IoT Design Manifesto 1.0: great starting point for your IoT strategy & products!

Posted on 28th February 2018 in circular economy, cities, collaboration, data, Essential Truths, EU, Internet of Things, marketing, open data, paradigm shift, privacy, security, services, smart cities, smart home, SmartAging, strategy

Late in the process of writing my forthcoming IoT strategy book, The Future Is Smart, I happened on the “IoT Design Manifesto 1.0” site. I wish I’d found it earlier so I could have featured it more prominently in the book.

The reason is that the manifesto is the product (bear in mind that the original team of participants designed it to be dynamic and iterative, so it will doubtlessly change over time) of a collaborative process involving both product designers and IoT thought leaders such as the great Rob van Kranenburg. As I’ve written ad nauseam, I think of the IoT as inherently collaborative, since sharing data rather than hoarding it can lead to synergistic benefits, and collaborative approaches such as smart cities get their strength from an evolving mishmash of individual actions that gets progressively more valuable.

From the names, I suspect most of the Manifesto’s authors are European. That’s important, since Europeans seem to be more concerned, on the whole, about IoT privacy and security than their American counterparts, witness the EU-driven “privacy by design” concept, which makes privacy a priority from the beginning of the design process.

At any rate, I was impressed that the manifesto combines both philosophical and economic priorities, and does so in a way that should maximize the benefits and minimize the problems.

I’m going to take the liberty of including the entire manifesto, with my side comments:

  1. “WE DON’T BELIEVE THE HYPE. We pledge to be skeptical of the cult of the new — just slapping the Internet onto a product isn’t the answer, Monetizing only through connectivity rarely guarantees sustainable commercial success.
    (Comment: this is like my “just because you can do it doesn’t mean you should” warning: if making a product “smart” doesn’t add real value, why do it?)*
  2. “WE DESIGN USEFUL THINGS. Value comes from products that are purposeful. Our commitment is to design products that have a meaningful impact on people’s lives; IoT technologies are merely tools to enable that.
    (Comment: see number 1!)
  3. “WE AIM FOR THE WIN-WIN-WIN. A complex web of stakeholders is forming around IoT products: from users, to businesses, and everyone in between. We design so that there is a win for everybody in this elaborate exchange.
    (Comment:This is a big one in my mind, and relates to my IoT Essential Truth #2 — share data, don’t hoard it — when you share IoT data, even with competitors in some cases [think of IFTTT “recipes”] — you can create services that benefit customers, companies, and even the greater good, such as reducing global warming).
  4. WE KEEP EVERYONE AND EVERYTHING SECURE. With connectivity comes the potential for external security threats executed through the product itself, which comes with serious consequences. We are committed to protecting our users from these dangers, whatever they may be.
    (Comment: Amen! as I’ve written ad nauseum, protecting privacy and security must be THE highest IoT priority — see next post below!).
  5. WE BUILD AND PROMOTE A CULTURE OF PRIVACY. Equally severe threats can also come from within. Trust is violated when personal  information gathered by the product is handled carelessly. We build and promote a culture of integrity where the norm is to handle data with care.
    (Comment:See 4!).
  6. WE ARE DELIBERATE ABOUT WHAT DATA WE COLLECT. This is not the business of hoarding data; we only collect data that serves the utility of the product and service. Therefore, identifying what those data points are must be conscientious and deliberate.
    (Comment: this is a delicate issue, because you may find data that wasn’t originally valuable becomes so as new correlations and links are established. However, just collecting data willy-nilly and depositing it in an unstructured “data lake” for possible use later is asking for trouble if your security is breeched.).
  7. WE MAKE THE PARTIES ASSOCIATED WITH AN IOT PRODUCT EXPLICIT. IoT products are uniquely connected, making the flow of information among stakeholders open and fluid. This results in a complex, ambiguous, and invisible network. Our responsibility is to make the dynamics among those parties more visible and understandable to everyone.
    (Comment: see what I wrote in the last post, where I recommended companies spell out their privacy and usage policies in plain language and completely).
  8. WE EMPOWER USERS TO BE THE MASTERS OF THEIR OWN DOMAIN. Users often do not have control over their role within the network of stakeholders surrounding an IoT product. We believe that users should be empowered to set the boundaries of how their data is accessed and how they are engaged with via the product.
    (Comment: consistent with prior points, make sure that any permissions are explicit and  opt-in rather than opt-out to protect users — and yourself (rather avoid lawsuits? Thought so…)
  9. WE DESIGN THINGS FOR THEIR LIFETIME. Currently physical products and digital services tend to be built to have different lifespans. In an IoT product features are codependent, so lifespans need to be aligned. We design products and their services to be bound as a single, durable entity.
    (Comment: consistent with the emerging circular economy concept, this can be a win-win-win for you, your customer and the environment. Products that don’t become obsolete quickly but can be upgraded either by hardware or software will delight customers and build their loyalty [remember that if you continue to meet their needs and desires, there’s less incentive for customers to check out competitors and possibly be wooed away!). Products that you enhance over time and particularly those you market as services instead of sell will also stay out of landfills and reduce your pduction costs.
  10. IN THE END, WE ARE HUMAN BEINGS. Design is an impactful act. With our work, we have the power to affect relationships between people and technology, as well as among people.  We don’t use this influence to only make profits or create robot overlords; instead, it is our responsibility to use design to help people, communities, and societies  thrive.
    Comment: yea designers!!)

