Deconstructing Invisible Design: The User Experience of Anticipation and Delight

Deconstructing Invisible Design: The User Experience of Anticipation and Delight

By Shekhar Prabhakar Bagawde Final Semester Thesis Master of Arts, Interaction Design, Lindsey Wilson College May 2016

Acknowledgements I would like to acknowledge and extend my sincere gratitude to the following professors who made this thesis possible:

Professor Chris Quinn Professor David E Meyers

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Abstract ‘Best design is invisible.’

This thesis focuses on research of this interesting interaction design phrase, and other similar related theories. While researching texts written about ‘invisible design’, one can find quite a few authors who have published books, blog posts, and articles on ‘invisible design’ theories such as NoUI, Zero UI and others. There has been a considerable amount of debate around these theories, specifically on NoUI. The goal of this research is to document the research study performed on a few of these ‘invisible design’ theories, and to discuss few known interaction design examples to find answers on what ‘invisible design’ really means and question whether design can be really ‘invisible’?

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Table of Contents 1.

What is invisible design, what are people saying and why 2.

What are the different theories & concepts for Invisible Design 3.

Interaction Design Examples to validate the argument – can Interaction Design be really invisible?

4.

Point-of-view on ‘Invisible Design’ 5/12/16

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1.

What is invisible design, what are people saying and why

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SHEKHAR P BAGAWDE | LC4D | M.A. IXD Final Semester Thesis

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‘Invisible Design: why less is more’, ‘The importance of invisible design’, ‘A practical guide to invisible design, ‘The age of invisible design has arrived’, ‘Good design is invisible’ etc. – these are some of the posts that appear in the search results when one searches for the term ‘invisible design’ on Google.

• The themes discussed in these posts are around ‘invisible user experiences’ provided by few successful products or services such as Nest or Uber.

• The authors of these posts, speak about: • design thinking, • they stress on interactions that naturally align with the user’s mental models, and • encourage to think beyond UI elements i.e. experience over interface.

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So, what is this ‘experience’ that enables users to achieve their desired outcomes with the least amount of effort?

What is common in these disruptive products or services that provide delightful experiences?

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A common thread in these articles is that ‘invisible design’ means to get out of the way of the user as much as possible.

The elements that threaten or cause a potential hindrance to distract the user from her goals should be removed.

These posts echo Jared Spool’s famous experience design theory that ‘great designs should be experienced and not seen’.

The concept highlighted is ‘better the design, the more invisible it becomes’.

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Source: https://articles.uie.com/experiencedesign/

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Authors of these posts also reflect upon Dieter Rams’ principles of ‘Good Design’, specifically the tenth principle: “Good design is as little design as possible”

Source: https://www.vitsoe.com/us/about/good-design 5/12/16

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Most of these posts highlight the fact that design should not be just beautiful pixels or animated motion graphics, but has to solve a purpose.

Design should be an enabler to provide the ‘experience’ to support a user doing an activity in context.

How can design be an enabler to provide the so-called ‘invisible design’ experience?

Let’s take a look at the literal definition or meaning of the term “Invisible Design”.

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Invisible Design: Meaning Literal meaning of the two words

in·vis·i·ble

de·sign

inˈvizəb(ə)l/adjective adjective: invisible

\di-ˈzīn\ verb verb: design;

•

impossible to see; not visible

•

•

incapable by nature of being seen

to plan and make decisions about (something that is being built or created) : to create the plans, drawings, etc., that show how (something) will be made

•

inaccessible to view

•

to create, fashion, execute, or construct according to plan

•

to make a drawing, pattern, or sketch of

•

to draw the plans for <design a building>

Examples of ‘invisible’ in a sentence

Examples of ‘design’ in a sentence

•

a thriller about an invisible man

•

A team of engineers designed the new engine.

•

With the telescope we can see details of the planet's surface that are ordinarily invisible.

•

Who designed the book's cover?

•

She feels as if her success is being blocked by an invisible barrier.

•

He designed the chair to adjust automatically.

Source: Merriam Webster Dictionary

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Invisible Design: Meaning Literal meaning of the two words

in·vis·i·ble

de·sign

inˈvizəb(ə)l/adjective adjective: invisible

\di-ˈzīn\ verb verb: design;

• • •

to plan and make decisions about (something that is being built or Based on the literal meaning found in• Merriam dictionary for created) : to createWebster the plans, drawings, etc., that show how (something) incapable by nature of being seen will be made ‘Invisible Design’ inaccessible to view • to create, fashion, execute, or construct according to plan impossible to see; not visible

•

to make a drawing, pattern, or sketch of

•

to draw the plans for <design a building>

•

Who designed the book's cover?

