Making digital services human
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![Page 1: Making digital services human](https://reader033.fdocuments.in/reader033/viewer/2022060200/559867d81a28ab95738b4596/html5/thumbnails/1.jpg)
The real human
experience of the
internet of things
Martin Charlier
@marcharlier
@fjord
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Services can become more ‘human’.
How design fits into this.
What I’m going to talk about
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The Economist, 2002
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Music
Retail
News & Publishing
Photography, Film & Television
Communication
Travel & Transportation
Banking
Health & Wellness
Digital is changing industries
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Many people
⇵
One computer
One person
⇵
One computer
One person
⇵
Many computers
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2013
Computing is
becoming
shapeless
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Embedded in things and environment.
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Embedded in things and environment.
Understand speech, gestures, context.
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Embedded in things and environment.
Understand speech, gestures, context.
Make decisions and take action.
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2013
Computing is
becoming
shapeless.
It starts to
become more
human.
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Tom Igoe, Dan O’Sullivan
Physical Computing
“How the computer sees us.”
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How it will see us?
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Services can
become more
human too.
But we need to
be careful.
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How about gesture-controlled
online banking on your TV?
Designer #2
*facepalm*
Designer #1
What’s the future going
to be like?
Designer #1
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“I’d rather eat you”
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Thanks! @rivalee
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Unexpected
item in the
bagging area.
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Telegraph.co.uk, 2010
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Sony TV advert patent
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Microsoft XBOX One
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Victor Johansson: The Escape Jacket
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Steffen Fiedler: Instruments of Politeness
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Adam Harvey: Camouflage from Computer Vision
www.cvdazzle.com
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Design needs to
make services
human.
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DESIGN TO
DISAPPEAR
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Interaction
Time
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REMOVE THE
INTERFACE
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1. A driver approaches her car.
2. Takes her smartphone out of her
purse.
3. Turns her phone on.
4. Slides to unlock her phone.
5. Enters her passcode into her phone.
6. Swipes through a sea of icons,
trying to find the app.
7. Taps the desired app icon.
8. Waits for the app to load.
9. Looks at the app, and tries figure
out (or remember) how it works.
10. Makes a best guess about which
menu item to hit to unlock doors
and taps that item.
11. Taps a button to unlock the doors.
12. The car doors unlock.
13. She opens her car door.
Golden Krishna: nointerface.tumblr.com
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Golden Krishna: nointerface.tumblr.com
1. A driver approaches her car.
Takes her smartphone out of her
purse.
Turns her phone on.
Slides to unlock her phone.
Enters her passcode into her phone.
Swipes through a sea of icons,
trying to find the app.
Taps the desired app icon.
Waits for the app to load.
Looks at the app, and tries figure
out (or remember) how it works.
Makes a best guess about which
menu item to hit to unlock doors
and taps that item.
Taps a button to unlock the doors.
2. The car doors unlock.
3. She opens her car door.
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NEEDS
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“Objects +”
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Umbrella +
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Body scale +
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Signage +
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Pill bottle +
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CREATEOPEN
SERVICES
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VOY ‘Ugle’
www.voyoslo.com
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OnTrees
www.ontrees.com
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UNDERSTAND
HUMANS
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Nikos A. Salingaros
Human scale
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Gary Hustwit ‘Urbanized’
Human scale
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Masahiro Mori
The uncanny valley
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cute creepy
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User experience
Sensing technology
Sweet spot
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UNDERSTAND HUMANS
CREATE OPEN SERVICES
DESIGN AROUND NEEDS
REMOVE THE INTERFACE
DESIGN TO DISAPPEAR
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Every product is
a service waiting
to happen. (Malin Mäki)
And vice versa.