Designing Connected Products · UX for the Consumer Internet of Things by Claire Rowland, Elizabeth Goodman, Martin Charlier, Ann Light -- Read -- Imperial Library of Trantor

Index

Designing Connected Products: UX for the Consumer Internet of Things Dedication Praise for Designing Connected Products Foreword Preface

From “Internet of Things” to “Connected Products” The Design Challenge Why Did I Write This Book? Why Is It About Consumers? Who Is It For? About the Authors How This Book Is Organized Acknowledgments

Personal Acknowledgments

1. What’s Different About User Experience Design for the Internet of Things?

How Is UX for IoT Different?

Functionality Can Be Distributed Across Multiple Devices with Different Capabilities The Focus of the User Experience May Be in the Service We Don’t Expect Internet-Like Glitches from the Real World IoT is Largely Asynchronous Code Can Run in Many More Places Devices are Distributed in the Real World Remote Control and Automation are Programming-Like Activities Complex Services Can Have Many Users, Multiple UIs, Many Devices, Many Rules and Applications Many Differing Technical Standards Make Interoperability Hard IoT is All About Data

A Design Model for IoT

UI/Visual Design Interaction Design Interusability Industrial Design Service Design Conceptual Model Productization Platform Design

Summary

2. Things: The Technology of Connected Devices

Types of Connected Device Multipurpose Computers

Embedded Devices

Embedded Hardware Embedded Software

Connected Sensors Passively Trackable Objects

RFID and NFC Beacons

Bridging Physical and Digital: Sensors and Actuators

Sensors Actuators

The Challenge of Powering Devices Conserving Battery Life

Powering Devices Creates UX Challenges

Summary

3. Networks: The Technology of Connectivity

Why is Networking Relevant to IoT UX? Networking Issues That Cause UX Challenges for IoT

IoT Devices Often Connect Only Intermittently Latency and Responsiveness May Vary Networks Are Not 100% Reliable The Impact of Latency and Reliability on UX Other Ways Networking Can Impact UX

The Architecture of the Internet of Things

Dedicated Gateway Smartphone as Gateway Direct Internet Connection Device-to-Device Connections Service-to-Service Connections How System Architecture Affects UX Advantages of Gateways

Edge devices can be kept simple Easier setup and maintenance The system can function when the Internet is unavailable Lower latency Enabling interoperability

Disadvantages of Gateways

Time consuming and costly to develop A potentially confusing point of failure

Types of Network

How Internet Networking Works Types of Internet Network

Ethernet WiFi Cellular data

Types of Local Networking

Bluetooth Proprietary radio ZigBee and ZWave RFID and NFC Powerline networking

IP to the Edge

Network Communication Patterns

Push, Pull, and Polling IoT Application Protocols

Internet Service

The Role of the Internet Service APIs

How do web APIs work? Key design issues for APIs

Granularity Structure Third-party APIs

Summary Case Study 1: Proteus Digital Health: The Connected Pill

The Technology Early Use Case 1: Caregiving Early Use Case 2: Informing Hypertension Treatment Discussion

4. Product/Service Definition and Strategy

Making Good Products

What is Productization? Why is This in a UX Book? Why is This in an IoT Book? Products Can Be Services

From Innovation to Mass Market

Innovators Are Not Consumers What’s Different About Consumers? Value Propositions for IoT

A new product in a new market A new type of product in an existing market A low-cost entrant to an existing market A niche entrant to an existing market

Tools Versus Products What Makes a Good Product?

The Product Solves a Real Problem (and Makes This Clear) The Product Comes at a Cost Proportional to the Perceived Value The Product is Pleasing to Use

Services in IoT

IoT Products Combine Devices and Services How Users Understand Devices and Services Service Ecosystems Building a Service Offering

Business Models

What is a Business Model? How Do Business Models Affect UX? Device and Service Models Bringing Digital Business Models to Physical Products

Summary

5. Understanding People and Context

The Role of Research in Connected Product Design Initial Questions and Concepts

Actors and Stakeholders

But first, how not to define people Actors, roles, and expertise Stakeholders When needs conflict

The Context of Interaction

Operational context Behavioral context

Sociocultural Ecological

Techniques: From Asking to Watching to Making

Asking: Elicitation Tools

Maps Timelines Diaries and usage logs

The Importance of Explanations Watching: Field Visits Making: Generative Methods

Summary

6. Translating Research into Product Definitions

Generating the Elevator Pitch Why Does Your Product Matter?

