Learn about the specific concerns that come into play when designing user experiences for the internet of things.

2. Internet of Things
User Experience
Catherine Robson

3. @catwrobson
crobson@redhat.com
Catherine Robson
User Experience Design
Red Hat

4. AGENDA
• What is the Internet of Things (IoT)
• User impact of IoT
• Creating good IoT experiences
• How to track success

5. Internet of Things is the basic principle that any objects in our
lives can be connected to create a more informed and
collaborative experience between humans and their world.
Internet of Things

6. More informed and collaborative experience is
the core
It’s the reason we are doing this.
How do you harness the internet of things to create
more intelligent experiences with your users?

7. First, we need to be informed
The number of devices is expected to grow exponentially

8. With more devices, comes more human interaction

9. 100 devices
99% performance
=
1 device that needs your attention

10. Human time is the weak point

11. User Experience examples in IoT
vs

12. Does this apply to enterprise?
Consumer market proving value that IoT can bring to interactions with users.
Better user experiences at work can:
Save money Increase productivity Improve job
satisfaction

13. Tips for improved User Experience

14. Design IoT with minimal interaction

15. Design IoT with minimal interaction
Reduce beeps and notifications

16. Design IoT with minimal interaction
Reduce beeps and notifications
Streamline troubleshooting & fix workflows

17. Design IoT with minimal interaction
Reduce beeps and notifications
Streamline troubleshooting & fix workflows
Provide suggestions & default actions

18. Design IoT with minimal interaction
Reduce beeps and notifications
Streamline troubleshooting & fix workflows
Provide suggestions & default actions
Build intelligence to not disturb the user when possible

19. Let data drive decisions, only include human
intervention when necessary

20. Let data drive decisions, only include human
intervention when necessary

21. Expectation Setting

22. Expectation Setting

23. Expectation Setting

24. But what if my Nest could
talk to my Lighting?

25. Avoid proprietary solutions

26. Avoid proprietary solutions

27. Avoid proprietary solutions

28. Avoid proprietary solutions

29. Red Hat - Open Standards

30. Designing an Experience

31. Start with user stories
As a track engineer, I need to be notified of track
problem information so I can easily review track
problems.
As a <user type>, I want <feature> so <reason>.

32. Understand flows across devices
Track sensor
identifies issue
System calculates
best track
engineer
System updates
engineer’s
schedule &
notifies them
Engineer sees next
assignment on watch,
gets directions to
location.
GPS recognizes
engineer on site.
Updates ticket.
Engineer closes
ticket with
resolution
information.
Engineer sees next
assignment on watch,
gets directions to
location.
Trains rerouted until
engineer can assess
Trains routed
back to track

33. Full customer experience flow

34. UX expertise to consider
Designing the software users interact with on tablets, phones, computers, and
other screen-based interactions for ease of use and adoption
UI Design
Industrial Design
Customer Experience
Designing the hardware and ergonomics that fit elegantly into people’s lives
The full customer journey from end to end, purchase through upgrade

35. How do I know if we’re doing well?

36. It’s still a new paradigm
Gather feedback
often
Be willing to
change
Keep a sense
of humor

37. Collect data on usage

38. Collect data on usage
Gather drop-off points in console usage

39. Collect data on usage
Gather drop-off points in console usage
Which devices are getting input

40. Collect data on usage
Gather drop-off points in console usage
Which devices are getting input
What features are being used

41. Collect data on usage
Gather drop-off points in console usage
Which devices are getting input
What features are being used
Ask for feedback during various stages of the journey

42. Gather emotion during customer journey
user approaches
store in a rush
User enters store
and gets notification
of sale
User realizes the
thing they want
doesn’t qualify
User scans item,
sees they can use
coupon
Applies coupon and
pays on phone, and is able
to pick up child on time

43. In Summary
More devices =
less time
Design your
experience
mindfully
Measure &
Improve

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45. Thanks!
@catwrobson
crobson@redhat.com
Catherine Robson