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by Leslie Feinzaig
When your product is facing serious competition, knowing what unmet need still exists is crucial to planning your next move. But in surveys you find that everyone is reasonably satisfied with all of the key features in your competitor’s products and they do not perceive that their experience could be better than it currently is. So how do you identify opportunities that seem not to exist? In this session, using Bing’s insight development practices as a case study, we will discuss techniques for gaining deep understanding of and empathy with customer’s pain to spur product innovations. We will share insights that we’ve identified that point to broad cultural shifts in how people think about knowledge that impact what is perceived as trustworthy and what is complete information required to make important decisions. We will share both how we were able to identify these needs and specifically what these needs are in an effort to encourage thinking about how to better meet them. This session is sponsored by Bing.
by Becky Wang
Today, we have data – lots of it. We can process information – in many ways. We have models to understand our process. With these tools and a dash of creativity, we are discovering surprising patterns of human behavior and by extension, a way to accurately predict our desires and our future. In fact, we can quantify movements, behaviors, desires, and moods on a scale that wasn’t possible before a series of advances in processing power, developments in psychology, the science of social networks and collaboration, and most importantly, access to data. As we have evolved from Web 1.0 to 4.0 – in this anticipatory era – what will we dream up next? Beyond addressability and ad relevance, marketing initiatives and product development, how else can businesses utilize these advances? In advertising, industry, & humanity, can we make the leap from inductive logic to intuition? Can we supplement our brain mechanics with these new tools to finally predict what makes us happy?
by David Hogue
Interfaces and devices are providing more and more power and functionality to people, and in many cases this additional power is accompanied by increasing complexity. Although people have more experience and are more sophisticated, it still takes time to learn new interfaces, information, and interactions. Although we are able to learn and use these often difficult interfaces, we increasingly seek and appreciate simplicity.
The Complexity Curve describes how a project moves from boundless opportunity and wonderful ideas to requirements checklists and constraints then finally (but only rarely) to simplicity and elegance. Where many projects call themselves complete when the necessary features have been included, few push forward and strive to deliver the pleasing and delightful experiences that arise from simplicity, focus, and purpose.
In this session, David M. Hogue, Ph.D. - VP of Experience Design, applied psychologist, and adjunct faculty member at San Francisco State University - will introduce the Complexity Curve, discuss why our innovative ideas seem to fade over the course of a project, explain why "feature complete" is not the same as "optimal experience", and offer some methods for driving projects toward simplicity and elegance.
by Kyra Edeker
Kyra Edeker will discuss three concrete communication tools pulled from user research techniques, mindfulness practice and modern psychology that can improve your happiness, your team’s dynamic and your product. Whether you work as a solo consultant or within in a large company’s product team, there are constantly competing user needs, business pressures, design timelines, and development constraints. Collaborating with stakeholders isn’t always easy. Empathy-building tools are often used in user research but most of us don’t turn this same open ear toward our own team. By using some simple practices to create empathy for others, you can improve communication with your collaborators. With better communication comes better decision making and better products.
by Chip Conley
Chip Conley is the founder and was the CEO of America's second largest boutique hotel company. Initially, he thought he needed to be superhuman to be successful, but after two dozen years as CEO, he realized that he just needed to be a super human to create the habitat for success that arose at Joie de Vivre Hospitality. Using iconic psychology theories from Abraham Maslow (PEAK) and Viktor Frankl (Emotional Equations), Chip wrote a couple of best-selling books dedicated to helping business leaders understand how to be more emotionally intelligent in the workplace. Using a series of equations he's created with psychologist and mathematicians, Chip will help you understand the emotional building blocks that create anxiety, disappointment, joy, authenticity, and wisdom. Perfect for anyone wanting to understand themselves, their fellow employees, and their customers.
Ninety-seven percent of all adolescents in the US play video games, & more than half of the adults in this country play video games regardless of their race or income. The military has discovered that video games decrease symptoms of PTSD in veterans, & with the advent of the iPhone, mobile technology is making social media more prevalent than ever. Despite these numbers, psychotherapists & other healthcare providers are reluctant & uncertain how or when to integrate technology into their work. When gaming or technology is mentioned at all, it is only as an addiction or liability, never as a powerful innovation. This is in part due to an age-old mistrust & disdain of technology which has its roots in issues of class & psychology. But despite this, psychotherapy has passed the point where learning about technology is negotiable. This workshop aims to critique the idea of gaming as addiction & further, discuss how understanding and using video games may improve therapeutic outcomes.
Why do some people and companies seem to change easily, while others struggle for years? How do firms like Target, Apple and Proctor and Gamble anticipate (and manipulate) shoppers' habits? Why was the product Febreze a flop - until consumer psychologists figured out to target one specific cleaning habit, and it became a $1 billion hit? In the past decade, neurology, sociology and economic psychology have revolutionized our understanding of habits. Go into neurology laboratories where amnesiacs re-learn their most basic habits, and corporate boardrooms where shoppers' habits are turned on and off like flicking a switch. The author, Charles Duhigg, is an investigative reporter at the New York Times. His book on the science of habits will be Random House's major spring 2012 release.
by Colin Shaw
Why do people knock wood for luck? Why do people press elevator buttons 20 times, even though they know it won’t make the elevator come any faster? People are irrational. Why do people love inanimate objects like smartphones? Why do people cry when they see an artist’s work? People are irrational.Who are your customers? Irrational people. So why then do organizations design rational experiences? Emotions comprise more than half the typical customer experience. With the immediacy of information and social media, you must embrace that irrationality and use it to your advantage by building a deliberate experience. Effectively managing and engaging subconsciously with these irrational customers is essential.Join international bestselling customer experience author Colin Shaw as he presents new psychological research that reveals examples of irrationality, the mistakes organizations are making today, and how you can embrace irrationality and build an emotionally engaging experiences.
by Jason Hreha
Design is becoming an applied behavioral science, and your art school background is no longer sufficient.