•

He designed the chair to adjust automatically.

Invisible Design means to plan and makeExamples decisions (for the user) that are not of ‘design’ in a sentence visible or are impossible to see. a thriller about an invisible man • A team of engineers designed the new engine.

Examples of ‘invisible’ in a sentence • •

With the telescope we can see details of the planet's surface that are ordinarily invisible.

•

She feels as if her success is being blocked by an invisible barrier.

Source: Merriam Webster Dictionary

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Review and analysis of few blog posts published on the topic of â&#x20AC;&#x2DC;invisible designâ&#x20AC;&#x2122;.

A practical guide to invisible design

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Importance of invisible design

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A practical guide to invisible design http://www.fastcodesign.com/3056290/a-practical-guide-to-invisible-design

By Carrie Cousins, Feb, 4 2016 With her Fastcodesign post, Carrie Cousins provides examples from Gmail, Dropbox and Uber for creating user experiences that feed off natural human behavior or interaction systems that naturally align with user’s mental models.

Her point of view is that the interaction system should be designed such that they should help create an illusion that the user’s abilities, not the designers’, allowed for a seamless experience.

Carrie reinforces user centered design processes such as simplifying user flows, clear visuals and forgiving design as a practical guide to invisible design.

While Uber’s simplified sign up process f low for scanning credit card (using card.io integration) is a great example of friction free signup process, since the user is not required to typically pull out the credit card, type in the 14-digit credit card number on the smart phone. Instead the user is given a choice to just take a photo of credit card.

This interaction definitely helps the user, but is this really invisible design?

The simplified sign up process is not the only user f low that makes the Uber experience seamless.

This simplified sign up process is but a fractional interaction of the overall app experience within the entire service design ecosystem offered by Uber.

Uber is known to be a highly imaginative and disruptive company that provides a service and an app that is delightful and one that works for the user. Uber provides an app that fundamentally changed the way we book, meet and pay for a ride.

The behind-the-scenes mechanics that offer a seamless experience to the user, addressed many of the existing issues pertaining to the analogous taxi experience.

Friction free onboarding, stripping the process of booking a car to its bare essentials with simple interactions, use of real-time analytics to provide fare estimates, driver location and estimated time to pick-up, calculating pricing based on market driven forces of supply and demand. Uber also looks at past data to anticipate driver shortages, so that they can proactively launch targeted campaigns to stimulate supply.

Source: http://www.slideshare.net/HamishVallabh/8-things-uber-can-teach-you-about-product-design 5/12/16

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The importance of invisible design https://www.thoughtworks.com/insights/blog/importance-invisible-design

By Megan Louw, Jun, 9 2015 Experience Design Consultant Megan refers to Don Norman’s UX principle from his book The Design of Everyday Things – affordances and signifiers to aide a fluid user experience to make designs not only intuitive but also invisible.

Affordances or signifiers are attributes or inherent characteristics of a well designed UI or a Product.

They are definitely important and crucial because they enable frictionless interaction experience between the user and the product.

In my opinion this is only possible when the UI is designed visible enough with appropriate affordances and signifiers. A chair is designed visibly good to invite use to sit, the button when designed visibly good, invites users to click or tap.

Hence a well thought design is not actually invisible but ‘appropriately visible’.

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2.

What are the different theories & concepts for Invisible Design

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What are the potentially different terms for “Invisible Design” No UI – Golden Krishna, Designer at Google

Zero UI – Andy Goodman, Group Director at Fjord

Slippy UX – Jake Zukowski, Assistant Creative Director at frog design

NUI (Natural User Interface) – Microsoft Research

Taking us away from the tyranny of glowing rectangles and to restore our natural social interactions Almost all of the ‘invisible design’ concepts focus on replacing the screen-based interactions that seek our constant attention with ambient technologies, ambient experiences so that our social interactions are restored leaving us to maintain real connectivity with the people we are with and the places we are in.

However, they each are trying to do this in their own unique way.

Enchanted Objects – David Rose, CEO at Ditto Labs

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The Best Interface is No Interface INVISIBLE DESIGN CONCEPTS In his thought-provoking blog post, Golden Krishna challenges the creative

minds in technology to not just make pretty interfaces or apps, to move beyond screen-based thinking and focus on solving real problems.

