Satisfaction: the difference between Robots and Humans
description
Transcript of Satisfaction: the difference between Robots and Humans
![Page 1: Satisfaction: the difference between Robots and Humans](https://reader033.fdocuments.net/reader033/viewer/2022051515/54c714534a795916758b45b6/html5/thumbnails/1.jpg)
SatisfactionThe difference between Robots and Humans
@CynthiaSavard
CYNTHIA SAVARD SAUCIERUX Specialist
@TP1
![Page 2: Satisfaction: the difference between Robots and Humans](https://reader033.fdocuments.net/reader033/viewer/2022051515/54c714534a795916758b45b6/html5/thumbnails/2.jpg)
What is the difference between robots and
humans?
![Page 3: Satisfaction: the difference between Robots and Humans](https://reader033.fdocuments.net/reader033/viewer/2022051515/54c714534a795916758b45b6/html5/thumbnails/3.jpg)
Robotslike efficiency,
HumansPrefer politeness.
Difference #1
![Page 4: Satisfaction: the difference between Robots and Humans](https://reader033.fdocuments.net/reader033/viewer/2022051515/54c714534a795916758b45b6/html5/thumbnails/4.jpg)
Polit! design?
Mr. Clippy
![Page 5: Satisfaction: the difference between Robots and Humans](https://reader033.fdocuments.net/reader033/viewer/2022051515/54c714534a795916758b45b6/html5/thumbnails/5.jpg)
- Clippy claims to know what you want to do;
- He monitors your actions, but does not remember your preferences;
- Even if you close his window, he keeps coming back;
- He’s the guest that never knows when to leave, no matter how many times you ask him to...
Clipp" is not polit! :
![Page 6: Satisfaction: the difference between Robots and Humans](https://reader033.fdocuments.net/reader033/viewer/2022051515/54c714534a795916758b45b6/html5/thumbnails/6.jpg)
Mr. Clippy was such a spectacular failure, his demise was part of the
SALES PITCH
Despite
for Microsoft XP.
25,000 hoursof user testing,
Whitworth, B., 2005
![Page 7: Satisfaction: the difference between Robots and Humans](https://reader033.fdocuments.net/reader033/viewer/2022051515/54c714534a795916758b45b6/html5/thumbnails/7.jpg)
1. Ask permission before interrupting
2. Offer a choice to your users
3. Explain these options
4. Respect the user’s final choice
What #hould b! don!:
![Page 8: Satisfaction: the difference between Robots and Humans](https://reader033.fdocuments.net/reader033/viewer/2022051515/54c714534a795916758b45b6/html5/thumbnails/8.jpg)
Robotsdon’t.
Humanshave genders,
Difference #2
![Page 9: Satisfaction: the difference between Robots and Humans](https://reader033.fdocuments.net/reader033/viewer/2022051515/54c714534a795916758b45b6/html5/thumbnails/9.jpg)
Designing fo$ womenYou should consider
![Page 10: Satisfaction: the difference between Robots and Humans](https://reader033.fdocuments.net/reader033/viewer/2022051515/54c714534a795916758b45b6/html5/thumbnails/10.jpg)
A woman is the CEO of her family.
Wh!?
![Page 11: Satisfaction: the difference between Robots and Humans](https://reader033.fdocuments.net/reader033/viewer/2022051515/54c714534a795916758b45b6/html5/thumbnails/11.jpg)
She is responsible for 58% of online purchases
80% of product purchases
A# th! CEO
She-conomy.com 2009
![Page 12: Satisfaction: the difference between Robots and Humans](https://reader033.fdocuments.net/reader033/viewer/2022051515/54c714534a795916758b45b6/html5/thumbnails/12.jpg)
Ho"ve#...believe that electronics manufacturers have their needs in mind when developing products.1%
believe that brands only consider the female market for cleaning and beauty products.
Consumer Electronics Association (CEA)
71%
![Page 13: Satisfaction: the difference between Robots and Humans](https://reader033.fdocuments.net/reader033/viewer/2022051515/54c714534a795916758b45b6/html5/thumbnails/13.jpg)
This leads to catastrophes:
Finally, a pen for females!
