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Design for Sensors, Not Screens41:48 with David Tucker
We've all heard the statement, design mobile first.. maybe it's time to say, design for sensors first. Sensors are going to become more and more incorporated into what we design. From wearable devices to button-sized low powered beacons that transmit signals, we need to think about how we can start capturing these signals to help create that perfect contextual experience for users.
[MUSIC] 0:00 [APPLAUSE] I wanna start off by telling you a bit of a story. 0:13 So, many years ago, I think there were a few of us, including my colleague, 0:19 Joe Johnston at Universal Mind and a few others, that really started latching 0:24 onto this concept of pairing together sensors and our digital experiences. 0:29 And it's funny. I would go and I would talk to clients. 0:35 I would come to events like this. 0:37 And I would talk to people about it and paint this picture 0:39 of what the future could look like when we begin to tie together the physical 0:42 environments that we actually operate in, with the digital experiences that we use. 0:46 And nobody got it, right? 0:51 It was one of those things you just threw it out there and 0:52 you could tell that just people weren't really latching onto it. 0:54 But the great thing is all of that has changed within the last year and a half. 0:57 The reason that it changed and the story that really has helped a lot of people 1:02 jump across that canyon of understanding of how these experiences could work 1:07 was a company, of course, Disney, who created the MagicBand. 1:13 Now I'm gonna paint a picture for you of this experience. 1:18 Because just through some connections, I was able to take my family early on and 1:20 we were able to be early beta testers in this program for the Disney MagicBand. 1:24 And this was a completely, it was an amazing experience 1:30 that was tightly integrated, and that's what brought it its power. 1:33 So from the first day when we got a box in the mail a couple months before our trip 1:36 that had individual MagicBands that were all in there, and had my kids' names, and 1:41 my name, and my wife's name. 1:45 And we were able to take those devices. 1:47 The kids were already excited about it. 1:49 And we loaded up and we went to Disney. 1:51 And we spent time there, and it was amazing. 1:53 The amount of confidence we ended up placing in this little device that we wore 1:57 around our wrists on a daily basis. 2:00 It became our hotel room key. 2:02 It became our fast pass. 2:04 If you've ever been there, you get that. 2:06 It even, when my kids would go in and they would take pictures with Mickey, 2:08 and Minnie, and every single other character that was there, 2:11 we just had to quickly swipe our magic band. 2:14 It was immediately associated with our account. 2:16 And so what's happened is, for all of us that are really focused on digital 2:18 plus physical integration scenarios, this has become the story that helps 2:23 everyone get it, to understand the power of what these experiences can be. 2:28 Now let me take a step back from that and just give you a little bit of information 2:34 about me, about the experience that I kind of bring to conversations like this. 2:37 So, as was mentioned, my role is VP of Experience Technology at Universal Mind 2:40 and really what that means is I'm able to take all the stuff that we do, 2:44 all the way from strategy through design, and 2:48 full user experience through development and deployment, and go to our clients and 2:50 help shape the way they're thinking about the digital landscape that we live in. 2:54 And I also do that through speaking and writing. 2:58 And I've had some experience being able to do some consulting for 3:02 some great companies and speak at some great events. 3:04 And I tell you that not to impress you about me. 3:06 I tell you that so you know that probably over time, I figured out the wrong way to 3:09 do a lot of things and figured out through that process the right way. 3:13 And to just give you a little bit of information, Universal Mind, 3:16 we are a digital agency that focuses all the way from that strategy, 3:20 all the way through the final solution. 3:23 We do almost every step of that process through anything that has a screen. 3:25 Now let's begin to talk a little bit about the world that we live in. 3:29 So in 2014, Foster declared this is the year of the customer. 3:33 And we tell a lot of terms come out of that, right? 3:41 This is where we solve lot of organizations going full hand where they 3:43 focus on customer experience. 3:47 And this was great, especially for those of us that spend our careers looking at 3:50 the user and analyzing the user's path through the experiences that we create, 3:55 through the experiences that other people create. 4:00 This was a great thing because the focus on the customer allowed us to 4:03 really let our talents shine through in what we created, and 4:07 really let the user have kind of a central role. 4:11 But that wasn't the end. 4:17 But this led to strategies like a Mobile First strategy. 4:18 It's probably something most of you have heard of, right? 4:22 It was a focus of we're gonna start with the core at a very small screen. 4:25 We need to start from the smallest. 4:30 And then as we grow, we can include additional information, and 4:32 we can have progressive enhancement so that we start from the smallest screen and 4:35 work our way up. 4:39 Because we all have seen the graphs, and we understand that user engagement. 4:40 The things that we're using, especially in countries outside of the United States, 4:44 even more so than here, has a heavy trend toward mobile devices over traditional 4:49 computing devices, but here's the interesting thing. 