Internet of Things – Designing for the People in the IoT (Nov)

James BaileyNovember 2015

DESIGNING FOR THE PEOPLEIN THE INTERNET OF THINGS

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JAMES BAILEYIoT and UX Consultant at Bunnyfoot

BORN ANALOGUEBefore the the Internet

FASCINATED BY TECHNOLOGYThe developments, applications, and convergent opportunities

FASCINATED BY PEOPLEMA Interaction Design -> Bunnyfoot -> Internet of Things (IoT)

QUICK INTRODUCTION

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WHAT IS THEINTERNET OF THINGS?

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INTERNET OF THINGS:AN EXTENSION OF THE INTERNET

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INTERNET OF THINGS:PHYSICAL OBJECTS ARE AUGMENTED WITH SENSORS AND COMPUTING TECHNOLOGY, AND ARE CONNECTED TO THE INTERNET

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INTERNET OF THINGSTHESE ‘THINGS’ – OR DEVICES – CAPTURE DATA ON THE WORLD AROUND THEM AND SHARE THEM THROUGH ONLINE SYSTEMS

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USER PROCESS

SYSTEM PROCESS

DEVICE DEVICE DEVICE DEVICEDEVICE

§ BILLIONS OF DEVICES WILL BE COLLECTING, SHARING, AND PROCESSING DATA ONLINE

§ EACH DEVICE IS AN INDIVIDUAL

§ THEY ARE CONNECTED THROUGH ONLINE SYSTEMS

§ I BELIEVE THEY SHOULD SERVE THE NEEDS OF PEOPLE

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A LOT HAS HAPPENED THIS YEAR (TOO MUCH TO COVER HERE)

BUT SOME AREAS OF INTEREST…

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Investing £140 million in world class research on the infrastructure and cities of the future

UK GOVERNMENT BACKING IOT

GOV.UK/GOVERNMENT/NEWS/BUDGET-2015-SOME-OF-THE-THINGS-WEVE-ANNOUNCED ARQIVA.COM/OVERVIEWS/INTERNET-OF-THINGS/INTERNET-OF-THINGS-NETWORK/

10 REALWIRE.COM/REALRESOURCE.ASP , ARQIVA.COM

ARQIVAINFASTRUCTURE BEHIND UK TV, RADIO, SATELLITE, WIRELESS

11 REALWIRE.COM/REALRESOURCE.ASP , ARQIVA.COM

ARQIVA£625 MILLION CONTRACT TO BUILD A UK SMART METER NETWORK, USING…

12 SIGFOX.COM

SIGFOXPROVIDES THE TECHNOLOGY NEEDED FOR A GLOBAL NETWORK OF CONNECTED DEVICES (€100 MILLION INVESTED IN FEB 2015)

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STARTING WITH 10 UK CITIES:BIRMINGHAM, BRISTOL, EDINBURGH, GLASGOW, LEEDS, LEICESTER, LIVERPOOL, LONDON, MANCHESTER, SHEFFIELD

ARQIVA.COM/OVERVIEWS/INTERNET-OF-THINGS/INTERNET-OF-THINGS-NETWORK/

14 RECOMBU.COM/DIGITAL/ARTICLE/SMART-ENERGY-SYSTEMS-NEST-HIVE-EVOHOME-HEAT-GENIUS-OWL-TADO-SALUS-IT500-COSY_M13058.HTML

SMART METERS ARE COMING

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SMART CITIES ARE ON THEIR WAY…

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…AND THEY ARE GOING TO START BY SOLVING PRACTICAL ISSUES…

17 ARQIVA.COM/OVERVIEWS/INTERNET-OF-THINGS/INTERNET-OF-THINGS/

21 FYBR-TECH.COM

SMART PARKINGTO SAVE TIME, REDUCE STRESS AND TRAFFIC CONGESTION

22 GOOGLE.COM/SELFDRIVINGCAR/

DRIVERLESS CARSSTILL SOME WAY OFF, BUT THEY’RE ON THEIR WAY

23 SLIDESHARE.NET/DANCLARKECCC/IO-T-FINAL-PUBLISH

CAMBRIDGEWANT TO CONNECT PREVIOUSLY SEPARATE NETWORKS AND SYSTEMS

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The guiding principles highlight the importance of building services around customer needs.

