Consumer Requirement for the Smart House

1. Consumer Requirement for the Smart House Roy Brooker TAHI Conference November 2004

2. Structure of Today's Talk • Introduction to Intertek Research & Performance Testing • Background to Smart Homes research • Results of DTI research project - 20 Essentials for Smart Homes • Ongoing work for CENELEC SmartHouse “Code of Practice”

3. Intertek RPT Who are we? • Ex Consumers’ Association Research & Testing Centre • Now part of the ETL Semko Division of Intertek Group What do we do? • Test products for consumers' associations, retailers, manufacturers, importers, NGOs, and research for government How do we do it? • Testing largely based on consumer habits/needs Why do we do it? • To improve products, services and information for consumers

4. How do we do it? • Fridge-freezer testing at a range of ambient temperatures to find the most efficient models with the best performance characteristics • Syringe oven testing to find safe and effective methods of disposing of used syringes for Non-Governmental Organisations such as World Health Organisation

5. How do we do it? • Testing of services such as ISPs, broadcast TV, retailer advice, Internet filters, Photo processing, etc • Acoustic measurements of consumer products. Sound pressure levels, sound power levels, sound quality.

6. How do we do it? • Testing based on consumer habits and needs with our User Panel • Performance and usability testing of consumer electronic products. TV, audio, computers, telephones,cameras and gadgets in general.

7. Smart Homes Projects • Testing of Social Alarms for Ricability. • Consumers’ Association research in 2000 for Joseph Rowntree Foundation on market potential for smart homes. • ANEC’s “Consumer Requirements in Information and Communications Technology” – Smart House section. • The “Which? Guide to Going Digital” book published 2001 • Project on smart home safety for Consumers’ Association in 2001 • NextWave DTI project on consumer requirements for smart homes delivered in 2004. • CENELEC SmartHouse Code of practice – “Consumer Requirements” section (in association with ANEC).

8. Smart Homes Projects • Testing of Social Alarms for Ricability. • Consumers’ Association research in 2000 for Joseph Rowntree Foundation on market potential for smart homes. • ANEC’s “Consumer Requirements in Information and Communications Technology” – Smart House section. • The “Which? Guide to Going Digital” book published 2001 • Project on smart home safety for Consumers’ Association in 2001 • NextWave DTI project on consumer requirements for smart homes delivered in 2004. • CENELEC SmartHouse Code of practice – “Consumer Requirements” section (in association with ANEC).

9. DTI Project - Aims • To gather information and opinions form consumers and consumer groups to inform the development of Smart Home technology • To highlight any areas of concern • To highlight any areas of particular interest for identified groups of consumers • To identify priorities for future research

10. Research Methods • Consumer questionnaires – Intertek User Panel and Forum for Assistive Technology • Consumer representative meetings – face to face meetings with representative groups • Stakeholder meetings – face to face meetings with stakeholders • Smart Homes in Scandinavia – research commissioned to look at developments in Scandinavian countries • Consumer focus groups – held at “Orange at Home” in Hatfield

11. Orange At Home Hatfield Consumer Focus Groups

12. 30 consumer questions

13. TOP 10 30 consumer questions

14. Q.1 What is in it for me? • Consumers on the whole have very little knowledge about the potential of Smart Home technology. • They are generally open towards the concept but would like more information before they have it in their homes. • Suggested ways of getting the message across: • TV features, documentaries and ‘make-overs’ • Newspaper features • Ideal Home exhibition • Information in High Street stores

15. Q.3 How long will it last? • The current generation of consumer products are often far from ‘durable’. Washing machines have a lifespan of 8 years, and mobile phones of around 18 months. • Consumers can feel frustrated if they buy something and within a matter of weeks or months the next version is available and is faster, sleeker, and cheaper. • Consumers are concerned about initial outlay and depreciation. • They need to know how long a device or system will last. • Maintenance and repair costs are also important.