I’ve personally signed onto the Manifesto, and do hope to contribute in the future (would like something explicit about the environment in it, but who knows) and urge you to do the same. More important, why start from scratch to come up with your own product design guidelines, when you can capitalize on the hard work that’s gone into the Manifesto as a starting point and modify it for your own unique needs?

*BTW: I was contemptuous of the first IoT electric toothbrush I wrote about, but since talked to a leader in the field who convinced me that it could actually revolutionize the practice of dentistry for the better by providing objective proof that  patient had brushed frequently and correctly. My bad!

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IoT Intangibles: Increased Customer Loyalty

Posted on 9th January 2017 in 3-D printing, automotive, circular company, collaboration, data, design, home automation, Internet of Things, logistics, maintenance, marketing, paradigm shift, retail, sensors, services, strategy, supply chain

There are so many direct, quantifiable benefits of the IoT, such as increased quality (that 99.9988% quality rate at Siemens’s Amberg plant!) and precision, that we may forget there are also potential intangible benefits.

Most important of those is customer loyalty, brought about by dramatic shifts both in product designs and how they are marketed.

Much of this results from the IoT lifting the veil of Collective Blindness to which I’ve referred before: in particular, our prior inability to document how products were actually used once they left the loading dock. As I’ve speculated, that probably meant that manufacturers got deceptive information about how customers actually used products and their degree of satisfaction. The difficulty of getting feedback logically meant that those who most liked and most hated a product were over-represented: those who kinda liked it weren’t sufficiently motivated to take the extra steps to be heard.

Now, by contrast, product designers, marketers, and maintenance staffs can share (that critical verb from my Circular Company vision!) real-time data about how a product is actually operating in the field, often from a “digital twin” they can access right at their desks.

Why’s that important?

It can give them easy insights (especially if those different departments do access and discuss the data at the same time, each offering its own unique perspectives, on issues that will build customer loyalty:

  • what new features can we add that will keep them happy?
  • can we offer upgrades such as new operating software (such as the Tesla software that was automatically installed in every single car and avoided a recall) that will provide better customer experiences and keep the product fresh?
  • what possible maintenance problems can we spot in their earliest stages, so we can put “predictive maintenance” services into play at minimal cost and bother to the customer?

I got interested in this issue of product design and customer loyalty while consulting for IBM in the 9o’s, when it introduced the IBM PS 2E (for Energy & Environmental), a CES best-of-show winner in part because of its snap-together modular design. While today’s thin-profile-at-all-costs PC and laptop designs have made user-friendly upgrades a distant memory, one of the things that appealed to me about this design was the realization that if you could keep users satisfied that they were on top of  new developments by incremental substitution of new modules, they’d be more loyal and less likely to explore other providers.

In the same vein, as GE has found, the rapid feedback can dramatically speed upgrades and new features. That’s important for loyalty: if you maintain a continuing interaction with the customer and anticipate their demands for new features, they’ll have less reason to go on the open market and evaluate all of your competitors’ products when they do want to move up.

