USER EXPERIENCE LEARNINGS 2020
What really matters to the user in the vehicle
In a test setting we determined the runtimes of signals between app and vehicle and back to the app. After a few attempts, the trust in the examined service, which allows opening and closing the car via app, was large enough so that the real key remained in the car permanently. But exactly after this the service failed, the car refused every command of the app, and one of our experts had to climb through the open sunroof to open the car from the inside again.
The possibilities offered by a vehicle connected to the Internet, such as keyless car sharing within the family, can make life much easier. But as always, the services must be reliable and remain easily comprehensible.
Lesson #4 – Vehicle apps, which every manufacturer nowadays provides so users can trigger various vehicle functions are fine perks. Reliability and good performance are the most important requirements for these functions to be used and to be fun to use.
In a selected test case for voice control in a vehicle, our test persons experienced various use cases for opening the trunk and sunroof. Not only our test persons, but us too were surprised when the request “Open the trunk” was processed regularly and without error message by searching for “coffee & tea” in the navigation system. (Original input language German)
There is no doubt that voice control in the vehicle provides easy access to vehicle functionalities if it works smoothly. Nevertheless, incorrect execution of desired voice commands leads to increased distraction for drivers and does not provide the anticipated relief.
Lesson #5 – Voice control exists today in many places in both private and business environments. Inside the vehicle, the requirements are at least as high as for the operation of smartphones or intelligent speakers. Operation must be simple and intuitive so that the attention of the driver remains focused on the road.
Before the actual test began, our test persons got into the vehicle to sit in the driver’s seat. However, a problem already arose when one of the test persons could not figure out how to open the door. This new vehicle model simply lacked the recessed grip – the grip is operated in a new way by tilting. Only after explicit explanation the eye-opener took place and the door could be opened.
If users do not immediately understand how to use a product, they have often formed a different mental model for it. To better understand such operating problems, it is helpful for developers to know these existing models.
Lesson #6 – People work with mental models, which means they recognize processes and interactions according to familiar patterns. If these familiar or learned patterns are interrupted, for example for design reasons, targeted visual and verbal assistance must be provided.
CONCLUSION
Our experiences illustrate the significant insights that user-centric design and testing of solutions can provide. Essential for the entire project is the initial analysis of the intended target group: Which people will use the product? What are their needs? What is their motivation? What is their previous knowledge and what thoughts and feelings are they occupied with? This knowledge about the potential users serves to make well-founded design decisions to meet the desired needs.
User knowledge is also necessary for the selection of the test persons for our numerous tests and benchmarks. Only with potential users we can generate meaningful results and ultimately come closer to our goal of designing products that provide a better user experience.