[Music]
you get in your car you open up the
navigation system whether it’s Google
Maps or Apple Maps or some onboard
system you begin to head to your
destination and then you begin to wonder
am I headed in the right direction been
here once or twice this just doesn’t
really look right anymore
and then you worry your GPS is taking
you astray you open up your mobile
banking app you have all your bills
being paid automatically but have you
ever felt the need to just make sure
they’re actually being paid on time you
get on the back of a motorcycle you feel
the bike accelerate lean into a curve
and you realize that you’ve accepted a
social contract of risk my name is
Lauren / Kaiser I’m a design researcher
who studies people’s emotional
experiences so that we can help
designers create better experiences with
technology and I’d like to continue to
talk about some of these experiences we
have in our daily lives most of us have
traded human interactions with
businesses and services for digital ones
for lots of reasons
convenience efficiency but when I think
about tension with technology I think
about opening up that GPS app and
wondering if I’m headed in the right
direction rather than talking with a
friend of mine about how I should get
there based off of their personal
experiences using their landmarks to
guide my way then I think about opening
up that mobile banking app and wondering
if my bills are being paid on time
rather than walking into my bank and
talking with my teller about the status
of my account both of these are digital
both of these are digital experiences
I’ve traded from human ones for rotten
for reasons like convenience and
efficiency but then I think about a
situation like with a little more risk
like getting on the back of a motorcycle
being a rider myself I have an opinion
of how the bike should slow to a stop or
accelerate how it should take the line
of a curve all of which when I get on
the back of that
recycle I no longer have any control of
I have these personal expectations for
an experience that I have no input into
all I have is the trust with that rider
or in our focus the autonomous vehicle
will meet or exceed my expectations for
that experience we’re currently in a
mobility boom we’re all collectively
dreaming about the potential of these
autonomous vehicles how they’re gonna
save us on fuel help us avoid collisions
how we’re gonna be able to focus on
something other than the road on our
daily commutes but right now technology
is driving these experience developments
and experiences are emotional we focus
so much on how these systems and
products function that we’re forgetting
that how things work and how things look
build how we feel about them creating
our emotional responses to them and so
in order to get this right we have to
have the emotional experiences line up
so that it can meet our expectations
because when we meet these autonomous
experiences for the first time there
will be a moment of truth where you ask
yourself do I desire this and so if the
industry doesn’t land it and you get in
one of these vehicles and you feel
really uncomfortable are you gonna be
able to have all these benefits you’ve
been dreaming about will you be able to
fall asleep in a car if you’re worried
about being injured during that ride
currently mobility is about freedom we
know from our research and expertise
that if you get into a vehicle and you
fail aware and in control you ultimately
feel empowered and free so if you know
what’s going on around you you feel
aware of the road and you feel in
control of that vehicle it responds to
your needs you have this sense of
freedom and empowerment and that stems
from today when you get in a vehicle it
responds to your actions you turn a key
press a button shift the steering wheel
and the vehicle’s behavior shifts
tomorrow when you get into a vehicle it
will no longer respond to all of your
actions you won’t be able to tell it
what to do you only be able to
understand how and why it is doing
something allowing you a sense of
awareness but depriving you a sense of
control will be how these vehicles acts
that will give you that awareness and
control that you need to trust the
system and so currently according to Pew
Research Center
reports that fewer than half of
Americans would willingly ride in a
driverless car mainly because they don’t
trust them to be safe so what could be
supporting this distrust
unpredictability and ambiguity are
universal experienced killers when you
have a pinion of how something should
work like I do when I get in a car and
it doesn’t work that way or you don’t
understand why it’s working the way that
it is it breeds unpredictability and
ambiguity would you feel comfortable in
a situation that you’re unsure about
what’s gonna happen in the end I feel
like my car should be changing lanes and
we should change lanes about now why
isn’t it changing lanes do you trust
that experience this next thought
judgment versus rules you may or may not
be thinking about for those of you in
the audience who are interested in
artificial intelligence is being
discussed a lot but for the rest of us
it’s not really being talked about and
this is the idea of the balance between
judgments and rules as humans we feel
people are good at making judgments and
technology is good at following rules so
what happens when you get your vehicle
and it no longer just follows rules but
it makes judgments for you and what
happens if you don’t agree with those
judgments does that build trust or fear
in frustration and so the future of
mobility is not technical it’s emotional
and we’re in the center of the world’s
attention the smart city initiative is
working on using devices and cars to
connect them together to be aware of
what’s ahead of the road so that drivers
can be aware of potential collisions
they’re working on using camera
technologies in the co2 bus system to
connect to connect them together to help
bus drivers be aware of potential bus
human collisions and they’re working on
using connected electric autonomous
vehicles to get riders to Easton so it’s
not a question of when you’ll have these
autonomous experiences it’s a question
of will you like them when you do so in
order to land this and get the emotional
experience right we have to look at it
from all facets what will it look like
to be a pedestrian a cyclist a
motorcyclist what will happen
you walk out in front of one of these
vehicles what will happen if you change
lanes abruptly what will it look like
for those of us who actually enjoy
driving vehicles and how will our
infrastructure shift our signs are
pavement markers our stoplights it will
be how these vehicles act that create an
emotion result whether we’re considering
it or not we need to be cognizant of
these emotional experiences as these
technologies continue to flood our
vehicles and we need to be looking at
how you feel during these interactions
to shape these experiences and we need
you to question why if you don’t feel
right so when you leave tonight you can
look at your car whether your driver or
passenger I want you to think about how
you feel on the road and then I want you
to think about how you want to feel in
the future on the road because
ultimately you were the ones who will
decide how these vehicles and their
surrounding technologies will be
integrated into our society thank you
[Applause]
you
you get in your car you open up the
