Gartner Research predicts that the typical family home will contain as many as 500 networked devices by 2020. Ericsson forecasts 50 billion connected “things” by the same date. This evolution to “Internet of Things,” or IoT, 2.0 will be difficult for many companies to achieve — not for lack of technological expertise but because they’ll fail to recognize the value of design in connected product development.
Here are five ways that technology and design can succeed together in the IoT space:
Agree to a clear problem statement. Every new product is based on addressing some problem or opportunity, but often those issues — obsolescence, cost, quality — don’t reflect the needs of the customer. If your team can’t define a problem that truly matters to your customer, then you don’t have a viable product.
Appoint a systems leader who understands design. For an IoT offering to succeed, the systems team must understand users and their experience. If your systems chief doesn’t appreciate how design delivers those insights, find a new chief.
Work with designers who understand technology. IoT also requires a technology-aware approach to design. Designers must work closely with their tech teammates to understand what’s possible and what’s necessary in the design of the customer experience.
Follow a build-test-learn process. In the IoT environment, customer turnover is worse than a lack of sales, because it reduces revenue after customer acquisition costs are made. Designers can mitigate churn by building an experience that customers desire, observing their behavior and adjusting on the basis of what’s learned.
Simplify for success. Consumers demand simple solutions to everyday problems. Friction of any kind, even having to change batteries, will give users reason to stop using a product — which is death to an IoT offering. Technologist and designers must approach IoT development with a “less is more” mandate.
(Scott A. Nelson is the chief executive and chief technology officer at Reuleaux Technology, a Minnesota-based consulting firm. Paul Metaxatos is a co-founder of and a principal at Motiv, a Boston-based product design and brand-development firm.)
