how does gdpr affect the design of user experiences?
TRANSCRIPT
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Law.
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Tech.
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Users.
Let’s take the role of a user for awhile
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1. Most of us do not know our rights. We just want to use services as smoothly as possible.
2. If we do know, we might want to use them occasionally. But again as smoothly as possible.
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> Sending a paper copy to anywhere is not convenient or smooth.
How does GDPR affect the design ofuser experiences?
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Moving beyondthe law text?
My rights as a user...
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1. Review my data2. Ask corrections to my data3. To be forgotten4. To be informed of data disclosures5. Transfer my data to another service provider
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Which are the contact points user has before/while/after using the service?
13http://www.servicedesigntools.org/sites/default/files/res_images/02.jpg
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Contact points
Before During After
Registration?Logging in?Marketing activities?
-> Giving actively consent
Notifications?Customer service?
-> Reviewing data-> Refinements and corrections-> Information of data disclosures
Messages?Customer service?
-> Erasing data-> Transferring data to another service provider
How does GDPR affect the design ofuser experiences?
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Communication.
Customer satisfaction
Loyalty
Brand image
More customer information
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Act with the user in mind.
