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VERONA – FEB 18, 2017
Anna Mormile @annamoremile
Design for building trust: 4 lessons learned working on an IoT product
Ilaria Mauric @ilariamauric
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WORLD IA DAY 2017 @gnvpartners
Anna MormileExperience Designer, GNV & Partners
@annamoremile
Ilaria MauricHead of Design, GNV & Partners
@ilariamauric
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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
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Smart ?
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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
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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
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People will use a smart ecosystem in a way that you can’t completely figure out.
Be prepared to learn a lot.
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Kick-offSetup
Design & coding
Test
Q&A
1
2
3
4
5
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milestone #1
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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
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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
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Designing for user's context
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I'VE SEEN (SMART) THINGS
YOU PEOPLE WOULDN'T BELIEVE
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😱
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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!