  CUSTOMER LIFETIME  VALUE  (CLTV).
Creating  consumer  habits  gives  companies   GREATER  FLEXIBILITY TO  INCREASE  PRICES.
Creating  consumer  habits  
 SUPERCHARGES GROWTH.
Creating  consumer  habits INCREASES  DEFENSIBILITY.
HARD  WORK However,  forming  new  habits  is  
AND  EXCEPTIONALLY  RARE.
But  if  your  business  requires     “unprompted  user  engagement,”
A  design  pattern  to  help
 FORM  BETTER  PRODUCT   HYPOTHESES.
BUILDING  IS EXPENSIVE      
INCREASE  YOUR  ODDS  OF  SUCCESS.
h k The$HOOK$is$an$experience$designed$to$ connect$the$user’s$problem$to$your$solu7on.$
h with%enough%% FREQUENCY%% to%% FORM+A+HABIT.+ k
k h A"Hook"has"4"parts:"
A  -­‐  A  hook  has  4  parts:   T   -­‐  Trigger   A  -­‐  Action   R   -­‐  Reward   I -­‐  Investment
h k
HABITS  ARE  
 BUILT  UPON  
 like  the  layers  of  a   pearl.
Triggers  come  in  two  flavors:
 EXTERNAL  &  
 INTERNAL
EXTERNAL  TRIGGERS
 The  information  for  what  to  do  next     is  within  the  trigger. Billboards SO DA
Optimizing  external  triggers  =     Growth  Hacking
INTERNAL  TRIGGERS
 The  information  for  what  to  do  next  is  informed  
 through  an  association  in  the  user’s  ...
Negative  emotions  are  POWERFUL  INTERNAL  TRIGGERS. lonesome indecisive powerless tense dissatisfied confused inferior...
People  who  are  DEPRESSED  CHECK  EMAIL  MORE  OFTEN.    Source:  Kotikalapudi  et  al  2012
When  we  feel  LONELY  we  use
When  we  feel  UNSURE  we    use                                                
When  we  are  BORED  we  use                                      
Do you know your customer’s INTERNAL TRIGGER?
What  triggers  make                                                  so  habit-­‐forming?
 external  triggers
solves  the  pain of  losing  the  moment.
But                                                is   also  a  social  network. Lonely Stressed Curious Urge to prese...
h k
The SIMPLEST  ACTION in  anticipation  of  a  reward.
Scroll
Search
Play
According  to  BJ  Fogg,  for  any  behavior  to  occur,  we   need  MOTIVATION,  ABILITY,  and  a  TRIGGER b=m+a+t
mo·ti·va·tion “THE  ENERGY  FOR  ACTION” -­‐Edward  Deci
THERE  ARE  SIX  FACTORS   THAT  CAN  INCREASE   MOTIVATION. Seeking Pleasure
 Avoiding Pain
 Seeking Hope
 Avoiding Fear...
Seeking  HOPE
Seeking  PLEASURE
Avoiding  FEAR

 Seeking  ACCEPTANCE
ABILITY the capacity to do a particular action
Time% $ Money% Physical%effort% % Six$factors$can$increase$or$decrease$ability. Brain%cycles% Social%deviance% Non8rou...
Level  of  of  motivation  and  ability   determines  if  action  will  occur. MOTIVATION TRIGGER   SUCCEEDS TRIGGER ...
Simplicity is a function of your scarcest resource at that moment. -­‐BJ  Fogg
through  the  years 2009 2010 2011 2012 2013
through  the  years 2009 2010 2011 2012 2013
through  the  years 2009 2010 2011 2012 2013
h k
   Source:  Olds  and  Milner,  1945 It  all  starts  with  the NUCLEUS   ACCUMBENS studied  by  Olds  &  Milner.
The  nucleus  accumbens  
 is  activated  when  
 we  crave.
Were Olds & Milner stimulating pleasure? Not exactly.
They  were  stimulating  the  
 STRESS  OF  DESIRE.
