As designers and researchers, we always say users' needs come first, so without our users' input, we can't really justify our design decisions for our product ideas. In order to get the most genuine and honest response and information from our users during research, we always want to try building a trusted relationship with them, especially during the beginning stage of a project. In this presentation, we have consolidated a few "secrets" that we have established through two case studies that we have worked on that have helped us build trust with our stakeholders.

1. D A N I E L L E C H E N | R H I A N N A L A C H A N C E
Building Trust During ResearchBuilding Trust During Research

2. An Overview
1. Introduction
2. Why is building trust with
stakeholders important?
3. How do you build trust with your
stakeholders?
a. What happens when it goes
wrong?
b. How we resolved the conflicts
c. How can you apply these tips
to your project?
4. Q&A

3. An Introduction
+ +
R H I A N N A
= + + +
M E C H A N I C A L
E N G I N E E R I N G
A R C H I T E C T U R A L
D E S I G N
C O N N E C T E D
O B J E C T S
C A N D L E S !M E
(WITH 3D PRINTER AS PER USUAL)

4. An Introduction
+
D A N I E L L E
= + + +
S M A R T
O B J E C T S
U I / U X
D E S I G N
P R O D U C T
D E S I G N
P L A N T S !M E

5. I P D
D E S I G N E N G I N E E R I N G B U S I N E S S
+
An Introduction
= +
W E

6. Clarification on stakeholders
When we say We mean
“stakeholder”
end user
expert
client

7. Project Overview - Recess Reimagination: making the playground a place for kids to celebrate their aspirations
Pictures from
Recess project
1st & 2nd graders
stakeholders
parents
principal recess aides

8. Project Overview - C World: Helping families with cancer better cope with difficult conversations during diagnosis.
kids (10-14)
stakeholders
parent(s)
with cancer
child psychology
experts
cancer experts

9. Building Trust : why is it important?

10. Building Trust : different levels of trust = different levels of commitment
inner trust: think bff
outer trust: think Lyft driver
midline trust: think doc/professor

11. Secret 1: Show your identitySecret 1: Show your identity

12. “What do you think
you are you doing in
our playground?”
Show your identity : introduce yourself & project + show your ID

13. Show your identity : introduce yourself & project + show your ID
The Conflict
People are
protective of their
“territory”.
Our Solution
Explain who you are and
what you’re working on,
show them your ID.
However, be mindful of
how much you’re
revealing about
yourself.

14. Secret 2: Certified BackgroundSecret 2: Certified Background

15. “Sorry but you can’t
participate in our
event without having
your background
checks complete.”
Certified background : justify your qualifications

16. Certified background : justify your qualifications
The Conflict
There are formalities
that need to be
realized in order to
earn trust among
organizations.
Our Solution
Obtain appropriate
training and
certificates to justify
our background.

17. Secret 3: Show your passionSecret 3: Show your passion

18. “So this a school
project… What are you
planning on doing
with it after this
semester is done?”
Show your passion : it’s more than just a school project!

19. Show your passion : it’s more than just a school project!
The Conflict
People don’t always
want to invest their
time on a school
project.
Our Solution
Show you’re caring, and
your commitment that it
has an impact beyond
the classroom.

20. Tip 4: Find a trusted personTip 4: Find a trusted person

21. “Hi! We’d love to follow
up on...”
“Hello! We’d love to
follow up on...”
“Hello again! We’d love
to follow up on...”
Attempt 3 :(
Attempt 4 + Sarah :)
1st response finally! XD
Find a trusted person : find someone with authority and refer to them

22. Find a trusted person : find someone with authority and refer to them
The Conflict
People tend to devote
less attention to
others with less
authoritative titles.
Our Solution
Present a trusted
person or show mutual
connections during
conversations to
increase the chance of
response.

23. Secret 5: Build RapportSecret 5: Build Rapport

24. “Hey! How’s it going?
I’m just here to check
out the performance
the kids are giving.”
Build rapport : let’s get to know each other first!

25. Build rapport : let’s get to know each other first!
The Conflict
People don’t feel
comfortable disclosing
their personal information
to strangers, especially if
the topic is really sensitive.
Our Solution
Start off by showing
your face and building
rapport, and then
introduce your project.

26. Secret 6: Set expectationsSecret 6: Set expectations

27. “How will this
conversation impact
this project?”
Setting expectations : clarify the intention of conducting user research

28. Setting expectations : clarify the intention of conducting user research
The Conflict
People would like to know
how their input is going to
help your project, and
sometimes it’s not that
obvious.
Our Solution
Assure our research
participants that all of
their information will
help us move forward
on our project.

29. Secret 7: Create IncentivesSecret 7: Create incentives

30. “So… who wants some
pizza and play some
games?”
Creating incentives : make research session more engaging

31. Creating incentives : make research session more engaging
The Conflict
We don’t have money to
pay our research
participants. :(
Our Solution
But we can try making
our interview session
more engaging!
(activities + food +
prototype testing)