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User Experience for Internet of Things

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Internet of Things User Experience Catherine Robson


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Catherine Robson @catwrobson crobson@redhat.com User Experience Design Red Hat


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AGENDA • What is the Internet of Things (IoT) • User impact of IoT • Creating good IoT experiences • How to track success


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Internet of Things Internet of Things is the basic principle that any objects in our lives can be connected to create a more informed and collaborative experience between humans and their world.


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More informed and collaborative experience is the core It’s the reason we are doing this. How do you harness the internet of things to create more intelligent experiences with your users?


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First, we need to be informed The number of devices is expected to grow exponentially


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With more devices, comes more human interaction


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100 devices 99% performance = 1 device that needs your attention


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Human time is the weak point


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User Experience examples in IoT vs


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Does this apply to enterprise? Consumer market proving value that IoT can bring to interactions with users. Better user experiences at work can: Save money Increase productivity Improve job satisfaction


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Tips for improved User Experience


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Design IoT with minimal interaction


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Design IoT with minimal interaction Reduce beeps and notifications


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Design IoT with minimal interaction Reduce beeps and notifications Streamline troubleshooting & fix workflows


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Design IoT with minimal interaction Reduce beeps and notifications Streamline troubleshooting & fix workflows Provide suggestions & default actions


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Design IoT with minimal interaction Reduce beeps and notifications Streamline troubleshooting & fix workflows Provide suggestions & default actions Build intelligence to not disturb the user when possible


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Let data drive decisions, only include human intervention when necessary


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Let data drive decisions, only include human intervention when necessary


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Expectation Setting


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Expectation Setting


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Expectation Setting


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But what if my Nest could talk to my Lighting?


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Avoid proprietary solutions


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Avoid proprietary solutions


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Avoid proprietary solutions


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Avoid proprietary solutions


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Red Hat - Open Standards


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Designing an Experience


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Start with user stories As a <user type>, I want <feature> so <reason>. As a track engineer, I need to be notified of track problem information so I can easily review track problems.


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Understand flows across devices Track sensor identifies issue Trains rerouted until engineer can assess System calculates best track engineer GPS recognizes engineer on site. Updates ticket. System updates engineer’s schedule & notifies them Engineer closes ticket with resolution information. Engineer sees next assignment on watch, gets directions to location. Engineer sees next assignment on watch, gets directions to location. Trains routed back to track


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Full customer experience flow


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UX expertise to consider UI Design Designing the software users interact with on tablets, phones, computers, and other screen-based interactions for ease of use and adoption Industrial Design Designing the hardware and ergonomics that fit elegantly into people’s lives Customer Experience The full customer journey from end to end, purchase through upgrade


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How do I know if we’re doing well?


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It’s still a new paradigm Gather feedback often Be willing to change Keep a sense of humor


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Collect data on usage


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Collect data on usage Gather drop-off points in console usage


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Collect data on usage Gather drop-off points in console usage Which devices are getting input


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Collect data on usage Gather drop-off points in console usage Which devices are getting input What features are being used


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Collect data on usage Gather drop-off points in console usage Which devices are getting input What features are being used Ask for feedback during various stages of the journey


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Gather emotion during customer journey user approaches store in a rush User enters store and gets notification of sale User realizes the thing they want doesn’t qualify User scans item, sees they can use coupon Applies coupon and pays on phone, and is able to pick up child on time


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In Summary More devices = less time Design your experience mindfully Measure & Improve


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Want to know more about what Red Hat UXD is up to? Visit our PatternFly Booth Room 210 Free Chance to win


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Thanks! Catherine Robson @catwrobson crobson@redhat.com


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