Projects and resources

• Human Factors International (HFI)00:53Gillham introduces Human Factors International as a user-centred design consultancy and mentions its courses in London, Utrecht and Hamburg.
• Star Trek: The Original Series06:16Gillham uses Spock and Kirk from the original Star Trek series to contrast logical decisions with emotional intuition and gut instinct.

Concepts

• ISO 9241-210:2019 - Human-centred design for interactive systems01:01Gillham describes HFI as a user-centred design consultancy, making human-centred design a direct context for the talk.
• Customer experience01:55Gillham says customer experience is important before contrasting work beyond usability with the question of why people would act.
• ISO 9241-11:2018 - Usability: Definitions and concepts02:44Gillham says usability work traditionally focuses on finding barriers to task completion and fixing them.
• Heuristic-systematic model05:22Gillham says people use heuristics without knowing it when deciding whether to trust someone or do business with them.
• Persuasive communication09:20Gillham defines persuasion as communication intended to induce belief or action and says it should not be coercive.
• Emotion10:34Gillham describes emotion as a physiological state of arousal and gives anger, passion, excitement and pleasure as examples.

People

• Derren Brown09:58Gillham contrasts non-coercive persuasion with what he calls Derren Brown-style trickery or misdirection.