Bridging the Physical-Digital Divide: For UX

Bridging the Physical-Digital Divide Jason Mesut Head of User Experience, Plan @jasonmesut slideshare.net/jasonmesut slideshare.net/planstrategic enquiries@plan.bz

Uh-oh! Different tribes coming together Dancing to one beat In the same room For a common purpose

I believe in a future where physical products and digital services work in harmony

Where Industrial Design and User Experience practitioners dance to the same beat...

...in the same room

...for the common purpose of improving the products and services of the future

A hypothesis The UX community needs to start connecting, calibrating and collaborating with Industrial Design

Why is it important?

What are the things you ?

People Activities Apps

Technics 1200 Tenori-On SH-101 I love objects OP-1

Q-Bert Technics 1200

Q-Bert Roland Technics SH-101 1200

Milo Mesut Q-Bert Yamaha Technics Tenori-On 1200

Teenage Engineering OP-1

Technics 1200 Tenori-On SH-101 I love objects OP-1

Trained in Industrial Design Career in digital User Experience Five years of education Industrial Design 96 97 98 99 00 01 02 03 Digital User Experience Fifteen years of commercial experience 04 05 06 07 08 09 10 11 12 13 14

I knew I needed to speak to some experts in this space

I spoke to people who have deep experience Primarily physical design 1. Jeremy Offer 2. Mark Delaney 3. Nick Foster 4. Jim Blyth 5. Duncan Fitzsimmons 6. Marcus Hoggarth 7. Paul De’Ath 8. Alex Bradley 9. Richard Green 10. Jeanne Marrell 11. Kevin McCullagh 12. Chris Liu Primarily digital 1. Matt Webb 2. Kim Lenox 3. Scott Jenson 4. Oznur Ozkurt 5. Nick Myers 6. Dave Malouf 7. Heather Martin 8. David Sherwin 9. Steve Taylor 10. Ian Bach 11. Mike Walker 12. Pete Hamblin

Jeremy Offer Jeanne Marell Jim Blyth Industrial Designers Marcus Hoggarth Duncan Fitzsimons Nick Foster Kevin McCullagh Mark Delaney Alex Bradley

Pete Hamblin Matt Webb Dave Malouf Digital designers and technologists Heather Martin Kim Lenox Scott Jenson David Sherwin Nick Myers Ian Bach

Experiences across some big names Consultancies Manufacturers Education

Why do we need to be involved?

Screens seem to be dominating our future

Screens on everything

Screens replacing tactile controls

Screens in front of babies http://www.digitaltrends.com/wp-content/uploads/2013/12/fisher-price-ipad-apptivity-seat.jpg

Is this really the future? I’ve felt like i’m swimming against the tide of waving hands, and screens everywhere

A hardware revival is emerging

The internet of things is hitting the mainstream Niche Mass

Unfortunately in a rather odd ways

http://www.beamtoothbrush.com/toothbrush/ http://www.beamtoothbrush.com/toothbrush/

Tech companies buying hardware companies http://techguygadgets.com/google-buying-nest-labs-at-3200-million/

Service companies selling hardware to sell services

Wearable excitement People are getting excited by wearables because it’s something else, other than a smartphone

Even if they make us look ridiculous

Maybe the tide is turning? People are realising that physicality can be good

There is a lack of harmony between physical and digital

A recipe for integrated products? Integrated product = Physical product Digital + interface Digital + services

Levels of harmony Components of integrated experience Key levels of harmony Aesthetic Interactive Experience Physical product Digital interface Digital services

Clunky car interfaces Screen clash — Aesthetic mismatch — Interface not tactile — Doesn’t create a better experience

Little printer All about the platform — Web-based software interfaces and services — Hardware interface — Quirky design

Nest Rare harmony Beautiful integration — Beautiful hardware — Based on dial of thermostats of previous eras — Slick UI — Intelligent services

iPod The original integrated product? Beautiful integration — Hardware and software interface working together — iTunes store — Aesthetic mismatch

Teenage Engineering OP-1 All-in-one music workstation Beautiful integration — Resilient hardware — Slick UI — 3D printed accessories

Disharmony manifested 1. A disparity in quality 2. Disconnected design language 3. Inappropriate interactions 4. Lack of focus on the overall experience

We need greater harmony We’ve got to get involved

Why the lack of harmony exists

1/2/3/4 Hardware is being commoditised

Industrial Design given away In China, they are giving away the ID for free as part of their manufacturing services... Their skills in CAD and product design are being undervalued. Kim Lenox Ex-User Experience Director Lunar Kim Lenox