Expanding the definition of “value”

Aspirations and goals Moral behavior

Tools for Discovering and Communicating Value

Portraits Immersion tools

Customer journey maps

What Is Your Product?

Conceptual Models and Domain Metaphors Grounded Innovation

What Does the Product Do?

Design Principles Service Ecology Maps

Recurring Questions for Product Strategy

Persuasion and Behavior Change Data Ownership Automation

Summary Case Study 2: Little Kelham: Connected Home

7. Embedded Device Design

An Introduction to Thinking About Physical Objects in IoT

The Demise of “Form Follows Function” Another Layer of Experience Interaction and Placement: Basic Design Drivers

Devices that are hidden away and only rarely interacted with beyond initial setup Devices that are interacted with occasionally, but that are more conspicuous and abundant due to what they do Devices that are interacted with frequently and that are likely to be on display to be easily accessible or visible

Challenging These Characteristics

Making Stuff: Differences to UX

Product Design, Industrial Design, Design Engineering Mindset of Industrial Designers Design Freeze as Opposed to Continuous Iteration

Essentials of the Design Process

Establishing a Design Direction

Mood boards and design themes CMF research The importance of sketching Formulating a design language

Detailing and Developing the Design

3D modeling and rendering CAD/CAM Model making and prototyping

Engineering and Production

Hardware engineering, DFM, DFA Product certification

Collaboration Between UX and ID

Three Faces of a Physical Product

Form, Function, and Usability

Anthropometrics and ergonomics Affordance Practicalities Functionality and interfaces

Aesthetics and Appearance

Consistency and cohesion: Making connections Conveying brand image and brand promise Personality and character Multisensory: Weight, texture, temperature

Materials, Manufacturing, and Maintenance

Operating environment and maintenance Manufacturing constraints Sustainability and recycling BOM cost versus future-proofing

Summary

8. Interface and Interaction Design

Types of Interaction

Physical Controls Visual and Screen Interfaces

Light output Visual input Screens and displays

Custom segment displays Character set displays Dynamic displays Electronic ink displays Is a screen better than no screen?

Audio and Voice Interfaces

Audio output Voice interfaces

Voice as output Voice as input

Gestural Interaction

Intangible interactions

Tangible and Tactile Interaction

Tangible user interfaces Tactile output: Vibration, force feedback, and shape shifting

Context-Sensitive Interaction Computer Vision, Barcodes, and Devices “Seeing”

Are QR codes good or bad?

Multimodal Interaction and Interface Combinations

IoT-Specific Challenges and Opportunities

Deciding on the Level of Interactivity of a Connected Device Mobile and Web UIs Glanceable and Ambient Interfaces Working with Limited Input and Output Capabilities

Universal Design and Accessibility

Accessibility Universal Design—We’re All Disabled Sometimes

Summary Case Study 3: Ford SYNC 3: Connected Car

About Ford SYNC 3 Designing for Connected Car Systems A Functional-Rich Small Space Like Your Tablet but Intentionally Different Demonstrating and Implementing an Iterative User-Centered Design Process From Designing Features to Designing for Experiences Mobility as an Emotional System

9. Cross-Device Interactions and Interusability

Cross-Platform UX and Usability What Is Interusability? Conceptual Models and Composition

Conceptual Models

The user model and the design model Multidevice services are conceptually more complex

Composition

Patterns of composition Determining the right composition

What best fits the context of use? What connectivity and power issues do you need to consider? Can you work with preexisting devices? What interaction capabilities do the various devices have (or could you cost-effectively include on a custom device?) Does the system need to work if some devices are unavailable? How accurate does sensing need to be? Do users have set expectations of devices? How do you balance cost, upgradeability, and flexibility? How central to the service are the devices?

Consistency

Guidelines for Consistency Across Multiple Devices

Use consistent terminology Follow platform conventions Aesthetic styling Interaction architecture and functionality Consider the most likely combinations of devices

Continuity

Data and Content Synchronization Handling Cross-Device Interactions and Task Migration

Broader contexts of interusability

Summary

10. Interoperability

The CompuServe of Things What Is Interoperability and Why Is It a Problem?

Network Interoperability Interoperable Data

How Can Devices Interoperate?

