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FLUPA 2017
What’s different about UX
for IoT?
Claire Rowland
@clurr
with thanks to Helen Le Voi /@hlevoi and Martin Charli...
•Product/UX strategy consultant
•Specialising in IoT, particularly
connected home/energy
management
•Lead author of Design...
3 copies for best tweets
and questions ->
@flupa @clurr #uxdays17
Who here:
• Works on software products/services?
• Works on products/services with a physical/hardware component?
• Owns s...
My grandfather could probably have told you how many electric
motors he owned.There was one in the car, one in the fridge,...
33billion
Devices will be connected by 2020
Ref: Strategy Analytics
Images:Withings, Made by Many, ecobee, Pod, Philips, Streetline, Evrythng/Diageo, Lockitron, Proteus,Thington, Brita, Hi-P...
Images: Emmett Tullos, Bigbelly, Smart Structures,Wikicommons, PowerOasis, OnFarm, GROUND Lab, Nomi, Helium,
[replace]
Ind...
9
Embedded devices that
connect to the Internet
…but also a bunch of
things that are only
indirectly connected to
the Inte...
You don’t have to be a hardware
engineer or industrial designer to work
in connected products
Images: Nixdorf, Seymourpowe...
Software is a big
part of connected
products Your energy consumption is
20% higher than this time last
year, because it’s ...
Thanks to British Gas
There are an
increasing number
of opportunities to
work with software
and services
enabled by
connec...
But…
there’s a bunch of stuff that’s different
about working with hardware-enabled
services
http://www.digitaltrends.com/home/heck-internet-things-dont-yet/
Shiny visions of the future…
…but the reality is often new ways to fail
‘It’s a bit glitchy but it’s OK, you just have to be in
the room at the same ti...
Images: Owlet,August, InTouch, Tesla
…and “a bit glitchy” could have very serious consequences
When we talk about design for IoT…
We tend to focus on industrial and UI design
Designing the parts separately won’t result
in a great experience
Designers need to create a coherent UX for
the whole sys...
Facets of connected product UX
Screen layout. Look and feel
Most
visible
Least
visible
Conceptual model
How should users t...
Facets of connected product UX
Screen layout. Look and feel
Most
visible
Least
visible
Conceptual model
How should users t...
Conceptual models
How do things connect?
Apparently similar products can work in different ways
Internet
Local WiFi
Which code runs where?
When parts
of the system
things lose
connectivity
or power,
what stops
working?
It depends on
the s...
Interusability
Wäljas, M., Segerståhl, K., Väänänen-Vainio-Mattila, K., Oinas-Kukkonen, H., (2010). Cross-Platform Service...
Composition: which bit does what?
Distributing user-facing functionality across devices
(Nearly) all interactions via phon...
Key actions on
the device…
… the same
actions, but more
control and
additional
features, in app.
..or a special set of
features offloaded to
the app so as not to
get in the way of the
main experience
Appropriate consistency across UIs?
Terminology is the
most basic
example.
However different
the UIs, identical
functions ...
How can devices/UIs feel like a family?
Images: Nest
“Click”
Nest use visual and audio cues to tie the thermostat and
phon...
At an absolute minimum:
Images: British Gas
Identical
functions
must have
the same
name
We don’t (yet) expect
Things to behave like
the Internet
The average consumer is going to
find it very strange when objects...
Latency and reliability: delays and glitches
[Video: Philips Hue over local WiFi
vs 4G connection]
90 second delay
Intermittent
connectivity
Images: British Gas
Sometimes parts of
the system take time
to connect and sync
Intermittent
connectivity
(and latency)
[Video: British Gas Hive heating
controller]
Delays and
glitches can
undermine the
value of the
product
…………………………..
“Oh, never mind”
[ding dong]
Nicolas Calderone via...
We can no longer
sustain

the illusion of
direct
manipulation
We can’t always create seamless user
experiences in IoT
We need to handle delays and
uncertainties gracefully (continuity)
Option 1: The
optimistic
white lie
Pretend it’s worked.
Backpedal if it goes wrong.
Instagram does
this
The photo is already shown
as ‘liked’, even though the
phone OS tells us that the
instruction is still...
Let me think about that…
…nope
Images: Philips
So does Philips Hue
Pretend it’s worked.
Backpedal if it goes wrong.
Variant: Acknowledge and hope
“Alexa, turn the living room
lights off”
Did it work?
“OK!” “OK!”
Yes No
Option 2: Be truthful and transparent
Some people really spell it out
Images: Lowes
Safety critical/urgent
Messages must get through quickly
Always communicate what’s actually
happening
Low touch/non-critic...
Data: fuzzy and timely or precise but old?
[Flossie: is here!
[11.32]
Mr Pickles was here at 15.02
Mr Pickles is around he...
It’s about interconnections,
and the experience of the
system
Images: MyLively, Efergy
Your system… and other systems
Which other products and
services work with yours?
What other ways to interact
(and potenti...
Tesler’s law of the conservation of
complexity:
As you make the user
interaction simpler you
make things more
complicated ...
Merci!
Questions?
@clurr | claire@clairerowland.com
www.designingconnectedproducts.com
Get 50% off the ebook from
shop.ore...
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Flupa UX Days 2017 : "What's diffrent about UX for IOT" par Claire Rowland