4:53 Mobile First makes assumptions that are quickly becoming invalid. 4:58 Here's what I mean by that. 5:06 The first thing we're making the assumption of when we say a Mobile First 5:08 strategy is we're saying that some sort of a digital interface needs to exist for 5:11 a given problem. 5:16 The second thing we're assuming is that the user is going to execute on that 5:19 using their mobile device or another device through the chain. 5:24 And the truth is, as we look around, that I'm gonna be giving you some cases for 5:30 this, we've almost moved past this. 5:33 Because I think we all knew, and maybe people who weren't as familiar with 5:36 the space, when we had things like the Apple Watch come out, we just said, 5:39 oh, that's a smaller screen, right? 5:43 And I'm sure, somewhere, and I think there's some proof to this that there was 5:45 some designer that just said, okay, this is now the new smallest screen, right? 5:48 So let's start building the smallest on here and 5:52 then progressively enhance out of it. 5:54 We quickly discovered that breaks, because users don't necessarily want to do 5:56 the same things on one device versus another. 6:00 So this has led to a new approach which is a Context First Strategy. 6:04 An approach where we no longer make assumptions about what the user is gonna 6:09 be doing and how they're gonna interact with the physical objects around them. 6:14 But rather, it's going to take an understanding of the user, 6:19 an understanding of what the user wants to accomplish, 6:23 to be able to make decisions about how it's gonna to be supported. 6:26 We're gonna spend today talking about this approach. 6:31 So 2015, Forester is now declared as we've moved past just the year of the customer, 6:36 and we've now moved into the year of the experience. 6:42 Again, a large part fueled by the billion dollar effort that Disney put into 6:46 totally changing the way that their users interact with 6:51 their digital experiences and their physical experiences at the same time. 6:56 So let's talk a little bit about a friction-free experience. 7:02 And I'll use again, and I'll probably recall this a few times, because I think 7:06 it's a great point that we can all kind of latch on to use my Disney story. 7:09 So, when we walked in to Disney and we already had our tickets, the ability for 7:13 us to walk into the park was just as simple as taking a little magic band and 7:17 putting it next to a little reader. 7:22 And it went through, it kind of searched, and 7:24 did all those normal stuff that we know happens behind the scenes. 7:26 But, there was just a very easy experience to get in the park. 7:28 Now, it wasn't totally friction-free, but 7:32 it was dramatically different from waiting in line to buy tickets. 7:34 And you get the little cards, and you take the cards and you scan it through. 7:36 But, this actually permeated every way that we interacted in the park, 7:39 even our purchases, right? 7:43 Our purchases were as simple as just scanning our MagicBand, 7:44 because behind the scenes, it was tied to our card. 7:47 So this kind of experience, 7:51 where we no longer have to put things in between the user and 7:54 their point of satisfaction is what we call a friction-free experience. 7:58 Now this all is tied up in kinda the Goldilocks principle. 8:04 Now let me explain this. 8:06 So in cognitive science, they studied infants, and this was fascinating. 8:08 They discovered that infants generally would gravitate to things that 8:13 were neither too complex, nor things that were overly simplistic. 8:18 But it seemed as though they would gravitate towards tasks that 8:24 mentally challenged them to some point, but again, we're not mentally exhausting. 8:27 And this is the same dilemma that we have, as designers, on a daily basis. 8:33 It's to try to determine where is that place where users want to reside. 8:36 Where they're able to, in some ways, understand that a complexity exists, but 8:42 they're not having to be the one that's having to guide themselves through that 8:46 complexity. 8:50 It's like a couple sessions ago, in the Rising Star session, 8:50 there was a designer here who said, hey, 8:54 I just want the app to do the hard things for me so that I don't have to. 8:57 And that's kind of how this principle gets played out. 9:02 And so, this brings us to a truth that sometimes as designers is hard to grasp, 9:05 is that you make people happier, not by giving them more options, but 9:10 by stripping away as many as you can. 9:14 And this is where it goes against the assumptions that I mentioned earlier. 9:16 Sometimes the best experience is one that has no digital interface in the middle. 9:21 Now for those of us that have phones, which would be all of us, 9:30 we check our phones repeatedly, 221 times a day on average. 9:35 But that's changed within the last months. 9:41 This number, through studies, we've seen it be reduced 9:45 in some cases by 25 to 40%, a specific segment of users. 9:49 What segment would that be? 9:54 Users that have some sort of a smart watch. 9:54 They've been able to take this information, and 9:57 see that, again, we still wanna have access to the information, 9:59 but we don't have to pull our phones out, but we still remain connected. 10:01 Even if we reduce the number of times. 10:04 But let's talk about how we shift all of this, how we turn all of this on its head. 10:07 And that's by having some sort of an interface that disappears in the process. 10:10 So to do this, we're going to do an example. 10:16 So BMW recently came out with a new solution 10:20 that allows you to integrate your car with an application. 10:22 And it allows you to do some very simple things like, unlock your car, 10:27 turn on the AC. 10:30 I think it might even let you start your car. 10:31 And so there's a lot of features that are included. 