design for building trust: 4 lessons learned working on an iot product

VERONA – FEB 18, 2017

Anna Mormile @annamoremile

Design for building trust: 4 lessons learned working on an IoT product

Ilaria Mauric @ilariamauric

WORLD IA DAY 2017 @gnvpartners

Anna MormileExperience Designer, GNV & Partners

@annamoremile

Ilaria MauricHead of Design, GNV & Partners

@ilariamauric

WORLD IA DAY 2017 @gnvpartners

It’s a warm and sunny Tuesday morning. You are in your office. There is nobody at home.

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During the day the temperature reaches 35°C. Coming back home, you’ll find that the place is very hot.

What if somebody you trust was at home? What would have he or she done?

1st scenario

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Coming back home, you’ll find the kitchen flooded.

What if somebody you trust was at home? What would have he or she done?

2nd scenario

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Coming back home, you’ll find that it’s all messed up.

What if somebody you trust was at home? How would you feel?

3rd scenario

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1st scenario

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2nd scenario

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3rd scenario

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3 main tech constraints

Non native IoT apps: • must be left open or running

in the background • cannot overwrite system preferences

(like silent or don’t disturb mode) • cannot launch and manage other apps

Smart ?

Smart objects

Smart ecosystem

Connected

Smart objects

detect

manages

detect + do

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Labeling, microcopy and tone of voice must have a degree of specificity consistent with the domain of application.

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anti-intruder sensor

door / window sensor

open / close sensor

One simple label or word can bias the overall experience.

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Where do you expect to find informations? How do you want to see them?

Would you check them often or unless something happens?

But how can they be realistically designedtoday?

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Physical Info Digital Info

People will use a smart ecosystem in a way that you can’t completely figure out.

Be prepared to learn a lot.

Kick-offSetup

Design & coding

Test

Q&A

1

2

3

4

5

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milestone #1

MultiSensor

LED Bulb

Smoke Sensor

Door / Window Sensor

Smart Dimmer

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MVP

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Test

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• Kit delivery, installation and interview • 5 smart objects testing and remote support

service • Uninstall and follow-up

Steps

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• learn how users accept these objects at their home and how they use them in their daily lives and understand if they run into difficulties and of what kind

• understand their anxieties, their fears and mistrust

• understand if these smart objects are really useful and what kind of problems they solve

Goals

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Unboxing

I can use it against mosquitoes…

👽I can use it as a burglar

alarm for my car…

Smoke sensor

MultiSensor

Door/Window Sensor

With this I can do a light alarm...

LED bulb

Designing for user's context

I'VE SEEN (SMART) THINGS

YOU PEOPLE WOULDN'T BELIEVE

😱

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Design Process • Start with research, immediately. • Make objects work one by one and test them

with users, immediately.

Design thinking • Design to build trust means to understand

context and language and to set expectations • Make clear what makes an ecosystem smart.

Lessons learned

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We thank the whole Iooota team for allowing us to share what we have learned working with them from the very beginning. They are working extremely hard to make their product meaningful and awesome. No rest for the wicked!

Any questions? Thank you!