internet of things – how to design for the people in the iot
TRANSCRIPT
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James BaileySeptember 2015
DESIGNING FOR THE PEOPLEIN THE INTERNET OF THINGS
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JAMES BAILEYIoT and UX Consultant at Bunnyfoot
BORN ANALOGUEBefore the digital revolution and the Internet
FASCINATED BY TECHNOLOGYThe developments, applications, and convergent opportunities
FASCINATED BY PEOPLEMA Interaction Design -> Bunnyfoot
QUICK INTRODUCTION
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WHAT IS THEINTERNET OF THINGS?
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KEVIN KELLY:THE NEXT 5,000 DAYS OF THE WEB (2007)
HTTP://YOUTU.BE/YDYCF4ONH5M
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Database of things We’ll see more and more data about us, our behaviours, our environments, etc.Data will come to us, based on who we are
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THE VISION:The Internet will become a transparent extension to our everyday lives
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A friend explained to his 8 year old about how he grew up without computers. His son asked…
‘Born Digital’ generation…
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But, how did you get on the Internet?
‘Born Digital’ generation…
A friend explained to his 8 year old about how he grew up without computers. His son asked…
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The Internet is not limited to computers or devices. It is something far larger.
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SO, WHAT IS THE INTERNET OF THINGS?
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INTERNET OF THINGSTHE EVOLUTION OF THE INTERNET
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INTERNET OF THINGSPHYSICAL OBJECTS ARE AUGMENTED WITH SENSORS AND COMPUTING TECHNOLOGY, AND CONNECTED TO THE INTERNET
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INTERNET OF THINGSTHESE ‘THINGS’ – OR DEVICES – CAPTURE DATA ON THE WORLD AROUND THEM AND SHARE THEM THROUGH ONLINE SYSTEMS
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USER PROCESS
SYSTEM PROCESS
DEVICE DEVICE DEVICE DEVICEDEVICE
§ BILLIONS OF DEVICES WILL BE COLLECTING, SHARING, AND PROCESSING DATA ONLINE
§ EACH DEVICE IS AN INDIVIDUAL
§ THEY ARE CONNECTED THROUGH ONLINE SYSTEMS
§ I BELIEVE THEY SHOULD SERVE THE NEEDS OF PEOPLE
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WHAT’S BEEN HAPPENING THIS YEAR?
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Investing £140 million in world class research on the infrastructure and cities of the future
UK GOVERNMENT BACKING
GOV.UK/GOVERNMENT/NEWS/BUDGET-2015-SOME-OF-THE-THINGS-WEVE-ANNOUNCED ARQIVA.COM/OVERVIEWS/INTERNET-OF-THINGS/INTERNET-OF-THINGS-NETWORK/
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17 REALWIRE.COM/REALRESOURCE.ASP , ARQIVA.COM
ARQIVAINFASTRUCTURE BEHIND UK TV, RADIO, SATELLITE, WIRELESS
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18 REALWIRE.COM/REALRESOURCE.ASP , ARQIVA.COM
ARQIVA£625 MILLION CONTRACT TO BUILD A SMART METER NETWORK IN 10 UK CITIES
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19 SIGFOX.COM
SIGFOXPROVIDES THE TECHNOLOGY NEEDED FOR A GLOBAL NETWORK OF CONNECTED DEVICES (€100 MILLION INVESTED IN FEB 2015)
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NATIONWIDE CONNECTIVITYLOW POWER / BANDWIDTH / CONSUMPTION / COST
ARQIVA.COM/OVERVIEWS/INTERNET-OF-THINGS/INTERNET-OF-THINGS-NETWORK/
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NATIONWIDE CONNECTIVITYSTARTING WITH 10 UK CITIES:BIRMINGHAM, BRISTOL, EDINBURGH, GLASGOW, LEEDS, LEICESTER, LIVERPOOL, LONDON, MANCHESTER, SHEFFIELD
ARQIVA.COM/OVERVIEWS/INTERNET-OF-THINGS/INTERNET-OF-THINGS-NETWORK/
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SMART CITIES ARE ON THEIR WAY…
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…AND THEY ARE GOING TO START BY SOLVING PRACTICAL ISSUES…
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24 ARQIVA.COM/OVERVIEWS/INTERNET-OF-THINGS/INTERNET-OF-THINGS/
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25 ARQIVA.COM/OVERVIEWS/INTERNET-OF-THINGS/INTERNET-OF-THINGS/
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26 ARQIVA.COM/OVERVIEWS/INTERNET-OF-THINGS/INTERNET-OF-THINGS/
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27 ARQIVA.COM/OVERVIEWS/INTERNET-OF-THINGS/INTERNET-OF-THINGS/
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28 ARQIVA.COM/OVERVIEWS/INTERNET-OF-THINGS/INTERNET-OF-THINGS/
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29 FYBR-TECH.COM
PARKINGSAVE TIME, REDUCE STRESS AND TRAFFIC CONGESTION
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30 SLIDESHARE.NET/DANCLARKECCC/IO-T-FINAL-PUBLISH
CAMBRIDGECONNECTING PREVIOUSLY SEPARATE NETWORKS AND SYSTEMS
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The guiding principles highlight the importance of building services around customer needs.