10:34 So, we're gonna kinda take a collective effort, 10:36 I want you to think about this process. 10:38 We're gonna imagine that one of you is leaving here, and 10:39 your car is parked out here in the parking lot at the hotel. 10:44 And you're going to go unlock it using the application. 10:47 So we're going to map out this journey fairly quickly. 10:50 So first, you're going to actually walk out of here, 10:53 you're going to walk up to the car. 10:56 Then, you're going to pull out your phone, right? 10:59 It's not Apple Watch integration or anything, so 11:02 you're just going to pull your phone out. 11:04 Next you're gonna wake up your phone. 11:07 Then you're gonna unlock your phone, maybe you're using touch ID and 11:10 those two merge together. 11:15 Then you're gonna exit the current app and then maybe you're in a folder and 11:16 you're gonna have to get out of that folder of apps. 11:21 Then you're gonna have to search for the app, and maybe you're using Siri for that, 11:24 maybe you just manually scroll through and find it. 11:27 Maybe you actually search for it. 11:30 And then you're gonna have to open the app. 11:31 Once you open the app it's gonna load. 11:34 When it loads, you're presented with options, none of which say the word 11:36 unlock, so you're gonna have to start to make guesses around how you get there. 11:40 Now once you get there and 11:44 you tap control because you think probably the best option. 11:45 You're then going to find an option that says unlock. 11:48 Once you hit that you're then going to have to slide your finger 11:51 across the screen to actually complete the unlock action and then, low and behold, 11:54 you can unlock your car. 11:59 This is such an amazing use of technology that takes you 12:00 three times as long to do it if you had just unlocked your car manually. 12:04 So let's talk about the ideal journey map for this process. 12:09 Step one, a driver approaches her car. 12:13 Step two, she opens her car door. 12:18 What's the need for the digital interface? 12:22 Some people would say security. 12:27 You can always tell if you're at a developer conference, 12:29 cuz that word comes up a lot more. 12:32 Not as much on design conferences. 12:34 But you get this concept of, well, we need to have this here and the user. 12:36 Well, if we know that you are the user who owns the car, and 12:41 we know that that's been connected to your phone and maybe your phone verifies that, 12:46 you know, have a watch. 12:50 Eventually watches will be able to detect the unique 12:51 characteristics of our heartbeat, and we can be authenticated through that, right? 12:54 And it's hooked up to your phone who knows how to talk to your car. 12:57 Why would we not assume that when you walk up to your car, you want to go in it? 13:01 In that case, the greatest experience is one that includes no digital interface. 13:05 And it's made possible because our phone and 13:09 our watch know about the environment around us by leveraging sensors. 13:12 Sensors in the car, sensors in the phone. 13:17 Working together to give us a context for which we're operating in. 13:21 So avoiding a digital interface means you don't waste time using a screen you don't 13:27 need to be using anyway. 13:31 So going back to the Disney example really quick. 13:34 The experiences that I mentioned, getting in the park. 13:37 Using FastPass, making a payment, none of those required a digital interface. 13:40 Now there is the option to go in and configure things. 13:47 So it's not that there's not a digital interface of some sort, but 13:50 you look at some solutions. 13:53 It's so funny, you look at certain solutions that people have created. 13:54 And in many cases, they're injecting some sort of a digital interface, 13:57 because they feel like they have to. 14:01 Not because it's what serves the user best. 14:03 Now, there can be a creepiness factor with some of this. 14:07 I'm gonna tell you a story. 14:10 There was some work that Nordstrom's did back in 2013. 14:13 To connect you the user and shopper and customer of their store 14:16 with a salesperson that knew you, or at least had interacted with you before. 14:21 And so they started this process in testing where when users would actually 14:26 break the geo fence they would enter one of the stores, they could automatically 14:29 alert a salesperson to come and actually help that person. 14:33 Somebody that again had worked with them before. 14:36 This sounded like an amazing idea, right? 14:38 This is the time when, you all have probably has these moments, 14:40 where you go into a meeting, everybody throws out ideas, and 14:43 you come up with a good idea, and everyone is patting themselves on the back. 14:45 This is wonderful. 14:48 This is gonna be great. 14:48 They're gonna write about us in Fast Company and everywhere else. 14:49 This is gonna be awesome. 14:52 And users started to use this process, and 14:54 they immediately deleted it from their phone. 14:57 Why, because they were creeped our by it. 14:59 I think there is a couple of reasons why. 15:01 One is users were not informed at how the process would work. 15:04 And number two, it didn't bring enough value for users. 15:10 Let me explain an example in very recent history 15:15 where users are willing to trade things for value. 15:19 Now Google recently announced at Google IO last week, 15:23 that they now had unlimited photo hosting, right? 15:26 And for some people at first glance, like yes, this is awesome, right? 15:30 Flickr tops out at a terabyte, and now I can just do as many photos as I want, 15:35 this is wonderful. 15:39 I don't think anyone's really blind, some people might be ignorant, 15:41 but nobody's really blind that Google's not using that information. 