What are the different terms and concepts for “Invisible Design”

– Golden Krishna, Designer at Google

“The Best Interface is No Interface.”

– Golden Krishna A design methodology that aims to produce a radically simple technological future without digital interfaces.

• Eliminate interfaces to embrace natural processes • Leverage computers instead of catering to them • Create a system that adapts for people 19

Zero UI and our screen less future INVISIBLE DESIGN CONCEPTS

– Andy Goodman, Group Director at Fjord Goodman’s Zero UI thinking is about getting away from touchscreens, a paradigm where a screen-less, invisible user interface where natural gestures trigger interactions. Zero UI is the design component of technologies such as haptics, computer vision, artificial intelligence and What are the different terms and concepts for “Invisible Design” voice control and they pertain to Internet of things.

“Zero UI – The end of the screen-based interface.”

– Andy Goodman It’s hard to imagine a world not dominated by screens. We are entering a new era of ‘Zero UI’ where Haptic – language of touch, Gestural UI, Ambient Signage, Anticipatory Services, Voice and Thoughts can make systems respond to us.

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Slippy UX

INVISIBLE DESIGN CONCEPTS

– Jake Zukowski, Interaction Design Director at Fjord, former Assistant Creative Director at Frog Design

What are the different terms and concepts for “Invisible Design”

“Slippy UX is meant to define experiences and interactions that are invisible-enough and non-distracting to users.”

– Jake Zukowski, Interaction Design Director at Fjord. Former Assistant Creative Director at Frog Design ‘Slippy UX’ which stands for an antithesis to ‘Sticky UX’. For online experiences there has been a lot of focus on creating experiences that are “sticky”. Slippy UX experience design compels us to design for experiences and scenarios for wearable devices, smart homes, automobiles, services etc. such that only the right amount and type of information is delivered to users.

3.

Interaction Examples Let’s go through a few interaction examples to validate whether an interaction design is truly “invisible”

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Goal: Open a door to either to enter or exit

A normal door

A ‘smart’ door at Target

1.

2.

3.

4.

5.

6.

1.

2.

3.

User walks to the door.

Holds the door handle.

User twists the door knob.

The door unlocks.

User opens the door and walks in.

User pulls the door behind to close it.

EXPLICIT INTERACTION

User walks to the door.

The door senses the user and automatically opens.

User walks in and the door automatically closes.

IMPLICIT INTERACTION

The difference in the above two examples is that in most cases many products, applications or services are designed such that they make the user go through a series of steps (a.k.a. mundane tasks) to get stuff done. Such products can be classified of having ‘explicit interactions’. In the interaction between the user and the product (thing), the product itself remains passive throughout.

However, some products go a step further, they proactively anticipate users’ action and assist them. For e.g. the mall door senses, slides or opens automatically as the user walks up to it and walks through it. It's so natural that the user is not aware that s/he opened the door because it's well designed and automatic. This experience which is aided by ’implicit interaction’ seems not only natural but also delightful and magical.

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EXPLICIT INTERACTION

USER

THING

IMPLICIT INTERACTION

USER

THING

Senses and Anticipates The Target Store door senses the user, and slides or opens automatically as the user walks up to it and walks through it. It's so natural that the user is not aware that s/he opened the door because it's well designed and automatic.

Can the Target Store door be considered as an example for “invisible design”?

No. Because, the Target Store door can “sense” (i.e. it is designed to anticipate) and react.

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Goal: To wash hands

A normal faucet

A ‘hands-free’ faucet

1.

2.

3.

4.

1.

2.

3.

User touches the faucet Lifts, or twists to turn on the faucet Washes hands Touches the faucet to turn off EXPLICIT INTERACTION

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User holds hands below the hands-free faucet The sensor senses the user and opens its valve The faucet closes its valve when it no longer detects the presence of hands.

IMPLICIT INTERACTION

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EXPLICIT INTERACTION

USER

THING

IMPLICIT INTERACTION

USER

THING

Senses and Anticipates The hands-free faucet senses, and opens it’s valve, as the user holds hands below. The faucet closes it’s valve when it no longer detects the presence of hands. This interaction is well designed and automatic.

Can the hands-free faucet be considered as an example for “invisible design”?

No. Because, the hands-free faucet can “sense” (i.e. it is designed to anticipate) and react.