16. Q.4 What if I don’t have it? • Will traditional devices and services be withdrawn? • Will new devices and services cost more than the old ones? • Will older ‘legacy’ systems continue to be maintained? • What are my options? • Non-technological choices should be available, particularly for independent living.

17. Q.7 What happens if I move? • Can I take it with me? • If I leave it behind, what’s it worth? • What happens to my data when I move? • Can it be easily installed in a new home? • Can it be refurbished for another user? • What information is there for new users of old equipment?

18. Q.8 How secure is it? • Consumers are concerned about privacy and computer ‘hacking’. • Reassurance must be given that their data is private information that is kept secure within the system at all times and will not be given out except with their advance permission. • Systems must be secure against intrusion from people with malicious intent. Suitable security steps must be in place to prevent attack, infiltration and data theft.

19. Q.10 Is it safe? • It is all to easy to conjure up comic images of robots taking over the home and systems going mad. However, consumers have serious concerns about the inherent safety of new devices. • All potential users of a device or service should be considered when it is designed. Any potential safety issues should be addressed in the design process and if they cannot be removed, then they must be highlighted in the users’ information.

20. Q.11 What if it fails? • What happens if some or all of it fails? • What happens to my data if it fails • Is it safe when it fails? • Safety is a key concern, especially for more vulnerable people who should not be left without help if a system fails or malfunctions. • Data backup processes may be necessary to prevent the loss of data from a system should it fail.

21. Q.12 What will it cost? • “Service bundling” may offer apparent cost savings and easy access to a range of services, but must be transparent. • New models of charging for traditional services may be accepted if consumers appreciate other benefits. • People need adequate information to enable them to calculate costs and compare market offerings. • The impact on home insurance costs should also be made clear.

22. Q.13 Can I switch supplier? • Interoperability and compatibility of components, devices and systems are key attributes of many proposed Smart Home devices. • Consumers are concerned that they may be tied to one service provider if they choose a particular range of equipment that best suits their requirements. • Choice is not always an option with local authority provision, but public and private options should be available to all users.

23. Q.18 Snooping or privacy? • Some consumers like the concept that they could monitor their home on CCTV cameras via the Internet, mobile phone, or PDA. • CCTV might be acceptable to watch a baby in the nursery when you are downstairs eating dinner, but it might not be to watch the baby-sitter when you’re out at the pub. • There needs to be a balance struck between the rights of the user and those of anyone monitored by a system.

25. SmartHouse Code of Practice 10 work areas identified researched and written by 10 teams

26. SmartHouse Code of Practice 10 work areas identified researched and written by 10 teams

27. SmartHouse Code of Practice 10 work areas identified researched and written by 10 teams The “Consumer Requirements” section Contributed by ANEC with input from Intertek RPT and European consumer organisations

28. Why it is Important to involve Consumers • Consumers are major stakeholders in smart houses, they must not be under-represented at the industrial and political levels. • Financially attractive solutions must be found to encourage consumers to adopt Smart House technology and services. • For the consumer a smart house can bring increased comfort, convenience, security and energy savings. • Smart Houses can be of particular benefit to the disabled and to the elderly. • Smart Houses are not “another hi-tech gadget”, they will bring significant social changes. • If Smart House technology is to be beneficial to the consumer, standards must ensure ease of installation, operation, safety, privacy and security.

29. Why it is Important to involve Consumers • Consumers are major stakeholders in smart houses, they must not be under-represented at the industrial and political levels. • Financially attractive solutions must be found to encourage consumers to adopt Smart House technology and services. • For the consumer a smart house can bring increased comfort, convenience, security and energy savings. • Smart Houses can be of particular benefit to the disabled and to the elderly. • Smart Houses are not “another hi-tech gadget”, they will bring significant social changes. • If Smart House technology is to be beneficial to the consumer, standards must ensure ease of installation, operation, safety, privacy and security.

