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UX of IoT: Making Meaningful Connections for Users

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Presented on Oct 9th for TC UX Meetup at Fathom Consulting, this deck contains five essential research questions to guide your IoT and connected device strategy.

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UX of IoT: Making Meaningful Connections for Users

  1. 1. © 2017 FATHOM CONSULTING | PROPRIETARY AND CONFIDENTIAL Formerly Evantage Consulting UX of IoT MAKING MEANINGFUL CONNECTIONS FOR USERS
  2. 2. © 2017 FATHOM CONSULTING | PROPRIETARY AND CONFIDENTIAL 2 We are a business consultancy that helps organizations capitalize on change and how they interact with their customers. Since 1999, we have helped clients transition from complexity to confidence. Formerly Evantage Consulting 2
  3. 3. © 2017 FATHOM CONSULTING | PROPRIETARY AND CONFIDENTIAL 3 Service offering Strategic Advisory Services Customer and User Experience Research + Design Operations Design + Optimization Business Performance Improvement Business Transformation Strategic Planning Facilitation Market Opportunity Assessment Enterprise Digital Strategy Ideation Workshops Customer Experience Strategy Qualitative & Quantitative Research Journey Mapping & Experience Choreography Digital Product & Service Design User Experience Research & Design Mobile & Desktop UI Prototyping Co-creation Service Design Process & Workflow Design Operations Improvement Organizational Design Change Management Governance Models Program Management
  4. 4. © 2017 FATHOM CONSULTING | PROPRIETARY AND CONFIDENTIAL 4 Outside-in “Bridging Strategy, Technology and the Customer Experience” was the firm’s original tagline. For the past 18 years, we’ve guided and assisted organizations in taking an “outside in” approach. Experiences Interactions Touchpoints Procedures Systems
  5. 5. © 2017 FATHOM CONSULTING | PROPRIETARY AND CONFIDENTIAL 5 First some definitions Internet of Things (IoT): The networking of physical things (often referred to as “smart devices”) in order to collect and exchange data. Connected Devices: Devices which send or receive data to at least one other device. They may use internet protocols to make the exchange or just be connected directly to other device(s).
  6. 6. © 2017 FATHOM CONSULTING | PROPRIETARY AND CONFIDENTIAL 6 Then some anti-definitions IoT is not going to magically fix all of your experience problems. IoT is not something you should do just because all the cool kids are doing it. As with early tech trends like ecommerce, social media, and mobile apps, if you don’t have a valid reason and a well-researched experience in mind, you risk winding up sad, broke, and alone.
  7. 7. © 2017 FATHOM CONSULTING | PROPRIETARY AND CONFIDENTIAL 7 Most IoT projects we have worked Provide data to the user Keeping IoT User-Centered Most IoT projects we have worked on had one of two broad goals in mind Expand access for the user Both require solid research before diving in, but providing data has more potential to impact users and more risk.
  8. 8. © 2017 FATHOM CONSULTING | PROPRIETARY AND CONFIDENTIAL 8 Research then Design 1. Conduct research to ensure you know the user needs and boundaries, and any ramifications of being connected. 2. Design how it works and what it looks like. Tonight we’ll cover five important user research questions to begin with.
  9. 9. © 2017 FATHOM CONSULTING | PROPRIETARY AND CONFIDENTIAL 9 1. How will it be used? When the user gets this data, what will they do with it? Is there something you as a product owner hope they will do differently because the device is now connected? Are there other things they might do that you wouldn’t like them to do? Is the intended action something you could automate and do for the user? Detecting and broadcasting parking lot data gives users remote access to space availability. Will this translate into increased revenue from parking?
  10. 10. © 2017 FATHOM CONSULTING | PROPRIETARY AND CONFIDENTIAL 10 2. Is it enough on its own? Your connected device is providing some data, but what is the full picture of data that would need to exist to really help the user? Is there something else that the user will immediately go look at? Is there other data that the user will want to cross reference? This “smart” tractor provides tons of data on how much fertilizer was used (and where and when) What else will the farmer want to know?
  11. 11. © 2017 FATHOM CONSULTING | PROPRIETARY AND CONFIDENTIAL 11 3. How will you deliver it? What is the best way for the user to receive the data? Are there other systems they are already interacting with that could deliver it? Is the data compelling enough to change current behaviors and preferred channels? When patient monitors are connected you could send the data almost anywhere. Where do doctors and nurses prefer to see it?
  12. 12. © 2017 FATHOM CONSULTING | PROPRIETARY AND CONFIDENTIAL 12 4. Are there boundaries? What are the user’s concerns when it comes to privacy? Is there a “creepy” factor? Does using the device expose the user to new risks (either real or perceived)? This “smart” bed learns your bedtime and warms up the foot of the bed for your cold toes. It also tracks how deeply you sleep. Could it expose you to harm? Embarrassment?
  13. 13. © 2017 FATHOM CONSULTING | PROPRIETARY AND CONFIDENTIAL 13 5. What else changes? How does being connected change the product’s relationship with the user? Could or should the service model be revisited? What touchpoints are strengthened and are any are weakened? A connected water softener allows for “just in time” salt delivery. Is that a good or bad thing for business?
  14. 14. © 2017 FATHOM CONSULTING | PROPRIETARY AND CONFIDENTIAL 14 Try it out 1. Divide into groups and find one of the designated spaces to work. 2. Introduce yourselves and distribute the question cards. 3. Open the box to reveal your brand new “smart” product. 4. Each person asks the group the question(s) on their card. Go around until you’ve covered them all. 5. Jot down a few relevant details to share with the larger group.
  15. 15. © 2017 FATHOM CONSULTING | PROPRIETARY AND CONFIDENTIAL 15 Research then Design 1. Conduct research to ensure you know the user needs and boundaries, and any ramifications of being connected. 2. Design how it works and what it looks like. Now that you’ve answered the tough questions, have fun designing!
  16. 16. © 2017 FATHOM CONSULTING | PROPRIETARY AND CONFIDENTIAL Formerly Evantage Consulting 108 N Washington Ave, Suite 400 Minneapolis, MN 55401 consultfathom.com Thank you! Kat Jayne Senior UX Consultant 612.230.3829 kjayne@consultfathom.com

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