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Goal: Avoid an accident

*Source: http://www.volkswagen.co.uk/technology/proximity-sensing/front-assist

A car with conventional braking system

â&#x20AC;&#x2DC;Front-assistâ&#x20AC;&#x2122; technology by Volkswagen

1.

2.

3.

1.

2.

User is driving the car.

The car in front suddenly slows down or brakes.

The driver has to anticipate and apply brakes to avoid collision.

EXPLICIT INTERACTION

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User is driving the car The Front Assist technology uses radar sensors to measure the distance and relative speed of other vehicles ahead and provides with an early warning system.

If it detects a potential rear-end collision, Front Assist alerts the driver visually and audibly, while also applies the brakes for emergency braking.

IMPLICIT INTERACTION

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EXPLICIT INTERACTION

USER

THING

IMPLICIT INTERACTION

USER

THING

Senses and Anticipates The front-assist technology senses and detects, potential rear-end collision, alerts the driver visually and audibly. It also applies brakes for emergency braking. This interaction is well designed and automatic.

Can the front-assist technology be considered as an example for “invisible design”?

No. Because, the front-assist technology can “sense” (i.e. it is designed to anticipate) and react.

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SENSE Examples we discussed were about a thing that ‘senses’ and ‘anticipates’

USER

THING

EXPLICIT INTERACTION

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USER

THING

IMPLICIT INTERACTION

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Goal: Unlock and get inside a car

A Normal Car

Tesla Model S Car

1.

2.

3.

4.

5.

1.

2.

User walks to the car.

Take out the car keys from your pocket.

Press the unlock key.

Grabs the car door handle and pulls to open Gets inside the car.

EXPLICIT INTERACTION

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3.

4.

User walks to the car.

Car senses and knows the key fob and the door handles auto present themselves so that they are ready for the user to hold open.

Gets inside the car.

Closes the door, the door handles retract into the body of the car.

IMPLICIT INTERACTION

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EXPLICIT INTERACTION

USER

THING

IMPLICIT INTERACTION

USER

THING

Knows and Anticipates The Tesla Model S car senses and knows the key fob, the door handles then anticipate i.e. they present themselves, they signify the user that they are ready for the user to hold open.

Can the Tesla Model S door handles be considered as an example for “invisible design”?

No. Because, the Tesla Model S door handles “know” (i.e. they are designed to anticipate) and react.

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Goal: Adjust driverâ&#x20AC;&#x2122;s seat, door mirrors (when you share your car)

*Source: http://ow.ly/4n8kZq

A normal car

BMWâ&#x20AC;&#x2122;s remote key memory

1.

2.

1.

2.

3.

3.

User gets inside the car.

Has to manually adjust mirrors at correct angle, seats in preferred position and adjust the set the climate control system.

If the car is shared with someone, this process has to be repeated every time.

EXPLICIT INTERACTION

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User gets inside the car.

Car senses and knows the key fob.

Key memory automatically returns vehicle settings to your preferences: the mirrors are at the correct angle, and electrically adjustable seat is set in preferred position. The automatic climate control system is set to the cabin temperature and air-flow distribution that you last used.

Each driver is automatically recognized by his or her key.

IMPLICIT INTERACTION

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EXPLICIT INTERACTION

USER

THING

IMPLICIT INTERACTION

USER

THING

Knows and Anticipates The BMW’s car memory senses and knows the key fob, and return the vehicle settings to your preferences – it adjusts the seat, mirrors, climate control.

Can the BMW’s car memory be considered as an example for “invisible design”?

No. Because, the BMWs car memory “knows” (i.e. it is designed to anticipate) and reacts.

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Goal: Checking into the hotel room

*Source: https://www.spgpromos.com/keyless/

Checking in a traditional hotel 1.

2.

3.

4.

5.

The traveler arrives at the hotel.

Waits for his turn at the check-in counter.

Customer Service Rep. checks in the traveler, gives access cards.

Traveler goes to the room.

Uses the access card to unlock the door.

EXPLICIT INTERACTION

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Starwoodâ&#x20AC;&#x2122;s Keyless Entry 1.

2.

3.

4.

5.

6.

With the Starwood keyless entry app the traveler can checkin right on the app.

As soon as you enter the property, beacons recognize that you're there.

Traveler verifies identity with a fingerprint (if on an iPhone).

The app provides the room number.

Traveler simply holds phone up to the entranceway to the room.

The door senses and knows, the traveler goes right in.

