1.
VERONA – FEB 18, 2017
Anna Mormile
@annamoremile
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
@annamoremile
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.

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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

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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

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WORLD IA DAY 2017 @gnvpartners

8.
WORLD IA DAY 2017 @gnvpartners
1st scenario

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WORLD IA DAY 2017 @gnvpartners
2nd scenario

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WORLD IA DAY 2017 @gnvpartners
3rd scenario

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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

12.
Smart ?

13.
Smart objects
Smartecosystem
Connected
Smart objects
detect
manages
detect + do

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WORLD IA DAY 2017 @gnvpartners
Labeling, microcopy and tone of voice
must have a degree of specificity
consistent with the domain of application.

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WORLD IA DAY 2017 @gnvpartners
anti-intruder sensor
door / window sensor
open / close sensor

16.
One simple label or word
can bias the overall experience.

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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?

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WORLD IA DAY 2017 @gnvpartners
Physical Info Digital Info

19.
People will use
a smart ecosystem in a way
that you can’t completely
figure out.
Be prepared to learn a lot.

20.
Kick-off
Setup
Design & coding
Test
Q&A
1
2
3
4
5
WORLD IA DAY 2017 @gnvpartners
milestone #1

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MultiSensor
LED Bulb
Smoke Sensor
Door / Window Sensor
Smart Dimmer
WORLD IA DAY 2017 @gnvpartners
MVP

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WORLD IA DAY 2017 @gnvpartners
Test

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WORLD IA DAY 2017 @gnvpartners
• Kit delivery, installation and interview
• 5 smart objects testing and remote support
service
• Uninstall and follow-up
Steps

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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

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WORLD IA DAY 2017 @gnvpartners
Unboxing

26.
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

27.
Designing for user's context

28.
I'VE SEEN (SMART) THINGS
YOU PEOPLE WOULDN'T BELIEVE

29.
😱

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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

31.
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!