"How to Avoid Being Creepy and Design for Trust"
summary
Argues that trust comes from transparency and control plus demonstrable integrity. Cites concrete wins: Venmo Touch clarifies payment storage choices, Braintree’s move to instant signup and simple pricing increases signups >10x, Highrise doubles conversions by adding real customer photos. Flags failures: Ticketmaster’s busy post‑purchase UI, Uber’s inconsistent “god mode” access, Fandango asking for always‑on location. Recommends show people, surface motives, offer contextual sharing controls (OAuth/circles) and easy undo.
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chapters (11)
- 0:00Introduction
- 2:23Trust is declining
- 8:57Transparency
- 11:52Social Proof
- 14:58Motives
- 18:00Pricing
- 21:39Control
- 25:36Undo
- 28:05Consistency
- 28:57Quality
- 33:21Integrity
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