The Coming Mobile Wearable World

1. The Coming Mobile Wearable World How will it aﬀect ‘our’ world? And are you ready?

2. Meet Your Instructor •  Phil Lew – Software developer – Software product manager, BI product – CEO, software qa services company •  Relevant specialties – Software quality in use / UX design and evaluation – Mobile testing and UX enthusiast – Mobile wearable first adopter 2 © 2014 XBOSoF, Inc.-‐ All Rights Reserved.

6. Mobile User Expectations •  Subscription Business Model – Rent/share-don’t buy – Pay as you go •  Cloud and mobile convergence •  Behavior and expectations have changed •  The bar has risen –  UX and satisfaction © 2014 XBOSoF, Inc.-‐ All Rights Reserved. 6

7. We are About to Enter a New Age •  Mobile wearable devices form a new generaTon of technology that knows us be[er than our friends. •  In the future, the most important element of mobile user experience and customer experience―context. •  Successful applicaTons will incorporate context to add value users hadn’t considered while being sensiTve to their privacy. © 2014 XBOSoF, Inc.-‐ All Rights Reserved. 7

10. ObjecTves for Today •  Develop an understanding of context to sTr thought so you can incorporate into your design and development. •  Understand the contextual elements for future generaTon products that will provide predicTve and anTcipatory services. – Understand how NFC technology will be driven by payments – Understand the potenTal in various verTcals for mobile wearables © 2014 XBOSoF, Inc.-‐ All Rights Reserved. 10

11. Workshop/Session Spirit •  InteracTve •  I won’t read the slides… •  Slides for you as a take-‐away (lots) – Maybe they won’t be the same as in handouts depending on Tming – I’m always updaTng with the latest content •  ParTcipate and Dive In – Ask quesTons or I will 11 © 2014 XBOSoF, Inc.-‐ All Rights Reserved.

12. Today’s Agenda •  What is Mobile UX •  Mobile UX and Context •  Mobile Smartphones as Hubs and Aggregators with peripheral Mobile Sensors (wearables) •  Mobile and Big Data •  Apps, Technology and Issues © 2014 XBOSoF, Inc.-‐ All Rights Reserved. 12

14. Mobile and Context King and Queen •  91% of American adults own a mobile phone. •  Over 60% of mobile phones sold are smartphones. •  Mobile device web access is predicted to overtake desktop web access in this year. •  48% use or would like to use a smartphone to shop while in-‐store or on the go. •  90% of people start a task on one device, then complete it on another. © 2014 XBOSoF, Inc.-‐ All Rights Reserved. 14

15. Mobile UX – Up Up and Away •  UX is relaTve to user expectaTons – As more sites deliver be[er mobile UX the bar is higher. – Mobile users no longer expect a lesser experience, expect an equal or mobile-‐ centric experience. – Mobile UX is no longer nice to have, but a criTcal component of app success. © 2014 XBOSoF, Inc.-‐ All Rights Reserved. 15

18. Mobile Usability Challenges •  Limited attention – people often multi-tasking •  User needs triggered by context – Application needs to provide what they want at the “right” time and in a form suitable for current context. •  Require access to personal data, obtained either through web-based services or other devices- tight integration •  Require sensitivity to the task at hand 18 © 2014 XBOSoF, Inc.-‐ All Rights Reserved.

19. Usability - Design Perspective •  Understandability •  Learn-ability •  Operability •  Attractiveness •  Navigation •  Responsiveness-performance 19 What else can you think of? © 2014 XBOSoF, Inc.-‐ All Rights Reserved. If the user cannot figure it out in 30 seconds, they are gone. Integration Social Connectedness

20. Source: ISO 25010 Usability-Effect 20 Degree to which specified users can achieve specified goals with effectiveness, efficiency and satisfaction in a specified context of use. © 2014 XBOSoF, Inc.-‐ All Rights Reserved.

21. Usability-Effect “Context” and “Specified” • User role • Objective • Task • Environment • Domain • … 21 specified users specified goals specified context of use What else can you think of? Who are your users? What are their goals? © 2014 XBOSoF, Inc.-‐ All Rights Reserved.