BSIGROUP.COM/EN-GB/SMART-CITIES/SMART-CITIES-STANDARDS-AND-PUBLICATION/PAS-181-SMART-CITIES-FRAMEWORK

25 BSIGROUP.COM/EN-GB/SMART-CITIES/SMART-CITIES-STANDARDS-AND-PUBLICATION/PAS-181-SMART-CITIES-FRAMEWORK

28 SLIDESHARE.NET/SLIDESHOW/EMBED_CODE/45706232

BIRMINGHAM SMART HACK CONCEPT: USE DATA ON FOOD WASTAGE (RESTAURANTS, ETC.) AND MATCH THIS WITH NEARBY HOMELESS SHELTERS TO ARRANGE DELIVERIES

29 IOT.LONDON

IOT LONDONMONTHLY MEETUP TO SHOWCASE, LEARN, AND NETWORK

30 IOT.THEBLN.COM/2015/03/NON-PROBLEMS-LONGER-PROBLEMS-IOT-ALEX-DESCHAMPS-SONSINO

IOT 15MARCH CONFERENCE: AROUND 200 ATTENDEES; A REAL SPOTLIGHT ON WHAT’S BEEN HAPPENING

31 2015.UCDUK.ORG

UCD 2015OCTOBER CONFERENCE: TAKING A USER-CENTRIC VIEW OF THE IOT, BIG DATA, AI, AND MUCH MORE

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O’REILLYESSENTIAL READING IF YOU WANT TO DESIGN IN THE IOT

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§ Deploying IoT at scale

§ Understanding industrial design§ Prototyping experience for connected products§ User experience and predictive device behaviour§ Interusability: Designing a coherent system UX

§ Lessons from architecture school

O’REILLYONLINE CONFERENCE

34 MAKESPACE.ORG

CAMBRIDGE MAKESPACESUPPORTING “MAKER” CULTURE BY PROVIDING ACCESS TO MATERIALS, TOOLS, AND LIKE-MINDED PEOPLE

35 MAKESPACE.ORG/2014/04/MAKESPACE-THE-FIRST-YEAR / COMEHOMETOCOSY.COM

“COSY” SMART THERMOSTAT: FROM PROTOTYPE TO PRODUCT IN 4 MONTHS

36 COMEHOMETOCOSY.COM

EVEN IN JUST 4 MONTHS THEY INCLUDED CUSTOMER RESEARCH AND REAL HOME TESTING

37 NEST.COM/UK

COMPETITION IS HEATING UP!NEST – THE FAMOUS $3.2 BILLION SUCCESS STORY

38 HIVEHOME.COM

HIVE ENTERS THE MARKETA SMALL, INDEPENDENT COMPANY (SETUP BY BRITISH GAS)…

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USER-CENTRIC APPROACHSPEND A HUGE AMOUNT OF TIME WITH CUSTOMERS, UNDERSTAND WHAT THEY WANT AND TRY TO PRODUCE THAT

HIVEHOME.COM

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LET’S HAVE A LOOK AT THE CONSUMER MARKET…

41 FITBIT.COM/UK/FLEX

WEARABLESTHE BIG IOT THING OF LAST YEAR: MONITOR YOUR HEALTH AND FITNESS

42 MICROSOFT.COM/MICROSOFT-BAND/EN-GB/PARTNERS/STARBUCKS

WEARABLESINTRODUCING NEW FEATURES: CONTACTLESS PAYMENT (MICROSOFT AND STARBUCKS)

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WEARABLESBARCLAYS “BPAY” LINKED WITH YOUR DIGITAL WALLET

TECHWEEKEUROPE.CO.UK/WORKSPACE/CONTACTLESS-PAYMENTS-TUBE-LONDON-BARCLAYCARD-152440

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CONTACTLESSOYSTER CARDS ARE A WELL ESTABLISHED SOLUTION

HUFFINGTONPOST.CO.UK/ASA-CUSACK/WHY-NO-SOLUTION-TO-OYSTER_B_5829524.HTML

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CONTACTLESS

LIFEHACKER.CO.UK/2014/09/16/TFL-CONTACTLESS-PAYMENTS-EVERYTHING-NEED-KNOW-LONDONS-NEW-SYSTEM

CONTACTLESS PAYMENT IS GROWING IN POPULARITY

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CONTACTLESS

GIZMODO.CO.UK/2014/09/OYSTER-CARDS-NOT-GETTING-THE-BOOT-SAYS-TFL/

NFC PHONES / MOBILE WALLETS ARE BEING INTRODUCED TOO

47 DISNEYWORLD.DISNEY.GO.COM/PLAN/MY-DISNEY-EXPERIENCE/BANDS-CARDS/

DISNEY’S “MAGIC BAND”: A $1 BILLION INVESTMENT IN CUSTOMER EXPERIENCE

WEARABLES

48 LONDON.KIDZANIA.COM/

KIDZANIA: CHILD-SIZED CITY FOR KIDS TO TRY OUT REAL LIFE ROLE-PLAY ACTIVITIES; RFID BRACELETS FOR SECURITY, IDENTIFICATION, AND MESSAGES