Our  reward  system  activates  
 with  anticipation Source:  Knutson  et  al  2001    
…  and  calms  when  
 we  get  what  we  want. Source:  Knutson  et  al  2001
That’s  the  ITCH we  seek  to  SCRATCH.
There  is  a  way  to  supercharge  the  stress  of  desire.
THE  UNKNOWN IS  FASCINATING. Variability  causes  us  to     focus  and  engagement
…and  increases  behavior.
The  nucleus  accumbens  is   stimulated  by  variability.
3  types  of  VARIABLE  REWARDS TRIBE HUNT SELF Habit-­‐forming  tech  uses  1  OR  MORE
SEARCH  FOR SOCIAL  REWARDS TRIBE
empathetic joy partnership competition
We  Like  social  rewards.
We  LOVE  our  tribes.
We  value  recognition  and  cooperation
SEARCH  FOR RESOURCES HUNT
Stems  from  the  hunt  for  food  and  resources
Hunt  for  variable  material  rewards
Hunt  for  variable  material  rewards
Hunt  
 for  variable   information  
 rewards.
Hunters  on scroll  pages.
SEARCH  FOR SELF-­‐ACHIEVEMENT SELF
Leveling-­‐up  reflects  MASTERY  and  COMPETENCY.
Inbox  or  task  management  reflects  
 CONSISTENCY  and  COMPLETION.
WARNING Variable  rewards  are  not  a  free  pass.  
 Your  product  still  must  address  the  itch.
Build  variable  rewards  that  scratch  the  users  itch,   but  leave  them  wanting  more.
h k
Users  “invest”  for  future  benefits. Money Social Capital Personal Data Time Emotional Commitment Effort
Investments increase the likelihood of the next pass through the Hook in 
 TWO
 ways.
1. INVESTMENTS   LOAD  THE   NEXT  TRIGGER                OF  THE  HOOK.
Each  new  message  posted  on
is  an  open   invitation  for  an   external  trigger  to   be  returned.
Loading  the  next  trigger  with  Pin  It  button  
The                                  Hook External  Trigger:     Facebook,  Twitter,  WOM Interesting  objects  (Hunt) ...
The                                  Hook External  Trigger:     Emails  and  notifications   Internal  Trigger:   Fear  ...
2. INVESTMENTS  STORE  VALUE,  
 improving  the  product  with  use.
CONTENT
DATA
FOLLOWERS
REPUTATION 30
! INVESTMENTS! CREATES ! PREFERENCE.
We  value  things  more  when put  work  in  them. 3rd Party Bids $0.05 Expert Origami $0.27    Source:  Ariely,  Mo...
As  we  invest,  we  seek  to  be     consistent  with  our  past  behaviors. Group 1 Group 2    Source:  Freedman  &  ...
Changing  attitude   and  perception  to   avoid  COGNITIVE   DISSONANCE.    Source:  Jon  Esler,  1983
We  change  our   preferences,   tastes  and   attitudes.
h k The$HOOK$is$an$experience$designed$to$ connect$the$user’s$problem$to$your$solu7on.$
Each  pass  through  the  Hook  helps  
 SHAPE  USER  PREFERENCES  AND  ATTITUDES.
h With%enough%frequency,% A"HABIT"IS"FORMED." k
A  -­‐  A  hook  has  4  parts:   T   -­‐  Trigger   A  -­‐  Action   R   -­‐  Reward   I -­‐  Investment
The  HOOK  Canvas 1.  What  internal  trigger  is               the  product  addressing?   2.  What  external  trigger  ...
THE  MORALITY OF  MANIPULATION
Designing  
 habit-­‐forming     products  is  a  form   of  manipulation.
Users  take  our  technologies  to  bed.
They  check  our  devices  before  saying  “good   morning”  to  loved  ones.
Quite  possibly,  the    
 “CIGARETTE  OF  
 THIS  CENTURY.”
 -­‐  Ian  Bogust
What   RESPONSIBILITY   do  we  have  when   changing  user  behavior?
