Mostly Harmless: Design for digital with a conscience
A presentation at Feira do Polo Digital de Manaus in in Manaus, State of Amazonas, Brazil by Per Axbom
Mostly Harmless Design for digital with a conscience Per Axbom axbom.eu/feirapdmanaus
”So you married into a family of traitors?!” (Real comment to my wife a few weeks after she married me.) @axbom
Garrincha Axbom 1958 World Cup final in Sweden @axbom
Nutmeg • Tunnel Caneta • Janelinha • Rolinho • Ovinho @axbom
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The Mercator map projection @axbom
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The Authagraph map projection centered on Europe @axbom
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How much and tools @axbom u o y do trust we use the maps in ign s e ? d
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Road space taken by 60 people on a bus @axbom on bicycles in cars
Road space taken by 60 people fossil-fuel cars @axbom electric cars autonomous cars
Ride sharing adds 2.6 vehicle miles to city traffic for every one mile of personal driving removed. That’s an increase of 160%. UberPOOL, Uber Express POOL, Lyft @axbom http://www.schallerconsult.com/rideservices/automobility.htm
Ride sharing adds 2.6 vehicle miles to city traffic for every one mile of personal driving removed. That’s an increase of 160%. Ride-sharing apps actually make traffic in cities worse. UberPOOL, Uber Express POOL, Lyft Optimising a broken system can make the system even more broken. @axbom http://www.schallerconsult.com/rideservices/automobility.htm
t e e m t o n s e o d d a o l p u o t t n a w u o y o t o h p e Th : e s u a c e b a i r e d e s our crit o l c e r a s e y e t c e j b • Su @axbom
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professional hair unprofessional hair @axbom https://www.iafrikan.com/2016/06/25/why-does-a-google-search-for-unprofessional-hair-showimages-of-black-women-including-michelle-obama-2/
https://www.propublica.org/article/machine-bias-risk-assessments-in-criminal-sentencing @axbom
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Come on @netflix, I don’t have kids!! Also, how would this feel if you lost a child or had trouble conceiving - no button here to remove it. @audreylouisa on Twitter @axbom
Gentle nudges are not so gentle when everyone is pushing you. @axbom
Loss aversion Anchoring Decoy effect Sunk cost fallacy Confirmation bias @axbom Expectation bias Bandwagon effect
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Bias is the tendency to have an opinion, or view, that is often without considering evidence and other information. Biases are a human trait, and can be a weakness. As designers we are not learning about human weaknesses so that we may exploit them. Our job is to remedy them. @axbom
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@axbom https://twitter.com/i_anic/status/1039127723388612609
A higher conversion rate is not equivalent to “better for the person” @axbom
Ask a psychiatrist @axbom
Someone is always trying to push you to do something. It’s a global experiment with non-consenting participants. @axbom
“UX is about putting people first” @axbom
Why do we keep messing up? @axbom
Right Wrong What we do D Wrong Right How we do it @axbom
Right Wrong What we do D Doing the wrong thing the wrong way Wrong Right How we do it @axbom
Right D Wrong What we do Doing the right thing the wrong way Doing the wrong thing the wrong way Wrong Right How we do it @axbom
Right Doing the right thing the right way D Wrong What we do Doing the right thing the wrong way Doing the wrong thing the wrong way Wrong Right How we do it @axbom
Right Doing the right thing the right way D Wrong What we do Doing the right thing the wrong way Doing the wrong thing the wrong way Doing the wrong thing the right way Wrong Right How we do it @axbom
With more efficient tools we can work much faster. @axbom
With more efficient tools we can work much faster. So a lot of people are getting much better at doing the wrong thing. @axbom
Raise your hand and take it down only when you hear a statement you do not agree with. ✓ I have lied. ✓ I have lied to someone I care about. ✓ My parents told me it is wrong to lie. ✓ I believe I will continue to lie. @axbom
Why we make bad decisions SELF-AWARENESS TIME RESILIENCE UNDERSTANDING HEALTH @axbom
Self-awareness You haven’t yet figured out if your behaviour aligns with your values @axbom
Time You aren’t given enough time @axbom
Resilience Other people’s expectations are steering your behaviour @axbom
Understanding You do not have a full understanding of the system at play @axbom
Health You are not taking care of yourself @axbom
You are too tired. You are letting others make decisions for you. You are putting too much trust in the tools you are working with. You are out of time. @axbom
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4 out of 20 users could not find the search function on the website. @axbom https://www.nngroup.com/articles/decision-framing-cognitive-bias-ux-pros/
4 out of 20 users could not find the search function on the website. 16 out of 20 users found the search function on the website. Practitioners who saw the finding described as the failure rate were 31% more likely to believe the design needed to be redesigned. @axbom https://www.nngroup.com/articles/decision-framing-cognitive-bias-ux-pros/
A loading time of 3 seconds or more leads to 40-50% of users abandoning their shopping cart. @axbom
A loading time of 3 seconds or more leads to 40-50% of users abandoning their shopping cart. A loading time of 2 seconds or less means X% buy stuff they don’t really want or need. @axbom
A loading time of 3 seconds or more leads to 40-50% of users abandoning their shopping cart. A loading time of 2 seconds or less means X% buy stuff they don’t really want or need. A loading time of 3 seconds or more allows X% to make a considered purchase decision. @axbom
How you frame the problem may indicate if you are humancentric or organization-centric. We must stop people from abandoning their shopping cart. @axbom We must assist people in making a relevant purchase-decision.