IMPLICIT INTERACTION

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EXPLICIT INTERACTION

USER

THING

IMPLICIT INTERACTION

USER

THING

Knows and Anticipates The SPG’s Keyless Entry senses and knows the traveler, as s/he enters the property. Once the traveler verifies the identity, the app provides the room number. The room door senses and knows the traveler, and opens the door.

Can the SPG’s Keyless Entry be considered as an example for “invisible design”?

No. Because, the SPG’s Keyless Entry “knows” (i.e. it is designed to anticipate) and reacts.

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KNOW Examples we discussed were about a thing that ‘knows’, identifies or recognizes the user and ’anticipates’

USER

THING

EXPLICIT INTERACTION

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USER

THING

IMPLICIT INTERACTION

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Goal: Withdraw money from an ATM

A normal ATM

Wells Fargo ATM

1.

2.

3.

4.

1.

2.

3.

4.

5.

6.

7.

User goes to the ATM Inserts the ATM card Types in PIN ATM displays options – Withdraw, Deposit, Balances etc.

User picks an option Performs a transaction of cash withdrawal ATM dispenses cash and receipt EXPLICIT INTERACTION

5.

6.

User goes to the ATM Inserts the ATM card Types in PIN ATM proactively presents the most performed action by the user.

User picks ‘that’ option ATM dispenses cash and receipt IMPLICIT INTERACTION

The Wells Fargo ATM creates a personal electronic banking experience for each customer based on his or her transaction history. It learns the actions that the user has frequently used over a period of time and proactively presents the most performed action by the user.

For e.g. if a user performs one particular action like withdrawing $40 every time, s/he visits the ATM, after a period of time the interface proactively displays “$40 Your most used”.

The goal was to enable customers to get to the functions they want faster—by incorporating people’s past behaviors and presenting them with the things they do most, first.

*Source: https://www.ideo.com/work/atm-interface 5/12/16

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EXPLICIT INTERACTION

USER

IMPLICIT INTERACTION

THING USER

THING

Learns and Anticipates The Wells Fargo ATM interface learns the actions that the user has frequently used over a period of time and proactively presents the most performed action by the user..

Can the Wells Fargo ATM interface be considered as an example for “invisible design”?

No. Because, the Wells Fargo ATM interface “learns” (i.e. it is designed to anticipate) and reacts.

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Goal: Regulate the room temperature

A traditional programmable thermostat

Nest Self-Programming Thermostat

1.

1.

2.

2.

3.

Use a traditional programmable thermostat to set the room temperature.

The thermostat then switches the heating system on and off as necessary.

The user has to either manually turn the thermostat on / off or program it such that it controls the temperature as desired.

EXPLICIT INTERACTION

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3.

User uses the Nest thermostat for a week Nestâ&#x20AC;&#x2122;s machine learning algorithm watches when the user turned it up and down, when you liked a certain temperature when you got up, or when you went away.

Once the user starts using it, the Nest thermostat learns, automatically adapts to the season changes and programs itself.

IMPLICIT INTERACTION

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EXPLICIT INTERACTION

USER

IMPLICIT INTERACTION

THING USER

THING

Learns and Anticipates The Nest thermostat observes and learns the actions that the user has performed, automatically adapts to the season changes and programs itself.

Can the Nest Thermostat be considered as an example for “invisible design”?

No. Because, the Nest Thermostat “learns” (i.e. it is designed to anticipate) and reacts.

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Goal: Use a navigation system to drive to work

A traditional navigation system

Waze navigation app

1.

1.

2.

2.

User has to manually input the destination address or initiate a saved destination address The navigation system reacts and displays the directions

EXPLICIT INTERACTION

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3.

User uses the Waze navigation app Over a period of time, Waze learns your frequent destinations, the time you frequently travel to a particular destination.

Waze then proactively asks you for e.g. at 8:00 am in the morning, if you were driving to work?

And displays routes.

IMPLICIT INTERACTION

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EXPLICIT INTERACTION

USER

IMPLICIT INTERACTION

THING USER

THING

Learns and Anticipates Over a period of time Waze app observes and learns frequent destinations, time frequently the user travels to a particular, and proactively asks, if you were driving to that destination and displays routes.

Can the Waze app be considered as an example for “invisible design”?

No. Because, the Waze app “learns” (i.e. it is designed to anticipate) and reacts.

