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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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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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

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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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8. WORLD IA DAY 2017 @gnvpartners
1st scenario

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2nd scenario

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3rd scenario

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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

13. Smart ?

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

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

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

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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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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
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milestone #1

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

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Test

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

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• 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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Unboxing

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

33. Designing for user's context

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

35. 😱

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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!