 

Equally important for customer loyalty is the new marketing options that the continuous flow of real-time operating data offer you. For a growing number of companies, that means they’re no longer selling products, but leasing them, with the price based on actual customer usage: if it ain’t bein’ used, it ain’t costing them anything and it ain’t bringing you any revenue!

Examples include:

  • jet turbines which, because of the real-time data flow, can be marketed on the basis of thrust generated: if it’s sitting on the ground, the leasee doesn’t pay.  The same real-time data flow allows the manufacturer to schedule predictive maintenance at the earliest sign of a problem, reducing both its cost and the impact on the customer.
  • Siemens’s Mobility Services, which add in features such as 3-D manufactured spare parts that speed maintenance and reduced costs, keeping the trains running.
  • Philips’s lighting services, which are billed on the basis of use, not sold.
  • SAP’s prototype smart vending machine, which (if you opt in) may offer you a special discount based on your past purchasing habits.

At its most extreme is Caterpillar’s Reman process, where the company takes back and remanufactures old products, giving them a new life — and creating new revenues — when competitors’ products are in the landfill.

Loyalty can also be a benefit of IoT strategies for manufacturers’ own operations as well. Remember that the technological obstacles to instant sharing of real-time data have been eliminted for the supply chain as well. If you choose to share it, your resupply programs can also be automatically triggered on a M2M basis, giving an inherent advantage to the domestic supplier who can get the needed part there in a few hours, versua the low-cost supplier abroad who may take weeks to reach your loading dock.

It may be harder to quantify than quality improvements or streamlined production through the IoT, but that doesn’t mean that dependable revenue streams from loyal customers aren’t an important potential benefit as well.

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Sentri: example of how IoT is re-inventing tired home devices

Posted on 17th July 2014 in design, home automation, Internet of Things, paradigm shift, smart home

I’ll admit it: I’ve been a design junkie since the first museum show on Shaker furniture that I saw while I was in grad school at Syracuse (come to think of it, that epiphany was really when I visited Denmark with my parents, and saw Shaker-inspired Scandinavian design by Georg Jensen et. al.). I just love things that are sleek and functional.

Sentri home security system

Now, following in the Nest’s footsteps, there’s a neat Kickstarter project, the Sentri home security system, that repeats the Nest’s double-whammy of reinventing a tired product to add IoT functionality, and make it beautiful to boot.

Sorry, ADT, but the only reason anyone would display your monitor prominently would be to scare the Bad Guys: they’re just pug-ugly. As
this picture shows, the Sentri is another work of art — and it is more versatile to boot. A built-in HD camera and sensors not only detect movement, but also temperature (a sudden spike could mean a fire), humidity and air quality.  Like the Nest, it will learn from your behavior.

I like their design principles — would that more products were based on them:

 

  • Simple elegance: The best technologies are the easiest to use. Sentri is ready to use right out of the box – simply plug it in, power on, and download the Sentri smartphone app. No assembly or installation required. Hang up your Sentri on the wall, or set it right on your shelf and let Sentri take care of the rest.
  • Intelligence within reach: Minimize the rate of false alerts and create a security system adapted specifically to you with Sentri’s built-in notification system that not only keeps you in the know, but also learns — and acts on — the alerts that matter most to you.One of the biggest challenges traditional home security systems face is that most alerts delivered are false alarms, leading to many households opting out of security systems, or simply not turning their systems on.  With Sentri, maximize your home’s security with timely and accurate alerts.
  • Empowering you: While safety at home is essential for everyone, we know that your home and what security means is as unique as you are. Take control of how your Sentri looks, feels, and behaves by customizing when and where you want to see certain information and alerts. From choosing the background for your Sentri to showing which sensors are displayed and which smart devices are connected, always stay in control of your home.

Sentri as smart home hub

OK, it doesn’t have wired-in-place switches on each window that could detect a break-in (score one for the incumbents), but on the other hand, you just plug the Sentri in and it’s ready to go. Perhaps most important, there are no monthly monitoring fees: who needs them when you get an instant alert on your smart phone if there’s a problem.  Also, there’s another bonus: it’s designed to be a smart home hub: the illustration shows it also controlling your HUE lights, WeMo sockets, and a Nest.