22. Source: ISO 25010 Usability-Effect User Experience •  Satisfaction: Degree to which users are satisfied in a specified context of use. •  Likability (cognitive satisfaction) •  Pleasure (emotional satisfaction) •  Comfort (physical satisfaction) •  Trust 22 Including many other factors experienced over time via other integrated channels, platforms and devices © 2014 XBOSoF, Inc.-‐ All Rights Reserved.

23. User Experience and Trust 23 © 2014 XBOSoF, Inc.-‐ All Rights Reserved. User experience is not just about UI efficiency, it’s also about trust and relationship. Trust is the currency of the new economy

24. UX and Trust •  The UX must reﬂect how people relate to the organizaTon. •  Following usability best pracTces will ensure that the steps are intuiTve and opTmal which creates what feelings in end users? •  Users are inclined toward an company they can trust. •  Do your customers/users trust you and your company’s app? © 2014 XBOSoF, Inc.-‐ All Rights Reserved. 24

35. Source: ISO 25010 Usability-Effect User Experience •  Satisfaction: Degree to which users are satisfied in a specified context of use. •  Likability (cognitive satisfaction) •  Pleasure (emotional satisfaction) •  Comfort (physical satisfaction) •  Trust 35 Over time via integrated channels and platforms © 2014 XBOSoF, Inc.-‐ All Rights Reserved. Convenience Anticipation

39. PredicTve and AnTcipatory UX •  UX that provides the funcTons and services for unexpressed needs and wants of your users through use of context and technology •  Depending on the circumstances and the customer preferences, use desired communicaTon channels •  Works for customers who want this communicaTon and depends on the service/ product that the communicaTon is in regards to -‐-‐ Context © 2014 XBOSoF, Inc.-‐ All Rights Reserved. 39

40. AnTcipaTon •  With context you can anTcipate/predict what your clients/customers want. – Google Now: suggesTons that appear, creepily, when you need them. – Does not just mean selling © 2014 XBOSoF, Inc.-‐ All Rights Reserved. 40 UX in the future will be dependent on providing anticipatory and predictive services without being creepy and without destroying trust.

42. What’s the Big Deal About Big Data? •  What is criTcal about all this data? – Social media – LocaTon • Sensors © 2014 XBOSoF, Inc.-‐ All Rights Reserved. 42 •  Timeliness •  Accuracy •  Reliability •  What else? CONTEXT!

44. Big Data Issues •  Privacy, security and ownership are the hard issues. •  Line between helpful advice and creepy intrusive sales techniques •  Amazon recently obtained a patent for shipping goods to customers BEFORE they even order them – based purely on predicTve big data analyTcs – AnTcipatory Shopping •  What if you predict incorrectly – What are the consequences? © 2014 XBOSoF, Inc.-‐ All Rights Reserved. 44

45. Big Data OpportuniTes •  ‘PredicTve’ means not just revenues, but can have giganTc influence in customer service and saTsfacTon –  Deliver a personalized experience to gain new customers and keep exisTng. –  PredicTve analyTcs for “AnTcipatory” services.” •  ‘MarkeTng’ doesn’t necessarily mean an upsell or an offer. •  Knowing enough to send the right usage alert at the right Tme could mean the difference in keeping or losing a customer. Are you as good as Sam was? © 2014 XBOSoF, Inc.-‐ All Rights Reserved. 45

47. AppleWatch •  AWatch will feature NFC, allowing your wearable to act like your wallet. •  The Awatch—will allow users to uTlize “tap-‐to-‐ pay” funcTonality in stores. •  What else? © 2014 XBOSoF, Inc.-‐ All Rights Reserved. 47

48. Google Wear •  Extended to other wearable devices – Voice command funcTonality – Health and ﬁtness monitoring •  Work with Android handsets and tablets – IntegraTon •  Providing noTﬁcaTons or front-‐end UIs for Android device-‐based apps. •  Voice command funcTons through the watch to trigger acTons on the other devices -‐ integraTon •  Google Android Wear API -‐ integraTon © 2014 XBOSoF, Inc.-‐ All Rights Reserved. 48