WEARABLES

49 KICKSTARTER.COM/PROJECTS/597507018/PEBBLE-TIME-AWESOME-SMARTWATCH-NO-COMPROMISES

IT ALL ‘KICKSTARTED’ WITH PEBBLE ($20,338,986 PLEDGED MAR 2015)

SMART WATCHES

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SMART WATCHESTHIS YEAR APPLE AND GOOGLE ARE GOING HEAD TO HEAD

APPLE.COM, ANDROID.COM/WEAR

51 APPLE.COM/WATCH/APP-STORE-APPS/

THEIR POTENTIAL?CONTEXTUAL, PERSONALISED, AND INTELLIGENT INFORMATION

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CONVERGING MARKETS – HARDWARE VS. PLATFORM

A COMPUTER OR ACCESSORY?


53 TECHCRUNCH.COM/GALLERY/THE-COMPLETE-GUIDE-TO-WEARABLE-JEWELRY/

SMART JEWELLERYOR DUMB IDEAS?

54 HTTPS://VIMEO.COM/21387481

SPOTIFY BOXCONCEPT PROJECT: RFID ‘TOKENS’ LINKED TO SPOTIFY PLAYLISTS –DO CONSUMERS WANT THIS?

55 AMAZON.COM/OC/DASH-BUTTON

AMAZON DASH BUTTONADD SPECIFIC PRODUCTS TO YOUR BASKET WITH ONE BUTTON PRESS – SOLVING A PAIN POINT?

56 FRESH.AMAZON.COM/DASH

AMAZON DASHBAR CODE SCANNING AND VOICE COMMANDS TO ADD PRODUCTS TO YOUR BASKET –GETTING MORE PRACTICAL!

57 FLIC.KR/P/ACLIFJ

SHOPPING ON THE GOORDER FROM THE TRAIN PLATFORM; DELIVERED WHEN YOU GET HOME

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WHAT’S HAPPENING OUTSIDEOF THE CONSUMER MARKET?

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FARMING

PBS.TWIMG.COM

MAXIMISE YIELD THROUGH AUTOMATED WATERING SYSTEMS

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ENERGY

ON.TED.COM/E0KQS

AUTOMATED WIND TURBINES FOR EFFICIENT POWER GENERATION

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AVIATION

ON.TED.COM/E0KQS

REDUCE UNSCHEDULED MAINTENANCE AND DOWNTIME

62 YOUTU.BE/NYPDNGL1HCO

TRANSPORTMONITOR SERVICE STATUS AND PERFORMANCE, FAULT WARNINGS, AND EQUIPMENT DEGREDATION

63 MCLAREN.COM/APPLIEDTECHNOLOGIES/CASE-STUDY/EKOFISK

OIL RIGSREALTIME DATA FROM DRILLING HEADS; SIMULATIONS HELP TO PREDICT THE EFFECTS

64 SLIDESHARE.NET/SLIDESHOW/EMBED_CODE/45700462

FACTORIESCUSTOMISED CARS –AUTOMATIC CONFIGURATION OF ASSEMBLY LINE TOOLS

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AND WHAT ABOUT BEACONS?

66 ESTIMOTE.COM

BEACONSWIRELESS DEVICES THAT TRANSMIT A RADIO SIGNAL, TYPICALLY RECEIVED BY YOUR MOBILE

67 WIRED.COM/2015/03/BLIND-WILL-SOON-NAVIGATE-LONDON-TUBE-BEACONS

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POTENTIAL FOR CONTEXTUAL INTERACTIONS, BUT ISSUES WITH RADIO CONSISTENCY AND POWER VS. BATTERY LIFE, AND MAINTENANCE

CONSTRAINTS

69 PAYPAL.CO.UK/BLOG/INTRODUCING-PAYPAL-BEACON-A-NEW-SIGNAL-FOR-RETAIL/

PAYPAL’S BEACON CONTACTLESS PAYMENTS FROM YOUR MOBILE PHONE – USEFUL?

