Marco Aiello

Master

a.y. 2017/18

Smart Cities and Internet of Things: User & Design

Different from ordinary PC/Server based only software:

• more variety of hardware

• intermittent connectivity

• multimodal UI and UX

!2

Designing Connected ProductsO’Reilly 2015

• Functionality can be distributed across multiple devices with varying capabilities: interusability

• Focus is not only on the device, but globally on the service

• Higher expectations than with virtual interactions (we accept a 404 page not found, but not a light not turning on)

(“her gun cannot contact the Internet for authentication”)

• Network partitions and long disconnections are common

• Code runs in many places with varying resources and contexts of execution

• Devices are in the “real” world

• Services and interfaces can have many users (a home with multiple people)

!3

UXUser Experience

!4

Facets of IoT DesignUI/visual design

screen layout, look and feel

Interusability interactions spanning multiple

devices with different capabilities

Conceptual model how should users think about the

system?

Platform design conceptual architecture and domain models spanning products/services

Interaction design architecture and behaviours

per service, per device

Industrial design physical hardware:

capabilities and form factor

Service design customer lifecycle, customer services, integration with non-digital touchpoints

Productization audience, proposition, objectives, functionality of a specific service

least visible

most visible

!5

Facet of IoT Design

• UI/Visual design: dependent on visualisation hardware, some not visual

• Interaction design: shaping the possible sequence of actions between user and devices to achieve system’s goals

• Interusability: design interactions that span multiple devices • specify which functionality belongs to which device

• designing cross devices user flows

• designing multiple UIs in parallel

• Industrial design: aesthetic and functional design of the hardware

• Service design: holistic view on user experience • device interactions

• customer support interactions

• instructional guides

• in-store experience

• push notifications

• software updates and rolling out new functionalities

•Conceptual model: understanding and expectations one wants the user to have of the system

•Productization: defining a compelling product proposition: audience, proposition, objectives, and overall functionality (including business model)

•Platform design: hardware, os, middleware, application, API for third party development

!6

Examples

Philips Hue

Honeywell Evohome

Car2go

GlowCap

FitBit

More examples

Proteus Smart Pill

Disney Magic wristband

!8

Switching on a light

!8

Switching on a light

!9

Architectural solutions

Applications

APIs

Broadband router

edge devices

edge devices

Gateway

edge devices

edge devices

third party services

Dedicated gateway

!9

Architectural solutions

Applications

APIs

Broadband router

edge devices

edge devices

Gateway

edge devices

edge devices

third party services

Dedicated gateway

variation: direct edge device connection

!9

Architectural solutions

Applications

APIs

Broadband router

edge devices

edge devices

Gateway

edge devices

edge devices

third party services

Dedicated gateway

variation: direct edge device connection

Advantages:

• Networking and security require resources, better centralized them in a gateway

• Easier setup and maintenance

• Work in islanded mode

• Lower latency

• Help with interoperability

!10

GatewaysPros and Cons

Disadvantages:

• Custom built for each system

• Cost of development

• Unique point of failure

!11

Architectural solutions

Applications

APIs

edge devices

e.g., wearable

third party services

Phone as gateway

!12

Architectural solutions

Applications

APIs

edge devices

edge devices

edge devices

third party services

Direct Internet connection

!13

Architectural solutions

Applications

APIs

Broadband router

edge devices

edge devices

Gateway

edge devicesedge

devices

third party services

Internet device connectivity

GATEWAY

!14

PHONE MEDIATED

Examples

DIRECT INTERNET INTERNET 2 INTERNET

!14

GATEWAY

!14

PHONE MEDIATED

Examples

DIRECT INTERNET INTERNET 2 INTERNET

!14

GATEWAY

!14

PHONE MEDIATED

Examples

DIRECT INTERNET INTERNET 2 INTERNET

!14

GATEWAY

!14

PHONE MEDIATED

Examples

DIRECT INTERNET INTERNET 2 INTERNET

!14

GATEWAY

!14

PHONE MEDIATED

Examples

DIRECT INTERNET INTERNET 2 INTERNET

!14

GATEWAY

!14

PHONE MEDIATED

Examples

DIRECT INTERNET INTERNET 2 INTERNET

!14

GATEWAY

!14

PHONE MEDIATED

Examples

DIRECT INTERNET INTERNET 2 INTERNET

!14

GATEWAY

!14

PHONE MEDIATED

Examples

DIRECT INTERNET INTERNET 2 INTERNET

!14

GATEWAY

!14

PHONE MEDIATED

Examples

DIRECT INTERNET INTERNET 2 INTERNET

!14

• Solve an actual problem that people have, in a way that appeals to them

• Productization: extent to which the supplier makes the user value of the product explicit and easy to understand

• Pitfall: new products conceived by engineers who value highly configurable functionality. Failure to communicate a clear value for using the product/service.