49. NFC – Near Field CommunicaTon •  Mobile payments, through NFC protocol combined with Touch ID ﬁngerprint sensor and tokenizaTon •  These devices will also serve as a plavorm for value-‐added services such as administraTng loyalty schemes, giF card issuance, and many others. http://bgr.com/2014/09/08/iphone-6-and-iwatch-nfc-payments-security/ Initial retail deployments will use NFC-ready point- of-sale terminals © 2014 XBOSoF, Inc.-‐ All Rights Reserved. 49

50. NFC Tags •  Near-‐ﬁeld communicaTon (NFC) tags have a ﬁeld-‐ detecTon mode that switches on the accessory when in close contact with an NFC phone or mobile device. •  DetecTon “wakes up” the accessory, making for much easier and intuiTve pairing. •  Then users simply tap their phones to the accessory and pairing is complete (a “tap to pair” connecTon). •  From 144 to 888 bytes of memory, which covers both Bluetooth and Wi-‐Fi pairing. •  Tags can also be put into a non-‐responsive mode, avoiding a bad user experience when the ba[ery is running low. © 2014 XBOSoF, Inc.-‐ All Rights Reserved. 50

51. Understand Progressive UX For Design, Develop and Test •  Development and QA will incorporated into design much earlier, and in real Tme iteraTons – Mobile devices and wearables will integrate into every part of our lives (and others) unless you want to be leF behind. – Mobile ApplicaTons – Integrated with data, social, and other devices Let’s look at some examples © 2014 XBOSoF, Inc.-‐ All Rights Reserved. 51

52. Automobile •  Electric cars will let you see the charge level in your car via mobile app •  If you forgot where you parked it, it will actually show you a map of where you leF your car and give direcTons to ﬁnd it. •  Turn oﬀ your car remotely if stolen © 2014 XBOSoF, Inc.-‐ All Rights Reserved. 52

53. Travel •  Use your mobile device as your boarding pass, all the way from checking-‐in with one tap on your watch all the way through to collecTng your bags. •  Unlock their hotel room doors –  Apple Watch will let you check-‐in to the hotel –  Unlock your hotel room door by waving your watch in front of the door •  City Mapper enables you to get mass transit direcTons and it will also remind you to get oﬀ at the right stop. © 2014 XBOSoF, Inc.-‐ All Rights Reserved. 53

54. Fitness •  Fitness apps like Nike and Strava, you run on the same course, and compare Tmes with friends. •  Ultra-‐lightweight, ﬂexible and disposable skin patches, combined with NFC biosensors for ﬁtness monitoring criTcal to evaluaTng, and improving, athleTc performance –  Heart rate –  Temperature, hydraTon, sweat, blood sugar, lacTc acid, electrolytes and other biomarkers. © 2014 XBOSoF, Inc.-‐ All Rights Reserved. 54

55. Health •  Disposable skin patches, like ordinary adhesive bandages, with NFC biosensors will simplify diagnosTcs (temperature, blood sugar for diabetes monitoring, and drug delivery). •  Obtaining sensor informaTon is as easy as sTcking on a smart skin patch, then reading it with your NFC device or smartphone. •  Wearable sensors can also be used for monitoring environmental condiTons such as UV exposure, and physiological condiTons such as sweat and skin moisture levels which can send informaTon directly to your smartphone. What other skin/body sensors are possible/useful? © 2014 XBOSoF, Inc.-‐ All Rights Reserved. 55

58. Mobile and Context •  Ginormous Data à sensors give it to us •  Cloud stores it for us •  Mobile gives us access to it •  SophisTcated algorithms to process and extract informaTon and knowledge from the data – 3rd party analysis modules in the cloud •  Our soFware must be more integrated, connected, predicTve and anTcipatory •  Not only #MobileResponsive, but #ContextResponsive © 2014 XBOSoF, Inc.-‐ All Rights Reserved. 58

59. What will be criTcal factors of Mobile UX Wearable success? •  ApplicaTon integraTon •  AnTcipaTon without creepiness – Knowledge from data – Data integraTon from many sources •  Trust and security – Sharing – Ownership – Permission © 2014 XBOSoF, Inc.-‐ All Rights Reserved. 59

60. Thanks QuesTons and Answers Please fill out an evaluation form and drop it in the collection basket located at the back of the room. Philip Lew @philiplew philip.lew@xbosoft.com Some resources: http://www.xbosoft.com/knowledge_center/ www.xbosoft.com

The Coming Mobile Wearable World

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