70 WIRED.COM/2015/03/BLIND-WILL-SOON-NAVIGATE-LONDON-TUBE-BEACONS

AT BUNNYFOOTWE USED BEACONS TO DIRECT GUESTS TO OUR OFFICE

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BEHAVIOURAL OBSERVATION AT MUSEUMS, TO ASSESS WHERE BEACONS COULD AUGMENT VISITOR EXPERIENCES

BEACON RESEARCH

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BEHAVIOURAL PATTERNS AND PAIN POINTS WERE CONSOLIDATED INTO AN EXPERIENCE MODEL….

BEACON RESEARCH

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BEHAVIOURAL PATTERNS AND PAIN POINTS WERE CONSOLIDATED INTO AN ECOSYSTEM MODEL FOR POTENTIAL DIGITAL / NON-DIGITAL SERVICES

BEACON RESEARCHPLANNING THE VISIT TO THE MUSEUM

LOOKING UP HIGHLIGHTS

FINDING EXISTING ITINERARIES

RECALLRESTENGAGEEXPLOREPLAN

POST-VISITDURING VISITPRE-VISIT

GETTING YOUR BEARINGS

DISCOVER WHAT’S ON OFFER

CHOOSING WHERE TO GO

ENGAGING WITH ITEMS IN DEPTH

READING AND LEARNING

TAKING PHOTOS

FINDING RESTING POINTS

FINDING FOOD AND DRINKS

TOILET VISITS

RECALL AND REMINISCE

SHARING WITH FRIENDS AND FAMILY

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HOW COULD BEACONS BE USED?

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AUGMENT EXPLORE EXPERIENCES WITH DEDICATED BEACONS AT SPECIFIC LOCATIONS

‘EXPLORE’

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AUGMENT ENGAGE EXPERIENCES WITH DEDICATED BEACONS AT SPECIFIC LOCATIONS

‘ENGAGE’

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GOOGLE’S VISION FOR BEACONS…

78 HTTPS://GOOGLE.GITHUB.IO/PHYSICAL-WEB/

PHYSICAL WEBLOW-ENERGY BEACONS THAT BROADCAST URLs: NO NEED FOR APPS; OBJECTS HAVE A WEBSITES; BUILD UPON ESTABLISHED INTERNET BEHAVIOURS

79SLIDESHARE.NET/YIIBU/IMAGINING-THE-PHYSICAL-WEB

PHYSICAL WEB – HOW COULD IT WORK?

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SLIDESHARE.NET/YIIBU/IMAGINING-THE-PHYSICAL-WEB

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GETTING BACK ON TOPIC…

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HOW DO YOU DESIGNFOR THE PEOPLE INTHE INTERNET OF THINGS?

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THE DESIGN SCOPEIS PHENOMENAL

