Designing for Trust in an Uncertain World An Event Apart DC
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The document discusses the challenges of building trust in a world filled with information overload and discrepancies between beliefs and facts. It highlights the importance of consistency, empowerment, and user engagement in fostering trust and confidence in beliefs and institutions. Ultimately, it suggests that while design alone cannot solve societal issues, it can contribute positively to the conversation around trust.
Designing for Trust in an Uncertain World An Event Apart DC
- 1. DESIGNING FOR TRUST IN AN UNCERTAIN WORLD Margot Bloomstein / @mbloomstein An Event Apart DC #aeadc July 29, 2019
- 2. What do we look for in magic mirrors? ©Cayuga Productions and CBS
- 3. 3 • #aeadc • @mbloomstein We look to see ourselves. We look to see the truth. We hope the images coincide. 3 • #aeadc • @mbloomstein
- 4. 4 • #aeadc • @mbloomstein We look to see ourselves. We look to see the truth. We hope the images coincide. 4 • #aeadc • @mbloomstein consistency
- 5. 5 • #aeadc • @mbloomstein5 • #aeadc • @mbloomstein Internal truths trump external facts
- 6. 6 • #aeadc • @mbloomstein This is our problem. 6 • #aeadc • @mbloomstein
- 7. Rudy Giuliani, August 15, 2016, Youngstown Ohio Trump Foreign Policy Speech
- 8. 8 • #aeadc • @mbloomstein
- 9. 9 • #aeadc • @mbloomstein ©Sam Morrison / www.presidentflopflops.com
- 10. Inconsistency erodes our ability to evaluate and trust. 10 • #aeadc • @mbloomstein
- 11. Insert gut check cycle image Coached skepticism, false equivalency, rampant air quotes ©Fox News
- 12. 12 • #aeadc • @mbloomstein Bill Kovach and Tom Rosenstiel, Blur: How to Know What’s True in the Age of Information Overload. Bloomsbury, New York, 2010, p. 45
- 13. 13 • #aeadc • @mbloomstein Bill Kovach and Tom Rosenstiel, Blur: How to Know What’s True in the Age of Information Overload. Bloomsbury, New York, 2010, p. 47
- 14. 14 • #aeadc • @mbloomstein Do we get comfortable in our faith, or confidently test our beliefs through education? 14 • #aeadc • @mbloomstein
- 15. 15 • #aeadc • @mbloomstein expertise
- 16. 16 • #aeadc • @mbloomstein expertise → homophily
- 17. 17 • #aeadc • @mbloomstein expertise → homophily → narcissism
- 18. 18 • #aeadc • @mbloomstein 63% of the general population finds it difficult to differentiate between real and fake news. Source: 2018 Edelman Trust Barometer
- 19. 19 • #aeadc • @mbloomstein Only 48% of Americans say they believe climate change is mostly due to human activity. Source: Pew Research Center “The Politics of Climate”
- 20. 20 • #aeadc • @mbloomstein Only 40% of Americans say they have a “great deal of confidence” in science. Source: AP-NORC Center study Confidence in Institutions: Trends in Americans’Attitudes toward Government, Media, and Business
- 21. (cc) xkcd, riffing on xkcd.com/208
- 22. 22 • #aeadc • @mbloomstein Inconsistency undermines trust— externally and internally.
- 23. 23 • #aeadc • @mbloomstein Does this information align with my viewpoint?
- 24. 24 • #aeadc • @mbloomstein Do I feel good about this brand?
- 25. 25 • #aeadc • @mbloomstein Does this brand make me feel good about myself?
- 26. ValidationDeliberation 26 • #aeadc • @mbloomstein
- 27. Courage in our convictions Belief 27 • #aeadc • @mbloomstein
- 28. Courage in our convictions Belief 28 • #aeadc • @mbloomstein
- 29. “Feels right” empirical fact > 29 • #aeadc • @mbloomstein
- 30. 30 • #aeadc • @mbloomstein ©Jana Birchum for The Austin Chronicle; from March 12, 2017 panel Good Night and Good Luck: Media in Election Years at SXSW
- 31. 31 • #aeadc • @mbloomstein How we form our beliefs affects our reality more than what we already believe 31 • #aeadc • @mbloomstein
- 32. 32 • #aeadc • @mbloomstein Cultural predisposition > confirmation bias Vaccine hesitancy study source: Smith, David, Katie Attwell, and Paul Ward. “The Unhealthy Other”: How Vaccine Rejecting Parents Construct the Vaccinating Mainstream, Vaccine Volume 36, Issue 12, March 14, 2018, p. 1621 – 1626. 32 • #aeadc • @mbloomstein
- 33. 33 • #aeadc • @mbloomstein Empowerment reflects and rebuilds trust
- 34. 34 • #aeadc • @mbloomstein Voice Volume Vulnerability
- 35. 35 • #aeadc • @mbloomstein Voice
- 37. 37 • #aeadc • @mbloomstein
- 38. 38 • #aeadc • @mbloomstein
- 39. 39 • #aeadc • @mbloomstein
- 40. 40 • #aeadc • @mbloomstein
- 41. 41 • #aeadc • @mbloomstein
- 42. 42 • #aeadc • @mbloomstein
- 43. 43 • #aeadc • @mbloomstein Voice: champion familiarity over precision and consistency over novelty
- 44. 44 • #aeadc • @mbloomstein Voice Volume
- 45. 45 • #aeadc • @mbloomstein
- 46. 46 • #aeadc • @mbloomstein
- 47. 47 • #aeadc • @mbloomstein
- 48. 48 • #aeadc • @mbloomstein Users can appreciate slow experiences. they’re engaged, anticipating, creating memories.
- 49. 49 • #aeadc • @mbloomstein
- 50. 50 • #aeadc • @mbloomstein
- 51. 51 • #aeadc • @mbloomstein Courage in our convictions Empirical proof 51 • #aeadc • @mbloomstein
- 52. 52 • #aeadc • @mbloomstein
- 53. ©Yunghi Kim, Contact Press
- 54. 54 • #aeadc • @mbloomstein Voice Volume: offer enough detail to convey a complete story and make the user feel smart
- 55. 55 • #aeadc • @mbloomstein Voice Volume Vulnerability
- 59. 59 • #aeadc • @mbloomstein COOK’S ILLUSTRATED EXAMPLE
- 60. 60 • #aeadc • @mbloomstein COOK’S ILLUSTRATED EXAMPLE
- 61. 61 • #aeadc • @mbloomstein ADD OUTSIDE YOUR BUBBLE
- 62. 62 • #aeadc • @mbloomstein Voice Volume Vulnerability: compare, don’t exclude, and prototype in public to work with users, not for them
- 63. 63 • #aeadc • @mbloomstein To regain trust, we must empower people and build their confidence—in themselves and in their ability to learn and shift beliefs as they take in new information.
- 64. 64 • #aeadc • @mbloomstein Voice: champion familiarity over precision and consistency over novelty Volume: offer enough detail to convey a complete story and make the user feel smart Vulnerability: compare, don’t exclude, and prototype in public to work with users, not for them
- 65. 65 • #aeadc • @mbloomstein Do we live in a post-fact era?
- 66. 66 • #aeadc • @mbloomstein Do we live in a post-fact era? When was the fact era?
- 67. 67 • #aeadc • @mbloomstein ©CBS
- 68. 68 • #aeadc • @mbloomstein Design won’t save the world— but it may make it more worth saving.
- 69. Margot Bloomstein @mbloomstein margot@appropriateinc.com All this and more: slideshare.com/mbloomstein → TRUSTWORTHY BOOK COMING SOON THANK YOU