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Helping users form an effective mental model of the system: what different devices do, and how they are interconnected. When is it appropriate to explain the system model – how things actually work – and when to simplify so they don’t need to concern themselves with technical details?
Effective composition: distributing functionality between devices, to suit the capabilities of the devices and context of use.
Appropriate consistency: how to determine which elements of the design should (and should not) be consistent across different interfaces, considering e.g. terminology, platform conventions, aesthetic styling and interaction architecture.
Continuity: how patterns of connectivity unique to IoT can cause discontinuities in the UX between devices, and how to handle these in the design.

Publié dans : Design
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Flupa UX Days 2017 : "What's diffrent about UX for IOT" par Claire Rowland

  1. 1. FLUPA 2017 What’s different about UX for IoT? Claire Rowland @clurr with thanks to Helen Le Voi /@hlevoi and Martin Charlier /@marcharlier Image: Jacopo Werther
  2. 2. •Product/UX strategy consultant •Specialising in IoT, particularly connected home/energy management •Lead author of Designing Connected Products Bonjour!
  3. 3. 3 copies for best tweets and questions -> @flupa @clurr #uxdays17
  4. 4. Who here: • Works on software products/services? • Works on products/services with a physical/hardware component? • Owns some connected products or uses them in everyday life? • Would like to work on connected products?
  5. 5. My grandfather could probably have told you how many electric motors he owned.There was one in the car, one in the fridge, one in his drill and so on. My father, when I was a child, might have struggled to list all the motors he owned (how many, exactly, are in a car?) but could have told you how many devices were in the house that had a chip in. Today, I have no idea how many devices I own with a chip, but I could tell you how many have a network connection. And I doubt my children will know that, in their turn. Benedict Evans http://ben-evans.com/benedictevans/2014/5/26/the-internet-of-things
  6. 6. 33billion Devices will be connected by 2020 Ref: Strategy Analytics
  7. 7. Images:Withings, Made by Many, ecobee, Pod, Philips, Streetline, Evrythng/Diageo, Lockitron, Proteus,Thington, Brita, Hi-Park Consumer
  8. 8. Images: Emmett Tullos, Bigbelly, Smart Structures,Wikicommons, PowerOasis, OnFarm, GROUND Lab, Nomi, Helium, [replace] Industrial
  9. 9. 9 Embedded devices that connect to the Internet …but also a bunch of things that are only indirectly connected to the Internet… …and some things which are only locally connected to other things Connected products? IoT? Industry 4.0?
  10. 10. You don’t have to be a hardware engineer or industrial designer to work in connected products Images: Nixdorf, Seymourpowell
  11. 11. Software is a big part of connected products Your energy consumption is 20% higher than this time last year, because it’s colder The lamp turned on at 8pm You left your oven on when you went out. Do you want to turn it off? There’s smoke in your house! There’s an intruder! I’m turning the camera on Your solar panels are generating 4kW Your fridge is developing a fault I see you’re coming home. Shall I set the temperature to 21C?
  12. 12. Thanks to British Gas There are an increasing number of opportunities to work with software and services enabled by connected hardware
  13. 13. But… there’s a bunch of stuff that’s different about working with hardware-enabled services
  14. 14. http://www.digitaltrends.com/home/heck-internet-things-dont-yet/ Shiny visions of the future…
  15. 15. …but the reality is often new ways to fail ‘It’s a bit glitchy but it’s OK, you just have to be in the room at the same time’. Actual review of the Wink hub
  16. 16. Images: Owlet,August, InTouch, Tesla …and “a bit glitchy” could have very serious consequences
  17. 17. When we talk about design for IoT… We tend to focus on industrial and UI design
  18. 18. Designing the parts separately won’t result in a great experience Designers need to create a coherent UX for the whole system Cross-Platform Service User Experience:A Field Study and an Initial Framework. Minna Wäljas, Katarina Segerståhl, & colleagues, MobileHCI’10: http://bugi.oulu.fi/~ksegerst/publications/p219-waljas.pdf
  19. 19. Facets of connected product UX Screen layout. Look and feel Most visible Least visible Conceptual model How should users think about the system? Interusability Interactions spanning multiple devices with different capabilities UI/visual design Platform design Technology enablers spanning products/services Industrial design Physical hardware: capabilities and form factor Interaction design Architecture and behaviours per service, per device Service design Holistic experience across digital and non-digital touchpoints Productisation Audience, proposition, objectives, functionality of a specific service