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TELECOMMUNICATIONS

MINING

BROADCAST

HEALTHCARE

COMPUTING

SUPPORT SERVICES

BANKING

LEISURE GOODS

EDUCATION

ENERGY

LEISURE GOODSUTILITIES

PUBLISHING

HOUSEHOLD GOODS

MEDIA

REAL ESTATES

TRAVEL & LEISURE

CONSTRUCTION

SCHOOLS

FINANCIAL SERVICES

ELECTRONICS

FOOD RETAILERS TRANSPORT

TECHNOLOGY

AUTOMOBILES

SOFTWARE SERVICES

PHRAMACEUTICALSGENERAL RETAILERS

OIL & GAS

FARMINGPUBLIC SECTOR

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MOBILE PHONES

AUDIO SYSTEMS

HOME APPLIANCES

TRAIN STATIONS

OFFICES

SMART WATCHES

SPORTS EQUIPMENT

BUSES

WEARABLES

SMART METERSHOME APPLIANCES

DIY & TOOLS

BICYCLES & MOTORBIKES

TELEVISION

SHOES & TRAINERS

MUSICAL INSTRUMENTS

TABLETS

LIGHTING

JEWELLERY

CARS & VEHICLES

CAMERAS

MACHINERY

PUBLIC SPACES

COMPUTERS

HOME SECURITY SYSTEMSKITCHEN PRODUCTS

TOYS & GAMES

SUPERMARKETSBEACONS

TRAINS

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PRODUCT DESIGN

DATABASES

CONTEXT

SYSTEM ARCHITECTURE

SERVICE DESIGN

INTERACTION DESIGN

USER EXPERIENCE

CUSTOMER EXPERIENCE

INDUSTRIAL DESIGN

ENGINEERING

PROGRAMMINGSOFTWARE DESIGN

NETWORKS

USER INTERFACE

VALUE PROPOSITION

APPS

PLATFORMS

ARCHITECTURE

INTEROPERABILITY

AFFORDANCES

ECOSYSTEMS

SECURITY

VISUAL DESIGN HARDWARE

ACTORS

PRIVACY

TOUCHPOINTS

DATA

STAKEHOLDERSMATERIALS & RESOURCES

LIFE CYCLE

SUPPORTMAINTENANCE

INTERUSABILITY

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DATA

DATA

DATA

DATA

DATA

DATA

DATA

DATA

DATA

DATA

DATADATA

DATA

DATA

DATA

DATA

DATA

DATA

DATA

DATA

DATA

DATA

DATA DATA

DATA

DATA

DATA

DATA

DATADATA

DATA

DATADATA

DATA

DATA

DATA

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WHERE DO YOU START !!???

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THE #1 RULEDESIGN PRODUCTS AND SERVICES

THAT SOLVE PAIN POINTS AND ADD VALUE TO PEOPLE’S LIVES

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USER-CENTRED DESIGN

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UCD PLACES PEOPLE AT THE HEART OF THE DESIGN PROCESS

IT FOCUSES ON OUR GOALS, BEHAVIOURS, ATTITUDES, NEEDS, PAIN POINTS, ETC.

IT VALIDATES EVERY DESIGN DECISION WITH REAL USERS

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§ Users§ Activities§ Environment§ Objects, technlogy, data§ Interactions§ Service components

RESEARCH:UNDERSTAND USERS

START YOUR IoT RESEARCH LOOKING AT ‘CONTEXT OF USE’

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RESEARCH:UNDERSTAND USERS

Observe natural behaviour§ Mobile ethnography

§ Behaviour mapping

Longitudinal§ Diary studies§ Experience auditInterviews§ Contextual inquiry / intercept§ Depth interview

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MODEL:CREATE DESIGN TOOLS

1. Journey maps2. Experience maps3. Behaviour maps4. User groups5. Activities6. Personas7. Mental models

DISTILL YOUR RESEARCH INTO TANGIBLE ASSETS:

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MODEL:CREATE DESIGN TOOLS

DEFINE ‘USER REQUIREMENTS’. THESE GUIDE ALL SUBSEQUENT DESIGN ACTIVITIES…

THE MOST IMPORTANT BEING YOUR IOT SERVICE FRAMEWORK

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RESEARCH MODEL ARCHITECT DESIGN OPTIMISE

…THEN GO ON TO CREATE THE SOLUTION THEY NEED

DEVICE

DEVICE

DEVICE

DEVICE

DEVICE

IoT SYSTEM

GAIN A HOLISTIC VIEW OF USERS…

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DEVICE

DEVICE

DEVICE

DEVICE

DEVICE

IoT SYSTEM


SOMETIMES, IN THE REAL WORLD…

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DEVICE

DEVICE

DEVICE

DEVICE

DEVICE

IoT SYSTEM


SOMETIMES, IN THE REAL WORLD…

BUT STILL –UCD WILL LEAD TO BETTER DESIGN DECISIONS AND SOLUTIONS

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LETS APPLY UCD TO THE INTERNET OF THINGS…

102 FLIC.KR/P/OFVF9Z

RESEARCH PROJECTHOW CAN THE INTERNET OF THINGS IMPROVE THE CUSTOMER EXPERIENCE OF AIRPORT DEPARTURE JOURNEYS?

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DEVICE

DEVICE

DEVICE

DEVICE

DEVICE

IoT SYSTEM


OBSERVE NATURAL BEHAVIOURTO IDENTIFY PAIN POINTS

104 HTTPS://FLIC.KR/P/2H6EA9

PAIN POINTS?NOTABLE MOMENTS OF FRUSTRATION, ANXIETY, AND OTHER NEGATIVE EMOTIONS CAUSED BY THE SYSTEMS AND PROCESSES WE INTERACT WITH

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THE COMPOUND EFFECT LEADS TO AN OVERALL NEGATIVE EXPERIENCE, WHICH HARMS CUSTOMER LOYALTY AND REPEAT BUSINESS

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BY UNDERSTANDING PAIN POINTS YOU CAN MAKE INFORMED DECISIONS ON HOW TO ADDRESS THEM