BSIGROUP.COM/EN-GB/SMART-CITIES/SMART-CITIES-STANDARDS-AND-PUBLICATION/PAS-181-SMART-CITIES-FRAMEWORK
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32 BSIGROUP.COM/EN-GB/SMART-CITIES/SMART-CITIES-STANDARDS-AND-PUBLICATION/PAS-181-SMART-CITIES-FRAMEWORK
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33 BSIGROUP.COM/EN-GB/SMART-CITIES/SMART-CITIES-STANDARDS-AND-PUBLICATION/PAS-181-SMART-CITIES-FRAMEWORK
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34 BSIGROUP.COM/EN-GB/SMART-CITIES/SMART-CITIES-STANDARDS-AND-PUBLICATION/PAS-181-SMART-CITIES-FRAMEWORK
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35 SLIDESHARE.NET/SLIDESHOW/EMBED_CODE/45706232
BIRMINGHAM SMART HACK CONCEPT: USE DATA ON FOOD WASTAGE (RESTAURANTS, ETC.) AND MATCH THIS WITH NEARBY HOMELESS SHELTERS TO ARRANGE DELIVERIES
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36 IOT.LONDON
IOT LONDONMONTHLY MEETUP TO SHOWCASE, LEARN, AND NETWORK
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37 IOT.THEBLN.COM/2015/03/NON-PROBLEMS-LONGER-PROBLEMS-IOT-ALEX-DESCHAMPS-SONSINO
IOT 15MARCH CONFERENCE – AROUND 200 ATTENDEES; A REAL SPOTLIGHT ON WHAT’S HAPPENING
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O’REILLYESSENTIAL READING IF YOU WANT TO DESIGN IN THE IOT
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§ Deploying IoT at scale
§ Understanding industrial design
§ Prototyping experience for connected products
§ User experience and predictive device behaviour
§ Interusability: Designing a coherent system UX
§ Lessons from architecture school
O’REILLYONLINE CONFERENCE
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40 MAKESPACE.ORG
CAMBRIDGE MAKESPACESUPPORTING “MAKER” CULTURE BY PROVIDING ACCESS TO MATERIALS, TOOLS, AND LIKE-MINDED PEOPLE
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41 MAKESPACE.ORG/2014/04/MAKESPACE-THE-FIRST-YEAR / COMEHOMETOCOSY.COM
“COSY” SMART THERMOSTAT: FROM PROTOTYPE TO PRODUCT IN 4 MONTHS!!
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42 COMEHOMETOCOSY.COM
EVEN IN JUST 4 MONTHS THEY INCLUDED CUSTOMER RESEARCH AND REAL HOME TESTING
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43 NEST.COM/UK
COMPETITION IS HEATING UP!NEST – THE $3.2 BILLION SUCCESS STORY
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44 HIVEHOME.COM
HIVE ENTERS THE MARKETA SMALL, INDEPENDENT COMPANY SETUP BY BRITISH GAS
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USER-CENTRIC APPROACHSPEND A HUGE AMOUNT OF TIME WITH CUSTOMERS, UNDERSTAND WHAT THEY WANT, THEN TRY TO PRODUCE THAT
HIVEHOME.COM
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LET’S HAVE A LOOK AT THE CONSUMER MARKET…
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47 FITBIT.COM/UK/FLEX
WEARABLESTHE BIG IOT THING OF LAST YEAR; MONITOR YOUR HEALTH AND FITNESS
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48 MICROSOFT.COM/MICROSOFT-BAND/EN-GB/PARTNERS/STARBUCKS
WEARABLESINTRODUCING NEW FEATURES; CONTACTLESS PAYMENT (MICROSOFT AND STARBUCKS)
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WEARABLESBARCLAYS “BPAY” LINKED WITH YOUR DIGITAL WALLET
TECHWEEKEUROPE.CO.UK/WORKSPACE/CONTACTLESS-PAYMENTS-TUBE-LONDON-BARCLAYCARD-152440
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CONTACTLESSOYSTER CARDS ARE A WELL ESTABLISHED SOLUTION
HUFFINGTONPOST.CO.UK/ASA-CUSACK/WHY-NO-SOLUTION-TO-OYSTER_B_5829524.HTML
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CONTACTLESS
LIFEHACKER.CO.UK/2014/09/16/TFL-CONTACTLESS-PAYMENTS-EVERYTHING-NEED-KNOW-LONDONS-NEW-SYSTEM
CONTACTLESS PAYMENT IS GROWING IN POPULARITY
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CONTACTLESS
GIZMODO.CO.UK/2014/09/OYSTER-CARDS-NOT-GETTING-THE-BOOT-SAYS-TFL/
NFC PHONES / MOBILE WALLETS ARE BEING INTRODUCED TOO
