The range of AI-driven devices that communicate via the internet is expanding rapidly. Examples include wearables, activity trackers, digital assistants, smart thermostats, smart refrigerators, televisions, and self-driving cars. Aside from concerns about privacy, the expectations are largely techno-utopian: our lives will become healthier, more affordable, sustainable, secure, and enjoyable. Initially, this may seem to happen automatically. While the "normal" internet requires digital skills to interact with hardware and software, these skills seem less important in IoT and AI environments. After all, data is processed in the background, and decisions are made without user intervention—it's simply a matter of turning on the device and connecting it to the internet. However, it's not that simple. Users are interacting with systems in which devices communicate with each other and with other users, who in turn communicate amongst themselves. The volume of data being collected is growing, and it is becoming increasingly complex. For users, understanding the processes taking place behind the scenes and the rationale behind them will be challenging. While previous technologies required active, conscious user engagement, the Internet of Things relies on passive users who may be unaware of what’s happening or the potential consequences of automated decisions.
We can help you identify the challenges users face when interacting with new technology.