![Page 14: Satisfaction: the difference between Robots and Humans](https://reader033.fdocuments.net/reader033/viewer/2022051515/54c714534a795916758b45b6/html5/thumbnails/14.jpg)
In the field of technologies :
![Page 15: Satisfaction: the difference between Robots and Humans](https://reader033.fdocuments.net/reader033/viewer/2022051515/54c714534a795916758b45b6/html5/thumbnails/15.jpg)
Tech tips?Find recipes;Counting calories; Guided meditations,
Wow, they got everything right!
![Page 16: Satisfaction: the difference between Robots and Humans](https://reader033.fdocuments.net/reader033/viewer/2022051515/54c714534a795916758b45b6/html5/thumbnails/16.jpg)
1. Use human presence instead of heavy text.
2. Contextualize your product in scenarios.
3. Use different types of navigation (related products,
favorite, selections, etc.)
How to $pea% to women then?
![Page 17: Satisfaction: the difference between Robots and Humans](https://reader033.fdocuments.net/reader033/viewer/2022051515/54c714534a795916758b45b6/html5/thumbnails/17.jpg)
Do you feature a woman outside of the home?
Do you feature a women in a role other than “mother”?
Is she NOT doing yoga?
Is she eating something other than salad or yogurt?
Buchanan test
Congratulations!
Try the
![Page 18: Satisfaction: the difference between Robots and Humans](https://reader033.fdocuments.net/reader033/viewer/2022051515/54c714534a795916758b45b6/html5/thumbnails/18.jpg)
And be careful, this isn’t reality :
I can’t do that!
![Page 19: Satisfaction: the difference between Robots and Humans](https://reader033.fdocuments.net/reader033/viewer/2022051515/54c714534a795916758b45b6/html5/thumbnails/19.jpg)
Robotslike systems and rules,
Humansare irrational and don’t understand systems.
Difference #3
![Page 20: Satisfaction: the difference between Robots and Humans](https://reader033.fdocuments.net/reader033/viewer/2022051515/54c714534a795916758b45b6/html5/thumbnails/20.jpg)
!-commerc! #it!don’t understand why your
optimal for them!
User
is NOT
![Page 21: Satisfaction: the difference between Robots and Humans](https://reader033.fdocuments.net/reader033/viewer/2022051515/54c714534a795916758b45b6/html5/thumbnails/21.jpg)
The 100 most profitable websites online
%r! analyzed.by Smashing Magazine
![Page 22: Satisfaction: the difference between Robots and Humans](https://reader033.fdocuments.net/reader033/viewer/2022051515/54c714534a795916758b45b6/html5/thumbnails/22.jpg)
5 STEPSin the purchase process.
On average, they have
![Page 23: Satisfaction: the difference between Robots and Humans](https://reader033.fdocuments.net/reader033/viewer/2022051515/54c714534a795916758b45b6/html5/thumbnails/23.jpg)
of companies think that their e-newsletter is
Toda!,
ESSENTIAL.
81 %
![Page 24: Satisfaction: the difference between Robots and Humans](https://reader033.fdocuments.net/reader033/viewer/2022051515/54c714534a795916758b45b6/html5/thumbnails/24.jpg)
require clients to create an account profile.
24 %
Can you imagine being asked for a password every time you order chicken nuggets at McDonald’s?
![Page 25: Satisfaction: the difference between Robots and Humans](https://reader033.fdocuments.net/reader033/viewer/2022051515/54c714534a795916758b45b6/html5/thumbnails/25.jpg)
ask that information be entered twice.
50 %
The reason used to explain this is often: «That’s how the system works».
![Page 26: Satisfaction: the difference between Robots and Humans](https://reader033.fdocuments.net/reader033/viewer/2022051515/54c714534a795916758b45b6/html5/thumbnails/26.jpg)
But I just gave you my email address!
![Page 27: Satisfaction: the difference between Robots and Humans](https://reader033.fdocuments.net/reader033/viewer/2022051515/54c714534a795916758b45b6/html5/thumbnails/27.jpg)
Robotsare okwith muffins,
Humanslikes cupcakes.