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53 DISNEYWORLD.DISNEY.GO.COM/PLAN/MY-DISNEY-EXPERIENCE/BANDS-CARDS/
DISNEY’S “MAGIC BAND”, THEIR $1 BILLION INVESTMENT IN CUSTOMER EXPERIENCE
WEARABLES
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54 LONDON.KIDZANIA.COM/
KIDZANIA: CHILD-SIZED CITY FOR KIDS TO TRY OUT REAL LIFE ROLE-PLAY ACTIVITIES; RFID BRACELETS FOR SECURITY, IDENTIFICATION, AND MESSAGES
WEARABLES
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55 KICKSTARTER.COM/PROJECTS/597507018/PEBBLE-TIME-AWESOME-SMARTWATCH-NO-COMPROMISES
IT ALL ‘KICKSTARTED’ WITH PEBBLE ($20,338,986 PLEDGED MAR 2015)
SMART WATCHES
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SMART WATCHESTHIS YEAR APPLE AND GOOGLE ARE GOING HEAD TO HEAD
APPLE.COM, ANDROID.COM/WEAR
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57 APPLE.COM/WATCH/APP-STORE-APPS/
THEIR POTENTIAL?CONTEXTUAL, PERSONALISED, AND INTELLIGENT INFORMATION
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CONVERGING MARKETS – HARDWARE VS. PLATFORM
A COMPUTER OR ACCESSORY?
APPLE.COM, ANDROID.COM/WEAR
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59 TECHCRUNCH.COM/GALLERY/THE-COMPLETE-GUIDE-TO-WEARABLE-JEWELRY/
JEWELLERYSMART JEWELLERY, OR DUMB IDEAS? DO YOU WANT ONE?
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60 HTTPS://VIMEO.COM/21387481
SPOTIFY BOXCONCEPT PROJECT: RFID ‘TOKENS’ LINKED TO SPOTIFY PLAYLISTS
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61 AMAZON.COM/OC/DASH-BUTTON
AMAZON DASH BUTTONADD SPECIFIC PRODUCTS TO YOUR BASKET WITH ONE BUTTON PRESS
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62 FRESH.AMAZON.COM/DASH
AMAZON DASHBAR CODE SCANNING AND VOICE COMMANDS TO ADD PRODUCTS TO YOUR BASKET
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63 FLIC.KR/P/ACLIFJ
SHOPPING ON THE GOORDER FROM THE TRAIN PLATFORM; DELIVERED WHEN YOU GET HOME
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WHAT’S HAPPENING OUTSIDE OF THE CONSUMER MARKET?
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FARMING
PBS.TWIMG.COM
MAXIMISE YIELD THROUGH AUTOMATED WATERING SYSTEMS
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ENERGY
ON.TED.COM/E0KQS
AUTOMATED WIND TURBINES FOR EFFICIENT POWER GENERATION
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AVIATION
ON.TED.COM/E0KQS
REDUCE UNSCHEDULED MAINTENANCE AND DOWNTIME
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68 YOUTU.BE/NYPDNGL1HCO
TRANSPORTMONITOR SERVICE STATUS AND PERFORMANCE, FAULT WARNINGS, AND EQUIPMENT DEGREDATION
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69 MCLAREN.COM/APPLIEDTECHNOLOGIES/CASE-STUDY/EKOFISK
OIL RIGSREALTIME DATA FROM DRILLING HEADS; SIMULATIONS HELP TO PREDICT THE EFFECTS
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70 SLIDESHARE.NET/SLIDESHOW/EMBED_CODE/45700462
FACTORIESCUSTOMISED CARS –AUTOMATIC CONFIGURATION OF ASSEMBLY LINE TOOLS
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AND BEACONS…
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72 ESTIMOTE.COM
BEACONSWIRELESS DEVICES THAT TRANSMIT A RADIO SIGNAL, TYPICALLY RECEIVED BY YOUR MOBILE
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73 WIRED.COM/2015/03/BLIND-WILL-SOON-NAVIGATE-LONDON-TUBE-BEACONS
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74 WIRED.COM/2015/03/BLIND-WILL-SOON-NAVIGATE-LONDON-TUBE-BEACONS
AT BUNNYFOOTWE USED BEACONS TO DIRECT GUESTS TO OUR OFFICE
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POTENTIAL FOR CONTEXTUAL INTERACTIONS, BUT ISSUES WITH RADIO CONSISTENCY, BATTERY LIFE AND MAINTENANCE
CONSTRAINTS
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ETHNOGRAPHIC STUDY AT MUSEUMS; TO ASSESS WHERE BEACONS COULD AUGMENT VISITOR EXPERIENCES
BEACON RESEARCH
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BEHAVIOURAL PATTERNS AND PAIN POINTS WERE CONSOLIDATED INTO AN EXPERIENCE MODEL….