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NARRATIVE CLIP‘PASSIVE’ WEARABLE CAMERA; PICTURE EVERY 30 SECONDS

GETNARRATIVE.COM

108 GETNARRATIVE.COM

NARRATIVE CLIPREVIEW THE TIMELINE WITH THE PARTICIPANT

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EXPERIENCE FELLOW‘ACTIVE’ APPROACH; RECORD TOUCHPOINTS AS THEY HAPPEN

EXPERIENCEFELLOW.COM

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REVIEW EXPERIENCE MAP AND IDENTIFY PAIN POINTS

EXPERIENCEFELLOW.COM

EXPERIENCE FELLOW

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EVERYTHING ON YOUR HOLIDAY

EVERYTHING FROM LEAVING HOME TO HOLIDAY ARRIVAL

EVERYTHING FROM INITIAL RESEARCH TOHOLIDAY BOOKING

HOLIDAYDEPARTURE JOURNEYBUYSHOPRESEARCH

POST-TRAVELTRAVELBOOKING YOUR HOLIDAY

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BOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORT

TRAVEL TO AIRPORT

TRAVEL

6 STAGES IN THE DEPARTURE JOURNEY

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BOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORT

TRAVEL TO AIRPORT

TRAVEL

§ 6 PARTICIPANTS § HEATHROW AIRPORT§ ECONOMY CLASS§ SHORT AND LONG HAUL

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VISUAL NARRATIVE6 UNIQUE PICTURE RECORDS OF THE JOURNEY FROM LEAVING HOME TO BOARDING THE PLANE

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EXPERIENCE MAPS6 UNIQUE MAPS CHARTING THE HIGH AND LOW POINTS OF THE JOURNEY

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DEPTH INTERVIEWS6 ONE-HOUR INTERVIEWS TO DISCUSS AND DRAW OUT EXTRA INSIGHTS FROM EACH PARTICIPANT

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PAIN POINTS ANALYSEDA COMPREHENSIVE BREAKDOWN OF EVERY PAIN POINT, WITH RECOMMENDATIONS ON HOW TO ADDRESS THEM…

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P4 - THE MISSED FLIGHT!

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P4 – THE MISSED FLIGHT!BOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT

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MISREAD HIS BOARDING PASS AND REALISED THAT HIS DEPARTURE WAS FROM T5, NOT T2!

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2 3

1

MISREAD HIS BOARDING PASS AND REALISED THAT HIS DEPARTURE WAS FROM T5, NOT T2. HE NEEDED IMMEDIATE ADVICE ON THE QUICKEST WAY TO TRAVEL BETWEEN TERMINALS

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OFFICIALLY MISSED THE BAG DROP BY 5 MINUTES AND IS UNABLE TO CONTINUE HIS JOURNEY – THE COMPLETE LACK OF SYMPATHY FROM THE STAFF MADE HIM FEEL EVEN WORSE

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HE THEN FINDS OUT THAT HE NEEDS TO PAY AN ADDITIONAL £120 IN FEES TO SWITCH FLIGHTS –AGAIN, THE STAFF SHOW NO SYMPATHY

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HE’S LEFT TO REFLECT ON HIS MISSED FLIGHT AND SAYS HE “FEELS STUPID”

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2 3

1 HOW COULD WE HAVE HELPED THIS CUSTOMER TO AVOID THIS DISASTER OF A JOURNEY?

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P4 – THE OPTIMISED JOURNEYBOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT

PROVIDE THE CUSTOMER WITH CONTEXTUAL, PREDICTIVE NOTIFICATIONS: IF HE RECEIVED A WARNING WHILST TRAVELLING TO T2, SAYING THAT HE NEEDED TO GO TO T5, AND HOW TO DO SO, HIS DISASTER OF A JOURNEY WOULD HAVE BEEN AVOIDED

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P1 – TERMINAL CHANGE AFTER SECURITY

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P1 – TERMINAL CHANGE AFTER SECURITYBOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT

129


HE WENT THROUGH CHECK-IN AND SECURITY, AND THEN LEARNT THAT HIS FLIGHT WAS TAKING OFF FROM T2, NOT T1

130


HE WAS TOLD THAT IT’S A 15 MINUTE WALK TO T2, WHICH BUILT ANXIETY ABOUT CATCHING THE FLIGHT ON TIME

131


HE DECIDED NOT TO FOLLOW THE CROWDS AND TO TRUST THE SIGNAGE, BUT GOT LOST AND HAD TO BACKTRACK –CAUSING SIGNIFICANT FRUSTRATION AND ANXIETY

132


HOW COULD WE HAVE HELPED THIS CUSTOMER?

