You hear lots of people talk about the importance of authenticity, but why is authenticity so critical for innovation? Well as it turns out, your users will treat their relationship to your innovation (and you, by extension) as they would any other personal relationship in their lives. So, even though your innovation is most definitely not a person, your users will tend to think of it like one. They’ll think of it in terms of personality, and sometimes even gender!
As soon as we realize that our designs are being thought of as a personal relationship, authenticity becomes critical. We don’t like people in our personal life that are inauthentic, and our users won’t like products that are inauthentic. Your users are smart; they can tell when you’re being inauthentic. Once they sense that you have a purpose other than what you purport it to be, they will lose their faith in you.