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Keynote Talk: Hospitable Design — A Framework f...

Keynote Talk: Hospitable Design — A Framework for User Care

The stress of a global pandemic brought into focus our human need for empathy and kindness. And while we recognized these needs deeply in ourselves, do we extend this level of care to everyone who interacts with our websites? In this keynote, Joel Goodman speaks to ways our sector can holistically improve the hospitality of our web properties through accessibility, better user experience design, research, and feedback loops.

Joel G Goodman

June 10, 2023
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  1. “All designed interactions have consequences, whether it's someone getting stuck

    buying a train ticket from a kiosk, or hidden menus inside of web applications. The consequences might be unintended but they cost time and money and erode trust in our platforms. We need to uncover how a product can cause harm and fix it.” Ron Bronson ↖︎
  2. Consequence Design is a way for us to notice the

    anti-patterns we encounter every day. 
 Hospitable Design is a framework for doing something about it.
  3. ‣Welcoming, friendly, and courteous ‣Knowledgeable ‣Efficient ‣Well-timed ‣Flexible ‣Consistent ‣Communicates

    effectively ‣Instills trust ‣Exceeds expectations Principles 
 of Hospitality 9
  4. ‣Welcoming, friendly, and courteous ‣Knowledgeable ‣Efficient ‣Well-timed ‣Flexible ‣Consistent ‣Communicates

    effectively ‣Instills trust ‣Exceeds expectations Principles 
 of Hospitality 9
  5. Other UX Design ✓ Inclusive ✓ Knowledgeable ✓ Efficient ✓

    Well-timed ✓ Flexible ✓ Consistent ✓ Communicates effectively ✓ Instills trust ✓ Exceeds expectations
  6. What other areas of your institution could be looked at

    through the lens of Hospitable Design?