Designing for trust intersection 2015 gerry mc govern

Designing for Trust

April 30, 2015

Gerry [email protected]@gerymcgovern

mailto:[email protected]

http://www.customercarewords.com/

https://twitter.com/

2© Customer Carewords Ltd. customercarewords.com


Trust in US Government

Trust in the EU

72%

50%

58%

32%36%

17%

0%

10%

20%

30%

40%

50%

60%

70%

80%

2007 2011

Belgium

Italy

UK

Eurobarometer

COMPLEXITY

2015

0%

10%

20%

30%

40%

50%

60%

70%

A Person Like Yourself CEO

2015


0%

10%

20%

30%

40%

50%

60%

70%

80%

2000 2005 2010 2015

Me & My Peers Vs Organizations

Me & My Peers

Organizations


Towers Watson Global Workforce Study 2014

Trust 55%

Distrust 45%

US Worker Trust in Senior Leaders 2014


2014

0%

40%

100% 100%

60%

100%

230%

350%

480%

535%

3% 6% 9% 12% 15% 18% 21% 24% 28% 32%

1990 1991 1992 1993 1994 1995 1996 1997 1998 1999

HOW THE TOP 1% BECAME THE 1%

CEO PAY

WORKER PAY

0%

40%

100% 100%

60%

100%

230%

350%

480%

535%

0%

30%40%

50%60%

75%

100%

130%

220%

300%

0%10%

20%30%

50%

75%95%

105% 110% 115%

3% 6% 9% 12% 15% 18% 21% 24% 28% 32%

0% 3% 6% 9% 12% 15% 18% 21% 24% 27%

1990 1991 1992 1993 1994 1995 1996 1997 1998 1999

HOW THE TOP 1% BECAME THE 1%

CEO Pay S&P 500 Corp Profits Worker Pay Inflation

CEO PAY

WORKER PAY, INFLATION

STOCK MARKET

PROFITS

E

t

h

i

c

a

l

S

k

e

p

ti

cal

An

aly

tical

Cy

nic al

Dis

loyal

Mill

ennial


27.50%29.60%

30.90%

38.30%

28.90%

32% 32.70%

42.20%

MILLENIALS GENERATION X BABY BOOMERS TRADITIONALISTS

US Employee Engagement by Generation, 2013 vs 2014

2013 2014

“On the Internet, nobody knows you’re a dog.”“Remember when, on the Internet, nobody knew who you were?”

“Styling for

its own

sake is a

lazy 20th-

Century

conceit.”James Dyson

20

The World’s Very First Website (1992)

2014


2013 Best Design of the Year

We focus on user needs.

RELENTLESSLY


“Of US government sites, the IRS is rated most frustrating, with Healthcare.gov ranked as the easiest, just edging out the Department of Motor Vehicles.”

AnswerDash survey, 2014


During treatment for a

stomach ulcer, Deborah

Knifton was devastated to

find out that she had

stomach cancer. At the age

of 40, she had surgery to

remove her stomach.


“dublinsunrise”


@gerrymcgovern


+353 87 238 6136

@gerrymcgovern

[email protected]

Thank you

customercarewords.comWWW.

Designing for trust intersection 2015 gerry mc govern

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