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User centred design (UCD) and the connected home

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This presentation is a summary of a workshop that was conducted at UX London and Mozfest by Cyber-Duck, an agency that merges lean and agile deliver with user centred design (UCD). The workshop was aimed at those wanting to apply UCD to futuristic technologies. The workshop explored the concepts and thinking of ‘how to design an Internet Connected Dishwasher app’ while considering a wider eco system. The workshop started by introducing IoT (and ‘nearables’), why its relevant now and how the UCD process can adapt to it. The workshop frames UCD in a wider product delivery context and is aimed at those wanting to learn on how UX tactics can be applied to successfully design IoT products and systems.

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User centred design (UCD) and the connected home

  1. AN INTRODUCTION TO USER CENTRED DESIGN And The Connected Home DANNY BLUESTONE @danny_bluestone ANDREW PAIRMAN @andrewpairman
  2. UX WHITE PAPER Our process evolved over ten years, now you can learn from our award winning formula
  3. ANDREW PAIRMAN UX DESIGNER DANNY BLUESTONE UX CONSULTANT
  4. WHAT YOU WILL LEARN PART 01 Introduction What is UCD Why connected devices Design heuristics Bringing UCD to the IoT world The connected dishwasher 1 HOUR PART 02 Evaluation model Stakeholder interviews Personas Prototype Testing Summary BREAK 30 MINS 1.5 HOURS
  5. WHAT IS (UCD) OR USER CENTRED DESIGN?
  6. The central premise of user centred design is that the best designed products and services result from understanding the needs of the people who will use them. “
  7. http://xkcd.com/773/ GIVING USERS WHAT THEY NEED NOT WHAT YOU THINK THEY NEED
  8. BENEFITS OF UCD
  9. QUALITATIVE - Find out what customers actually want. CONTEXT – Discover the exact context to design for. CREATIVITY – Combine UCD with branding. FOCUS - Avoid ‘analysis paralysis’ and data numbness. REMOVE EGOS – Verify decisions with real customers.
  10. http://www.flickr.com/photos/matski_98/8259750205/ TAKE TIME TO OBSERVE HOW PEOPLE USE YOUR DESIGN
  11. HOW TO APPROACH DESIGN
  12. TIMOTHY PRESTRO, CEO of DMT DESIGN FOR PEOPLE, NOT AWARDS http://designthatmatters.org/portfolio/projects/
  13. DESIGN FOR OUTCOMES www.ted.com/talks/timothy_prestero_design_for_people_not_awards.html  and  http://www.designthatmatters.org/pictures/dtm_blog/Baby_in_Firefly.JPG  
  14. UCD EXAMPLES
  15. http://www.flickr.com/photos/simonw92/8534697674/ “ 
 If the engineers could, they'd give you 40 buttons, but when you're driving it's not that easy to use them all, so it's better to have the ones you really need. 
 
 The key thing is to make it simpler without getting rid of stuff that I might need to make the car go quicker. 
 Lewis Hamilton
  16. IS UCD ALWAYS THE BEST APPROACH?
  17. tree diagram
  18. “ If I had asked people what they wanted, they would have said faster horses. https://www.flickr.com/photos/centralasian/5577775866/ Henry Ford
  19. USERS ARE NOT DESIGNERS IT IS USER CENTRED DESIGN, NOT USER CONTROLLED DESIGN
  20. ENTER INTERNET OF THINGS (IOT)
  21. The Internet of Things (IoT) is a scenario in which objects, animals or people are provided with unique identifiers and the ability to transfer data over a network without requiring human-to- human or human-to-computer interaction. http://whatis.techtarget.com/definition/Internet-­‐of-­‐Things
  22. Bringing the internet to the things and bringing the things to the internet BENJAMIN MAUGAIN
  23. IOT MARKET MOVERS AND SHAKERS
  24. Apple  Pay  /  NFC  
  25. IOT GLOBAL FORECAST
  26. There are more than 10 billion wirelessly connected devices in the market today; with over 30 billion devices expected by 2020. ABI RESEARCH https://www.abiresearch.com/press/more-­‐than-­‐30-­‐billion-­‐devices-­‐will-­‐wirelessly-­‐conne/
  27. THE PHONE AS THE EPICENTRE OF IOT
  28. NATIVE VS WEB
  29. http://tidbits.com/article/13962
  30. DESIGN HEURISTICS
  31. AFFORDANCE
  32. FEEDBACK
  33. CONSTRAINTS
  34. THE MORE CHOICES YOU HAVE TO CHOOSE FROM, THE LONGER IT TAKES FOR YOU TO MAKE A DECISION. http://www.cirencalui.com/ HICKS LAW
  35. BRINGING UCD METHODOLOGY INTO IOT PRODUCT DESIGN
  36. CORE PRINCIPLES
  37. EVALUATIVE - Research to challenge the hypothesis, business case and tech. STAKEHOLDERS - During the process identify, embrace and involve them. PERSONAS - Understand user intent, filter it and verify your assumptions. PROTOTYPING - Create wireframes, prototypes and specifications. TESTING - Throughout the above, iterate the product.
  38. UCD IS NOT THE HOLY GRAIL
 