15:44 Google's ability to target you would now be infinitely Improved, right? 15:46 They know now that you take pictures mostly at this locations, 15:51 that's probably your house. 15:54 And we see that you have this model of car in your driveway. 15:56 We see that you have guitars hanging on your wall. 16:00 We see that you have a pet, the same pet in multiple photos. 16:02 You begin to develop a characteristic of someone based on these photos 16:05 that they upload. 16:08 But, you know what, every single person, 16:09 including myself, is worried that somehow, in some way, 16:12 I'm going to lose my photos that are stored on a hard drive somewhere, right? 16:16 I can't put them in a box somewhere. 16:19 I've got to put them on a hard drive, and back them up. 16:21 And so there's value to the user by saying, guess what? 16:23 We're going to use this information, but this is something you need, so 16:26 you're willing to trade that value. 16:29 The same thing here is true of context to wear technology. 16:31 If you do it in such a way that the user doesn't see value, 16:34 they're gonna run from it. 16:36 But if you can leverage it in a way that brings them value, 16:38 that's meeting a perceived need, they're usually quick to adapt. 16:41 Irrespective of how creeped out they might be at first. 16:44 This is another example of the disappearing interface. 16:48 Forty percent of smartphone owners use voice search, right, 16:50 for directions, 39% to dictate a text message, 32% to make a phone call, 16:54 and 23% while they're cooking, right? 16:59 Which leads us to kind of a whole new class of devices, right? 17:03 So in the top left you see Amazon Echo, which is probably one of the more 17:05 interesting kind of transitional releases we've seen in the last year. 17:09 Because this is, for the first time, you have a device sitting in your home that's 17:14 always listening to everything you say. 17:17 So the first release of this has brought a lot of mixed feedback. 17:21 Some people love that they can say, you know, 17:24 how many tablespoons are in a cup while they're making some meal in the kitchen. 17:25 But other people are freaked out by the fact that there's a technology device 17:30 listening to every word that's spoken. 17:34 But there's other interesting uses. 17:36 In the top right, we actually have a case for the iPad that includes cameras 17:38 that are using technology similar to the connect that allows it to actually 17:43 translate sign language into actual text just through the hardware. 17:46 Mercedes has an interesting feature on some of its hybrid vehicles. 17:53 Where you can instantly know the moment that it switches from using 17:57 electricity to using the gas part of the engine, 18:01 simply by a vibration that occurs in the gas pedal. 18:04 So if you tend to be one of the lead footed individuals that likes to use 18:06 a lot of gas, it's going to let you know that so you can help adjust your behavior. 18:11 And again there's no interface for that. 18:14 It's not like it comes up on the center console and says, you're going to fast. 18:17 Right? You're hurting the environment by 18:21 going this fast. 18:22 Because then at that point you're staring at something other than the road which is 18:24 generally not a good idea. 18:26 And then we have some even more nascent additions like the HoloLens from Microsoft 18:28 that allow us to have real augmented reality experiences on 18:32 top of the world that we're in. 18:35 So even though there is an interface there it's not a interface that's separate 18:36 from our environment, but rather linked to it. 18:40 So we've talked about a lot of different kinds of experiences. 18:42 And there's been some commonalities here that I've purposely not touched on 18:45 much yet. 18:50 So what enables these experiences? 18:52 If you say okay, 18:54 I agree that there are situations when the interface can totally fade away, and 18:55 we can have these integrated experiences but how do we make that happen? 19:00 Let's look really quickly at the current Gartner Hype Cycle. 19:06 We see here that there are a lot of technologies 19:10 that enable these kind of integrated experiences. 19:13 If you look kind of at the peak here you see words like, 19:16 internet of things, wearable user interfaces, right? 19:19 I mean, you can see that we are actually beginning to be get to the peak of 19:22 some of these. 19:24 And then we have even more things like neuro-business and bio chips, 19:25 and a lot of other things that can fuel into these. 19:29 That are actually starting up the peak. 19:31 So we are in an age where sensors themselves that take many different forms, 19:34 are becoming transformational in how they can actually augment the experiences. 19:38 So let's talk about one type of sensors. 19:44 And we'll actually go through three different types, but 19:47 the first one we're going to talk about are wearable devices. 19:48 Now, wearable devices, 19:52 probably everyone has heard the term at some point or another. 19:54 And certainly we've had a lot of attention paid down here on the bottom left to 19:58 the Apple watch that's been recently released. 20:02 And that's one type of wearable device. 20:04 It's really the first go at having something that's designed to be very 20:07 intimately connected to your phone. 20:12 So much so that it actually can't exist without it. 20:14 It's almost just a second screen for the phone. 20:17 But then there are other devices I talked about. 20:20 We've got Oculus Rift, and HoloLens. 20:23 We've got, of course, the Pebble Smart Watch, 20:26 which is just a different take on it. 20:28 We've got Google Wear. 20:30 We've got Fitbit. 20:32 So, I'm curious, how many of you in here have a Fitbit device to some extent? 20:33 Okay, several. 20:37 How many of you, is it just sitting in a drawer at your house? 