getting the iot into consumers' hands, claire rowland at iot14

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

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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

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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

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...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

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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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Thank you@clurrclaire@clairerowland.com

Monday, 14 April 14