Objects becoming transient Objects, like apps, are becoming more transient — like kettles that don’t last or phones we replace regularly Jeremy Offer Design Director, Great Fridays

Focused on the touchscreen Clients are more focused on what’s on the touchscreen rather than how good the case quality is Jim Blyth Managing Director, TheAlloy

Digital natives seem to be driving the future Digital designers User Experience for web, GUI expertise Software technologists Understand infrastructure and web services Makers Prototype, and play with combining technologies Human behaviour & experience Infrastructure Connection with the arts Systems thinking Data Human behaviour Graphical User Interfaces Web technology Prototyping Mike Kuniavsky, author of Smart Things Matt Webb, Berg Kate Hartman, artist, technologist, educator OCAD

Digital designers Software technologists Makers Human behaviour & experience Infrastructure Connection with the arts Systems thinking Data Human behaviour Graphical User Interfaces Web technology Prototyping

Industrial Designers Physical form Materials and manufacture Thinking beyond screens Lacking some important skills Products that last Consumer culture Digital designers Software technologists Makers Human behaviour & experience Infrastructure Connection with the arts Systems thinking Data Human behaviour Graphical User Interfaces Web technology Prototyping

They don’t seem engaged Industrial Designers have had their head in the ground Ian Bach Senior Interaction Designer Method

They can’t justify their importance Industrial Designers are struggling to articulate the value of their work Jim Blyth Managing Director, TheAlloy

1/2/3/4 Production methods and timelines are completely different

Software added in later Software design often begins later in the product cycle or can be heavily iterated later. You’re given a spec of controls and it’s very hard to adjust the hardware in the midst of development without long delays. Nick Myers Director User Experience Design, Fitbit

UX focuses on the short term It will take 12-18 months to get something to market. It used to be 2-3 years, but component selection can still take that long. UX is very much focused on the near term — it’s less reliant on supply chains Mark Delaney Head of Design Forward, Nokia

Firmware lockdown We still need to finalize firmware a couple of months before launch. And then it’s locked into the device and harder to update. Nick Myers Director User Experience Design, Fitbit

Different paces Hardware 18 months+ Problem framing Ideation 2-6W Design development 4-8W R C Software 3 months+ Manufacturing development 26W 4-8W D C D C Tooling 12W D C D C D C D Tuning production 3W C D C Production 4-8W D C D Research Concept Design

1/2/3/4 We don’t understand each other

Title confusion Noone knows what to call anything any more. One title can mean one thing in one organisation and something completely different somewhere else. Nick Foster Advanced Design, Nokia

UX is confusing UX has done a pretty good job of making itself complicated in a short period of time. All the different subdisciplines: IA, IxD, etc. The more compartmentalised, the worse the result. Marcus Hoggarth Industrial Design Director, Native

1/2/3/4 Teams are separated

Hardware and software teams are often separated In-house SW HW In-house Agency SW HW Agency 1 Agency 2 SW HW Agency SW HW

Silos in design are making collaboration hard ID UX VD SD Architecture

Should we focus on breaking down design silos rather than wider organisation ones?

Causes of disharmony 1. Hardware is being commoditised 2. Timelines and production methods differ 3. We don’t understand each other 4. Teams are separated

How can we bridge the physical-digital divide to improve the experience of integrated products?

How can we bridge the physical-digital divide? We need to Connect / Calibrate / Collaborate

Connect / Calibrate / Collaborate Find the common ground Connect on a personal level Respect differences

Connect / Calibrate / Collaborate Adapt ourselves Change our team organisations Translate our language

Connect / Calibrate / Collaborate Unite under a common purpose Share between teams Sketch and prototype together

Connect / Calibrate / Collaborate

ID UX Offer Product Design Mechanical Engineering Ergonomics CMF Product visualisation Physical Industrial Design Mindset Digital User Experience Language Tools Interaction Design Information Architecture Content Strategy User Research Visual Design Experience strategy Time

ID Offer UX Product Design Mechanical Engineering Ergonomics CMF Product visualisation Physical Industrial Design Mindset Digital User Experience Language Tools Interaction Design Information Architecture Content Strategy User Research Visual Design Experience strategy Time

Offer Mindset What value do What is their Industrial Design and motivation? User Experience bring to the table? What are their values? Language Tools What language is used What tools and to communicate what techniques do each we do with others. use? Time What speeds do they work out through the design process? How far into the future do they look?

