hcid2011 - persuasion, trust and the bottom line - rob gillham (foolproof)
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One of the many talks at hcid2011 held at City University London on 19th April 2011TRANSCRIPT
Engineering Persuasion, Emotion & Trust
The Strategy of Persuasive Design
Robert Gillham
19th April 2011
Why Consumer Experience (as opposed to ‘usability’) is Important
79% of consumers will commit to a deeper brand
relationship – through product or service adoption – after a
satisfying online experience
2
59% of customers will stop doing business with the brand
after just one bad experience in any channel
IBM customer study
Initial relationship-building is increasingly in the hands of the customer
Online &
3
Salesman StoreOnline &
Self-serve
Is a “rational” person a cool, unemotional user of logic?
4
Persuasion, Emotion & Trust?
Persuasion
• Communication intended to induce belief or action
• Process of guiding someone toward
Emotion
• Defined loosely as a physiological state of arousal
• Triggered by beliefs about
Trust
• To have faith or confidence in something or someone
someone toward the adoption of an idea, attitude, or action by rational and symbolic means
• Not coercive
5
beliefs about something
• Has cognitive, physiological, social, and behavioural aspects
“Six Weapons of Influence”
• Reciprocity
• Commitment Consistency
• Social Proof
6
• Social Proof
• Authority
• Liking
• Scarcity
Robert B. Cialdini “Influence: The Psychology of Persuasion”
• Reciprocity
• Commitment Consistency
• Social Proof
• Authority
• Liking
• Scarcity
• People tend to return a favour
• Scarcity
7
• People behave more
consistently when they have
committed to something
• Reciprocity
• Commitment Consistency
• Social Proof
• Authority
• Liking
• Scarcity• Scarcity
8
• People are more likely to do
what everyone else is doing
• Reciprocity
• Commitment Consistency
• Social Proof
• Authority
• Liking
• Scarcity• Scarcity
9
• People will obey perceived
figures of authority
• Reciprocity
• Commitment Consistency
• Social Proof
• Authority
• Liking
• Scarcity• Scarcity
10
• People are more likely to buy
from people they like
• Reciprocity
• Commitment Consistency
• Social Proof
• Authority
• Liking
• Scarcity• Scarcity
11
• Reciprocity
• Commitment Consistency
• Social Proof
• Authority
• Liking
• Scarcity
• Goods become more valuable as
they become scare and we
compete for them
• Scarcity
12
Why is Persuasive Design a Challenge for UX?
13
Why is Persuasive Design a Challenge for UX?
Usability is only a hygienic factor
• ‘Easy to use’ is something consumers always ask for
• But it’s not a competitive advantage – it’s becoming a given
• ‘Usability’ doesn’t persuade (but the lack of it can disuade!)
14
Emotion influences perceived usability
Once a consumer feels positively (or negatively) about a product or service, their emotional reaction influences the perceived importance of small usability issues
15
• Pantyhose Study by Nisbett and Wilson
12% 17% 31% 40%
Consumers don’t have sufficient insight to help
16
“This pair is sheerer”
“I think this pair is better made.”
Measuring Persuasion Through Conversion
17
Measuring Persuasion Through Conversion
Measuring Persuasion: How do people think about
a new online banking proposition?
18
Measuring Persuasion: Task flow on the banking site
Browse &
Explore
Choose a
path
Choose a
conversion
path
Enter Site Converted
Visitor
Commit to
Convert
Start
“Checkout”
Unengaged Unpersuaded Unconverted
Common Conversion
Measuring Persuasion: The traditional view - X visitors in, Y visitors out
Browse &
Explore
Choose a
path
Choose a
conversion
path
Enter Site Converted
Visitor
Commit to
Convert
Start
“Checkout”
Engaged Conversion
Measuring Persuasion: Start measuring from a meaningful point
Common Conversion
Browse &
Explore
Choose a
path
Choose a
conversion
path
Enter Site Converted
Visitor
Commit to
Convert
Start
“Checkout”
Engaged Conversion
Measuring Persuasion: Distinguish between different cognitive stages
Browse &
Explore
Choose a
path
Choose a
conversion
path
Enter Site Converted
Visitor
Commit to
Convert
Start
“Checkout”
Committed Conversion
Engaged Conversion
Common Conversion
• Human beings make decisions based on emotional responses as well
as rational thought processes
• Usability governs whether or not people can complete a task
• Persuasion, emotion & trust determines whether they will do it
Summary
• Psychological principles give us a framework for thinking about
persuasive design solutions
• Persuasion can be thought about in terms of conversion – but only if we
break it down and think about conversion as a series of persuasive
steps
Thank You!
24 BBC World Service - Chinese