 LIKE ANY METHODOLOGY, UCD SHOULD BE INCORPORATED INTO WIDER ORGANISATIONAL FUNCTIONS
  39. THE WIDER CONTEXT OF UCD IN A PRODUCT ORIENTATED WORLD
  40. SYSTEM ARCHITECTURE UCD 1. MARKET DEMAND 3. USER VALUE2. PRODUCT EDUCATION 4. TECHNOLOGY UCD IN A WIDER CONTEXT 5. COMMERCIAL ROI AGILE PRODUCTION PRODUCT DISTRIBUTION EXECUTION / QUALITY CONTROL BRAND STRATEGY GROWTH MARKETING
  41. FIRST MOVERS
  42. BERG’S APPROACH 1. Evaluative
 Do you think their hypothesis is correct, is the technology ready for this? 2. Personas 
 Is the context right for the approached personas. What are your views? 3. Stakeholders
 What are your views on how they involved stakeholders? 4. Prototyping 
 What do you think of their approach to prototyping the machine? 5. Testing
 Let us know how you feel you would test such a product
  43. THE CONNECTED DISHWASHER
  44. EXCERCISE PLEASE GET INTO GROUPS OF 5
  45. YOUR FICTIONAL PROJECT Design an app to control a smart dishwasher THE BRIEF Whirlpool allocated a budget to produce a new smart dishwasher. The dishwasher connects to an app to provide a new way to interact with their machine. Whirlpool want you to design a smartphone app that can give the user information about the machine as well as controlling it. The app should do the following:
 1. Set a wash program 2. Let the user know if the machine is running or not 3. How much power is being used 4.Salt levels and liquid levels 5. When maintenance is required 6.Connect the app to the machine
  46. AN INTRODUCTION
 TO OUR APPROACH 1. Evaluative - Firstly we will challenge the hypothesis of the brief. 2. Stakeholders - We will explore who the stakeholders are. 3. Personas - Lets set the scene for the personas and our methodology. 4. Prototyping - We will then prototype some concepts for the interface. 5. Testing - Our final task will be to ‘test’ what we designed today!
  47. PRINCIPLE 01
 EVALUATE
  48. THE LEAN CANVAS http://kevindewalt.com/2013/04/28/how-­‐a-­‐1-­‐page-­‐business-­‐model-­‐will-­‐and-­‐wont-­‐help-­‐your-­‐lean-­‐startup/
  49. THE HOOK
  50. EVALUATIVE 1. Is our brief correct? Should the idea change slightly? 2. What problems will this app solve, if any? 3. How would a system API affect the design process (if at all)? 4. How does the above affect the technology we choose 5. How will the connected dishwasher connect into the wider 
 connected home? 8 mins
  51. PRINCIPLE 02
 STAKEHOLDER INTERVIEWS
  52. https://www.boundless.com/accounting/textbooks/boundless-­‐accounting-­‐textbook/introduction-­‐to-­‐accounting-­‐1/overview-­‐of-­‐key-­‐elements-­‐of-­‐the-­‐ business-­‐19/business-­‐stakeholders-­‐internal-­‐and-­‐external-­‐117-­‐6595/
  53. 1. Understand SMART and 
 persona
 objectives STAKEHOLDER ENGAGEMENT FRAMEWORK Understand SMART and Persona objectives Align mutual interests Define their role and availability Manage expectations Identify project risk upfront Gauge their interest and influence Understand the politics
  54. 1. Understand who the key decision makers are upfront 2. Set your goals for the interviews; vision, requirements, KPIs 3. Stay flexible and be open to group interviews 4. Run regular show and tell presentations with them STAKEHOLDERS
  55. 1. List the manufacturer’s internal stakeholders 2. Who are the external stakeholders (non-personas) 3. What type of questions would you ask them? STAKEHOLDERS 6 mins
  56. PRINCIPLE 03
 PERSONAS
  57. LOW
 PURCHASE POWER HIGH
 PURCHASE POWER LAGGARDS EARLY ADOPTERS PRIORITISING OUR PERSONAS
  58. 1. Create archetypical personas that focus on common intent 2. Get stakeholders to verify your persona assumptions 3. Consider their technology abilities and accessibility issues PERSONA TIPS
  59. PERSONA EXAMPLE
  60. 1. Research their mental model and affordances 2. Find out how you can relieve any concerns 3. Prioritise personas based on business goals 4. Validate personas by engaging with them PERSONA TIPS