BEACON RESEARCH
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78
BEHAVIOURAL PATTERNS AND PAIN POINTS WERE CONSOLIDATED INTO AN ECOSYSTEM MODEL FOR POTENTIAL DIGITAL / NON-DIGITAL SERVICES
BEACON RESEARCHPLANNING THE VISIT TO THE MUSEUM
LOOKING UP HIGHLIGHTS
FINDING EXISTING ITINERARIES
RECALLRESTENGAGEEXPLOREPLAN
POST-VISITDURING VISITPRE-VISIT
GETTING YOUR BEARINGS
DISCOVER WHAT’S ON OFFER
CHOOSING WHERE TO GO
ENGAGING WITH ITEMS IN DEPTH
READING AND LEARNING
TAKING PHOTOS
FINDING RESTING POINTS
FINDING FOOD AND DRINKS
TOILET VISITS
RECALL AND REMINISCE
SHARING WITH FRIENDS AND FAMILY
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79
HOW COULD BEACONS BE USED?
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AUGMENT EXPLORE EXPERIENCES WITH DEDICATED BEACONS AT SPECIFIC LOCATIONS
‘EXPLORE’
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AUGMENT ENGAGE EXPERIENCES WITH DEDICATED BEACONS AT SPECIFIC LOCATIONS
‘ENGAGE’
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82
OTHER USES FOR BEACONS…
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83 PAYPAL.CO.UK/BLOG/INTRODUCING-PAYPAL-BEACON-A-NEW-SIGNAL-FOR-RETAIL/
PAYPAL’S BEACON CONTACTLESS PAYMENTS FROM YOUR MOBILE PHONE
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84 HTTPS://GOOGLE.GITHUB.IO/PHYSICAL-WEB/
GOOGLE’S PHYSICAL WEBLOW-ENERGY BEACONS THAT BROADCAST URLs
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85 GOOGLEBLOG.BLOGSPOT.CO.UK/2013/04/GOOGLE-NOW-ON-YOUR-IPHONE-AND-IPAD-WITH.HTML
GOOGLE NOWCONTEXTUAL, PERSONALISED, INFORMATION
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86
A QUICK RECAP…
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87
USER PROCESS
SYSTEM PROCESS
DEVICE DEVICE DEVICE DEVICEDEVICE
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88
HOW DO YOU DESIGNFOR THE PEOPLE INTHE INTERNET OF THINGS?
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89
THE DESIGN SCOPEIS PHENOMENAL
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THE DESIGN SCOPEIS PHENOMENAL
TELECOMMUNICATIONS
MINING
BROADCAST
HEALTHCARE
COMPUTING
SUPPORT SERVICES
BANKING
LEISURE GOODS
EDUCATION
ENERGY
LEISURE GOODSUTILITIES
PUBLISHING
HOUSEHOLD GOODS
MEDIA
REAL ESTATES
TRAVEL & LEISURE
CONSTRUCTION
SCHOOLS
FINANCIAL SERVICES
ELECTRONICS
FOOD RETAILERSTRANSPORT
TECHNOLOGY
AUTOMOBILES
SOFTWARE SERVICES
PHRAMACEUTICALSGENERAL RETAILERS
OIL & GAS
FARMINGPUBLIC SECTOR
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91
THE DESIGN SCOPEIS PHENOMENAL
MOBILE PHONES
AUDIO SYSTEMS
HOME APPLIANCES
TRAIN STATIONS
OFFICES
SMART WATCHES
SPORTS EQUIPMENT
BUSES
WEARABLES
SMART METERSHOME APPLIANCES
DIY & TOOLS
BICYCLES & MOTORBIKES
TELEVISION
SHOES & TRAINERS
MUSICAL INSTRUMENTS
TABLETS
LIGHTING
JEWELLERY
CARS & VEHICLES
CAMERAS
MACHINERY
PUBLIC SPACES
COMPUTERS
HOME SECURITY SYSTEMSKITCHEN PRODUCTS
TOYS & GAMES
SUPERMARKETSBEACONS
TRAINS
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92
THE DESIGN SCOPEIS PHENOMENAL
PRODUCT DESIGN
DATABASES
CONTEXT
SYSTEM ARCHITECTURE
SERVICE DESIGN
INTERACTION DESIGN
USER EXPERIENCE
CUSTOMER EXPERIENCE
INDUSTRIAL DESIGN
ENGINEERING
PROGRAMMINGSOFTWARE DESIGN
NETWORKS
USER INTERFACE
VALUE PROPOSITION
APPS
PLATFORMS
ARCHITECTURE
INTEROPERABILITY
AFFORDANCES
ECOSYSTEMS
SECURITY
VISUAL DESIGNHARDWARE
ACTORS
PRIVACY
TOUCHPOINTS
DATA
STAKEHOLDERSMATERIALS & RESOURCES
LIFE CYCLE
SUPPORTMAINTENANCE
INTERUSABILITY
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93
THE DESIGN SCOPEIS PHENOMENAL
DATA
DATA
DATA
DATA
DATA
DATA
DATA
DATA
DATA
DATA
DATADATA
DATA
DATA
DATA
DATA
DATA
DATA
DATA
DATA
DATA
DATA
DATADATA
DATA
DATA
DATA
DATA
DATADATA
DATA
DATADATA
DATA
DATA
DATA
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94
WHERE DO YOU START !!???