!15

Product/Service Definition and Strategy

Value proposition

Conceptual model

Interaction model

What does it do? How does it work? How do I use it?

!16

Everett Rogers (1962)Diffusion of innovation

• Driving UX with demographics is generally a bad idea (example of truck driver fingertips)

• Design factors:

• body dimension and ergonomics

• availability of user resources (time, money, space)

• physiological capabilities (hearing, sight, agility, memory) • language and localization requirements

• Product definition: what matters is that the product is felt as deeply necessary (real or perceived need)

!17

Understanding People and Context of UseUsers

• Makers of the product

• Service providers • Customer

• Users (user roles)

• Technicians

• On-line support team

!18

Individuals and organizationsActors

Role Responsibility Common QuestionCustomer/buyer Makes the decision to purchase Why should I buy this product/service? What

makes it better than competitors? Is it worth the cost?

User Triggers everyday interactions with the product/service

Why do I want this product? What do I want from it? How do I user it? Is it easy for someone like me to use? Will using it change how other people think of me?

Technician Installs, maintains, and repairs the product

How do I diagnose the problem? What resources (e.g., information, skills) do I need to fix it?

• Broad context: • operational conditions (weather, humidity, dust) • spatial arrangements • infrastructure • payment facilities • supply chains

• Behavioral context:

• time-based rhythms • physical and cyber access control • states of being (e.g., remember passcode?)

• Sociocultural context: • expectations from social interactions with product (e.g., Google glasses)

• Ecological context: • product ecosystem, network of economic relationships that position the product • space adjacent to the product: user groups, developer community, content contributors

!19

Factors outside the product relevant to the interactions with it Context of interaction

• Documenting how the actors deal with a situation the product addresses

• Pitfall: human perception and memory are not objective!

• Better observe than been told

!20

Determining the context

Participants Information acquisition

Conditions Research techniques

Answer questions Say Think

Explainable (in words) Questionnaire, interviews, focus groups, maps making, timelines, diaries and usage logs

Behave normally Do Use

Observable (events) Field visits: tour, follow, observe, trace, document, seek the unexpected (AEIOU schema)1

Make and play Know Feel Dream

Tacit (implicit in action) Workshops, co-design

1. AEIOU Schema: Activities, Environments, Interactions, Objects, and Users

• Value as tangible benefit

• Value as personal aspiration and satisfaction of moral codes of behavior

• Business model: how to create value for a customer while generating revenues to sustain the existence of the offered system

!21

More than just moneyValue proposition

• Composition

• Consistency across interfaces

• Continuity of content and data

• Don Norman: “The problem is to design the system so that, first, it follows a consistent, coherent conceptualization—a design model—and second, so that the user can develop a mental model of the system—a user model—consistent with the design model.”

• e.g. turn on a Philips Hue light

!22

UX across multiple devicesInterusability

• Confidentiality, integrity, availability

• Authentication via shared secrets: • something I know

• something I have

• something I am

• 2014, insecam.cc published live feeds of security cameras and baby monitors (e.g., unauthenticated, default password)

• 300 medical devices with unchanged password (pacemakers, insulin pumps, etc.)

• 2013, Insteon home automation allowing home controls to be indexed by Web search engines

• A smart toilet controlled by an Android app had a fixed Bluetooth pairing code

• See shodan.io

!23

Security and privacyResponsible IoT design

• Limit the damage that can be caused (functionality scoping)

• Keep devices secure (automatic software updates)

• Make authentication easy

• Keep users in control of permissions

• Make threats and compromission visible

• Consider privacy in context (privacy is neither universally agreed, nor static)

!24

RequirementsResponsible IoT design

• Should parents be able to monitor their children location?

• Should children be able to monitor ageing parents?

• Can I wear Google glasses freely in public spaces?

!25

Moral dilemmasPrivacy

• People tend to give up privacy if they see a personal return (e.g. mobile phone/Facebook vs. smart meters)

• Home care experiment (Andrew Monk, 2005): placing sensors in beds and sink faucets in an old age home.

• Motivation (M1): check that tap is turned off and save water

• Motivation (M2): check if they got up at night to use the toilet

Same sensors, same data, different motivations. (M1) accepted, (M2) not.

!26

AcceptabilityPrivacy

• Most common types of IoT data:

• Information about the physical world

• Information about things

• Biometrics

• Human behavioral data

• Characteristics

• Static versus dynamic

• Direct versus inferred

• Big versus small

• Real-time versus historical

• Time, frequency

!27

Data Science for IoTData

!28

Context-action framework

• Actionable insights, explanations, and data

• Visualization is a powerful tool, but unfocused dashboards that summarize all the data can be overwhelming!

• Progressive disclosure pyramid

!29

Using data

Supporting Data

Explanation

Insight

• 1997 first prototypes

• June 2000 LG launches the first model (20K$)

• A market for it never materialised

!30

A debacle 20 years long…The smart fridge