20:38 Okay, that's most of the people who raised their hand. 20:42 So, let's talk about some interesting statistics around wearable devices. 20:45 So, first of all, 51% of people reported. 20:50 That privacy is the main thing preventing them from using wearable technology. 20:53 Now, for those of you that have a Fitbit, that might seem a little odd. 20:58 Let me explain. 21:01 So, we do a lot of work, 21:01 we've actually help several organizations actually create wearable devices. 21:03 And one of them, without going into a ton detail, cuz I can't go into the specifics. 21:08 But one of them was very closely tied to work. 21:12 And it was a scenario where the employer would actually give you something that you 21:14 could actually wear. 21:18 And there would be benefits in it for you in the end. 21:19 But the interesting thing was, Individuals did not want. 21:22 Their companies they work for having all this information. 21:27 Privacy was a huge deal. 21:31 So we're in a scenario where privacy and censors, 21:34 it's gonna be an ongoing conversation. 21:37 That we'll be having for the next several years. 21:38 There's actually companies now that exist solely to provide privacy consulting 21:40 to large organizations. 21:45 That's crazy, that's how big of a deal we are we're in. 21:46 Here's another one. 21:49 A third of Americans who own a wearable device stopped using it within the first 21:50 six months. 21:53 So I know a lot of people that say why would I wear my FitBit, right? 21:55 I've worn it for six months. 21:59 I can tell you at the end of the day within a couple hundred steps, probably. 22:00 How many steps I had just solely based on the data that I already have about myself. 22:04 So there has to be some ongoing value for 22:09 wearable devices to truly make a difference. 22:11 Now half of American adults who own fitness trackers specifically, 22:14 have already stopped using them. 22:18 Because again they've gained the information that they needed to 22:20 out of them. 22:24 And they don't have any value for them anymore. 22:26 But let's look at the other side of this. 22:30 So first of all, 79% of adopters agree 22:33 that wearables will be strategic to their company's future business success. 22:38 We're not having these just for employee health, right? 22:44 These are important to the core business of the organization. 22:48 76% say that wearables will improve business performance. 22:50 And 86% of adopters are increasing their investment over the next 12 months, right. 22:56 So even though the uses that we've seen for 23:02 wearables maybe have been somewhat limited. 23:04 Their ability to integrate with the digital experience. 23:07 And translate into actual business value, 23:09 is something that everybody's beginning to see. 23:14 And if we look at the way organizations have been leveraging wearable devices. 23:18 Some of them have just used them for simple device integration. 23:22 We've seen a huge increase in loyalty and reward programs. 23:25 We've actually built out some kind of integrated programs with censors for 23:28 our clients. 23:31 Point of sale has become huge, right? 23:32 We've gone from mobile payments being this scattered group of different solutions. 23:35 To now, it seems as though the industry is gonna be coming under the banner of 23:41 Apple Pay and Google Pay. 23:45 And we'll be moving forward with that. 23:47 We're seeing deep integration. 23:49 There actually will be some interesting announcements next week, 23:51 that will further illustrate that. 23:55 And then we've talked about immersive experiences. 23:56 Again this is what ties into the MagicBand type solution. 24:00 Location sensing technology. 24:03 Targeted advertising and offers. 24:06 And I think that's an interesting one to point out here. 24:08 A lot of people have seen sensor based technology. 24:11 We'll talk more about Beacons, for 24:13 example, in a little bit when we talk about the internet of things. 24:15 But unfortunately, 24:18 a lot of people haven't been able to rise above this targeted advertising, right. 24:19 The thought that obviously users that walk past a certain aisle in the shopping mall. 24:23 Want to be able to 24:30 get a specific message pushed to them about a sale that we're having. 24:31 That's really kind of on the low end of integration. 24:34 We're really looking to kind of rise above that and 24:37 create more of what is the next item. 24:39 Which is an integrated shopping experience. 24:41 And so you see here that over the next few years 24:43 the darker color shows where they're at now. 24:46 And then we're seeing actually the growth for areas that they're planning to add on. 24:48 So we're gonna see a huge integration of wearable devices with our daily lives. 24:51 And again, a lot of that's gonna be fueled by what we're seeing through 24:55 the Apple Watch. 24:57 And through Google Wear. 24:58 So let's transition a little bit. 25:00 We've talked about wearable devices and what they do. 25:02 But we're gonna next move to something called internet of things. 25:04 Which probably again is a very common term. 25:07 This is something that's a little bit different. 25:10 We take away this concept of putting sensors on our body. 25:12 And we actually attach them to something physical. 25:16 So there's a lot of examples of this but to give you an idea of the scale. 25:18 By 2018 the number of devices connected to the internet 25:24 That are just Internet of Things devices. 25:29 Will more than double any other category of devices. 25:31 Right, so imagine that. 25:35 That's gonna mean that probably in developed countries. 25:37 Every individual is probably gonna have twice as many Internet of Things devices. 25:40 Attached to them as they do other devices. 