User centred design (UCD) and the connected home
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This presentation is a summary of a workshop that was conducted at UX London and Mozfest by Cyber-Duck, an agency that merges lean and agile deliver with user centred design (UCD). The workshop was aimed at those wanting to apply UCD to futuristic technologies. The workshop explored the concepts and thinking of ‘how to design an Internet Connected Dishwasher app’ while considering a wider eco system. The workshop started by introducing IoT (and ‘nearables’), why its relevant now and how the UCD process can adapt to it. The workshop frames UCD in a wider product delivery context and is aimed at those wanting to learn on how UX tactics can be applied to successfully design IoT products and systems.
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User centred design (UCD) and the connected home
- 1. AN INTRODUCTION TO USER CENTRED DESIGN And The Connected Home DANNY BLUESTONE @danny_bluestone ANDREW PAIRMAN @andrewpairman
- 4. UX WHITE PAPER Our process evolved over ten years, now you can learn from our award winning formula
- 6. ANDREW PAIRMAN UX DESIGNER DANNY BLUESTONE UX CONSULTANT
- 7. WHAT YOU WILL LEARN PART 01 Introduction What is UCD Why connected devices Design heuristics Bringing UCD to the IoT world The connected dishwasher 1 HOUR PART 02 Evaluation model Stakeholder interviews Personas Prototype Testing Summary BREAK 30 MINS 1.5 HOURS
- 8. WHAT IS (UCD) OR USER CENTRED DESIGN?
- 9. The central premise of user centred design is that the best designed products and services result from understanding the needs of the people who will use them. “
- 10. http://xkcd.com/773/ GIVING USERS WHAT THEY NEED NOT WHAT YOU THINK THEY NEED
- 11. BENEFITS OF UCD
- 12. QUALITATIVE - Find out what customers actually want. CONTEXT – Discover the exact context to design for. CREATIVITY – Combine UCD with branding. FOCUS - Avoid ‘analysis paralysis’ and data numbness. REMOVE EGOS – Verify decisions with real customers.
- 13. http://www.flickr.com/photos/matski_98/8259750205/ TAKE TIME TO OBSERVE HOW PEOPLE USE YOUR DESIGN
- 14. HOW TO APPROACH DESIGN
- 15. TIMOTHY PRESTRO, CEO of DMT DESIGN FOR PEOPLE, NOT AWARDS http://designthatmatters.org/portfolio/projects/
- 16. DESIGN FOR OUTCOMES www.ted.com/talks/timothy_prestero_design_for_people_not_awards.html and http://www.designthatmatters.org/pictures/dtm_blog/Baby_in_Firefly.JPG
- 17. UCD EXAMPLES
- 18. http://www.flickr.com/photos/simonw92/8534697674/ “ If the engineers could, they'd give you 40 buttons, but when you're driving it's not that easy to use them all, so it's better to have the ones you really need. The key thing is to make it simpler without getting rid of stuff that I might need to make the car go quicker. Lewis Hamilton
- 19. IS UCD ALWAYS THE BEST APPROACH?
- 20. tree diagram
- 21. “ If I had asked people what they wanted, they would have said faster horses. https://www.flickr.com/photos/centralasian/5577775866/ Henry Ford
- 22. USERS ARE NOT DESIGNERS IT IS USER CENTRED DESIGN, NOT USER CONTROLLED DESIGN
- 23. ENTER INTERNET OF THINGS (IOT)
- 24. The Internet of Things (IoT) is a scenario in which objects, animals or people are provided with unique identifiers and the ability to transfer data over a network without requiring human-to- human or human-to-computer interaction. http://whatis.techtarget.com/definition/Internet-‐of-‐Things
- 25. Bringing the internet to the things and bringing the things to the internet BENJAMIN MAUGAIN
- 26. IOT MARKET MOVERS AND SHAKERS
- 28. Apple Pay / NFC
- 31. There are more than 10 billion wirelessly connected devices in the market today; with over 30 billion devices expected by 2020. ABI RESEARCH https://www.abiresearch.com/press/more-‐than-‐30-‐billion-‐devices-‐will-‐wirelessly-‐conne/
- 32. THE PHONE AS THE EPICENTRE OF IOT
- 34. NATIVE VS WEB
- 38. AFFORDANCE
- 39. FEEDBACK
- 40. CONSTRAINTS
- 41. THE MORE CHOICES YOU HAVE TO CHOOSE FROM, THE LONGER IT TAKES FOR YOU TO MAKE A DECISION. http://www.cirencalui.com/ HICKS LAW
- 42. BRINGING UCD METHODOLOGY INTO IOT PRODUCT DESIGN
- 43. CORE PRINCIPLES
- 44. EVALUATIVE - Research to challenge the hypothesis, business case and tech. STAKEHOLDERS - During the process identify, embrace and involve them. PERSONAS - Understand user intent, filter it and verify your assumptions. PROTOTYPING - Create wireframes, prototypes and specifications. TESTING - Throughout the above, iterate the product.
