IoT Product Design Requires Keeping People in Mind

Software and AI have changed consumers’ expectations of IoT products. IoT designers must incorporate new practices in order to enhance customer experience, instead of erode it.

IoT device designers and builders must consider the entire map of connected devices and the data that fuels excellent user experiences to succeed.

IoT product design offers a unique opportunity for customer experience innovation because IoT devices marry the digital and physical worlds. The average consumer uses multiple IoT devices, and researchers expect that number to grow to 3.6 connected devices per capita by 2022, according to Cisco’s VNI Forecast Highlights Tool. Consumers expect a seamless and effortless experience across all devices, even if the uses and IoT product design vary. Those expectations are now extending from web and mobile into the realm of physical IoT product interactions. Organizations that plan to deploy IoT devices must consider these three IoT product design tips:

Design with the customer journey in mind

In an ideal world, IoT product designers and builders could make every product entirely self-contained to achieve its users’ end goal. For example, imagine a smart fridge’s computer vision senses an empty milk jug. The smart fridge then proactively orders a replacement via an embedded grocery delivery app, which prevents device hopping to procure more milk. However, consumers own and operate myriad IoT devices both simultaneously and sequentially. It is often more pragmatic to design IoT products with multi-device customer journeys in mind and focus on seamless interoperability. …

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