1. ART OF PERSUASIVE DESIGN Prakriti Parijat, PhD Senior UX Designer PebbleRoad

2. Agenda A bit about us What is persuasive design all about? Customers decision making journey Glimpse of persuasive principles in action What we have in store for you for later 2 3. About us 3 PebbleRoad is an user experience design consultancy based in Singapore. Since 2004, weve been helping clients turn complex, challenging problems into elegant, innovative designs (www.pebbleroad.com) 4. Usability vs. User Experience The Columbia Obstruction Device Electric grid 4 5. What is Persuasive Design Designing an interface that persuades users to take action Borrows well grounded principles of social psychology Uses 50+ techniques Persuasion is an attempt to change attitudes or behaviors or both (without coercion or deception) - B.J.Fogg 5 6. Why Persuasive Design? Will do? Can do. USABILITY Site interaction Can users easily find information? Can users complete task? Can they interact with it? Persuasion Beyond the Site Do users connect with the product/ service? Are they persuaded to take action? Do behaviors & attitude change? 6 7. Decision Making Journey (Ref. Chris Spiek, Job-to-be-done) Are we in control of our decisions? 7 8. Decision Making Biases 8 ( Ref. A visual study guide to cognitive biases by Eric Fernandez) 9. Emotional Biases Much research has been conducted on the impact of emotions on decision making Urge to buy a product (Impulse buying) online was strongly correlated to the positive emotion created by the website ease of use, enjoyment and communication style (Verhagen & Dolen, 2011) Messages that elicit strong arousing emotions, for example, awe or anger are more likely to go viral (Berger, 2011) 9 10. Persuasion Uses Cognitive Biases 10 11. Principles of Persuasion Foggs Model Ability MotivationTrigger Cialdinis Influence Reciprocity Social Proof Liking Scarcity Commitment & Consistency Authority HFI - PET Emotion Trust Persuasio n 50+ techniques 11 12. Todays Focus Obedience to Authority Social Proof Contrast 12 13. Obedience to Authority 13 14. Obedience to Authority 14 15. Obedience to Authority What is it? Why it works? How to apply it? Users are more likely to act on information that is communicated by an expert Users will follow credible, knowledgeable experts Deep seated sense of duty or obligation (e.g. Milgram Experiment) Highlight your experience Highlight your expertise in the content and services you provide Showcase achievements, success stories Establish thought leadership Use Authoritative figures Use a celebrity, professional or an industry authority whom users trust to represent your brand Pay attention to tone Use a professional and authoritative tone 15 16. Social Proof Asch Experiment Video 16 17. Social Proof 17 18. Social Proof 18 19. Social Proof 19 20. Social Proof 20 21. Social Proof Users are more likely to do what everyone else is doing Need to fit in and belong is wired into our brains and our biology We are cognitive misers and look for information from others Show users that people just like them are using and loving your product/service Highlight ratings and reviews from satisfied customers Showcase real testimonials from delighted customers Use social media likes and mentions Remember that a frustrating user experience is equally likely to go viral as a positive experience What is it? Why it works? How to apply it? What to watch out for? 21 22. Contrast (Ref. Ariely, Dan (2009) Predictably Irrational: The Hidden Forces That Shape Our Decisions) Ugly versions of Tom and Jerry Tom and Jerry equally attractive Jerry is more attractive than Tom 22 23. Contrast Example 23 24. Contrast We evaluate or value things in comparison to other things People need an anchor and not see things as absolutes It creates attention and affects the perception of facts Give users ways to compare a product with others (cost, features etc.) Use Ugly Jerry strategy to highlight one product Make it easier for users to compare between choices by giving clear information Be mindful that people delay action when presented with too many choices What is it? Why it works? How to apply it? What to watch out for? 24 25. Back to Customer Decision Journey Social Proof 25 26. Back to Customer Decision Journey Contrast 26 27. Back to Customer Decision Journey Obedience to Authority 27 28. What we have in store for you 9 more interesting principles Argue against self interest (T) Reciprocation Commitment & Consistency Power of people we like & more Case studies Walkthrough of real life case studies utilizing the persuasive design principles Put them into practice Hands-on training on applying the principles to a real life case study 28 29. Suggested Reading 29 30. Thank You! Any questions? 30