Difference #4
![Page 28: Satisfaction: the difference between Robots and Humans](https://reader033.fdocuments.net/reader033/viewer/2022051515/54c714534a795916758b45b6/html5/thumbnails/28.jpg)
emotional connection. As long as they find an
Users won’t mind :if it takes more time;if it’s more expensive;if it’s less efficient.
![Page 29: Satisfaction: the difference between Robots and Humans](https://reader033.fdocuments.net/reader033/viewer/2022051515/54c714534a795916758b45b6/html5/thumbnails/29.jpg)
1. Surprise
2. Attention-grabbing
3. Entertainment
4. Cuteness
Emotional connectors :
![Page 30: Satisfaction: the difference between Robots and Humans](https://reader033.fdocuments.net/reader033/viewer/2022051515/54c714534a795916758b45b6/html5/thumbnails/30.jpg)
Comic Sans is not “entertaining”.
#ThursdayConfessions: I have always dreamed of using Comic sans in a presentation.
![Page 31: Satisfaction: the difference between Robots and Humans](https://reader033.fdocuments.net/reader033/viewer/2022051515/54c714534a795916758b45b6/html5/thumbnails/31.jpg)
Emotionall"-intelligent design
Two emotional connectors create :
![Page 33: Satisfaction: the difference between Robots and Humans](https://reader033.fdocuments.net/reader033/viewer/2022051515/54c714534a795916758b45b6/html5/thumbnails/33.jpg)
http://mv.mu/
More money, more dance!
![Page 34: Satisfaction: the difference between Robots and Humans](https://reader033.fdocuments.net/reader033/viewer/2022051515/54c714534a795916758b45b6/html5/thumbnails/34.jpg)
Play Tic-Tac-Toe while you wait!
![Page 35: Satisfaction: the difference between Robots and Humans](https://reader033.fdocuments.net/reader033/viewer/2022051515/54c714534a795916758b45b6/html5/thumbnails/35.jpg)
My favourite, obviously!
Skype
![Page 36: Satisfaction: the difference between Robots and Humans](https://reader033.fdocuments.net/reader033/viewer/2022051515/54c714534a795916758b45b6/html5/thumbnails/36.jpg)
Remember...
Humans ar! irratial, emotional users.
![Page 37: Satisfaction: the difference between Robots and Humans](https://reader033.fdocuments.net/reader033/viewer/2022051515/54c714534a795916758b45b6/html5/thumbnails/37.jpg)
Than% you!
![Page 38: Satisfaction: the difference between Robots and Humans](https://reader033.fdocuments.net/reader033/viewer/2022051515/54c714534a795916758b45b6/html5/thumbnails/38.jpg)
ReferencesPolite design: Whitworth, B., 2005, Polite Computing, October, Behaviour & Information Technology. vol. 24, no. 5, September, p353 – 363 Presentation
Clippy: http://infinitevishal.wordpress.com/2010/08/06/the-other-side-of-microsoft-clippy/http://robotzeitgeist.com/tag/clippy
Design for women: http://marketingtowomenonline.typepad.com/blog/website-design-for
women/consumer electronics Association (CEA)She-conomy.com 2009
Women:http://chapters.aiga.org/resources/content/8/6/3/8/documents/Erica_Eden_presentation.pdf
How to speak to women: http://marketingtowomenonline.typepad.com/blog/website-design-for-women/http://scienceatlantic.ca/wp-content/uploads/2012/05/2012-Psychology-Conference-Program.pdfhttp://copernicusconsulting.net/designing-for-women-using-archetypes-not-stereotypes/
Purchase process in 2012:http://uxdesign.smashingmagazine.com/2012/09/04/the-state-of-e-commerce-checkout-design-2012/ http://baymard.com/checkout-usability/benchmark
Examples: Apple http://www.apple.com/mac-proDonation Mr Valaire: http://mv.mu/Tic Tac Toe: http://littlebigdetails.com/
All images are from these 3 great videos :
http://vimeo.com/17477384
http://vimeo.com/39864844
http://vimeo.com/34512434