Before I get too rhapsodic, I’m reminded of the recent headline about a crowdfunding project that wasted millions and didn’t produce a usable project. However, overall, it seems to me that, out of the soup of crowdfunding dollars, IoT reinventions of conventional products, inspired design, and plunging sensor prices, we’re seeing a real revolution in product design and manufacturing that can pay multiple benefits to all concerned! Bravo!

 

 

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Chatting up Alexandra Deschamps-Sonsino.There at the beginning!

Posted on 19th September 2013 in Internet of Things

I’m about to launch a new venture: paid speaking about the Internet of Things to corporate audiences and college students (details to come in the near future — but feel free to contact me NOW if you think of an audience that would be open to my evangelism for the IoT!).

One of the speeches I’m preparing is aimed squarely at college students — I’ve been excited to see how many 20 and 30-somethings play a lead role in the IoT and I’m also concerned about the future for these kids (my youngest very much included) in terms of the conventional economy — we’re in the process of leaving them with a very sorry mess, and I think they’re best advised to think outside-the-box and create their own opportunities.

WHICH IS A LONG WAY OF GETTING TO A GREAT CONVERSATION that I had at six AM today with one of those leaders who I plan to feature in the speech to provide inspiration, Alexandra Deschamps-Sonsino,  who I knew primarily as the designer of the Good Night Lamp. I was quick to learn that she’s done much, much more, and was really there at the beginning of the IoT movement!

Here’s what I learned!

Alexandra Deschamps-Sonsino

She began studying product design in Montreal, and her professor told her to investigate the field of interactive design.

Wanting to go back to Europe, she enrolled in the program that many credit with being the home of the first maker movement in the IoT, as one of 17 students in the Design Institute of Ivrea, Italy. If that rings a distant bell, it’s because that’s where the Arduino board was developed, which has been the entry point for so many to the IoT. It was during this period that she actually designed the Good Night Lamp.

 

Good Night Lamps

She then moved to London, forming an Arduino distributorship with inventor Massimo Banzi.

She grew the business to about 12 people, which also did R & D on inter-connected products for companies such as BBC and Nokia.

Deschamps-Sonsino closed the business and then went back to consulting in 2010. In early 2013 she revisited the Good Night Lamp, getting it into production.

When I asked her whether her lack of a programming background was a handicap, she laughed, and said “I still don’t know how to program, but I know enough to be dangerous .. I have a really good understanding of what’s possible and what isn’t” in terms of programming. She thinks her awareness of programming is much higher than most product designers, who are ” …  still interested in designing chairs and salt and pepper shakers!” She thinks that design education must evolve — too much of it is still focused on the kind of mid-20th century design that created cults around designers such as Philipp Starck. She is adamant that there is a role for product designers in the IoT, saying that most of the products have been designed by programmers, who come at product design from a technology perspective. In fact, she thinks that a lot of education will have to change because of the IoT, which she sees as a disruptive technology:  “We have to get away from vertical learning niches, and put more emphasis on collaboration.” She shakes her head at one leading European manufacturer, where the product designers are physically isolated from the technologists and others, making collaboration impossible.

When I asked whether she’d faced any discrimination in the IoT world as a woman, Deschamps-Sonsino said:

“Not really, being a woman was actually useful because there aren’t many around: as long as it’s to my benefit, gets me in front of audiences, it’s OK. Some  who got involved in the IoT in their 30s act inappropriately,but I’m managing it!”

Since I’m hoping to use these speeches to motivate young people to seek IoT careers, I concluded by asking her what the future holds:

“I think it has such tremendous potential, incredible opportunities. I think curiosity is the key. Start looking online for examples of IoT products: people keen to get feedback on their designs. Try to engage: take a 2-day workshop with Arduino. I’d particularly say to younger girls, the idea that tech for boys is total bullshit.

Young people have a lot to contribute. Opportunity for a lot of products because of the freshness of their outlook. You don’t have to learn to code.  Other parts of the industry are ossified , but this is so open.” (my emphasis)

We wrapped up the conversation after 45 minutes. My day was already made! What an inspiration. Thanks, Alexandra!

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