Designing Connected Products. UX for the Consumer Internet of Things

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• 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. Whats 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 Dont 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
    • Whats 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 DesignWere 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
    • Whats 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 Its 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
  • Its 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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