25:45 For example, if you've got a phone and a tablet, and a laptop, and a desktop. 25:47 Then you're probably gonna have eight different things outside of those, 25:52 that are connected. 25:56 Maybe it's a smart light switch, right. 25:57 Maybe it's a Beacon type sensor. 25:59 That will maybe unlock your door when you walk up to it. 26:03 There's so many different options but there's gonna be so many of these devices. 26:05 And that just gives you a little bit of a hint of what the scale is that 26:09 we're talking about. 26:12 So there's a company called Quirky. 26:13 I don't know if you guys are familiar with them. 26:16 They build internetive things devices, connected devices. 26:18 And in the top left we have an example of a piggy bank. 26:21 That allows you to kind of track in real time the money that's being put into 26:25 the piggy bank, right. 26:28 So if your kid, like my kids are at the age where piggy banks are a big deal. 26:29 And you wanna to be able to kind of track and know how much is in there. 26:33 Because inevitably right, parents we want our kids to put the money in there. 26:36 And then the moment we're like okay we're gonna go buy something with it. 26:40 You have no idea how much money's in there. 26:42 And if you've ever tried to get money out of most piggy banks it's not fun. 26:44 So this gives you a much better option. 26:47 And on the top right we have another option that's interesting. 26:50 Right. 26:52 Whenever most of us go to the grocery store. 26:53 We probably don't remember how many eggs we have left in the refrigerator. 26:55 The egg farmers association benefits greatly from our ignorance, right? 26:59 Because it's always like let's just bug in. 27:04 Let's get another dozen, we'll get another dozen. 27:05 Well we already had three dozen in the refrigerator. 27:07 That's only happened once. 27:09 But you can look at a scenario, 27:11 where wouldn't it be great if you had more insight. 27:13 Into what's currently in your refrigerator. 27:16 And that's an example of something they've come up with. 27:18 It's a very, very isolated use case. 27:20 But it helps to paint the picture of what the future can be with these experiences. 27:23 In the bottom right we have device that actually sits in your pool and 27:26 this device continually goes through. 27:30 And tests the water to determine when you need to add chemicals. 27:32 This one was actually developed by one of our user experience designers at 27:35 Universal Mind. 27:38 Who worked with Quirky to actually bring it out into the marketplace. 27:39 So we get the idea of these kind of devices that exist. 27:41 That really are there, just to give us information. 27:44 They're there to help us know something that we wouldn't have known, 27:49 at least not at our fingertips, otherwise. 27:52 And this actually, we can take this even further. 27:56 Because, now we can begin to integrate this concept of Beacons. 27:58 So Apple's announcement of the iBeacon specification a few years ago. 28:02 Was another big step in the process 28:06 of creating digital experiences that can link to physical places. 28:09 And we've leveraged these several different times at Universal Mind. 28:14 Estimote is most of the Beacons you see here. 28:17 There's one from I believe Gimbal,and then there's yet another one there. 28:19 There's a lot of different kinds of Beacons. 28:23 At its' core, something that's an I-Beacon, is just a hardware device. 28:25 That meets the specification that Apple actually put out there. 28:29 And let's talk a little bit about a case study for this. 28:34 So recently, in Grand Rapids, Michigan, 28:36 which is where we have our largest user experience studio. 28:38 There was an art event called the DisArt Festival, which is an art exhibit that 28:42 focuses on showcasing art of individuals who have disabilities. 28:47 But a part of the purpose of the DisArt Festival, is to make it accessible, so 28:51 that individuals who have disabilities can go and experience this art as well. 28:56 And so we did a lot of things different. 29:01 We really tweaked our design process to really make this kind of an accessibility 29:03 for first app, we did a lot of user interviews. 29:07 We did a lot of contextual observation. 29:09 And we ended up with an experience that was really kind of in a lot of ways scaled 29:12 down from what we normally would do. 29:16 But we were able to augment it by using Beacons in the art exhibit itself. 29:17 So if you look here at the exhibit on the left you'll notice that at the top 29:22 you see a Beacon. 29:26 That's actually just kind of placed on the wall next to the exhibit. 29:27 The reason that we did this is probably a little different than 29:31 other iBeacon examples that you've seen. 29:34 We know that there are individuals going to this exhibit who have low muscle tone. 29:36 So the ability for them to perform repeated actions on a phone. 29:40 To navigate through a view hierarchy is something that they couldn't really do. 29:43 So wouldn't it be great if we could actually sense where they're at. 29:47 And present them with customized information, 29:51 based on the exhibits that they're near. 29:53 Without them having to do any actions? 29:55 And then maybe based on what we know about them. 29:57 Maybe we also give them audio cues as a part of this process, 29:59 if they're an individual. 30:02 Maybe he has some sort of visual impairment. 30:04 And so we did a lot of work to use in this case, these beacons as an accessibility 30:07 technology to help take content that wouldn't have normally been available and 30:11 make it available to others. 30:16 And this is one very, 30:18 very small example of what you can do by leveraging these kind of 30:20 experiences to marry together that digital interface with the physical location. 