The Journey is the Interface - Designing Ecosystems in the Internet of Things
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User Experience has traditionally been focused on vetting the interfaces of singular systems to increase the effectiveness and enjoyability of that product. But in our increasingly connected environment, UX (and now CX) practitioners need to be focused on the interplay of multiple systems a user may touch over the course of a particular task or day. Adding complexity to this is how the Internet of Things will exponential increase the connectedness of these ecosystems. This talk will explore the market forces and design considerations in play as we develop customer ecosystems augmented by the Internet of Things, drawing together relevant theory with practical activities such as Journey Mapping and Field Studies.
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The Journey is the Interface - Designing Ecosystems in the Internet of Things
- 1. Others Talk, We Listen. The Journey is the Interface Designing Ecosystems in the Internet of Things Copyright © 2017 CapTech Ventures, Inc. All Rights Reserved. CONFIDENTIAL – CapTech considers these materials to be confidential and proprietary business information.@jasonsnook #IOTJourney
- 3. @jasonsnook #IOTJourney 3 Copyright © 2015 CapTech Ventures, Inc.
- 4. @jasonsnook #IOTJourney We talk in terms of sensors
- 5. @jasonsnook #IOTJourney We talk in terms of specific appliances
- 6. @jasonsnook #IOTJourney The Internet of Things isn’t about the “things”…
- 7. @jasonsnook #IOTJourney The Internet of Things isn’t about the “things”, it’s about the people
- 8. @jasonsnook #IOTJourney Source: http://lifeathome.ikea.com/ 57% of people in New York think self reflection in the morning is important IKEA “Life at Home” Study Take a shower or bath Listen to music Pray Stretch Exercise (e.g. yoga, go for a run…) Think about something I’m grateful for Take a walk Meditate Write my thoughts down Dance Swim Martial Arts In New York, people do the following activities for self reflection.
- 11. @jasonsnook #IOTJourney Think about work routines @jasonsnook #IOTJourney
- 13. @jasonsnook #IOTJourney How do we do that?
- 14. @jasonsnook #IOTJourney We need to talk to real people.
- 15. @jasonsnook #IOTJourney Understand how they live.
- 16. @jasonsnook #IOTJourney See the places they’ll use what we’re designing.
- 17. @jasonsnook #IOTJourney Pick a setting, a routine we want to understand What are stages or steps involved? Who is involved? What is involved? How does a person feel at every step? What are they ultimately trying to do? Where are the pain points, sources of frustration? What would be most helpful at any specific moment? Journey Mapping Life Events
- 18. @jasonsnook #IOTJourney People keep, collect, organize, interact with, and ignore - all on purpose… Artifacts Are Everywhere …they just don’t always know why.
- 19. @jasonsnook #IOTJourney Compile a list of all observations from notes Categorize observations by topic Characterize each group of observations Capture findings from each group Create recommendations based on findings Collecting Observations 1 @jasonsnook #IOTJourney 2 3 4 5
- 20. @jasonsnook #IOTJourney Journey Mapping Life Events Start with a short description of the Story Add in steps And interactions Supporting data, commentary, and recommendations Layer in emotion, moments of delight, and pain points
- 21. @jasonsnook #IOTJourney Layers of Insight – Room or Venue Centric
- 23. @jasonsnook #IOTJourney Anticipatory design / Artificial Intelligence
- 26. @jasonsnook #IOTJourney 56.7 million people (19% of the population) had a disability (2010 census data) Accessibility Improving the lives of disabled users by making spaces more accessible. Seeing – 8.1 million had difficulty seeing Hearing – 7.6 million experienced difficulty hearing Walking – 30.6 million had difficulty walking or climbing stairs Holding – 19.9 million had difficulty lifting and grasping Recalling – 2.4 million had Alzheimer’s disease, senility, or dementia
- 27. @jasonsnook #IOTJourney Let’s make sure the future works for real people.
Editor's Notes
- http://www.cbsnews.com/pictures/the-wacky-inventions-of-rube-goldberg/ http://beta.img.cbsnews.com/i/2014/01/24/921e8beb-d03f-42a5-9ff2-feac76a8dbc7/Art%20of%20Rube%20Goldberg_20a.jpg Rube Goldberg came up with these incredible complicated contraptions that performed very mundane tasks (examples, wiping your mouth with a napkin, taking a selfie, etc). The point of a Rube Goldberg machine is the process, the gadgets – and the more complex the process is, the more entertaining it is.
- To this day, they do Rube Goldberg contests all over the world. IoT is very similar, we focus on the sensors, the devices, and then we go looking for tasks we can accomplish. We entertain ourselves with the process and the gadgets, but we talk very little about the tasks, the use cases – and we NEVER talk about the user and what benefit they derive from all of the complexity. We’re focused on the wrong stuff…
- Variety and power of these sensors goes up while the cost and size go down. Very exciting. Graph of sensor size and price over time Innovation-centric innovation
- The dream of a connected toaster. This year’s CES! A solution in search of a need. We talk in terms of “how can we make a toaster smart?” Appliance-centric innovation
- Today I don’t want to talk about the “things” in the Internet of Things – I want to talk about the people in the internet of things People taking sensors and coming up with a gadget Solutions in search of a problem, gadgets in search of a need….
