The technology industry is on a quest to build frictionless, seemingly magical, experiences for our users. In the effort to design the simplest experiences possible, we exploit troves of personal data, and make important choices for our users. Unfortunately, simplicity is often at odds with transparency. If we don’t tread carefully, we can obscure critical context from users, and our magical experiences can start to feel creepy. So how do we build trust directly into the UX of our products?

1. Designing
for Trust
Michael Boeke
Codemotion Milan 2015

2. I need
€10.
Image: TaxRebate.org.uk

3. Image: Michael Boeke

4. Sources: Gallup, Pew Research Center
20%
40%
60%
80%
'73 '75 77 79 81 83 85 87 89 91 93 95 97 99 01 03 05 07 09 11
Media
Religion
Government

5. Source: NORC General Social Survey
33%
42%
Adults who trust
most people
2012
1972

6. Image: Ebay

7. Image: Uber

8. Image: AirBnB

9. Image: Simple

10. Image: Tinder

13. synap

14. Synap connects to the tools you already use for
communication and file sharing, and automatically
organizes your customer communication.

16. </>
Sales + Solutions
Accounts + Support
Product + Engineering

17. Synap finds the people and companies you talk to, and
automatically builds a feed from your interactions.

18. Go to
GetSynap.com!

19. Cool
19
Creepy

20. Cool
20
Creepy

21. Cool
21
Creepy

22. 22
Transparency Control

23. Control Transparency

24. Be transparent about
People

30. Be transparent about
Customers

33. Image: Signal v. Noise

35. Be transparent about
Motives

36. Image: GoldenShores Technologies

38. 1
2

41. Be transparent about
Pricing

42. Jakob Nielsen, The Nielsen Norman Group
We have hours of video of users asking
“Where's the price?”
while tearing their hair out.

46. Give users control of
Sharing

48. Image: Dave McClure

52. Control Transparency

53. Give users the control to
Undo

55. Relationship management you don’t have to manage
Link your team’s email
accounts and other
communication tools.
Synap finds the people
and companies your team
talks to.
Then automatically
builds a feed of your
interactions.
1 2 3

56. Next stage of the development projec...
Hank, Shanti, Rob (3)
We should talk about timelines, and how th...
Today
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Hank Hooper
+ 6 others
Kabletown
Archana S. 2h

57. Transparency Control

58. Transparency ControlIntegrity

59. Prove your integrity through
Consistency

60. Image: Uber

61. “God
Mode”

62. Prove your integrity through
Quality

64. Image: YouTube user legocamps
Honey, where
are my pants?!

65. What elements of
design and UX help you to
trust a website or app?

67. Prove your integrity through
Oversight

70. You are directly responsible for
what you put into the world.
Mike Monteiro, Mule Design

71. What about
the €10?
Image: TaxRebate.org.uk

72. Image: Flickr user Aurimas
Adam Conner &
Arron Irizarry

73. Transparency ControlIntegrity

74. Thank You.
@mvboeke GetSynap.com
Please avoid being creepy.