Fields like neuroscience are starting to come of age, and are beginning to give us insights into human decision making. Companies like Zynga are taking these academic findings and applying them to their products to induce addictive behaviors in millions of their users. Other companies, like Path, are taking findings in social psychology and sociology, like Dunbar’s Number, and using them to build compelling user experiences.
The good news is that you don’t need to get a PhD in neuroscience or psychology to start applying neuroscientific and psychological findings to your work. In fact, with two models of behavior, and one behavior-analysis method, you can start designing behavior-changing products tomorrow.
In this presentation, I am going to teach you the neuroscience of addiction (engagement behavior), and show you how an understanding of the human reward system can help you build more successful products. We will also cover BJ Fogg’s Behavior Model. With this understanding of behavior, we will then move on to Behavior Chain diagrams – my favorite tool for analyzing the behavior of any given website, product, or system. Finally, I will show you how to mine the academic literature for practical insights that you can then apply to your product design work.
Society spends increasingly more time online, watching & reading about strangers. Is peep culture creating more narcissists or simply helping us connect through the sharing of our intimacies? Do users share content that they are passionate about & believe in or do they simply share content that influences how others perceive them? This panel will duke out diverse opinions on how brands use the internet famous to spread buzz about products & services, what this means for the future of marketing & how this effects everyone's behavior online. As time passes will positive sentiment towards an influencer inevitably change to negative? Is influencer marketing changing how we behave online & in our everyday? Is peep culture & narcissism shaping our world, playing a part in marketing & influencing our sharing & buying decisions? Come join our internet culture obsessed panel consisting of a psychologist, blogging pioneer, community manager & online lifestyle blogger/ self proclaimed narcissist.
by Ravi Iyer
Moral psychology and data analysis will eventually converge because successful organizations no longer serve physical, but psychological needs. This presentation will show how, in an age where consumption is about values (e.g. Whole Foods) and happiness (e.g. Zappos) rather than survival, moral psychology is essential knowledge for any organization. Leveraging our work at YourMorals.org, I will present research showing: 1) why emotional profiles are more important than demographic profiles, 2) how social networks form from moral agreement, and 3) why the ideological identification of employees and customers is important knowledge. Organizations will both use and contribute to the world's knowledge of moral psychology. Leveraging my dual experience as a data scientist for Ranker.com and as a moral psychologist at USC, I will illustrate how you can use recent moral psychology research to better help your customers and employees understand and live up to their values.
by Eric Fisher
"Social" isn't something new on the web, but its design and implementation are. Great products and services depend on their users having great experiences. As the Internet continues to mimic the interactions we have in the real world, so too must the social interfaces and product design. This session will take a look at the social interfaces of the past and present and help you to understand how the simple psychological principles of social design can lead to great products.
by Kurt Abrahamson and Kate Sirkin
Like the proverbial tree falling in the forest, content might as well not exist if there's no one to acknowledge it. Every time you "Like" that cute cat video, tweet the latest controversial current event, or share an awesome deal with a friend, you validate the existence of that content. If it's shared, it matters, has value and is impactful. Luckily for content publishers – be it a media conglomerate or just that kid who wants you to share a YouTube video of him reenacting Britney's "Oops!…I Did It Again" – you're also engaging in a behavior that's hard-wired as a basic human impulse. We love to share, but we're a selective bunch.
So how do web publishers compel us to share and what makes certain content irresistible? And how do brands tap into the immense power of sharing? We'll dive into examples of hyper-shareable content and examine how sharing provides insight into broader human behavioral patterns. Finally, we'll discuss how sharing is radically democratizing the way we think about spheres of influence. With sharing, everyone is important in the sharing economy. So instead of one person sharing with 1,000 friends, it’s more important that 1,000 people share just once. Virality doesn’t matter because everyone is an influencer.
If you could only get inside your customer's head, it would be so much easier to get them to buy on your website. Fortunately, there are several powerful psychological tricks that you can use to convince your prospects to buy from you and help them smoothly make it through the purchase process. This presentation will dive into the psychological principles that are being used effectively by e-commerce websites in both B2C and B2B selling. You'll gain a better understanding of why your customers behave the way they do on your site. You'll be armed with a toolkit of principles and examples that you can take and apply to your e-commerce website. These ideas will help you improve conversion rates, customer experience, engagement, and your company's bottom line.
by Jason Womack
Understanding the fundamentals of workflow and the principles of human performance enable entrepreneurs with the tools and the processes to get more of their work done, on time, with fewer resources and with less stress. Learn what top performers know, do and say about professional productivity and effective leadership. If there were just a handful of secrets to being more purposeful, productive and profitable this year, when would you want to know them? Tomorrow? Next month? How about right now? As an entrepreneur your work is always "right there." On the job or off, while you're commuting or while you're out to dinner with clients, your mind wanders over your to-dos. The solution: Call it all work. This session is about "the psychology, sociology and technology" of productivity. You will learn how to get more done and done faster by conquering the three channels affecting your productivity:
You design to elicit responses from people. You want them to buy, read, register, or take an action. In order to design for people you need to understand how people read, how people see, how people make decisions, what motivates people, and the psychology of social behavior. Designing without understanding about people is like exploring a new city without a map: results will be haphazard, confusing, and inefficient. This session presents the top concepts from psychology that impact design. Each concept is backed up by research and examples of how to apply to real-life design situations.
9th–13th March 2012