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VERONA – FEB 18, 2017
Anna Mormile
@annamormile
Design for building trust:
4 lessons learned working on
an IoT product
Ilaria Mauric
@ilariamauric
WORLD IA DAY 2017 @gnvpartners
Anna Mormile

Experience Designer, GNV & Partners

@annamormile

Ilaria Mauric

Head of Design, GNV & Partners

@ilariamauric

WORLD IA DAY 2017 @gnvpartners
It’s a warm and sunny Tuesday morning.
You are in your office.
There is nobody at home.
WORLD IA DAY 2017 @gnvpartners
During the day
the temperature reaches 35°C.
Coming back home,
you’ll find that the place is very hot.
What if somebody you trust was at home?
What would have he or she done?
1st scenario
WORLD IA DAY 2017 @gnvpartners
Coming back home,
you’ll find the kitchen flooded.
What if somebody you trust was at home?
What would have he or she done?
2nd scenario
WORLD IA DAY 2017 @gnvpartners
Coming back home,
you’ll find that it’s all messed up.
What if somebody you trust was at home?
How would you feel?
3rd scenario
WORLD IA DAY 2017 @gnvpartners
WORLD IA DAY 2017 @gnvpartners
1st scenario
WORLD IA DAY 2017 @gnvpartners
2nd scenario
WORLD IA DAY 2017 @gnvpartners
3rd scenario
WORLD IA DAY 2017 @gnvpartners
3 main tech constraints
Non native IoT apps:
• must be left open or running

in the background
• cannot overwrite system preferences 

(like silent or don’t disturb mode)
• cannot launch and manage other apps
Smart ?
Smart objects
Smartecosystem
Connected
Smart objects
detect
manages
detect + do
WORLD IA DAY 2017 @gnvpartners
Labeling, microcopy and tone of voice
must have a degree of specificity
consistent with the domain of application.
WORLD IA DAY 2017 @gnvpartners
anti-intruder sensor
door / window sensor
open / close sensor
One simple label or word
can bias the overall experience.
WORLD IA DAY 2017 @gnvpartners
Where do you expect to find informations?
How do you want to see them?
Would you check them often
or unless something happens?
But how can they be realistically designed

today?
WORLD IA DAY 2017 @gnvpartners
Physical Info Digital Info
People will use
a smart ecosystem in a way
that you can’t completely
figure out.
Be prepared to learn a lot.
Kick-off
Setup
Design & coding
Test
Q&A
1
2
3
4
5
WORLD IA DAY 2017 @gnvpartners
milestone #1
MultiSensor
LED Bulb
Smoke Sensor
Door / Window Sensor
Smart Dimmer
WORLD IA DAY 2017 @gnvpartners
MVP
WORLD IA DAY 2017 @gnvpartners
Test
WORLD IA DAY 2017 @gnvpartners
• Kit delivery, installation and interview
• 5 smart objects testing and remote support
service
• Uninstall and follow-up
Steps
WORLD IA DAY 2017 @gnvpartners
• learn how users accept these objects at their
home and how they use them in their daily
lives and understand if they run into difficulties
and of what kind
• understand their anxieties, their fears and
mistrust
• understand if these smart objects are really
useful and what kind of problems they solve
Goals
WORLD IA DAY 2017 @gnvpartners
Unboxing
I can use it against
mosquitoes…
👽
I can use it as a burglar
alarm for my car…
Smoke sensor
MultiSensor
Door/Window Sensor
With this I can do a
light alarm...
LED bulb
Designing for user's context
I'VE SEEN (SMART) THINGS
YOU PEOPLE WOULDN'T BELIEVE
😱
WORLD IA DAY 2017 @gnvpartners
Design Process
• Start with research, immediately.
• Make objects work one by one and test them
with users, immediately.
Design thinking
• Design to build trust means to understand
context and language and to set expectations
• Make clear what makes an ecosystem smart.
Lessons learned
WORLD IA DAY 2017 @gnvpartners
We thank the whole Iooota team for allowing us to share what we have learned
working with them from the very beginning. They are working extremely hard
to make their product meaningful and awesome. No rest for the wicked!
Any questions? Thank you!