30:23 But here are some challenges, with any of these devices 30:29 there's generally relying on battery and so signals can change over time. 30:33 There's kind of some support and maintenance, right? 30:38 So that particular exhibit had only lasted a month but 30:40 if it had lasted for 14 months, somebody's gonna have to go through and 30:43 be sure those things are still working. 30:46 There's some interference in the location, there's a large variance of signal, 30:48 delayed response, and users have to have active Bluetooth. 30:53 I say all this to make one very clear point. 30:57 If you're building and designing an experience that exists in a physical 31:01 place, your design does not end and you hand somebody a design comp, right? 31:05 Your design also happens in the place that it will exist. 31:11 You actually have to go and experience it and actually tweak it in realtime. 31:16 So it was interesting, we actually had our user experience technologists and 31:20 our user experience designers, we actually had like our computers set up in 31:24 the actual gallery itself for like two or three days, right? 31:27 And we basically we're going through and testing okay, 31:32 how does this perform when I step to here, right? 31:33 Okay, how does this perform when there's this many people in the room? 31:35 The actual design process becomes very focussed on where it's actually going 31:39 to live, because it's not just in the phone anymore. 31:43 It's now married to the environment that it's in. 31:47 So let's talk about one last type, and then we'll go into some examples. 31:51 So we've looked at the wearable devices which really just gather information and 31:55 make it accessible to us. 32:00 But again, we're wearing them. 32:03 And then you've got internet of things devices, 32:04 which are really just stationed somewhere to send us little bits as we need them. 32:07 But then we have another type and those are devices that can sense the environment 32:12 around them and in some cases take action based on certain triggers. 32:15 And these are things that again, like the Nest thermostat or the carbon monoxide 32:19 monitor or you know, smart dead bolts that can actually unlock a door. 32:23 Or smart washers or dryers or drop cams or any. 32:28 There's so many different types. 32:30 But the key is this is a more integrated type of device that allows you to actually 32:32 take action. 32:36 So if you want to be able to as you're driving home from vacation and 32:37 it's the middle of winter and you wanna make sure that your house is like right 32:41 at 72 degrees the moment you walk in the door. 32:45 Well you can do that if you have a nest thermostat or one of the Honeywells. 32:47 There's so many of them now. 32:50 But this something you can actually take action on. 32:52 And so this creates an entirely different set of devices 32:54 that we can use to integrate a physical location with a digital experience. 32:58 Now let's take some examples because I feel if all I do is get up here and I tell 33:05 you information that doesn't inspire you, then I'm doing you a disservice. 33:09 So I wanna give you some examples and to be totally unbiased, 33:15 some of these I have had nothing to do with, 33:19 that you can actually use to help inform how you create experiences in the future. 33:21 So the first one we're going to looking is one called Sproutling, and 33:26 this is interesting because it is actually a wearable devise. 33:30 Well, I'll let you watch. 33:33 >> This is you. 33:38 This is your baby. 33:41 You are a fully formed, even dare we say, skilled human being. 33:44 Your baby isn't. 33:49 You've matched belts with shoes, gotten to work on time at lease 83% of the time and 33:51 emerged from the human mating ritual with someone you actually love. 33:56 To be honest your baby hasn't really done anything that impressive, yet. 34:02 So, why are you so afraid of your baby? 34:06 Look you've got this. 34:10 [MUSIC] 34:11 Sure sleep is like, maybe not ever happening again. 34:14 [MUSIC] 34:16 You're wiping things you never thought you'd wipe off another human being. 34:18 And it's not exactly like your love life is firing on all cylinders these days. 34:22 Maybe all you need is a little help. 34:28 This is a job you not only can do but 34:31 can hone with the help of the Sproutling baby monitor. 34:33 It works with your phone. 34:37 So, say your baby is sleeping and 34:40 you just wanna know if his tiny little heart is beating. 34:41 It's perfectly normal, you're a parent. 34:44 Well, we can help with that. 34:48 [MUSIC] 34:50 Or you'd like to know if he's happy or cranky when he gets up. 34:51 [MUSIC] 34:53 You got it. 34:58 [MUSIC] 34:59 Maybe you're doing something insane like socializing and 35:02 you'd just like to know if it's getting a little loud in the baby's room. 35:04 It can actually do that. 35:08 [MUSIC] 35:09 Or, you'd like to have an idea of when he's gonna wake up so 35:13 you can say get acquainted with the person you used to know before all the. 35:16 Yep, done. 35:20 You can even charge it on 0.0 hours of sleep. 35:23 >> The rest of the video's funny as well. 35:26 And I wanted to leave some time for questions at the end, so 35:30 I cut it a little short. 35:33 That's a great example of a need that you have of wanting to know 35:34 on a digital device about something that actually really exists. 35:38 So this monitor, and again if you're a parent, you totally get that, right. 35:41 Especially with your first kid, its like ok, they're still breathing, 35:46 is their heart still beating? 35:48 And you actually can totally do away with a lot of that anxiety, that as a user, 35:49 even though a different kind of user that you have 35:54 by being able just to pull out your phone and get the information that you need. 35:58 So that's one example. 