THE  WORLD  IS  FULL  OF  PROBLEMS  TO  FIX. Help  others  find  meaning.  Engage  them  in   something  important.
Build  the   CHANGE you  want  to  see  in THE  WORLD.
Read  this  … …  more  at:   NirAndFar.com
h 1.  Take  the  survey.   k www.OpinionTo.Us   ! 2.  Get  the  slides. @nireyal   www.nirandfar.com
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Hooked Model

  1. h Hooked
 
 @nireyal k
  2. Products  can  profoundly  
 CHANGE  OUR  BEHAVIORS.
  3. 100’s  of  millions  of   users… …and  100’s  of     millions  of  dollars.
  4. ? NS T AT P R E
  5. I  wrote  this  … …  more  at:   NirAndFar.com
  6. Vitamins OR Pain Killers?
  7. PAIN  KILLERS  address  a   burning  need.
  8. VITAMINS  are     “nice  to  have.”
  9. Vitamins OR Pain Killers?
  10. With  habit-­‐forming  technology PLEASURE  SEEKING behavior becomes PAIN  ALLEVIATING behavior
  11. What  do  we  mean  by  PAIN?  
  12. Close  your  eyes.
  13. HOW DID YOU FEEL?
  14. When  we  FEEL  AN  ITCH we  seek  to  SCRATCH  IT.
  15. The  SOLUTION  TO  
 OUR  DISCOMFORT  
 is  found  in  the  product’s  use.
  16. We  are  not  designing  for  addiction   Do  not  design  for  addiction. NOT  must  be  in  graphic  
  17. hab·it A  BEHAVIOR  DONE  WITH LITTLE  OR  NO  
 CONSCIOUS   THOUGHT
  18. HEALTHTAP LUMO POCKET REFRESH.IO EMODT Habits can be used for good. REV 7 CUPS BIA PANTRY LABS
  19. 1.  FREQUENCY    Source:  Judah,  G;  Gardner,  B;  Aunger,  R;  2013
  20. 2.  ATTITUDE  CHANGE    Source:  Judah,  G;  Gardner,  B;  Aunger,  R;  2013
  21. Harnessing   HABITS   can  be   VERY  GOOD FOR  BUSINESS.
  22. Creating  consumer  habits  drives  
 HIGHER  CUSTOMER LIFETIME  VALUE  (CLTV).
  23. Creating  consumer  habits  gives  companies   GREATER  FLEXIBILITY TO  INCREASE  PRICES.
  24. Creating  consumer  habits  
 SUPERCHARGES GROWTH.
  25. Creating  consumer  habits INCREASES  DEFENSIBILITY.
  26. HARD  WORK However,  forming  new  habits  is  
  27. AND  EXCEPTIONALLY  RARE.
  28. But  if  your  business  requires     “unprompted  user  engagement,”
  29. A  design  pattern  to  help
 FORM  BETTER  PRODUCT   HYPOTHESES.
  30. BUILDING  IS EXPENSIVE      
  31. INCREASE  YOUR  ODDS  OF  SUCCESS.
  32. h k The$HOOK$is$an$experience$designed$to$ connect$the$user’s$problem$to$your$solu7on.$
  33. h with%enough%% FREQUENCY%% to%% FORM+A+HABIT.+ k
  34. k h A"Hook"has"4"parts:"
  35. A  -­‐  A  hook  has  4  parts:   T   -­‐  Trigger   A  -­‐  Action   R   -­‐  Reward   I -­‐  Investment
  36. h k
  37. HABITS  ARE  
 BUILT  UPON  
 like  the  layers  of  a   pearl.
  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. Optimizing  external  triggers  =     Growth  Hacking
  41. INTERNAL  TRIGGERS
 The  information  for  what  to  do  next  is  informed  
 through  an  association  in  the  user’s  memory.