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LEARN Examples we discussed were about a thing or a process that ‘learns’ over a period of time and ‘anticipates’

USER

THING

EXPLICIT INTERACTION

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USER

THING

IMPLICIT INTERACTION

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User Journey of a typical business traveler

Take a cab to the airport

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Reach airport, Do check-in, Security, Boarding

Flight takes off

Reach destination, use rental car to drive to the hotel

Reach hotel, check-in etc.

Attend meetings

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User Journey of a business traveler with Google Now

Take a cab to the airport

Google Now will save the hassle of being late by suggesting a time to head to the airport based upon traffic conditions.

Reach airport, Do check-in, Security, Boarding

Flight check-ins get a reminder card, complete with a boarding pass for airlines that support this.

Flight takes off

Reach destination, use rental car to drive to the hotel

Reach hotel, check-in etc.

Car rental reservation details

Hotel details â&#x20AC;&#x201C; hotelâ&#x20AC;&#x2122;s name, photo, link to call or view map

Attend meetings

Meeting reminder

Google Now anticipates, determines and automatically provides relevant contextual information for the user at a given point in time, without the user having to search and look for it.

Typically these interactions need to be catered for on-the-go user accessing these apps on a smartphone device.

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SENSE

USER

THING

Examples we discussed were about a thing that ‘senses’ and ‘anticipates’

KNOW

USER

THING

Examples we discussed were about a thing that ‘knows’, identifies or recognizes the user and ’anticipates’

LEARN

USER

THING

Examples we discussed were about a thing or a process that ‘learns’ over a period of time and ‘anticipates’ 5/12/16

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WHAT DO THESE EXAMPLES HAVE IN COMMON? DESIGNS, PRODUCTS & SERVICES THAT SUPPORT IMPLICIT INTERACTIONS? THEY SENSE > KNOW > LEARN and... ANTICIPATE

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SENSES

USER

KNOWS

THING

USER

LEARNS

THING

USER

THING

WHAT IS DESIGN THAT SENSES > KNOWS > LEARNS and ANTICIPATES

Anticipatory Experience Design • • • • • 5/12/16

These Designs, Products or Services do not try to eliminate the UI. We as User Experience Designers don’t have to make the design invisible.

The design does not need to disappear, but should be designed appropriately visible.

The UX and the UI should not just react or respond to user but proactively think for the user.

Decisions are made and executed on behalf of the user 48

Anticipation Design: Meaning Literal meaning of the two words

an·tic·i·pa·tion

de·sign

\(ˌ)an-ˌti-sə-ˈpā-shən\ noun noun: anticipation

\di-ˈzīn\ verb verb: design;

•

a feeling of excitement about something that is going to happen

•

•

the act of preparing for something

to plan and make decisions about (something that is being built or created) : to create the plans, drawings, etc., that show how (something) will be made

•

a prior action that takes into account or forestalls a later action

•

to create, fashion, execute, or construct according to plan

•

to make a drawing, pattern, or sketch of

•

to draw the plans for <design a building>

Examples of ‘anticipation’ in a sentence

Examples of ‘design’ in a sentence

•

She had a feeling of great anticipation before her graduation ceremony.

•

A team of engineers designed the new engine.

•

He looked forward to the party with anticipation.

•

Who designed the book's cover?

•

He designed the chair to adjust automatically.

Source: Merriam Webster Dictionary

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Anticipation Design: Meaning Literal meaning of the two words

Based on the literal meaning found inde·sign Merriam Webster dictionary for an·tic·i·pa·tion \(ˌ)an-ˌti-sə-ˈpā-shən\ noun noun: anticipation

verb ‘Anticipation\di-ˈzīn\ Design’ verb: design;

•

a feeling of excitement about something that is going to happen

•

the act of preparing for something

•

•

to plan and make decisions about (something that is being built or created) : to create the plans, drawings, etc., that show how (something) will be made

Anticipatory Design means to means to plan and make decisions (for the user) a prior action that takes into account or forestalls a later action • to create, fashion, execute, or construct according to plan with the act of looking forward.

•

to make a drawing, pattern, or sketch of

•

to draw the plans for <design a building>

Examples of ‘anticipation’ in a sentence

Examples of ‘design’ in a sentence

•

•

•

She had a feeling of great anticipation before her graduation ceremony.

A team of engineers designed the new engine.

This literal meaning of anticipation design sounds so right. The design • Who designed the book's cover?

He looked forward to the party with does not need toanticipation. disappear; neither should it just react or respond but • He designed the chair to adjust automatically. should plan ahead and make decisions for the user.