  20. 20. Facets of connected product UX Screen layout. Look and feel Most visible Least visible Conceptual model How should users think about the system? Interusability Interactions spanning multiple devices with different capabilities UI/visual design Platform design Technology enablers spanning products/services Industrial design Physical hardware: capabilities and form factor Interaction design Architecture and behaviours per service, per device Service design Holistic experience across digital and non-digital touchpoints Productisation Audience, proposition, objectives, functionality of a specific service
  21. 21. Conceptual models
  22. 22. How do things connect? Apparently similar products can work in different ways Internet Local WiFi
  23. 23. Which code runs where? When parts of the system things lose connectivity or power, what stops working? It depends on the system model Product images: Philips
  24. 24. Interusability Wäljas, M., Segerståhl, K., Väänänen-Vainio-Mattila, K., Oinas-Kukkonen, H., (2010). Cross-Platform Service User Experience: A Field Study and an Initial Framework. Mobile HCI 2010.
  25. 25. Composition: which bit does what? Distributing user-facing functionality across devices (Nearly) all interactions via phone app Interactions mirrored on phone and thermostat Image:Tado Image: ecobee
  26. 26. Key actions on the device… … the same actions, but more control and additional features, in app.
  27. 27. ..or a special set of features offloaded to the app so as not to get in the way of the main experience
  28. 28. Appropriate consistency across UIs? Terminology is the most basic example. However different the UIs, identical functions must have the same name Images: British Gas
  29. 29. How can devices/UIs feel like a family? Images: Nest “Click” Nest use visual and audio cues to tie the thermostat and phone app together
  30. 30. At an absolute minimum: Images: British Gas Identical functions must have the same name
  31. 31. 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 Image: Nissim Farim
  32. 32. Latency and reliability: delays and glitches [Video: Philips Hue over local WiFi vs 4G connection]
  33. 33. 90 second delay Intermittent connectivity Images: British Gas Sometimes parts of the system take time to connect and sync
  34. 34. Intermittent connectivity (and latency) [Video: British Gas Hive heating controller]
  35. 35. Delays and glitches can undermine the value of the product ………………………….. “Oh, never mind” [ding dong] Nicolas Calderone via macsources.com
  36. 36. We can no longer sustain
 the illusion of direct manipulation
  37. 37. We can’t always create seamless user experiences in IoT We need to handle delays and uncertainties gracefully (continuity)
  38. 38. Option 1: The optimistic white lie Pretend it’s worked. Backpedal if it goes wrong.
  39. 39. Instagram does this The photo is already shown as ‘liked’, even though the phone OS tells us that the instruction is still being sent
  40. 40. Let me think about that… …nope Images: Philips So does Philips Hue Pretend it’s worked. Backpedal if it goes wrong.
  41. 41. Variant: Acknowledge and hope “Alexa, turn the living room lights off” Did it work? “OK!” “OK!” Yes No
  42. 42. Option 2: Be truthful and transparent
  43. 43. Some people really spell it out Images: Lowes
  44. 44. Safety critical/urgent Messages must get through quickly Always communicate what’s actually happening Low touch/non-critical OK if data or instructions take time to get through User can assume it’s working until notified of a problem The ‘right’ approach depends on context Images: MyLively, Efergy
  45. 45. Data: fuzzy and timely or precise but old? [Flossie: is here! [11.32] Mr Pickles was here at 15.02 Mr Pickles is around here now
  46. 46. It’s about interconnections, and the experience of the system Images: MyLively, Efergy
  47. 47. Your system… and other systems Which other products and services work with yours? What other ways to interact (and potential glitches) does that introduce? How do users manage the complexity of many interconnected products and services?
  48. 48. Tesler’s law of the conservation of complexity: As you make the user interaction simpler you make things more complicated for the designer or engineer LarryTesler, formerVP of Apple
  49. 49. Merci! Questions? @clurr | claire@clairerowland.com www.designingconnectedproducts.com Get 50% off the ebook from shop.oreilly.com using code AUTHD

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