Interoperability at Different Levels of System Architecture

One edge device connects directly to another One edge device connects to another via local gateway/hub One gateway connects to another Edge devices connected via a cloud platform Service to service over Internet Products and services can interoperate on several levels

Functioning Together Versus True Interoperability

How Can We Improve Interoperability? The UX of Interoperability

UX Issues in Interoperability

Knowing which devices will talk to each other Getting devices to coordinate Generic versus specific UIs Organizing devices and accessing controls Interoperability puts users in control

Summary Case Study 4: LOOP: Connected Pelvic Floor Exerciser

11. Responsible IoT Design

Security

The UX of Security Why IoT Security is a Big Challenge Design Requirements for Usable IoT Security

Limit the damage that can be caused Keep devices secure Make authentication easier Keep users in control of permissions Make the invisible visible Design security measures to suit user and domain needs

Privacy

Information and Privacy

Handling data with tact Collecting and distributing data Aggregation Patterns of behavior

Legal Issues, Consent, and Data Protection

In the USA In Europe Principles of data management for privacy Privacy settings and informed consent

“Privacy by Design and Privacy by Default”

Social Engineering

Mitigating the dangers of social engineering?

Environment

What’s the Environmental Impact of an IoT Product?

Manufacturing Usage Maintenance and upgradeability Disposal

What Can Designers Do?

Summary

12. Supporting Key Interactions

Setup

Creating Good Setup Experiences Preconfiguration Versus User Effort Flexibility and Modularity Instructions Context of Use Is Anyone Else Involved? Getting Things Connected Getting Real Benefit Out of the System Test It’s Working

In-Life Housekeeping

Device Management Notifications, Messages, and Alerts User Management System Maintenance

Discovery Control Experiences

Prioritizing Key Controls Grouping Controls Sending Commands to Other Devices Activity Feeds

Platforms

Common Components

A common design language for UI elements Design templates and patterns Handling instructions from multiple users/devices Viewing interrelationships between devices, services, and rules Automation

The Technology of Getting Things Connected

Set Up Gateway or Directly Internet-Connected Device Mobile Devices Pairing Devices

Bluetooth pairing options

“Just works” Numeric comparison Passkey entry Out of band pairing

Summary Case Study 5: BRCK: Rugged Portable WiFi Hotspot

Designing the Setup of the BRCK

What is BRCK? Designing for BRCK User Learning Curve The Unboxing Process What We Learned and Changed

13. Designing with Data

Introduction Data in IoT

Flow of Data in Connected Products Data Science Types of IoT Data

Static versus dynamic Direct versus inferred Big versus small, real-time versus historical Time, frequency

Augmenting Your Data with Third-Party Data

Types of Data-Driven Product

Smart Systems Ambient Analytics Personal Assistants Quantified Self Data Above the Level of a Single Product

What This Means for Design

Making Meaning and Enabling Action

Understand motivations and goals Provide context Actionable insights, explanations, and data

Attention is a Scarce Resource Experience Over Time Inference and Interpretation Transparency and Trust Data May Not Be Objective When Behavioral Change is a Goal Visualizing Data Using Data in the Design Process

Summary

14. Iterative Design: Prototyping and Learning

The Necessity of Working Iteratively Using Prototypes to Answer Questions

What Does the World Look Like with Your Product in It? Collages Product/Service Visualizations

Storyboards Media from the future Video prototyping

What Does Using a Product Feel Like?

Experience prototypes Wizard-of-Oz demonstrations

How Does a Product Support a Service (and Vice Versa)? How Do We Prototype with Data?

Canned data Faking it

How Will People Interact with an Interface?

Inputs and outputs: beyond the screen, keyboard, and mouse

Adapt a working device Connect toolkit components

New screen interaction paradigms Evaluating placement, size, and scale

How Do You Decide What to Prototype?

Prototype what you care about Build as little from scratch as possible Fit the medium to the purpose

Evaluation: Success Demands Failure Summary

15. Designing Complex, Interconnected Products and Services

It’s Complicated... Scaling the UX

Keeping Track of Multiple Devices Looking Beyond Devices Addressing User Needs Context

Control

Putting Users in Control

Why is using IoT like programming? How IoT products displace actions from results

Displacement in space Displacement in time Displacement in function/application

Programming and notations What is programming? How can we make controlling complex systems easier?

Make programming easier Is programming the right model?

Giving Machines Control

Make the system smarter What intelligent systems can do UX risks of autonomous systems

Reduced control Reduced predictability and comprehensibility

Balancing user control with system autonomy

Approaches to Managing Complexity

How UX in the Platform Scales Up Data Models

System-generated metadata about devices Metadata about the device context Data about the system Data about the wider context Data about the user How much modeling do you need?

Summary

A. Companies, Products, and Links B. About the Authors Index About the Authors Copyright

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