ALARMINGLY our current methods, processes, incentives, tools and general behavior provide little guidance for avoiding harm to humans. @axbom
We need better maps We need better maps @axbom
Ethics! @axbom
Trend number 9. Digital Ethics and privacy Consumers have an growing awareness of the value of their personal information, and they are increasingly concerned with how it’s being used by public and private entities. Enterprises that don’t pay attention are at risk of consumer backlash. Conversations regarding privacy must be grounded in ethics and trust. The conversation should move from “Are we compliant?” toward “Are we doing the right thing?” @axbom
Ethics Relativism - Absolutism Kantian ethics Situation ethics Utilitarianism Virtue ethics Intent @axbom Deontology Outcome
Ethics Altruism Asceticism Cognitivism Consequentialism Cynicism Relativism - Absolutism Kantian ethics Situation ethics Utilitarianism Deontology Egoism Epicureanism Ethical Naturalism Ethical Non-Naturalism Ethical Subjectivism Eudaimonism Hedonism @axbom Humanism Individualism Moral Absolutism Moral Anti-Realism Moral Nihilism Virtue ethics Intent Deontology Outcome Moral Realism Moral Relativism Moral Skepticism Moral Universalism Non-Cognitivism Utilitarianism Virtue Ethics
Ethics “We are what we repeatedly do. Excellence then, is not an act, but a habit.” Aristotle @axbom
Ethics “We are what we repeatedly do. Excellence then, is not an act, but a habit.” “Women are deformed males.” Aristotle @axbom “A proper wife should be as obedient as a slave.”
We talk a lot about empathy in design but we rarely talk about how empathy itself is prejudiced. Empathy is why we like family and friends and people like ourselves, and are skeptical about others. @axbom
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Ethics is not a great map if we can’t always trust it and have a hard time agreeing on what it means. @axbom
why? call for ethics @axbom why? people are being harmed why? the harm is invisible the harm isn’t evaluated
why? call for ethics why? people are being harmed why? the harm is invisible the harm isn’t evaluated Measure and evaluate how people are being harmed by your solutions. @axbom
PERSON 1: “Does my hair look good?” PERSON 2: (lying) “Yes.” PERSON 1: “Awesome; I’ll keep going to this new hairdresser I’ve found then.” Impact: Person 1 will keep having bad hair. @axbom
First we need to understand how communication between people works. @axbom
received message message sender encoder channel noise @axbom decoder receiver
received message message sender encoder channel noise FEEDBACK @axbom decoder receiver
design Communication is circular As a designer you need to enable and empower the circular properties of communication. You need knowledge to keep designing. listen @axbom
The longer the distance between sender and receiver, the more work you must put into enabling the feedback loop. @axbom
How do we actively listen for harm? @axbom
Understanding impact Impact represents an intended or unintended significant change that affects people on an individual or societal level. input output outcome impact investments and resources product/service provided immediate achievements medium/long-term consequences measured rarely measured cultural economic environmental health / well-being political scientific social technological A good way to avoid harm is to include impact risk assessment in your work. @axbom
PUSH NOTIFICATIONS @axbom INPUT OUTPUT The need is expressed Notifications built OUTCOME IMPACT Stress/Anxiety Notifications sent ‘False positives User reminded Lower work performance People act Concentration lapses on the Diminishing trust notification
ACTION A. Eat chocolate B. Work out C. Donate clothes D. Recycle @axbom OUTPUT OUTCOME IMPACT 1st order 2nd order 3rd order Energy boost Hungry again Addiction Exertion/pain Improved physiology Better at work Feel better, can buy new Cheap clothes for poor Repressed self-sufficiency Recycling space at home Visit recycling station regularly Waste reduced
@axbom https://qz.com/1042852/using-a-fitness-app-taught-me-the-scary-truth-about-why-privacy-settings-are-a-feminist-issue/
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@axbom https://www.theguardian.com/world/2018/jan/28/fitness-tracking-app-gives-away-location-of-secret-us-army-bases
WHO could be harmed? (traits) People who want to keep their location a secret WHAT could happen? (impact) Stalkers could find them and harass them / hurt them HOW harmful would that be?* MINOR MAJOR HOW much is our fault? MINOR MAJOR HOW likely is it to happen? MINOR HOW vulnerable is this group of people? MINOR @axbom MAJOR (burdened) MAJOR
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Makes things worse when people are excluded, ignored and don’t feel safe. So, not a great tool for listening. @axbom
We value your opinion! Would you be willing to answer a few questions? Yes No Online surveys are a terrible way of listening. Most people who find it difficult to answer online surveys are the marginalized, burdened people you are already ignoring. Online surveys give privileged people even more space. @axbom