36:01 But I'll say this too, the biggest application in my mind for 36:02 these sensor devices is not in consumer world. 36:06 The biggest application is actually in business. 36:11 And here's an example that SIP put together about how we can start to see 36:15 just one work experience changed by the use of sensors. 36:18 >> Welcome the time is 6:47 am. 36:26 There are pick requests awhile ago. 36:28 [MUSIC] 36:32 >> Begin. 36:33 [MUSIC] 36:34 >> Incoming pick request for customer 351, 22 items, please confirm. 36:37 >> Confirmed. 36:43 >> Show me the pick list. 36:45 Go to aisle 17 shelf three. 36:46 >> Show item one. 36:49 >> The size for item one is 30 by 25 by 5, and weight of 0.5 kilogram. 36:52 It's non fragile. 36:58 Pick two. 36:59 [MUSIC] 37:05 >> Two okay. 37:09 [MUSIC] 37:10 One okay. 37:15 [MUSIC] 37:18 >> So you begin to get a sense that a heads-up display that's in an environment 37:23 where there are sensors that allow you to navigate through. 37:28 Could actually totally transform the experience 37:31 of somebody that's working in a warehouse. 37:34 And here's where you can start to tie it to business value. 37:36 If the users of this system which would be the employee's in the warehouse. 37:39 If they can actually see the correct directions to get to the item 37:43 they can actually scan it again without having to pull out a bluetooth scanner. 37:46 They can just scan it using, a heads up display of some sort and 37:50 put it right in the box. 37:53 You've got increased efficiency and 37:54 you've got decreased errors that happen in the process. 37:57 Real business value. 37:59 Lastly, I leave you with one additional Disney example. 38:01 So here's kind of the core message that a lot of people forget is that 38:05 if you create a great employee experience 38:09 then inherently you're improving your customer experience. 38:11 And so Disney used the MagicBand as one example in one of their restaurants 38:15 called Be Our Guest. 38:19 It really became kind of a, in essence, an iterative test lab for how they were gonna 38:21 start using a lot of this information that they were gathering about their customers. 38:26 So, as you walk in, 38:30 if you've preordered food, they know you're coming in because of your band. 38:32 Your food is actually being prepared 38:36 from the moment that they actually detect you're there. 38:39 As you sit down, your waiter walks up and 38:42 instantly knows everyone at the table by name. 38:45 And not only that, but they also can gain insight into some of your past dining 38:48 experiences, where you've been, what you liked, what dietary concerns you have. 38:52 Now it's not that the waiter goes to the table and says hello Jane, 38:57 hello Bob, hello kid one, because that would be freaky. 39:01 But if they just have the information available to them, 39:05 if they put the investment in the employee experience so that they have 39:08 the information at their fingertips to use it to improve the customer experience. 39:12 You now get an integrated experience 39:16 that greatly improves the satisfaction that users have. 39:19 Because how many times, I don't know if any of you have been to an amusement park, 39:23 and there's restaurants and stuff there. 39:26 We have a few specific dietary concerns in my family. 39:28 My wife has a few, and my kids have a few different ones. 39:31 So it's like every time you sit down you just feel like you've got to explain 39:33 everything over and over and over again. 39:36 Imagine how that experience has improved by a place like Disney World 39:38 having a profile about you so that they can target every experience to you. 39:42 And again that's made possible by improving the employee experience which 39:48 will in turn improve the customer experience. 39:50 And the way that they say it, is it move the past transactions into an interactive 39:54 space, where they can personalize the experience. 39:57 So wrapping up, a couple of quick things before we get to questions. 40:02 First, you have an assignment. 40:04 Yes, you, every sigle one of you, 40:06 if you have not yet you need to get some sort of a sensor and 40:08 you need to find a way to leverage it in some sort of a digital experience. 40:13 This doesn't have to be coding if you're not a coder that's totally fine, right? 40:16 There's a lot of great sites out there that talk about taking things like 40:21 ibeacons and hooking it in. 40:24 For example a guy I knew after hearing this assignment went and made it so 40:26 that every time he sat down at his computer, it played Eye of the Tiger. 40:30 I will leave it to you for 40:33 how you choose to do this, but think of ways that you can take a common task. 40:34 Maybe it's something as simple as flipping a light switch when you walk into your 40:39 home office that now could be triggered by a sensor talking to your phone. 40:42 And maybe you're using a smart system like the Phillips Hue. 40:47 Figure out a way to tie in a sensor because it will make you better designers. 40:50 To think about the physical spaces around you as extensions 40:54 as the digital experience you are creating and vice versa. 40:58 And a few other key takeaways. 41:01 I am not gonna read all these. 41:03 You can read them. 41:04 Most of you, I think, can read, that's a plus. 41:06 It's a good thing. 41:09 But a few things I want to point out here. 41:09 First, this is the year of the experience, right? 41:11 We're moving beyond just the year of the app, the year of the responsive website. 41:15 It's the entire experience at which your customers engaging with your 41:21 digital touch points. 41:25 And also, again, we'll tend to acclimate quickly if we're bringing enough value. 41:26 Cool, thank you for your time. 41:32 [APPLAUSE] 41:34 [MUSIC] 41:37
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