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Design for building trust: 4 lessons learned working on an IoT product

  • 1. VERONA – FEB 18, 2017 Anna Mormile @annamormile Design for building trust: 4 lessons learned working on an IoT product Ilaria Mauric @ilariamauric
  • 2. WORLD IA DAY 2017 @gnvpartners Anna Mormile
 Experience Designer, GNV & Partners
 @annamormile
 Ilaria Mauric
 Head of Design, GNV & Partners
 @ilariamauric

  • 3. WORLD IA DAY 2017 @gnvpartners It’s a warm and sunny Tuesday morning. You are in your office. There is nobody at home.
  • 4. WORLD IA DAY 2017 @gnvpartners During the day the temperature reaches 35°C. Coming back home, you’ll find that the place is very hot. What if somebody you trust was at home? What would have he or she done? 1st scenario
  • 5. WORLD IA DAY 2017 @gnvpartners Coming back home, you’ll find the kitchen flooded. What if somebody you trust was at home? What would have he or she done? 2nd scenario
  • 6. WORLD IA DAY 2017 @gnvpartners Coming back home, you’ll find that it’s all messed up. What if somebody you trust was at home? How would you feel? 3rd scenario
  • 7. WORLD IA DAY 2017 @gnvpartners
  • 8. WORLD IA DAY 2017 @gnvpartners 1st scenario
  • 9. WORLD IA DAY 2017 @gnvpartners 2nd scenario
  • 10. WORLD IA DAY 2017 @gnvpartners 3rd scenario
  • 11.
  • 12. WORLD IA DAY 2017 @gnvpartners 3 main tech constraints Non native IoT apps: • must be left open or running
 in the background • cannot overwrite system preferences 
 (like silent or don’t disturb mode) • cannot launch and manage other apps
  • 14.
  • 16. WORLD IA DAY 2017 @gnvpartners Labeling, microcopy and tone of voice must have a degree of specificity consistent with the domain of application.
  • 17. WORLD IA DAY 2017 @gnvpartners anti-intruder sensor door / window sensor open / close sensor
  • 18. One simple label or word can bias the overall experience.
  • 19. WORLD IA DAY 2017 @gnvpartners Where do you expect to find informations? How do you want to see them? Would you check them often or unless something happens? But how can they be realistically designed
 today?
  • 20. WORLD IA DAY 2017 @gnvpartners Physical Info Digital Info
  • 21. People will use a smart ecosystem in a way that you can’t completely figure out. Be prepared to learn a lot.
  • 22. Kick-off Setup Design & coding Test Q&A 1 2 3 4 5 WORLD IA DAY 2017 @gnvpartners milestone #1
  • 23. MultiSensor LED Bulb Smoke Sensor Door / Window Sensor Smart Dimmer WORLD IA DAY 2017 @gnvpartners MVP
  • 24. WORLD IA DAY 2017 @gnvpartners Test
  • 25. WORLD IA DAY 2017 @gnvpartners • Kit delivery, installation and interview • 5 smart objects testing and remote support service • Uninstall and follow-up Steps
  • 26. WORLD IA DAY 2017 @gnvpartners • learn how users accept these objects at their home and how they use them in their daily lives and understand if they run into difficulties and of what kind • understand their anxieties, their fears and mistrust • understand if these smart objects are really useful and what kind of problems they solve Goals
  • 27. WORLD IA DAY 2017 @gnvpartners Unboxing
  • 28.
  • 29. I can use it against mosquitoes… 👽 I can use it as a burglar alarm for my car… Smoke sensor MultiSensor Door/Window Sensor With this I can do a light alarm... LED bulb
  • 30.
  • 31.
  • 32.
  • 34. I'VE SEEN (SMART) THINGS YOU PEOPLE WOULDN'T BELIEVE
  • 35. 😱
  • 36.
  • 37. WORLD IA DAY 2017 @gnvpartners Design Process • Start with research, immediately. • Make objects work one by one and test them with users, immediately. Design thinking • Design to build trust means to understand context and language and to set expectations • Make clear what makes an ecosystem smart. Lessons learned
  • 38. WORLD IA DAY 2017 @gnvpartners We thank the whole Iooota team for allowing us to share what we have learned working with them from the very beginning. They are working extremely hard to make their product meaningful and awesome. No rest for the wicked! Any questions? Thank you!