1/2/3/4 Find the common ground

Offer Mindset Language Hardware Understanding people ID Manufacture Conceiving and detailing solutions Tools Software UX Flexibility Time

Offer Mindset Language Modelling Making Instinctive ID Making things people love Solving problems Mechanical Decoding UX Theoretical Making solutions Aesthetic Tools Functional Time

Dieter Rams rules of good design Industrial designers obsess about physical form - Aesthetic - Makes a product understandable - Unobtrusive - As little design as possible

1/2/3/4 Connect on a personal level

Connect on a personal level I setup a monthly lunch with the director of research and development. It helps that we both care about the same thing. That helped to bring down any barriers. I worked to understand his and his team’s goals, so that we could better support them and work closer together. Nick Myers Director User Experience Design, Fitbit

Bond over shared motivations Learn from different perspectives Connect on a personal level

1/2/3/4 Break down the language barriers

Offer Mindset Language Tools Lean UX Lean engineering Agile People Materials and finish CMF Brand Responsive design CMD Interaction Tolerance Information Architect Stage gate process Class A, B, C surfaces Experience ID Package (internal component architecture) Product language Bill of materials (BOM) Similar terms for very different things Time Design UX Interaction Designer UI/UX User Interface Service UX QA / QC Material bill Persona Product Product Supply chain Ecosystem Well established terms, but still a lack of clarity

Language IDers often say they don’t understand [UX], but shifting perspective and language helps them realise when they are doing it. As a way to bridge the gap, I'd often look at their past work, point to the solutions that worked well and relate it to [UX]. Kim Lenox Former User Experience Director, Lunar

Define a common language Provide meaning for different terms

1/2/3/4 Respect the differences

Offer Mindset Language CAD modelling Appearance modelling ID Manufacturing Rendering Sampling Manufacturing techniques Tools Time Wireframing Observational research Brainstorming Sketching Prototyping Flow diagrams UX Designing in the browser Experience mapping Modelling tools to decode, clarify

Hardware is hard Hardware is appropriately named because it’s hard... ...It’s a long, hard, painful, expensive process ... It requires a long term commitment to a design Robert Brunner Partner, Ammunition (the guy who hired Jony Ive)

Here’s Jony

Come together Understand Materials and Manufacturing Understand how to build Product designers need to understand how their designs will be realised

Manufacturing means travel You can’t get away from the fact that you’re going to have to jump on a plane and meet manufacturers in China and develop one-to-one relationships — that’s quite daunting for some people. Jeremy Offer Design Director, Great Fridays

Manufacturing happens from the start Manufacturing is a key consideration, not an activity at the end of the process. Industrial designers consider manufacturing capabilities and constraints from the outset and throughout the design process. This drives and frames the design. Alex Bradley Consultant, Plan

There’s a lot you can learn about manufacturing

3D printing won’t replace large scale manufacture... yet Really valuable benefits of 3D printing haven’t really been embraced yet. 3D printed foetus

Don’t dive into manufacturing Respect the expertise and challenge Learn slowly if really interested

Offer Mindset Language Tools Upgrades New products Long term thinking Rapid releases Immediate pleasure of an interaction Designed to last ID Flexibility to adapt UX Ideas at pace Learning curve Manufacturing lag Form first Fast-paced ideation Relationship over time Form later Time

Industrial Design has to project farther into the future 2014 2015 2016 2017 2018 2019

Long-term visioning Seymour Powell Aircruise The Aircruise concept questions whether the future of luxury travel should be based around space-constrained, resourcehungry, and all too often stressful airline travel.

Digital focuses on the short term 2014 2015 2016 2017 2018 2019 We’ve become victims of instant gratification — an app can be created within weeks. Jeremy Offer Design Director, Great Fridays

Close the horizon gap Each approach has it's own value, but close that gap and the future will happen quicker and better Duncan Fitzsimons Founder, Vitamins

Close the horizon gap 2014 2015 2016 2017 2018 Horizon gap 2019

Got to give yourself the right time If you don’t give yourself enough time, you haven’t even got the beginnings of making something good. Marcus Hoggarth Industrial Design, Native

We must work at different cadences Think longer-term Encourage agile and lean approaches for early concepting and exploration

Offer Similar offer, but focus on hardware vs. software Mindset Hide, protect vs. open sharing Form vs. usability Timelessness vs. in the now Relate Bond Language Tools Complex but documented jargon vs. bespoke and instinctive Similar concept design process Translate Concept together Time Different paces Schedule differences Massively different methods of production Adapt cadence

Connect / Calibrate / Collaborate Four ways to connect 1. Find the common ground 2. Connect on a personal level 3. Break down language barriers 4. Respect the differences

So, what can you do?

