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

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

It’s a warm and sunny Tuesday morning.
You are in your oﬃce.
There is nobody at home.

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

Coming back home,
you’ll ﬁnd the kitchen ﬂooded.
What would have he or she done?
2nd scenario

Coming back home,
you’ll ﬁnd that it’s all messed up.
How would you feel?
3rd scenario

1st scenario

2nd scenario

3rd scenario

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 objects
Smartecosystem
Connected
Smart objects
detect
manages
detect + do

Labeling, microcopy and tone of voice
must have a degree of speciﬁcity
consistent with the domain of application.

anti-intruder sensor
door / window sensor
open / close sensor

One simple label or word
can bias the overall experience.

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?

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
milestone #1

MultiSensor
LED Bulb
Smoke Sensor
Door / Window Sensor
Smart Dimmer
MVP

Test

• Kit delivery, installation and interview
• 5 smart objects testing and remote support
service
• Uninstall and follow-up
Steps

• 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

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

I'VE SEEN (SMART) THINGS
YOU PEOPLE WOULDN'T BELIEVE

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

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!

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

More Related Content

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

Recently uploaded

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