- 45. UCD IS NOT THE HOLY GRAIL LIKE ANY METHODOLOGY, UCD SHOULD BE INCORPORATED INTO WIDER ORGANISATIONAL FUNCTIONS
- 46. THE WIDER CONTEXT OF UCD IN A PRODUCT ORIENTATED WORLD
- 47. SYSTEM ARCHITECTURE UCD 1. MARKET DEMAND 3. USER VALUE2. PRODUCT EDUCATION 4. TECHNOLOGY UCD IN A WIDER CONTEXT 5. COMMERCIAL ROI AGILE PRODUCTION PRODUCT DISTRIBUTION EXECUTION / QUALITY CONTROL BRAND STRATEGY GROWTH MARKETING
- 48. FIRST MOVERS
- 50. BERG’S APPROACH 1. Evaluative Do you think their hypothesis is correct, is the technology ready for this? 2. Personas Is the context right for the approached personas. What are your views? 3. Stakeholders What are your views on how they involved stakeholders? 4. Prototyping What do you think of their approach to prototyping the machine? 5. Testing Let us know how you feel you would test such a product
- 52. EXCERCISE PLEASE GET INTO GROUPS OF 5
- 53. YOUR FICTIONAL PROJECT Design an app to control a smart dishwasher THE BRIEF Whirlpool allocated a budget to produce a new smart dishwasher. The dishwasher connects to an app to provide a new way to interact with their machine. Whirlpool want you to design a smartphone app that can give the user information about the machine as well as controlling it. The app should do the following: 1. Set a wash program 2. Let the user know if the machine is running or not 3. How much power is being used 4.Salt levels and liquid levels 5. When maintenance is required 6.Connect the app to the machine
- 54. AN INTRODUCTION TO OUR APPROACH 1. Evaluative - Firstly we will challenge the hypothesis of the brief. 2. Stakeholders - We will explore who the stakeholders are. 3. Personas - Lets set the scene for the personas and our methodology. 4. Prototyping - We will then prototype some concepts for the interface. 5. Testing - Our final task will be to ‘test’ what we designed today!
- 57. THE HOOK
- 58. EVALUATIVE 1. Is our brief correct? Should the idea change slightly? 2. What problems will this app solve, if any? 3. How would a system API affect the design process (if at all)? 4. How does the above affect the technology we choose 5. How will the connected dishwasher connect into the wider connected home? 8 mins
- 61. 1. Understand SMART and persona objectives STAKEHOLDER ENGAGEMENT FRAMEWORK Understand SMART and Persona objectives Align mutual interests Define their role and availability Manage expectations Identify project risk upfront Gauge their interest and influence Understand the politics
- 62. 1. Understand who the key decision makers are upfront 2. Set your goals for the interviews; vision, requirements, KPIs 3. Stay flexible and be open to group interviews 4. Run regular show and tell presentations with them STAKEHOLDERS
- 63. 1. List the manufacturer’s internal stakeholders 2. Who are the external stakeholders (non-personas) 3. What type of questions would you ask them? STAKEHOLDERS 6 mins
- 66. 1. Create archetypical personas that focus on common intent 2. Get stakeholders to verify your persona assumptions 3. Consider their technology abilities and accessibility issues PERSONA TIPS
- 67. PERSONA EXAMPLE
- 68. 1. Research their mental model and affordances 2. Find out how you can relieve any concerns 3. Prioritise personas based on business goals 4. Validate personas by engaging with them PERSONA TIPS
- 69. Please create two persona cards for one of the groups below: 1. People that would use such a dishwasher 2. People that would not use such a dishwasher 3. Employee personas that would be required Please list the following for one of the groups 1. Intent and motivations for the groups to use the app. 2. How would they use the dishwasher in a wider context? Then challenge our axis model PERSONAS 8 mins
- 71. 1. Card sorting, or feature cards help to articulate the usage 2. Flows of control help to visualise interaction sequences 3. User stories also help to build up ideas for screen design 4. Bring the persona usage into these models 5. Humanise your prototype to get better responses 6. Often content strategies are also required PROTOTYPING TIPS
- 73. Task Frequency Difficulty Importance / priority Alternatives Type activity Notes e.g. Connect to wifi Infrequent 5/10 7/10 Not use the app, over-‐ ride interface on-‐boarding TASK TABLE
- 75. 1. Please populate the task table and do the following: • Rate the difficulty of each task and how it can be simplified • Specify how frequently users will perform the tasks. • Prioritise them based on critical to non-critical. 2. Please draw a comic story showing the 3 most common usages including the trigger, action and ‘reward’ for each PROTOTYPING - 01 15 mins
- 77. 1. Please create a logical flow of usage based on the key activities (Consider on boarding as part of that) PROTOTYPING - 02 8 mins
- 78. 1. Review the screens as a group 2. Critique the screens against the user stories 3. Start with low fidelity PROTOTYPING TIPS
- 79. IxD – INTERFACE
- 80. Please wireframe the following: 1. Home screen 2. On-boarding key screen (first time user) 3. Menu for repeat user 4. Other key screens or modes you choose PROTOTYPING - 03 18 mins
- 82. Visual language: 1. Please design a visual language based on the kits provided (stick them on the paper) 2. Once that is done, please stick them onto the previous screens you created PROTOTYPING - 04 6 mins
- 85. 1. Getting the right users is imperative but so are expert reviews 2. You can recruit users from a CRM or use professional recruiters and via guerrilla tactics 3. Contextual enquiries and eye tracking are popular types of usability testing 4. Other testing includes remote analytics, surveys and AB/MVT testing 5. Ethnography allows for even more granular monitoring of user behaviour TESTING TIPS
- 87. Each group should nominate a leader and take their screen designs to another group with a notepad. The leader should explain the rationale to each ’user’ while the others are silent. The leader should get someone in their group to help with note taking. In summary: 1. Take one to two users through your screens 2. Then get back to your original group and present your findings TESTING 10 mins
- 88. 1. UCD theories and design principles and how they adapt to the world of IoT 2. An understanding of how to engage with the various stakeholders 3. The concept of designing ‘systems’ before ‘destinations’ WHAT WE COVERED
- 89. THANK YOU DANNY BLUESTONE @danny_bluestone ANDREW PAIRMAN @andrewpairman CYBER-DUCK @cyberduck_uk