14. #UX4IoT #SXSW2014!
We no longer own the foreground
• Designers have been designing for the
foreground
• The number of devices increases, but
people’s attention remains constant!
20. #UX4IoT #SXSW2014!
Takeaway
• Assume user’s attention to your device is low
• Deliver single and complete ambient information
• Take advantage of user’s behavior in the
environment to both scale information and lower
friction.!
Informational Value
Attention
32. #UX4IoT #SXSW2014!
Service design is the activity of planning
and organizing people, infrastructure,
communication and material components
of a service in order to improve its quality
and the interaction between service
provider and customers.!
What is Service Design?!
Photo: http://store.nike.com/us/en_us/pw/fuelband/90w!
34. #UX4IoT #SXSW2014!
Nike Fuel Band
$149!
Photo: http://store.nike.com/us/en_us/pw/fuelband/90w!
Value is in the service
35. #UX4IoT #SXSW2014!
Value is in the service
Nike Fuel Band
$149!
Daiso Pedometer
$5!
Photo: http://store.nike.com/us/en_us/pw/fuelband/90w!
36. #UX4IoT #SXSW2014!
Wellness Service of Nike Fuelband
Photo: http://store.nike.com/us/en_us/pw/fuelband/90w!
Real-time Feedback
History and Trends
Shared Accountability
Peer Support
Reminders!
37. #UX4IoT #SXSW2014!
Wellness Service of Nike Fuelband
Photo: http://store.nike.com/us/en_us/pw/fuelband/90w, https://itunes.apple.com/us/app/nike+-fuelband/id493325070?mt=8!
http://smartuse.pro/wp-content/uploads/2013/03/Nike+_Dashboard.png!
Avatar!
Digital Touch-points!
Contents and
Branding!
40. #UX4IoT #SXSW2014!
Mobile Banking App UX Design
Select ‘Chat’
Tab
Select
Compose
Compose
Message
Select
Category
Display Error
Save Draft
Send
Select ‘Chat’
Tab
Connection?
Task Flow: User Requests Support from Mobile App!
41. #UX4IoT #SXSW2014!
Mobile Banking Service Design!
Journey: Customer Requests Support!
Compose
message!
APP!
EMAIL!
CALL CENTER!
SUPPORT
SUPERVISORS!
CUSTOMER!
Confirmation!
Assign Case!
Escalate for
Approval!
Respond to
customer!
New Msg
Notification!
Read
response!
Mark issue
resolved!Max. 4h!
42. #UX4IoT #SXSW2014!
Takeaway
• Behind every IoT product is a service.
• Service design is multi-touch, multi-perspective.
It is about orchestration.!
49. #UX4IoT #SXSW2014!
Takeaway
• Being able to customize experience using
identity has tremendous potential
• Privacy is only an issue when the value of the
service is unclear and handling of data lacks
transparency.!
52. #UX4IoT #SXSW2014!
Our roles & responsibilities
1. Create new normalcy for people
2. Make existing services suck less
3. Stop making Don’t stop at concept
videos!!
55. #UX4IoT #SXSW2014!
1. Create new normalcy for people
2. Make existing services suck less
3. Stop making Don’t stop at concept
videos!!
Our roles & responsibilities