  42. Negative  emotions  are  POWERFUL  INTERNAL  TRIGGERS. lonesome indecisive powerless tense dissatisfied confused inferior fatigued discouraged fear  of  loss bored lost
  43. People  who  are  DEPRESSED  CHECK  EMAIL  MORE  OFTEN.    Source:  Kotikalapudi  et  al  2012
  44. When  we  feel  LONELY  we  use
  45. When  we  feel  UNSURE  we    use                                                
  46. When  we  are  BORED  we  use                                      
  47. Do you know your customer’s INTERNAL TRIGGER?
  48. What  triggers  make                                                  so  habit-­‐forming?
  49.  external  triggers
  50. solves  the  pain of  losing  the  moment.
  51. But                                                is   also  a  social  network. Lonely Stressed Curious Urge to preserve Bored Insecurity
  52. h k
  53. The SIMPLEST  ACTION in  anticipation  of  a  reward.
  54. Scroll
  55. Search
  56. Play
  57. According  to  BJ  Fogg,  for  any  behavior  to  occur,  we   need  MOTIVATION,  ABILITY,  and  a  TRIGGER b=m+a+t
  58. mo·ti·va·tion “THE  ENERGY  FOR  ACTION” -­‐Edward  Deci
  59. THERE  ARE  SIX  FACTORS   THAT  CAN  INCREASE   MOTIVATION. Seeking Pleasure
 Avoiding Pain
 Seeking Hope
 Avoiding Fear
 Seeking Acceptance
 Avoiding Rejection Source:  Dr.  BJ  Fogg,  Stanford  University    
  60. Seeking  HOPE
  61. Seeking  PLEASURE
  62. Avoiding  FEAR
  63. 
 Seeking  ACCEPTANCE
  64. ABILITY the capacity to do a particular action
  65. Time% $ Money% Physical%effort% % Six$factors$can$increase$or$decrease$ability. Brain%cycles% Social%deviance% Non8rou:ne% Source:%Dr.%BJ%Fogg,%Stanford%University%
  66. Level  of  of  motivation  and  ability   determines  if  action  will  occur. MOTIVATION TRIGGER   SUCCEEDS TRIGGER   FAILS Fogg  Behavior  Model ABILITY Source:  Dr.  BJ  Fogg,  Stanford  University
  67. Simplicity is a function of your scarcest resource at that moment. -­‐BJ  Fogg
  68. through  the  years 2009 2010 2011 2012 2013
  69. through  the  years 2009 2010 2011 2012 2013
  70. through  the  years 2009 2010 2011 2012 2013
  71. h k
  72.    Source:  Olds  and  Milner,  1945 It  all  starts  with  the NUCLEUS   ACCUMBENS studied  by  Olds  &  Milner.
  73. The  nucleus  accumbens  
 is  activated  when  
 we  crave.
  74. Were Olds & Milner stimulating pleasure? Not exactly.
  75. They  were  stimulating  the  
 STRESS  OF  DESIRE.
  76. Our  reward  system  activates  
 with  anticipation Source:  Knutson  et  al  2001    
  77. …  and  calms  when  
 we  get  what  we  want. Source:  Knutson  et  al  2001
  78. That’s  the  ITCH we  seek  to  SCRATCH.
  79. There  is  a  way  to  supercharge  the  stress  of  desire.
  80. THE  UNKNOWN IS  FASCINATING. Variability  causes  us  to     focus  and  engagement
  81. …and  increases  behavior.
  82. The  nucleus  accumbens  is   stimulated  by  variability.
  83. 3  types  of  VARIABLE  REWARDS TRIBE HUNT SELF Habit-­‐forming  tech  uses  1  OR  MORE
  84. SEARCH  FOR SOCIAL  REWARDS TRIBE
  85. empathetic joy partnership competition
  86. We  Like  social  rewards.
  87. We  LOVE  our  tribes.
  88. We  value  recognition  and  cooperation
  89. SEARCH  FOR RESOURCES HUNT
  90. Stems  from  the  hunt  for  food  and  resources
  91. Hunt  for  variable  material  rewards
  92. Hunt  for  variable  material  rewards
  93. Hunt  
 for  variable   information  
 rewards.