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MANAGE THE CUSTOMER’S EXPECTATIONS BY PROVIDING ADVANCE WARNING: REMIND HIM WHICH TERMINAL HE NEEDS TO CHECK-IN AND FLY FROM, HOW TO TRAVEL BETWEEN TERMINALS, AND HOW LONG THE TRANSIT TIME WILL BE. HE CAN THEN MANAGE HIS TIME AND IT WILL AVOID UNNECESSARY STRESS

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AT THE RIGHT STAGE IN THE JOURNEY PROVIDE CONTEXTUAL HELP – A COMBINATION OF PHYSICAL SIGNAGE AND VIRTUAL STEP-BY-STEP DIRECTIONS ON HOW TO TRAVEL BETWEEN TERMINALS, AND HOW LONG IT WILL TAKE. ALSO PROVIDE REASURRANCE THAT HE WILL MAKE HIS FLIGHT ON TIME

135


AT THE RIGHT STAGE IN THE JOURNEY PROVIDE CONTEXTUAL HELP –LIKE A MAP AND STEP-BY-STEP DIRECTIONS ON HOW TO TRAVEL BETWEEN TERMINALS AND HOW LONG IT WILL TAKE; ALSO PROVIDE REASURRANCE THAT HE WILL MAKE HIS FLIGHT ON TIME

136

P2 – CHECK-IN PING PONG

137

P2 – CHECK-IN PING PONGBOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT

138


EASY TO IDENTIFY CHECK-IN THANKS TO THE SIGNAGE, BUT UNFORTUNATELY ZONES F AND G ARE DOWN THE OTHER END OF THE TERMINAL (IT’S A LONG WALK)

139


EASY TO IDENTIFY CHECK-IN THANKS TO THE SIGNAGE, BUT UNFORTUNATELY ZONES F AND G ARE DOWN THE OTHER END OF THE TERMINAL (IT’S A LONG WALK)

140


111

HE WAS FRUSTRATED TO FIND LARGE QUEUES AND NO SIGNAGE FOR BRONZE CLUB MEMBERS. HE WAS THEN TOLD BY STAFF THAT HIS CHECK-IN WAS BACK DOWN THE OTHER END OF THE TERMINAL (ZONE B OR D)

141


111

ZONE D HAD A MASSIVE QUEUE, SO HE TRIED ZONE B, BUT THIS WAS EMPTY AND THERE WERE NO STAFF. WHEN HE MANAGED TO FIND AN ATTENDANT HE WAS TOLD THAT ZONE B HAD JUST BEEN CLOSED!

142


111

ZONE D HAS A MASSIVE QUEUE, SO HE TRIES ZONE B, BUT IT IS EMPTY AND THERE ARE NO STAFF. WHEN HE FINDS AN ATTENDANT HE IS TOLD THAT ZONE B HAS JUST BEEN CLOSED!

143


HE ASKED THE ATTENDANT IF HE COULD CHECK-IN USING THE BUSINESS CLASS GATE AND HE WAS HAPPY TO BE TOLD “YES”. UNFORTUNATELY HE NEEDED TO WALK BACK TO ZONE H (AGAIN)

144


HE ASKS ATTENDANT IF HE CAN CHECK-IN USING THE BUSINESS CLASS GATE AND IS HAPPY TO BE TOLD YES. UNFORTUNATELY HE NEEDS TO WALK BACK TO ZONE H.

145


HOW COULD WE HAVE HELPED THIS CUSTOMER?

146

P2 – THE OPTIMISED EXPERIENCEBOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT

JUST BEFORE THE CUSTOMER ARRIVES AT THE TERMINAL (IN THIS CASE BY TAXI) NOTIFY HIM WHICH ZONE HE NEEDS TO CHECK-IN FROM; THE TAXI DRIVER CAN THEN DROP HIM OFF AT THE APPROPRIATE ENTRANCE, SAVING HIM WALKING TIME

147

P2 – THE OPTIMISED EXPERIENCEBOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT

111

148

ADDITIONAL LEVEL OF INSIGHT: WE OVERLAID ALL THE MAPS TO REVEAL PAIN POINT PATTERNS...