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95
THE #1 RULEDESIGN PRODUCTS AND SERVICES
THAT SOLVE PAIN POINTS AND ADD VALUE TO PEOPLE’S LIVES
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96
USER-CENTRED DESIGN
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97
UCD PLACES PEOPLE AT THE HEART OF THE DESIGN PROCESS
IT FOCUSES ON MOTIVATIONS, GOALS, BEHAVIOURS, NEEDS, ATITTUDES,AND PAIN POINTS
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98
UNDERSTAND USERS:
§ Behavioural observation§ Contextual inquiry§ Diary studies§ Audience surveys§ Depth interviews§ Stakeholder workshops§ Benchmarking…and more!
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99
DISTILL INTO DESIGN TOOLS:
§ Personas§ Mental models§ Journey maps§ Experience maps§ Scenarios & storyboards§ Ideation§ Lo-fi prototypes…and more!
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RESEARCH MODEL ARCHITECT DESIGN OPTIMISE
…THEN GO ON TO CREATE THE SOLUTION THEY NEED
DEVICE
DEVICE
DEVICE
DEVICE
DEVICE
IoT SYSTEM
GAIN A HOLISTIC VIEW OF USERS…
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101
RESEARCH MODEL ARCHITECT DESIGN OPTIMISE
…THEN GO ON TO CREATE THE SOLUTION THEY NEED
DEVICE
DEVICE
DEVICE
DEVICE
DEVICE
IoT SYSTEM
GAIN A HOLISTIC VIEW OF USERS…
BUT IN THE REAL WORLD…
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102
RESEARCH MODEL ARCHITECT DESIGN OPTIMISE
…THEN GO ON TO CREATE THE SOLUTION THEY NEED
DEVICE
DEVICE
DEVICE
DEVICE
DEVICE
IoT SYSTEM
GAIN A HOLISTIC VIEW OF USERS…
BUT IN THE REAL WORLD…
BUT STILL –UCD CAN BE USED TO CREATE BETTER OUTCOMES
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103
LETS APPLY UCD TO THE INTERNET OF THINGS…
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104 FLIC.KR/P/OFVF9Z
RESEARCH PROJECTHOW CAN THE INTERNET OF THINGS IMPROVE THE CUSTOMER EXPERIENCE OF AIRPORT DEPARTURE JOURNEYS?
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105
DEVICE
DEVICE
DEVICE
DEVICE
DEVICE
IoT SYSTEM
RESEARCH MODEL ARCHITECT DESIGN OPTIMISE
START WITH RESEARCH:WE USED BEHAVIOURAL OBSERVATION TO IDENTIFY CUSTOMER PAIN POINTS
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106 HTTPS://FLIC.KR/P/2H6EA9
PAIN POINTS?NOTABLE MOMENTS OF FRUSTRATION, ANXIETY, AND OTHER NEGATIVE EMOTIONS CAUSED BY THE SYSTEMS AND PROCESSES WE INTERACT WITH
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107
THE COMPOUND EFFECT LEADS TO AN OVERALL NEGATIVE EXPERIENCE, WHICH HARMS CUSTOMER LOYALTY AND REPEAT BUSINESS
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108
BY UNDERSTANDING PAIN POINTS YOU CAN MAKE INFORMED DECISIONS ON HOW TO ADDRESS THEM
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109
BEHAVIOURAL OBSERVATION‘WHAT WE DO, NOT WHAT WE SAY’
STRANGER THAN FICTION, COLUMBIA PICTURES
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110
BEHAVIOURAL OBSERVATIONYOU CAN USE ESTABLISHED TECHNIQUES LIKE SHADOWING AND CONTEXTUAL INQUIRY,WE USED MOBILE ETHNOGRAPHY…
STRANGER THAN FICTION, COLUMBIA PICTURES
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111
NARRATIVE CLIP‘PASSIVE’ WEARABLE CAMERA; PICTURE EVERY 30 SECONDS
GETNARRATIVE.COM
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112 GETNARRATIVE.COM
NARRATIVE CLIPREVIEW THE TIMELINE WITH THE PARTICIPANT
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113
EXPERIENCE FELLOW‘ACTIVE’ APPROACH; RECORD TOUCHPOINTS AS THEY HAPPEN
EXPERIENCEFELLOW.COM
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114
REVIEW EXPERIENCE MAP AND IDENTIFY PAIN POINTS
EXPERIENCEFELLOW.COM
EXPERIENCE FELLOW
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115
EVERYTHING ON YOUR HOLIDAY
EVERYTHING FROM LEAVING HOME TO HOLIDAY ARRIVAL
EVERYTHING FROM INITIAL RESEARCH TOHOLIDAY BOOKING
HOLIDAYDEPARTURE JOURNEYBUYSHOPRESEARCH
POST-TRAVELTRAVELBOOKING YOUR HOLIDAY
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116
BOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORT
TRAVEL TO AIRPORT
TRAVEL
6 STAGES IN THE DEPARTURE JOURNEY
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117
BOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORT
TRAVEL TO AIRPORT
TRAVEL
§ 6 PARTICIPANTS § CHRISTMAS / NEW YEARS TRAVEL§ HEATHROW AIRPORT§ ECONOMY CLASS§ SHORT AND LONG HAUL