  94. Hunters  on scroll  pages.
  95. SEARCH  FOR SELF-­‐ACHIEVEMENT SELF
  96. Leveling-­‐up  reflects  MASTERY  and  COMPETENCY.
  97. Inbox  or  task  management  reflects  
 CONSISTENCY  and  COMPLETION.
  98. WARNING Variable  rewards  are  not  a  free  pass.  
 Your  product  still  must  address  the  itch.
  99. Build  variable  rewards  that  scratch  the  users  itch,   but  leave  them  wanting  more.
  100. h k
  101. Users  “invest”  for  future  benefits. Money Social Capital Personal Data Time Emotional Commitment Effort
  102. Investments increase the likelihood of the next pass through the Hook in 
 TWO
 ways.
  103. 1. INVESTMENTS   LOAD  THE   NEXT  TRIGGER                OF  THE  HOOK.
  104. Each  new  message  posted  on
  105. is  an  open   invitation  for  an   external  trigger  to   be  returned.
  106. Loading  the  next  trigger  with  Pin  It  button  
  107. The                                  Hook External  Trigger:     Facebook,  Twitter,  WOM Interesting  objects  (Hunt) Re-­‐pin,  follow,     comment Scroll (Early  User  –  “Consumer”  )
  108. The                                  Hook External  Trigger:     Emails  and  notifications   Internal  Trigger:   Fear  of  losing  content,  boredom What  did  friend  post?  (Tribe)   Interesting  objects  (Hunt) Install  Pin  It  button,  Pin,     Re-­‐pin,  follow,     comment (Experienced  User  –  “Curators”) Log-­‐in
  109. 2. INVESTMENTS  STORE  VALUE,  
 improving  the  product  with  use.
  110. CONTENT
  111. DATA
  112. FOLLOWERS
  113. REPUTATION 30
  114. ! INVESTMENTS! CREATES ! PREFERENCE.
  115. We  value  things  more  when put  work  in  them. 3rd Party Bids $0.05 Expert Origami $0.27    Source:  Ariely,  Mochon,  and  Norton,  2012 Self-made Origami $0.23
  116. As  we  invest,  we  seek  to  be     consistent  with  our  past  behaviors. Group 1 Group 2    Source:  Freedman  &  Fraser,  1966 76% 17%
  117. Changing  attitude   and  perception  to   avoid  COGNITIVE   DISSONANCE.    Source:  Jon  Esler,  1983
  118. We  change  our   preferences,   tastes  and   attitudes.
  119. h k The$HOOK$is$an$experience$designed$to$ connect$the$user’s$problem$to$your$solu7on.$
  120. Each  pass  through  the  Hook  helps  
 SHAPE  USER  PREFERENCES  AND  ATTITUDES.
  121. h With%enough%frequency,% A"HABIT"IS"FORMED." k
  122. A  -­‐  A  hook  has  4  parts:   T   -­‐  Trigger   A  -­‐  Action   R   -­‐  Reward   I -­‐  Investment
  123. 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? 5.  What  “bit  of  work”  is  done   to  increase  the  likelihood  of   returning? 3.  What  is  the  simplest   behavior  in  anticipation   of  reward?
  124. THE  MORALITY OF  MANIPULATION
  125. Designing  
 habit-­‐forming     products  is  a  form   of  manipulation.
  126. Users  take  our  technologies  to  bed.
  127. They  check  our  devices  before  saying  “good   morning”  to  loved  ones.
  128. Quite  possibly,  the    
 “CIGARETTE  OF  
 THIS  CENTURY.”
 -­‐  Ian  Bogust
  129. What   RESPONSIBILITY   do  we  have  when   changing  user  behavior?
  130. THE  WORLD  IS  FULL  OF  PROBLEMS  TO  FIX. Help  others  find  meaning.  Engage  them  in   something  important.
  131. Build  the   CHANGE you  want  to  see  in THE  WORLD.
  132. Read  this  … …  more  at:   NirAndFar.com
  133. h 1.  Take  the  survey.   k www.OpinionTo.Us   ! 2.  Get  the  slides. @nireyal   www.nirandfar.com

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