Calibrate yourself

Some archetypes for personal calibration Shifter Hybrid Partner Balanced leader Moving from ID-to-UX Blending skills across ID + UX ID + UX working closely together Solution agnostic leadership +

Which way do you want to go Shifter Hybrid Partner Balanced leader ID + UX working closely together + Maybe No ID to UX is possible, but the other way is tougher especially for seniors Learn skills, but don’t expect to do it all Yes Find ways to work with specialists to create excellence Maybe Rare few able to do this Are you ready to walk away from the craft?

1/2/3 Unite under a common purpose

Establish shared goals I’ve found the best way to get integration is to get away from the features and unite on the higher goals Scott Jenson Product Strategy, Google

Research together We structure projects so industrial designers, interaction designers, mechanical engineers, and strategists can do the research together. David Sherwin Interaction Design Director, Frog Photograph by Misha Miller

Unite product and graphic language Nokia and Microsoft Windows mobile Separated at birth

Physical interaction design Beo A9 Physical volume control

Physical interaction design Beo A9 Beo A9 Physical volume control Physical volume control

1/2/3 Share between teams

Show and tell At Palm, we used to do show and tells across ID and UX. IDs would bring their models and we would offer suggestions and opinions. We would bring our interface concepts or prototypes and they would share their ideas too. Kim Lenox Former Director of User Experience, Lunar

Sit together We have the disciplines sitting together. They shadow, they share terminology, they learn from each other. Anything to spread the knowledge. Heather Martin Director, Interaction Design SmartDesign, Barcelona

Collaborate away from project work We run Interaction Labs events and people collaborate across the studio Heather Martin Director, Interaction Design SmartDesign, Barcelona

Collaborate away from project work

1/2/3 Sketch and prototype together

Sketch together

Sketch together Product designers can come up with a hundred ideas in the time that UXers come with ten Dave Cronin Director, Interaction Design, GE

Prototype together Share what you’re working on Catch issues early Explore and experiment quickly. Prototype with different materials

Prototype together We prototype fast in physical and digital - it's easy to do fast, and there is a lot to be said for tangible design - it might not be shippable, but it is experiential and experimental Duncan Fitzsimons Co-founder, Vitamins

Hardware prototyping Tinkertronics

Physical form and interaction design Nokia and Meego A touchscreen curved at the edges to aid friction for the swipe from the edges

Integrated automotive interface Texas Instruments Immersive Automobile Physical controls designed in concert with graphical user interface

Adapt the cadence and relationships between our processes Hardware Problem framing Ideation 2-6W 4-8W Design development 4-8W Detail design Software Research Concept Design Manufacturing development Tooling 26W 12W C D C D C D Tuning production 3W C D Production 4-8W

Explore solutions together Improve your own visualisation skills Unify thinking throughout concepting Push the envelope

Connect / Calibrate / Collaborate Three ways to collaborate 1. Unite under a common purpose 2. Share between teams 3. Sketch and prototype together

It’s worth the effort

It’s worth the effort There’s nothing all that tangible about an app — In my experience, digital designers get excited about having a part in the design of a physical object. It’s like when you made something at school. Your parents will keep it for ages. Jeremy Offer Design Director, Great Fridays

How can we bridge the physical-digital divide?

How can we bridge the physical-digital divide? Connect / Calibrate / Collaborate Find the common ground Connect on a personal level Respect differences

How can we bridge the physical-digital divide? Connect / Calibrate / Collaborate Adapt ourselves Change our team organisations Translate our language

How can we bridge the physical-digital divide? Connect / Calibrate / Collaborate Unite under a common purpose Share between teams Sketch and prototype together

How can we bridge the physical-digital divide? Connect / Calibrate / Collaborate

Different tribes coming together Dancing to one beat In the same room For a common purpose Just bring your own style and be careful of treading on other people’s toes

Thank you www.plan.bz Please contact me to discuss further t: @jasonmesut e: enquiries@plan.bz s: slideshare.net/jasonmesut s: slideshare.net/planstrategic f: flipboard.com/profile/jasonmesut w: www.plan.bz

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