Designing Ethical Experiences: Social Media and the Conflicted Future
Questions of ethics and conflict can seem far removed from the daily work of user experience (UX) designers who are trying to develop insights into people's needs, understand their outlooks, and design with empathy for their concerns . In fact, the converse is true: When conflicts between businesses and customers--or any groups of stakeholders--remain unresolved, UX practitioners frequently find themselves facing ethical dilemmas, searching for design compromises that satisfy competing camps. This dynamic is the essential pattern by which conflicts in goals and perspectives become ethical concerns for UX designers. Unchecked, it can lead to the creation of unethical experiences that are hostile to users--the very people most designers work hard to benefit--and damaging to the reputations and brand identities of the businesses responsible.