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118
VISUAL NARRATIVE6 UNIQUE PICTURE RECORDS OF THE JOURNEY FROM LEAVING HOME TO BOARDING THE PLANE
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119
EXPERIENCE MAPS6 UNIQUE MAPS CHARTING THE HIGH AND LOW POINTS OF THE JOURNEY
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120
DEPTH INTERVIEWS6 ONE-HOUR INTERVIEWS TO DISCUSS AND DRAW OUT EXTRA INSIGHTS FROM EACH PARTICIPANT
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121
PAIN POINTS ANALYSEDA COMPREHENSIVE BREAKDOWN ON EVERY PAIN POINT, WITH RECOMMENDATIONS ON HOW TO ADDRESS THEM…
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122
P4 - THE MISSED FLIGHT!
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123
P4 – THE MISSED FLIGHT!BOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
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124
P4 – THE MISSED FLIGHT!BOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
MISREAD HIS BOARDING PASS AND REALISED THAT HIS DEPARTURE WAS FROM T5, NOT T2!
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125
P4 – THE MISSED FLIGHT!BOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
2 3
1
MISREAD HIS BOARDING PASS AND REALISED THAT HIS DEPARTURE WAS FROM T5, NOT T2. HE NEEDED IMMEDIATE ADVICE ON THE QUICKEST WAY TO TRAVEL BETWEEN TERMINALS
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126
P4 – THE MISSED FLIGHT!BOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
OFFICIALLY MISSED THE BAG DROP BY 5 MINUTES AND IS UNABLE TO CONTINUE HIS JOURNEY – THE COMPLETE LACK OF SYMPATHY FROM THE STAFF MADE HIM FEEL EVEN WORSE
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127
P4 – THE MISSED FLIGHT!BOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
HE THEN FINDS OUT THAT HE NEEDS TO PAY AN ADDITIONAL £120 IN FEES TO SWITCH FLIGHTS –AGAIN, THE STAFF SHOW NO SYMPATHY
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128
P4 – THE MISSED FLIGHT!BOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
HE’S LEFT TO REFLECT ON HIS MISSED FLIGHT AND SAYS HE “FEELS STUPID”
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129
P4 – THE MISSED FLIGHT!BOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
2 3
1 HOW COULD WE HAVE HELPED THIS CUSTOMER TO AVOID THIS DISASTER OF A JOURNEY?
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130
P4 – THE OPTIMISED JOURNEYBOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
PROVIDE THE CUSTOMER WITH CONTEXTUAL, PREDICTIVE NOTIFICATIONS: IF HE RECEIVED A WARNING WHEN TRAVELLING TO T2, SAYING THAT HE NEEDED TO GO TO T5, AND HOW TO DO SO, HIS DISASTER OF A JOURNEY WOULD HAVE BEEN AVOIDED
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131
P4 – THE OPTIMISED JOURNEYBOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
PROVIDE THE CUSTOMER WITH CONTEXTUAL NOTIFICATIONS:IF HE RECEIVED A WARNING WHEN TRAVELLING TO T2, SAYING THAT HE NEEDED TO GO TO T5, AND HOW TO DO SO, HIS WHOLE NEGATIVE EXPERIENCE WOULD HAVE BEEN AVOIDED
ANDROID.COM/WEAR, WIRED.COM/2015/03/BLIND-WILL-SOON-NAVIGATE-LONDON-TUBE-BEACONS
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132
P1 – TERMINAL CHANGE AFTER SECURITY
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133
P1 – TERMINAL CHANGE AFTER SECURITYBOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
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134
P1 – TERMINAL CHANGE AFTER SECURITYBOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
HE WENT THROUGH CHECK-IN AND SECURITY, AND THEN LEARNT THAT HIS FLIGHT WAS TAKING OFF FROM T2, NOT T1
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P1 – TERMINAL CHANGE AFTER SECURITYBOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
HE WAS TOLD THAT IT’S A 15 MINUTE WALK TO T2, WHICH BUILT ANXIETY ABOUT CATCHING THE FLIGHT ON TIME
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P1 – TERMINAL CHANGE AFTER SECURITYBOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
HE DECIDED NOT TO FOLLOW THE CROWDS AND TO TRUST THE SIGNAGE, BUT GOT LOST AND HAD TO BACKTRACK –CAUSING SIGNIFICANT FRUSTRATION AND ANXIETY
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P1 – TERMINAL CHANGE AFTER SECURITYBOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
HOW COULD WE HAVE HELPED THIS CUSTOMER?