30. Why it is Important to involve Consumers • Consumers are major stakeholders in smart houses, they must not be under-represented at the industrial and political levels. • Financially attractive solutions must be found to encourage consumers to adopt Smart House technology and services. • For the consumer a smart house can bring increased comfort, convenience, security and energy savings. • Smart Houses can be of particular benefit to the disabled and to the elderly. • Smart Houses are not “another hi-tech gadget”, they will bring significant social changes. • If Smart House technology is to be beneficial to the consumer, standards must ensure ease of installation, operation, safety, privacy and security.

31. Why it is Important to involve Consumers • Consumers are major stakeholders in smart houses, they must not be under-represented at the industrial and political levels. • Financially attractive solutions must be found to encourage consumers to adopt Smart House technology and services. • For the consumer a smart house can bring increased comfort, convenience, security and energy savings. • Smart Houses can be of particular benefit to the disabled and to the elderly. • Smart Houses are not “another hi-tech gadget”, they will bring significant social changes. • If Smart House technology is to be beneficial to the consumer, standards must ensure ease of installation, operation, safety, privacy and security.

32. Why it is Important to involve Consumers • Consumers are major stakeholders in smart houses, they must not be under-represented at the industrial and political levels. • Financially attractive solutions must be found to encourage consumers to adopt Smart House technology and services. • For the consumer a smart house can bring increased comfort, convenience, security and energy savings. • Smart Houses can be of particular benefit to the disabled and to the elderly. • Smart Houses are not “another hi-tech gadget”, they will bring significant social changes. • If Smart House technology is to be beneficial to the consumer, standards must ensure ease of installation, operation, safety, privacy and security.

33. Why it is Important to involve Consumers • Consumers are major stakeholders in smart houses, they must not be under-represented at the industrial and political levels. • Financially attractive solutions must be found to encourage consumers to adopt Smart House technology and services. • For the consumer a smart house can bring increased comfort, convenience, security and energy savings. • Smart Houses can be of particular benefit to the disabled and to the elderly. • Smart Houses are not “another hi-tech gadget”, they will bring significant social changes. • If Smart House technology is to be beneficial to the consumer, standards must ensure ease of installation, operation, safety, privacy and security.

34. User Issues Cost benefits Design Considerations 1 Comfort and convenience User interfaces Easy to understand and to use Personalisation Design for all

35. User Issues Cost benefits Design Considerations 1 Comfort and convenience User interfaces Easy to understand and to use Personalisation Design for all

36. User Issues Cost benefits Design Considerations 1 Comfort and convenience User interfaces Easy to understand and to use Personalisation Design for all

37. User Issues Cost benefits Design Considerations 1 Comfort and convenience User interfaces Easy to understand and to use Personalisation Design for all

38. User Issues Cost benefits Design Considerations 1 Comfort and convenience User interfaces Easy to understand and to use Personalisation Design for all

39. User Issues Cost benefits Design Considerations 1 Comfort and convenience User interfaces Easy to understand and to use Personalisation Design for all

40. User Issues Cost benefits Design Considerations 1 Comfort and convenience User interfaces Easy to understand and to use Personalisation Design for all

41. Technical Issues Reliability and quality of service Design Considerations 2 Energy consumption Access Interoperability

42. Technical Issues Reliability and quality of service Design Considerations 2 Energy consumption Access Interoperability

43. Technical Issues Reliability and quality of service Design Considerations 2 Energy consumption Access Interoperability

44. Technical Issues Reliability and quality of service Design Considerations 2 Energy consumption Access Interoperability

45. Technical Issues Reliability and quality of service Design Considerations 2 Energy consumption Access Interoperability

46. Social Issues Compatibility with essential services Design Considerations 3 Info-tainment Health Security Privacy Safety

47. Social Issues Compatibility with essential services Design Considerations 3 Info-tainment Health Security Privacy Safety

48. Social Issues Compatibility with essential services Design Considerations 3 Info-tainment Health Security Privacy Safety

49. Social Issues Compatibility with essential services Design Considerations 3 Info-tainment Health Security Privacy Safety

50. Social Issues Compatibility with essential services Design Considerations 3 Info-tainment Health Security Privacy Safety