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The Coming Mobile Wearable World

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The Coming Mobile Wearable World

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For better or for worse, like it or not, mobile wearables are already changing our lives. Combined with social media, mobile wearable devices form a new generation of personalized technology that knows us better than our closest friends. How many of your friends know how far you walked or what you ate? The challenge for developing applications is correctly incorporating context to add value your users hadn’t considered while being sensitive to their privacy. In the future, our devices will wake us up earlier because of the ice storm last night and contact the people we are meeting to warn them we could be late. Philip Lew covers the most important element of mobile user experience and customer experience―context. Using examples, Phil breaks down context into elements you can incorporate into your design and development. Learn the contextual elements you need to incorporate right now and identify key factors for future generation products based on providing anticipatory services.

For better or for worse, like it or not, mobile wearables are already changing our lives. Combined with social media, mobile wearable devices form a new generation of personalized technology that knows us better than our closest friends. How many of your friends know how far you walked or what you ate? The challenge for developing applications is correctly incorporating context to add value your users hadn’t considered while being sensitive to their privacy. In the future, our devices will wake us up earlier because of the ice storm last night and contact the people we are meeting to warn them we could be late. Philip Lew covers the most important element of mobile user experience and customer experience―context. Using examples, Phil breaks down context into elements you can incorporate into your design and development. Learn the contextual elements you need to incorporate right now and identify key factors for future generation products based on providing anticipatory services.

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The Coming Mobile Wearable World

  1. 1. The  Coming  Mobile  Wearable  World     How  will  it  affect  ‘our’  world?   And  are  you  ready?  
  2. 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.  
  3. 3. Let’s  Meet  Each  Other   •  Name   •  Your  Company/Role   •  InteresTng  Tdbit  or  fact   •  ObjecTve  in  being  here   ©  2014  XBOSoF,  Inc.-­‐  All  Rights  Reserved.   3  
  4. 4. HOW  MANY  OF  YOU  HAVE  A   MOBILE  WEARABLE  DEVICE?   ©  2014  XBOSoF,  Inc.-­‐  All  Rights  Reserved.   4  
  5. 5. WE  LIVE  INTO  OUR  EXPECTATIONS   ©  2014  XBOSoF,  Inc.-­‐  All  Rights  Reserved.   5  
  6. 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. 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  
  8. 8. MobileApps  Are  and  Will  be  Dominant   Revenue  Source   ©  2014  XBOSoF,  Inc.-­‐  All  Rights  Reserved.   8   Devices and Apps and Data
  9. 9. HOW  MANY  OF  YOUR  FRIENDS  KNOW   HOW  FAR  YOU  WALKED  OR  WHAT  YOU   ATE  TODAY  OR  SOME  OTHER  TIDBIT  OF   INFO?     Poll   ©  2014  XBOSoF,  Inc.-­‐  All  Rights  Reserved.   9  
  10. 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. 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. 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  
  13. 13. WHAT  IS  MOBILE  UX?   ©  2014  XBOSoF,  Inc.-­‐  All  Rights  Reserved.   13  
  14. 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. 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  
  16. 16. Mobile  now  means  more…   •  Not  just  smart   phones…   •  How  many  of  you  have   a  smart  watch?     ©  2014  XBOSoF,  Inc.-­‐  All  Rights  Reserved.   16  
  17. 17. Basic Usability-UX Concepts User   Experience   Usability   Effect   Usability   Design   17  ©  2014  XBOSoF,  Inc.-­‐  All  Rights  Reserved.  
  18. 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. 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. 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. 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. 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. 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. 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  
  25. 25. Apps  and  Trust-­‐-­‐UX   ©  2014  XBOSoF,  Inc.-­‐  All  Rights  Reserved.   25   What other methods can create trust or distrust?
  26. 26. Create  Trust  –  Ask  Permission   •  Don’t  give  users  the   creeps   ©  2014  XBOSoF,  Inc.-­‐  All  Rights  Reserved.   26  
  27. 27. Create  Trust  –  Be  Understood   •  Using  short  language   they  can  understand   rather  than  lawyer   talk   ©  2014  XBOSoF,  Inc.-­‐  All  Rights  Reserved.   27  
  28. 28. MOBILE  UX  AND  THE  IMPORTANCE   OF  CONTEXT   ©  2014  XBOSoF,  Inc.-­‐  All  Rights  Reserved.   28  
  29. 29. What Users Do With Their Mobile 29   http://marketingland.com/smartphone-activities-study-email-web-facebook-37954 ©  2014  XBOSoF,  Inc.-­‐  All  Rights  Reserved.  
  30. 30. Mobile Tasks 30   Importance of User Context For Mobile Apps From: A Diary Study of Mobile Information Needs, Sohn, Li, Griswold, Hollan ©  2014  XBOSoF,  Inc.-­‐  All  Rights  Reserved.  
  31. 31. Context of the User 31   From: A Diary Study of Mobile Information Needs, Sohn, Li, Griswold, Hollan ©  2014  XBOSoF,  Inc.-­‐  All  Rights  Reserved.  
  32. 32. Mobile  as  a  Context  Funnel   •  Importance  of  and     Use  of  Context  is   Changing   •  Context  aggregator   – Social  media   – Data   – LocaTon   – Sensors   ©  2014  XBOSoF,  Inc.-­‐  All  Rights  Reserved.   32  
  33. 33. MOBILE  SMARTPHONES  AS  THE   AGGREGATOR  HUB   ©  2014  XBOSoF,  Inc.-­‐  All  Rights  Reserved.   33  
  34. 34. Technologies/Apps  Converge   What  other   sensors  can  you   think  of?   ©  2014  XBOSoF,  Inc.-­‐  All  Rights  Reserved.   34  
  35. 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
  36. 36. Create  SaTsfacTon   Ask  and  Listen   •  Learn  about   your  users   •  Let  them   know  you   are  listening   •  And  what   you  want  to   know…   ©  2014  XBOSoF,  Inc.-­‐  All  Rights  Reserved.   36  
  37. 37. IntegraTon  àConvenience   àPleasureàSaTsfacTon   FuncTonal   InformaTon   ECOSystem   HUB  network   app1   app2   app3   ©  2014  XBOSoF,  Inc.-­‐  All  Rights  Reserved.   37  
  38. 38. CreaTng  SaTsfacTon   ©  2014  XBOSoF,  Inc.-­‐  All  Rights  Reserved.   38  
  39. 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. 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.
  41. 41. MOBILE  AND  BIG  DATA   ©  2014  XBOSoF,  Inc.-­‐  All  Rights  Reserved.   41  
  42. 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!
  43. 43. Where’s  the  Data  Coming  From   What issues will be the biggest and hardest to solve? ©  2014  XBOSoF,  Inc.-­‐  All  Rights  Reserved.   43  
  44. 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. 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  
  46. 46. APPS,  TECHNOLOGY  AND  ISSUES     ©  2014  XBOSoF,  Inc.-­‐  All  Rights  Reserved.   46  
  47. 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. 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. 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. 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. 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. 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. 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. 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. 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  
  56. 56. What  ExpectaTons  Do  You  Have   That  Will  Create  the  Future?   ©  2014  XBOSoF,  Inc.-­‐  All  Rights  Reserved.   56  
  57. 57. A  Day  in  the  Life   ©  2014  XBOSoF,  Inc.-­‐  All  Rights  Reserved.   57  
  58. 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. 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. 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

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