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P1 – TERMINAL CHANGE AFTER SECURITYBOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
MANAGE THE CUSTOMER’S EXPECTATIONS BY PROVIDING ADVANCE WARNING: REMIND HIM WHICH TERMINAL HE NEEDS TO CHECK-IN AND FLY FROM, HOW TO TRAVEL BETWEEN TERMINALS, AND HOW LONG THE TRANSIT TIME WILL BE. HE CAN THEN MANAGE HIS TIME AND IT WILL AVOID UNNECESSARY STRESS
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P1 – TERMINAL CHANGE AFTER SECURITYBOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
AT THE RIGHT STAGE IN THE JOURNEY PROVIDE CONTEXTUAL HELP – A COMBINATION OF PHYSICAL SIGNAGE AND VIRTUAL STEP-BY-STEP DIRECTIONS ON HOW TO TRAVEL BETWEEN TERMINALS, AND HOW LONG IT WILL TAKE. ALSO PROVIDE REASURRANCE THAT HE WILL MAKE HIS FLIGHT ON TIME
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P1 – TERMINAL CHANGE AFTER SECURITYBOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
AT THE RIGHT STAGE IN THE JOURNEY PROVIDE CONTEXTUAL HELP –LIKE A MAP AND STEP-BY-STEP DIRECTIONS ON HOW TO TRAVEL BETWEEN TERMINALS AND HOW LONG IT WILL TAKE; ALSO PROVIDE REASURRANCE THAT HE WILL MAKE HIS FLIGHT ON TIME
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P2 – CHECK-IN PING PONG
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P2 – CHECK-IN PING PONGBOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
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P2 – CHECK-IN PING PONGBOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
EASY TO IDENTIFY CHECK-IN THANKS TO THE SIGNAGE, BUT UNFORTUNATELY ZONES F AND G ARE DOWN THE OTHER END OF THE TERMINAL (IT’S A LONG WALK)
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P2 – CHECK-IN PING PONGBOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
EASY TO IDENTIFY CHECK-IN THANKS TO THE SIGNAGE, BUT UNFORTUNATELY ZONES F AND G ARE DOWN THE OTHER END OF THE TERMINAL (IT’S A LONG WALK)
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P2 – CHECK-IN PING PONGBOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
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HE WAS FRUSTRATED TO FIND LARGE QUEUES AND NO SIGNAGE FOR BRONZE CLUB MEMBERS. HE WAS THEN TOLD BY STAFF THAT HIS CHECK-IN WAS BACK DOWN THE OTHER END OF THE TERMINAL (ZONE B OR D)
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P2 – CHECK-IN PING PONGBOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
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ZONE D HAD A MASSIVE QUEUE, SO HE TRIED ZONE B, BUT THIS WAS EMPTY AND THERE WERE NO STAFF. WHEN HE MANAGED TO FIND AN ATTENDANT HE WAS TOLD THAT ZONE B HAD JUST BEEN CLOSED!
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P2 – CHECK-IN PING PONGBOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
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ZONE D HAS A MASSIVE QUEUE, SO HE TRIES ZONE B, BUT IT IS EMPTY AND THERE ARE NO STAFF. WHEN HE FINDS AN ATTENDANT HE IS TOLD THAT ZONE B HAS JUST BEEN CLOSED!
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P2 – CHECK-IN PING PONGBOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
HE ASKED THE ATTENDANT IF HE COULD CHECK-IN USING THE BUSINESS CLASS GATE AND HE WAS HAPPY TO BE TOLD “YES”. UNFORTUNATELY HE NEEDED TO WALK BACK TO ZONE H (AGAIN)
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P2 – CHECK-IN PING PONGBOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
HE ASKS ATTENDANT IF HE CAN CHECK-IN USING THE BUSINESS CLASS GATE AND IS HAPPY TO BE TOLD YES. UNFORTUNATELY HE NEEDS TO WALK BACK TO ZONE H.
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P2 – CHECK-IN PING PONGBOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
HOW COULD WE HAVE HELPED THIS CUSTOMER?
