Designing Across Senses by Christine W. Park John Alderman

Author:Christine W. Park, John Alderman
Language: eng
Format: epub
Publisher: O'Reilly Media, Inc.
Published: 2018-04-06T04:00:00+00:00

Hardware as a Service

Consider hardware as a service. Given the connectivity and the infrastructure that lies behind much hardware, a device itself is simply the tip of the iceberg. What lies underneath? Understanding the broad service goals and opportunities should inform the direction of design.

Alexa is a wonderfully functioning speaker and microphone, and an interesting example of conversational user interface. But beyond that, it is a gateway to Amazon, a vast commercial enterprise of varied offerings. As if that wasn’t big enough, through “skills” it is also a gateway to a much greater network of commerce and information. Playing music, telling jokes, keeping a shopping list, hearing the news, calling a ride, and ordering a Domino’s pizza all happen through the same voice interface on the same device. But be careful. Learn the lesson of the ill-fated Juicero.

It may also be that the iceberg has many tips. That is, the value of a service, or information is surfaced in many different ways, on different devices. This requires considering all of the different tips in relation to each other. Do you need to build them so that users consider them all parts of the same thing, or is there a need to keep them separate, either because of complexity or distinctiveness? For instance, you may want a dedicated music device with little additional functionality. Or you may hope to sell concert tickets so surfacing artists with upcoming local performances would be valuable.

Combining multimodal and service design can be integral to an overall experience strategy, where a user can develop a brand relationship over several devices, locations, and channels.

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