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Very few IoT products have jumped the gap to the mass consumer market. Could some of the problems lie in the overall user experience? In this talk from IoT14, Claire Rowland looks at some of the UX factors that are unique to IoT and considers how to make IoT products that just work for consumers.
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Getting the IoT into Tescoor: IoT user experience for the mass market
Tesco Toton by Roger
Claire Rowland/@clurrBLN Internet of Things 2014
Monday, 14 April 14
Hello :)
- Independent UX and product consultant
- O’Reilly author: “UX design for the consumer internet of things” (due end 2014)
Previously :- Service design manager for AlertMe- Head of research at Fjord- Smarcos: EU consortium researching
interusability of interconnected embedded devices
Monday, 14 April 14
photo by steven de polophoto by lyzadanger
photo by nickpophoto by david ward
Consumers are a very challenging audience for IoT
Monday, 14 April 14
Mass market products should- Solve a real problem
people have (value)- Offer a good solution
(desirable, usable)- Come at a cost
(financial, effort) that feels in proportion to the value
Monday, 14 April 14
UX for IoT is not just UI and industrial design
UI/visual designscreen layout, look and feel
Platform designdiscovery, control and coordination for interconnected devices and services
Service designcustomer lifecycle, customer services, integration with non digital touchpoints
Productisationaudience, proposition, objectives, functionality of a specific service
Industrial designphysical hardware: capabilities
and form factor
Interaction designarchitecture and behaviours per
service, per device
Interusabilityinteractions spanning multiple
devices with different capabilities
Conceptual modelHow should users think about the
system?
Many different layers of design shape the end user experience
Monday, 14 April 14
UX for IoT is different...We don’t (yet) expect Things to behave like the Internet
The average consumer is going to find it very strange when objects take time to respond, or lose instructions.
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3 key guidelines for successful consumer IoT products:-Solve a tangible problem-Keep the conceptual model simple-Make distributed interactions feel coherent
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Solve a tangible problemWhat does it do? Why would I want it?
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In areas where they don’t have expert knowledge or are short on time
consumers need products, not tools
Product Tool
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Nest do productisation really wellMonday, 14 April 14
Belkin’s mobile app is good, buta connected socket is a tool that requires users to solve their own problems
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This, though, is a great idea
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Simple conceptual modelThe user’s understanding of how it works, and what it can do
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Conceptual models should be simple
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Connectedness requires users to think about system models
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Beware the surprise packageTaking a successful mass market product and making it back into an early adopter productScott Jenson, ‘The Simplicity Shift’
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You can try to explain the system model...
BERG Cloud bridge: transparent network comms
Monday, 14 April 14
...but users shouldn’t have to understand exactly how a complex system works in order to be able to use it successfully
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Coherence across distributed interactionsInterusability: distributed UX
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vs
CompositionDistribute functionality to suit the context of use
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ConsistencyCreate device-appropriate interfaces that feel like a family
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Continuity
Create fluent cross platform interactions... BERG Cloudwash prototype
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19
2 min delay21
...ensure data is up to date on all platforms if possible
Constrained devices often suffer discontinuities
iphone by daniel, cloud by edward boatman, router by joe harrison, thermometer by ashley reinke, radiator and boiler by axeny virtinsky
Monday, 14 April 14
Good consumer UX for IoT is deceptively hard
A final thought
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Tesler’s law of the conservation of complexity:
As you make the user interaction simpler you make things more complicated for the designer or engineerLarry Tesler, former VP of Apple
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