- Today I don’t want to talk about the “things” in the Internet of Things – I want to talk about the people in the internet of things People taking sensors and coming up with a gadget Solutions in search of a problem, gadgets in search of a need….
- We need to understand peoples’ lives the way they actually work and use that as our starting point. The data that forms the foundation for this report is a combination of existing IKEA research and a new survey conducted in eight cities in eight different countries. The survey was conducted in cooperation with Swedish business intelligence agency United Minds using online panels in Berlin, London, Moscow, Mumbai, New York, Paris, Shanghai and Stockholm. More than 1,000 respondents in each city adds up to a total of 8,527 respondents among people from 18 to 60 years of age.
- Think about your morning routine… Checking my email A non-notification – tell me everything’s fine How do people want to be woken up? How will they tell time? Will they need light when they wake up? Where? Did anything happen overnight? What should I wear? (weather/meetings) Do I need an umbrella? What about traffic? What about their schedule for the day? When is my first meeting? What would save a person time in the morning? What do I need to remember to grab (my badge)?
- Think about the daily commute, how do I add value to this time or eliminate pain points Know where I’m going Tell me traffic Tell people I’m meeting with if I’m running late Remind me if I’m going by a place I need to stop at Are there any calls or other tasks I can knock out while I’m driving? Can I tell my spouse or my house that I’m on my way home? What can you tell me audibly to help prep me for my next meeting?
- Think about the work routine McKinsey report – less than 5% of jobs can be completely replaced, about 60% could have a third of their jobs automated. Identification (prove who you are) IoT has a whole other life at work
- Think about the evening routine Other times that IoT needs to know when to leave me alone Ambient lighting Music Entertainment
- Being humble enough to know we’re not our user. Danger with Design Thinking and Product Design, you have to go and prove out your assumptions.
- Slides about conducting a good field study and what you’re looking for.
- Slides about conducting a good field study and what you’re looking for.
- Slides about conducting a good field study and what you’re looking for.
- You can do this however, you can have swim lanes for whatever room they’re in instead of emotion on the vertical axis.
- Intern – well meaning but can’t really anticipate need. Like Siri, can answer some questions asks directly to her. Gives you a lot of information you don’t actually need (can’t filter) Executive Assistant – great in “white space”, can anticipate needs before you realize you need something. Understand needs so well we can anticipate them. Answers questions before you ask them. Knows when to ask as a “gatekeeper” and protect you from distractions and irrelevant tasks. Customization - what's helpful for me might not be helpful to you so how to learn a specific user’s preferences and expectations When should you not bother me Critical thinking Communication – glancability for information that needs to be communicated and invisibility for interactions that just need to happen (I don’t need a memo every time my thermostat comes on). Communication - Glancability is the new design paradigm Cognitive load Theory, where is the “goldilocks” zone of anticipatory design? Customization - Putting the “personal” in Personal Assistant – customizing around needs Competition - Intelligence Arms Race - Google Now vs Siri
- Acclimating to “always on” technology I told my wife I was going to get all these gadgets that were going to watch and listen to use all the time. She’s worried about our privacy and rightly so, I can’t guarantee that our information is always ours and that noone is looking. Security standards taken seriously (Russian hackers publish camera feeds of thousands of users). Part of anticipating is observing but are we okay with “always on” technology watching and listening to us all the time? When is data a liability? When does ultra privacy become a competitive advantage? A camera or other IoT device that promises not to share the data from your in-house activity Security standards taken seriously
- Addressing accessibility also assumes that you, one day, will be a member of this category 19 percent of the population (or 56.7 million people) had a disability according to the 2010 census. Roughly 7.2 million disabled adults live below the poverty level https://www.census.gov/newsroom/releases/archives/miscellaneous/cb12-134.html About 8.1 million people had difficulty seeing, including 2.0 million who were blind or unable to see. About 7.6 million people experienced difficulty hearing, including 1.1 million whose difficulty was severe. About 5.6 million used a hearing aid. Roughly 30.6 million had difficulty walking or climbing stairs, or used a wheelchair, cane, crutches or walker. About 19.9 million people had difficulty lifting and grasping. This includes, for instance, trouble lifting an object like a bag of groceries, or grasping a glass or a pencil. Difficulty with at least one activity of daily living was cited by 9.4 million noninstitutionalized adults. These activities included getting around inside the home, bathing, dressing and eating. Of these people, 5 million needed the assistance of others to perform such an activity. About 15.5 million adults had difficulties with one or more instrumental activities of daily living. These activities included doing housework, using the phone and preparing meals. Of these, nearly 12 million required assistance. Approximately 2.4 million had Alzheimer’s disease, senility or dementia. Keep fact checking this - Roughly 7.2 million disabled adults live below the poverty level. http://factfinder.census.gov/faces/tableservices/jsf/pages/productview.xhtml?pid=ACS_13_5YR_C18130&prodType=table Doors that un/lock themselves Lights that can be turned off automatically Video cameras, motion detectors, and other monitoring software Wearables that track vital signs