Source: Merriam Webster Dictionary

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Most of the good Designs, Products or Services that work well do not try to eliminate the UI The design does not need to disappear, but should be appropriately visible

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Nest has a highly visible interface that is designed to anticipate Even if Nest thermostat learns, automatically adapts to the season changes and programs itself, it has a highly visible interface which is supported by well crafted Microinteractions. It uses proximity sensors to know when someone walks in the room, then lights up to show the temperature in a way that is visible at a glance.

The Farsight feature if enabled, helps display useful information like the time of temperature. The Nest thermostat can sense your presence and display information based on how far or close you are. For e.g. if the user is 20 feet away, the thermostat will display glance-able information which is designed large enough to be seen and if the user goes closer, within about 3 feet, the thermostat senses and displays additional information.

Far (up to 20 feet away)

Near (about 3 feet)

Source:s: Nest Farsight: https://nest.com/support/article/What-is-Farsight No to No UI: http://www.elasticspace.com/2013/03/no-to-no-ui Image Source: Features of Nest - http://www.slideshare.net/ansleysudderth/june-2014-socially-helpful Nest at home: http://whalelifestyle.com/daily-digest/the-rise-of-the-internet-of-things/

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User Journey a business traveler lookingcomponent for a ride toof thethe airport Uber’s appofuser interface is a critical well orchestrated service design

User launches Call for a app cab the Uber

App senses, knows Make follow-up andaautomatically callretrieves to ensure that cars for your thecurrent cab is on it’s way location and updates their locations in real-time

User confirms Getlocation, in the cab type of car, credit card details, ETA before requesting the car

User can User gets in the car Reaches the airport Gets the receipt, can Reach the airport Pay for the ride + tips Take the paper receipt watch driver’s rate the driver arrival on the map

USER

Walks to the check-in Walk to or thethe check-in counter gate counter

THING

IMPLICIT INTERACTION Uber ride is a good example of a well orchestrated service design.

And initial steps of requesting for a car follow Anticipatory Experience Design Image Source: http://bellinghamwins.com/welcome-uber/

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Anticipatory Experience Design Geo-location

The goal of Anticipatory Experience Design is to leverage information that is available (with user’s consent) to: •

proactively think for the user,

•

and execute appropriate decisions by applying business logic and algorithm

Actions

Time

Device

DATA

sense + know + learn,

•

User Research

USER BEHAVIOR

Routine

Preferences

User

BUSINESS LOGIC

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Anticipatory Experience Design Important aspects to consider while designing: • Not everything can be automated or anticipated • An interaction, product or a service, has a dialog or conversation with the user • We as designers need to be aware that the goal with anticipatory experience design is to anticipate and design signature moments to make the experience delightful • The design can anticipate only a few aspects, for e.g. Uber app senses, knows and automatically retrieves cars for your current location and updates their locations in real-time, it cannot automatically book a car. If it starts doing that it can potentially be an annoying or a frustrating experience.

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Anticipatory Experience Design Important aspects to consider while designing…continued • User consent is critical aspect while collecting data to avoid user privacy issues and concerns • With anticipatory experience design, a considerable amount of data is collected ubiquitously and continuously about the user and user’s surrounding, which can pose potential privacy challenges • Even if the user provides consent, a lot of information that is collected, transmitted and stored are often considered as personal, private, sensitive and confidential.

There is a common concern with users about disclosure of sensitive information and the lack of control and awareness regarding who has access to the data that is collected.

• While this is a known issue and concern, a concerted effort is required to inform users on what is collected, when and how, and also who has access to this data.

And devise better solutions to secure access to users’ sensitive information.

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Source: Whitepaper on Users’ Privacy Concerns About Wearables impact of form factor, sensors and type of data collected

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Anticipatory Experience Design Deconstructing invisible design, it can be concluded that invisible design is actually â&#x20AC;&#x153;anticipatory designâ&#x20AC;?, that proactively thinks two steps ahead of the user.

The UX and the UI should not just react or respond to user but proactively think for the user. The product or service needs to be designed to be smart enough so that the user has to do least amount of effort to achieve the desired outcome.

As designers we need to observe users, understand the context, the several micromoments within the overall user journey and design microinteractions such that the interaction design makes decisions and executes them on behalf of the user (whenever possible).

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THANK YOU Shekhar Prabhakar Bagawde Final Semester Thesis Master of Arts, Interaction Design, Lindsey Wilson College May 2016