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Experimentation in Zero-risk Enviroments with Zero User Interface Enabler Technologies

Zero UI enabler technologies such as artificial intelligence and biometrics are changing the way we interact with machines already today. With two real life cases this talk will shed light on how to use those to cater for the ever existing craving of humankind, namely “Convenience” through experimentationn.

Humankind has a craving - it is called “convenience.” Subconsciously we favor the path of least resistance, the path that is intuitive. As the technology advances, our definition of “convenient” changes. As in Maslow’s hierarchy of needs, what used to be a sophisticated need and on top of the pyramid is getting closer to the basic level needs on the bottom, in the span of a couple of years.

The good news is; we have realized that the ultimate convenience is possible. It will be achieved when there is no digital or physical experience, it is just the user experience. It is interfaceless, deviceless, in an environment that reacts proactively to a user’s presence.

The enabler of this is what I call the Zero User Interface Enablers. Face Recognition, for example, imitates how we recognize each other. Object recognition imitates how we identify our surroundings. Smart assistants imitate how we retrieve information from each other.

The bad news is; there are challenges associated with these technologies. They don’t come with best practices to consult from a user experience point of view.

Then there is the business case: How do you create a business case for face recognition, which has ambiguous horizons and ROI, when no one else has done it before?

All in all, rapid change in customers’ understanding of convenience and Zero–UI enablers with no “best practices” calls for experimentation culture that bridges the gap between tech, business, and design. We have implemented a guideline that will enable experimentation even in zero-risk environments such as airports and banks:

• First impressions matter; start with the most convenient experience, even when the tech is not there yet

• Set small but scalable KPIs that will build the business case

• You need a minimum of everything that is outside of the scope of experimentation

• Employees & customers are your biggest asset. Involve them and they will give you the best ideas.

Now, imagine an airport that reacts to your presence while you glide through it with no passport or boarding pass. Think of a cafe where you can leave with a cup of coffee without needing phone or wallet. Those are already here today. It all started with an experiment that followed this guideline. Let me tell you the story of walk paced identification at Helsinki Airport, and seamless payment at OP Bank, that set the trends for face recognition.

Tugberk Duman

I am a consultant based in Helsinki, Finland. My passion is to rid people working in the service business of mundane tasks, allowing them concentrate on what really matters - serving the customer. My expertise quite closely aligns with my passion. I work with zero user interface enabler technologies such as biometrics, AI, computer vision on daily basis.

After identifying our tendency to design interactions that as intuitive as possible, I have started working on biometrics technologies to shape future of human-machine interaction. I started the biometrics business unit at Futurice in 2016 and have been leading the innovation unit since late 2017.

Among my most notable works, first ever Commercial Smart Glass application in Finland for traffic warden, walk paced identification experimentation at Helsinki Airport, and zero user-interface payments powered by face recognition with one of the largest banks in the Nordics.

I have always employed user friendly, GDPR compliant, ethical principals with my work around said technologies. I share this experience and my methods on revealing the full potential of emerging technology on stage quite frequently. Please check my website to see some of these event that I was invited as a speaker.

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