149

COMPARING THE EXPERIENCESBOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT

EVERY PARTICIPANT SUFFERED A NEGATIVE DROP IN THEIR EXPERIENCE DURING THE TRAVEL–CHECK-IN PROCESS

150


THEY WERE ALL GOING ON HOLIDAY! WE SHOULD BE LOOKING FOR WAYS TO ENHANCE THEIR EXPERIENCE AND BUILD EXCITEMENT. THEIR PAIN POINTS COULD HAVED BEEN EASILY AVOIDED THROUGH REAL-TIME, CONTEXTUAL INFORMATION

151


SURPRISINGLY, NONE OF THE PARTICIPANTS HAD A NEGATIVE EXPERIENCE GOING THROUGH SECURITY. THIS WAS THANKS TO A COMBINATION OF CONSIDERED AIRPORT SIGNAGE AND EFFICIENT PROCESSES… AND A GENERAL LOW EXPECTATION OF THE PROCESS (‘JUST PUT UP WITH IT’ AND ‘GET IT OVER WITH’)

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SURPRISINGLY, NONE OF THE PARTICIPANTS HAD A NEGATIVE EXPERIENCE GOING THROUGH SECURITY – THANKS TO A COMBINATION AIRPORT SIGNAGE AND EFFICIENT PROCESSES, AND A GENERAL LOW EXPECTATION OF THE PROCESS (‘JUST PUT UP WITH IT’ AND ‘GET IT OVER WITH’)


153


CUSTOMERS REALLY SHOULD BE ENJOYING THIS STAGE IN THEIR JOURNEY – THEY’RE GOING ON HOLIDAY! TIME PERHAPS FOR SOME SHOPPING AND A BIT OF FUN BEFORE BOARDING?

154


…BUT THERE WAS A LACK OF SEATING; LIMITED RECHARGE POINTS; PUSHY SALES STAFF; Wi-Fi ACCESS AFTER PROVIDING YOUR EMAIL; FLIGHT DELAYS; UNKNOWN TRANSIT TIME TO THE BOARDING GATE; AND LAST MINUTE REQUESTS TO CHECK-IN HAND LUGGAGE!

155


…BUT THERE WAS A LACK OF SEATING; LIMITED RECHARGE POINTS; PUSHY SALES STAFF; Wi-Fi ACCESS AFTER PROVIDING YOUR EMAIL; FLIGHT DELAYS; UNKNOWN TRANSIT TIME TO THE BOARDING GATE; AND LAST MINUTE REQUESTS TO CHECK-IN HAND LUGGAGE!

156


ANXIETY IS COMMON ABOUT MISSING YOUR FLIGHT: MANAGE CUSTOMER EXPECTATIONS ABOUT THE TIME THEY HAVE AVAILABLE…

157


…CONSIDER PERSONALISED ‘DELIGHTERS’ TO ENHANCE THE EXPERIENCE –WE KNOW WHERE THEY ARE TRAVELLING TO, CAN WE PROVIDE DESTINATION INFORMATION / GUIDES / OFFERS / ETC.?

158

IN SUMMARY…

159

…UNNECESSARY PAIN POINTS WERECAUSED BY A LACK OF REAL-TIME,

CONTEXTUAL, INTELLIGENT INFORMATION…

160

…AND THERE WAS NO DELIGHT!

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THIS IS AN IDEAL BRIEF FOR AN IOT SOLUTION!(AND WE’RE WORKING ON THIS NOW)

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THIS IS AN IDEAL BRIEF FOR AN IOT SOLUTION!(AND WE’RE WORKING ON THIS)

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IN CLOSING…

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SMART METERS / CITIES / CARS

ARQIVA.COM/OVERVIEWS/INTERNET-OF-THINGS/INTERNET-OF-THINGS-NETWORK/

THEY’RE ON THEIR WAY

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SMART WATCHESTHEY’RE ALREADY HERE


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INDUSTRIAL INTERNET

PBS.TWIMG.COM

WAY AHEAD OF THE CONSUMER MARKET

167 ESTIMOTE.COM

BEACONSARE GETTING VERY INTERESTING – KEEP AN EYE ON GOOGLE

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USER PROCESS

SYSTEM PROCESS

DEVICE DEVICE DEVICE DEVICEDEVICETHE DESIGN SCOPE

IS PHENOMENAL

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DESIGN FOR THE PEOPLE IN THE INTERNET OF THINGS

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THE #1 RULEDESIGN PRODUCTS AND SERVICES

THAT SOLVE PAIN POINTS AND ADD VALUE TO PEOPLE’S LIVES

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USER-CENTRED DESIGN

[email protected]

THANK YOU!

Internet of Things – Designing for the People in the IoT (Nov)

Internet

Transcript of Internet of Things – Designing for the People in the IoT (Nov)