Design for Bad: How to Handle the Not So Good Moments
When we envision people using our services, we tend to design for the happy path. The girl meets the boy. We exceed our health goals. The applicant gets the job. The service works flawlessly. But of course in many product experiences, the typical path is not always a happy one: bad things happen. We are left swiped. We fail to get off the couch. We send cover letters and applications into the silent void. These moments leave us with a group of ego-bruised users, many of whom choose not to stick around for more frustration and rejection.
As product leaders, Fitbit’s Katy Mogal and dscout’s Michael Winnick both influence product experiences that risk leaving users feeling rejected or demotivated — even when the overall intent of the service or product is to deliver positive outcomes. As researchers, they decided to work together to see what might be done to create a better, bad experience. They will share a set of principles and stories drawn from their own experiences, primary research conducted just for this talk, and interviews with designers in relevant fields from dating to venture capital.