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P2 – THE OPTIMISED EXPERIENCEBOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
JUST BEFORE THE CUSTOMER ARRIVES AT THE TERMINAL (IN THIS CASE BY TAXI) NOTIFY HIM WHICH ZONE HE NEEDS TO CHECK-IN FROM; THE TAXI DRIVER CAN THEN DROP HIM OFF AT THE APPROPRIATE ENTRANCE, SAVING HIM WALKING TIME
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P2 – THE OPTIMISED EXPERIENCEBOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
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AN ADDITIONAL LEVEL OF INSIGHT: WE OVERLAID THE MAPS TO
REVEAL PAIN POINT PATTERNS...
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COMPARING THE EXPERIENCESBOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
EVERY PARTICIPANT SUFFERED A NEGATIVE DROP IN THEIR EXPERIENCE DURING THE TRAVEL–CHECK-IN PROCESS
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COMPARING THE EXPERIENCESBOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
THEY WERE ALL GOING ON HOLIDAY! WE SHOULD BE LOOKING FOR WAYS TO ENHANCE THEIR EXPERIENCE AND BUILD EXCITEMENT. THEIR PAIN POINTS COULD HAVED BEEN EASILY AVOIDED THROUGH REAL-TIME, CONTEXTUAL INFORMATION
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COMPARING THE EXPERIENCESBOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
SURPRISINGLY, NONE OF THE PARTICIPANTS HAD A NEGATIVE EXPERIENCE GOING THROUGH SECURITY. THIS WAS THANKS TO A COMBINATION OF CONSIDERED AIRPORT SIGNAGE AND EFFICIENT PROCESSES… AND A GENERAL LOW EXPECTATION OF THE PROCESS (‘JUST PUT UP WITH IT’ AND ‘GET IT OVER WITH’)
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SURPRISINGLY, NONE OF THE PARTICIPANTS HAD A NEGATIVE EXPERIENCE GOING THROUGH SECURITY – THANKS TO A COMBINATION AIRPORT SIGNAGE AND EFFICIENT PROCESSES, AND A GENERAL LOW EXPECTATION OF THE PROCESS (‘JUST PUT UP WITH IT’ AND ‘GET IT OVER WITH’)
COMPARING THE EXPERIENCESBOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
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COMPARING THE EXPERIENCESBOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
CUSTOMERS REALLY SHOULD BE ENJOYING THIS STAGE IN THEIR JOURNEY – THEY’RE GOING ON HOLIDAY! TIME PERHAPS FOR SOME SHOPPING AND A BIT OF FUN BEFORE BOARDING?
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COMPARING THE EXPERIENCESBOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
…BUT THERE WAS A LACK OF SEATING; LIMITED RECHARGE POINTS; PUSHY SALES STAFF; Wi-Fi ACCESS AFTER PROVIDING YOUR EMAIL; FLIGHT DELAYS; UNKNOWN TRANSIT TIME TO THE BOARDING GATE; AND LAST MINUTE REQUESTS TO CHECK-IN HAND LUGGAGE!
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COMPARING THE EXPERIENCESBOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
…BUT THERE WAS A LACK OF SEATING; LIMITED RECHARGE POINTS; PUSHY SALES STAFF; Wi-Fi ACCESS AFTER PROVIDING YOUR EMAIL; FLIGHT DELAYS; UNKNOWN TRANSIT TIME TO THE BOARDING GATE; AND LAST MINUTE REQUESTS TO CHECK-IN HAND LUGGAGE!
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COMPARING THE EXPERIENCESBOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
ANXIETY IS COMMON ABOUT MISSING YOUR FLIGHT: MANAGE CUSTOMER EXPECTATIONS ABOUT THE TIME THEY HAVE AVAILABLE…
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COMPARING THE EXPERIENCESBOARDINGLOUNGESECURITYCHECK INARRIVAL AT AIRPORTTRAVEL TO AIRPORT
…CONSIDER PERSONALISED ‘DELIGHTERS’ TO ENHANCE THE EXPERIENCE –WE KNOW WHERE THEY ARE TRAVELLING TO, CAN WE PROVIDE DESTINATION INFORMATION / GUIDES / OFFERS / ETC.?
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IN SUMMARY…
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…UNNECESSARY PAIN POINTS WERECAUSED BY A LACK OF REAL-TIME,
CONTEXTUAL, INTELLIGENT INFORMATION…
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…AND THERE WAS NO DELIGHT!
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THIS IS AN IDEAL BRIEF FOR AN IOT SOLUTION!(AND WE’RE WORKING ON THIS NOW)
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THIS IS AN IDEAL BRIEF FOR AN IOT SOLUTION!(AND WE’RE WORKING ON THIS)
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IN CLOSING…
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THE VISION:The Internet will become a transparent extension to our everyday lives
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DESIGN FOR THE PEOPLE IN THE INTERNET OF THINGS
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THE #1 RULEDESIGN PRODUCTS AND SERVICES
THAT SOLVE PAIN POINTS AND ADD VALUE TO PEOPLE’S LIVES
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USER-CENTRED DESIGN