navigation system whether it’s Google
Maps or Apple Maps or some onboard
system you begin to head to your
destination and then you begin to wonder
am I headed in the right direction been
here once or twice this just doesn’t
really look right anymore
and then you worry your GPS is taking
you astray you open up your mobile
banking app you have all your bills
being paid automatically but have you
ever felt the need to just make sure
they’re actually being paid on time you
get on the back of a motorcycle you feel
the bike accelerate lean into a curve
and you realize that you’ve accepted a
social contract of risk my name is
Lauren / Kaiser I’m a design researcher
who studies people’s emotional
experiences so that we can help
designers create better experiences with
technology and I’d like to continue to
talk about some of these experiences we
have in our daily lives most of us have
traded human interactions with
businesses and services for digital ones
for lots of reasons
convenience efficiency but when I think
about tension with technology I think
about opening up that GPS app and
wondering if I’m headed in the right
direction rather than talking with a
friend of mine about how I should get
there based off of their personal
experiences using their landmarks to
guide my way then I think about opening
up that mobile banking app and wondering
if my bills are being paid on time
rather than walking into my bank and
talking with my teller about the status
of my account both of these are digital
both of these are digital experiences
I’ve traded from human ones for rotten
for reasons like convenience and
efficiency but then I think about a
situation like with a little more risk
like getting on the back of a motorcycle
being a rider myself I have an opinion
of how the bike should slow to a stop or
accelerate how it should take the line
of a curve all of which when I get on
the back of that
recycle I no longer have any control of
I have these personal expectations for
an experience that I have no input into
all I have is the trust with that rider
or in our focus the autonomous vehicle
will meet or exceed my expectations for
that experience we’re currently in a
mobility boom we’re all collectively
dreaming about the potential of these
autonomous vehicles how they’re gonna
save us on fuel help us avoid collisions
how we’re gonna be able to focus on
something other than the road on our
daily commutes but right now technology
is driving these experience developments
and experiences are emotional we focus
so much on how these systems and
products function that we’re forgetting
that how things work and how things look
build how we feel about them creating
our emotional responses to them and so
in order to get this right we have to
have the emotional experiences line up
so that it can meet our expectations
because when we meet these autonomous
experiences for the first time there
will be a moment of truth where you ask
yourself do I desire this and so if the
industry doesn’t land it and you get in
one of these vehicles and you feel
really uncomfortable are you gonna be
able to have all these benefits you’ve
been dreaming about will you be able to
fall asleep in a car if you’re worried
about being injured during that ride
currently mobility is about freedom we
know from our research and expertise
that if you get into a vehicle and you
fail aware and in control you ultimately
feel empowered and free so if you know
what’s going on around you you feel
aware of the road and you feel in
control of that vehicle it responds to
your needs you have this sense of
freedom and empowerment and that stems
from today when you get in a vehicle it
responds to your actions you turn a key
press a button shift the steering wheel
and the vehicle’s behavior shifts
tomorrow when you get into a vehicle it
will no longer respond to all of your
actions you won’t be able to tell it
what to do you only be able to
understand how and why it is doing
something allowing you a sense of
awareness but depriving you a sense of
control will be how these vehicles acts
that will give you that awareness and
control that you need to trust the
system and so currently according to Pew
Research Center
reports that fewer than half of
Americans would willingly ride in a
driverless car mainly because they don’t
trust them to be safe so what could be
supporting this distrust
unpredictability and ambiguity are
universal experienced killers when you
have a pinion of how something should
work like I do when I get in a car and
it doesn’t work that way or you don’t
understand why it’s working the way that
it is it breeds unpredictability and
ambiguity would you feel comfortable in
a situation that you’re unsure about
what’s gonna happen in the end I feel
like my car should be changing lanes and
we should change lanes about now why
isn’t it changing lanes do you trust
that experience this next thought
judgment versus rules you may or may not
be thinking about for those of you in
the audience who are interested in
artificial intelligence is being
discussed a lot but for the rest of us
it’s not really being talked about and
this is the idea of the balance between
judgments and rules as humans we feel
people are good at making judgments and
technology is good at following rules so
what happens when you get your vehicle
and it no longer just follows rules but
it makes judgments for you and what
happens if you don’t agree with those
judgments does that build trust or fear
in frustration and so the future of
mobility is not technical it’s emotional
and we’re in the center of the world’s
attention the smart city initiative is
working on using devices and cars to
connect them together to be aware of
what’s ahead of the road so that drivers
can be aware of potential collisions
they’re working on using camera
technologies in the co2 bus system to
connect to connect them together to help
bus drivers be aware of potential bus
human collisions and they’re working on
using connected electric autonomous
vehicles to get riders to Easton so it’s
not a question of when you’ll have these
autonomous experiences it’s a question
of will you like them when you do so in
order to land this and get the emotional
experience right we have to look at it
from all facets what will it look like
to be a pedestrian a cyclist a
motorcyclist what will happen
you walk out in front of one of these
vehicles what will happen if you change
lanes abruptly what will it look like
for those of us who actually enjoy
driving vehicles and how will our
infrastructure shift our signs are
pavement markers our stoplights it will
be how these vehicles act that create an
emotion result whether we’re considering
it or not we need to be cognizant of
these emotional experiences as these
technologies continue to flood our
vehicles and we need to be looking at
how you feel during these interactions
to shape these experiences and we need
you to question why if you don’t feel
right so when you leave tonight you can
look at your car whether your driver or
passenger I want you to think about how
you feel on the road and then I want you
to think about how you want to feel in
the future on the road because
ultimately you were the ones who will
decide how these vehicles and their
surrounding technologies will be
integrated into our society thank you
[Applause]
you
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