Discover Define Develop Deliver Alastair Somerville: How do we design for divergence & diversity if convergence is the goal? @axbom https://medium.com/@acuity_design/how-do-we-design-for-divergence-diversity-if-convergence-is-the-goal-fb31e0946b6c
Most projects keep building for the average person. @axbom
”Let’s find something that is common for most people and build for that.” @axbom
Who? ▢ ▢ ▢ ▢ ▢ ▢ ▢ ▢ ▢ ▢ ▢ ▢ @axbom Ability divergent Age disfavored Appearance disfavored Crime/distress endurer Ethnic minority Faith disfavored Gender disfavored Illness endurer Non-citizen Racism endurer Social class disfavored Sexuality disfavored What? ▢ ▢ ▢ ▢ ▢ ▢ ▢ ▢ ▢ ▢ ▢ Environment Esteem Finance Health Privacy Relationships Safety Self-actualization Self-worth Social belonging How? ▢ ▢ ▢ ▢ ▢ ▢ ▢ ▢ ▢ ▢ ▢ Dangerous defaults False assumptions False expectations Excluded by design External pressure Lack of choice Lack of knowledge Lack of understanding Sensory overload Time constraints
”unprofessional hair” Who? ▢ ▢ ▢ ▢ ▢ ▢ ▢ ▢ ▢ ▢ ▢ ▢ @axbom Ability divergent Age disfavored Appearance disfavored Crime/distress endurer Ethnic minority Faith disfavored Gender disfavored Illness endurer Non-citizen Racism endurer Social class disfavored Sexuality disfavored What? ▢ ▢ ▢ ▢ ▢ ▢ ▢ ▢ ▢ ▢ ▢ Environment Esteem Finance Health Privacy Relationships Safety Self-actualization Self-worth Social belonging How? ▢ ▢ ▢ ▢ ▢ ▢ ▢ ▢ ▢ ▢ ▢ Dangerous defaults False assumptions False expectations Excluded by design External pressure Lack of choice Lack of knowledge Lack of understanding Sensory overload Time constraints out-of-control algorithms
The lack of crash test dummies with female body types means women are 70% more likely to be moderately injured in car crashes, 45% more likely to be seriously injured and 15% more likely to die. @axbom https://www.washingtonpost.com/local/trafficandcommuting/female-dummy-makes-her-mark-on-male-dominated-crash-tests/2012/03/07/gIQANBLjaS_story.html?utm_term=.1c263f679e89
The lack of crash test dummies with female body types means women are 70% more likely to be moderately injured in car crashes, 45% more likely to be seriously injured and 15% more likely to die. When you design for average — marginalized and burdened people get hurt. @axbom https://www.washingtonpost.com/local/trafficandcommuting/female-dummy-makes-her-mark-on-male-dominated-crash-tests/2012/03/07/gIQANBLjaS_story.html?utm_term=.1c263f679e89
People who are already burdened and unfairly marginalized are the ones who are most likely to be hurt by your design. Rational compassion can be considered a much more reliable guide to moral behavior than empathy. @axbom
We listen. @axbom
Technology is an enabler for communication between people and empowers humans. Unless we make it a disabler. This happens if we don’t find out if people are being harmed. And act on that information. @axbom
@axbom THE INCLUSIVE PANDA
THE INCLUSIVE PANDA @axbom (non-participants) excluded unwanted participants included
THE INCLUSIVE PANDA People who benefit from the solution but no effort is placed into designing for them. excluded unwanted participants included People who manage to use the solution anyway but could be thrown out any time. The people you are intentionally designing for, measuring and following up on. @axbom (non-participants) People you do not want using the solution. They could get hurt, or they could hurt others. People who manage to use the solution anyway, putting themselves and others at risk. A segment of the people you are intentionally designing for but who are still experiencing negative impact.
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We should add pink cupcakes as a measure of calories burned when walking. @axbom Hang on, I’m concerned about the impact of this decision. I may be wrong, but….
@axbom Alternative paths Short term / Long term Addictive cycles Cost consideration The Other Story Reputation and trust
We say work with human-centric design. Ensuring human safety is our responsibility. It’s why we go to work. @axbom
We say work with human-centric design. Ensuring human safety is our responsibility. It’s why we go to work. If our profession is built on human safety and we are failing to deliver, then how do we claim our right to be taken seriously? @axbom
Let’s make sure our maps and tools can evaluate and identify negative impact. do the right thing @axbom 😀😁 ☺😐 😌😎
Let’s make sure our maps and tools can evaluate and identify negative impact. 😢 😢 😢 do the right thing 😢 @axbom 😢 😢 😀😁 ☺😐 😌😎
Let’s make sure our maps and tools can evaluate and identify negative impact. 😢 😢 😢 do the right thing 😢 @axbom 😢 😢 😀😁 ☺😐 😌😎
FORGET AVERAGE It’s listening to everyone that will make a difference @axbom
Start with YOU Understand your destination @axbom
Use the maps that will help you get there @axbom
Don’t be afraid to ask for help. Human’s best friend. @axbom
Listen. Explore. Agree. Do. Per Axbom [email protected] axbom.se @axbom axbom.eu/feirapdmanaus
for free. You
can too.