  61. Please create two persona cards for one of the groups below: 1. People that would use such a dishwasher 2. People that would not use such a dishwasher 3. Employee personas that would be required Please list the following for one of the groups 1. Intent and motivations for the groups to use the app. 2. How would they use the dishwasher in a wider context? Then challenge our axis model PERSONAS 8 mins
  62. PRINCIPLE 04
 PROTOTYPING
  63. 1. Card sorting, or feature cards help to articulate the usage 2. Flows of control help to visualise interaction sequences 3. User stories also help to build up ideas for screen design 4. Bring the persona usage into these models 5. Humanise your prototype to get better responses 6. Often content strategies are also required PROTOTYPING TIPS
  64. Task Frequency Difficulty Importance   /  priority Alternatives Type  activity Notes e.g.  Connect  to  wifi Infrequent   5/10 7/10 Not  use  the   app,  over-­‐ ride  interface on-­‐boarding TASK TABLE
  65. http://www.a-­‐richardson.com/betabrand.html
  66. 1. Please populate the task table and do the following: • Rate the difficulty of each task and how it can be simplified • Specify how frequently users will perform the tasks. • Prioritise them based on critical to non-critical. 2. Please draw a comic story showing the 3 most common usages including the trigger, action and ‘reward’ for each PROTOTYPING - 01 15 mins
  67. http://wc1.smartdraw.com/examples/content/examples/01_flowcharts/4_other_flowcharts/control_flow_epc_diagram_flowchart_l.jpg
  68. 1. Please create a logical flow of usage based on the key activities
 (Consider on boarding as part of that) PROTOTYPING - 02 8 mins
  69. 1. Review the screens as a group 2. Critique the screens against the user stories 3. Start with low fidelity PROTOTYPING TIPS
  70. IxD – INTERFACE
  71. Please wireframe the following: 1. Home screen 2. On-boarding key screen (first time user) 3. Menu for repeat user 4. Other key screens or modes you choose PROTOTYPING - 03 18 mins
  72. https://dribbble.com/shots/1083847-­‐Flat-­‐UI-­‐Kit-­‐Free-­‐PSD
  73. Visual language: 1. Please design a visual language based on the kits provided (stick them on the paper) 2. Once that is done, please stick them onto the previous screens you created PROTOTYPING - 04 6 mins
  74. PRINCIPLE 05
 TESTING
  75. QUALITATIVE VS QUANTITATIVE http://www.nngroup.com/articles/which-­‐ux-­‐research-­‐methods/
  76. 1. Getting the right users is imperative but so are expert reviews 2. You can recruit users from a CRM or use professional recruiters and via guerrilla tactics 3. Contextual enquiries and eye tracking are popular types of usability testing 4. Other testing includes remote analytics, surveys and AB/MVT testing 5. Ethnography allows for even more granular monitoring of user behaviour TESTING TIPS
  77. http://uxmag.com/articles/eye-­‐tracking-­‐the-­‐best-­‐way-­‐to-­‐test-­‐rich-­‐app-­‐usability COGNITIVE DISRUPTIONS
  78. Each group should nominate a leader and take their screen designs to another group with a notepad. The leader should explain the rationale to each ’user’ while the others are silent. The leader should get someone in their group to help with note taking. In summary:
 1. Take one to two users through your screens 2. Then get back to your original group and present your findings TESTING 10 mins
  79. 1. UCD theories and design principles and how they adapt to the world of IoT 2. An understanding of how to engage with the various stakeholders 3. The concept of designing ‘systems’ before ‘destinations’ WHAT WE COVERED
  80. THANK YOU DANNY BLUESTONE @danny_bluestone ANDREW PAIRMAN @andrewpairman CYBER-DUCK @cyberduck_uk

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