USER ASSISTANCE STRATEGIES FOR IoT APPLICATIONS AKHIL HARIKRISHNAN SURESH SRINIVASAN © 2016, STC INDIA CHAPTER

AGENDA Introduction of Internet of Things How documentation has evolved in IoT era? Why standard documentation is insufficient? New approaches in user assistance for IoT use cases © 2016, STC INDIA CHAPTER

KEY OBJECTIVES Internet of Things (IOT) is the latest buzz word in today’s market and is based on the concept of connecting everything to each other or to the internet. With this growing network of connections, it becomes important for us to see how effectively end users can access documentation. Join our session to learn: Why standard documentation approaches are not sufficient for IoT use cases. The need for advances in UA in IoT world New UA possibilities for IoT use cases. © 2016, STC INDIA CHAPTER

INTRODUCTION TO INTERNET OF THINGS TRANSFORMING THE INFORMATION DISSEMINATION WAYS TO MEET THE NEEDS OF IoT ERA © 2016, STC INDIA CHAPTER

WHAT IS INTERNET OF THINGS? “The Internet of Things (IoT) is the network of physical objects that contain embedded technology to sense and interact with their environment and each other to collect and exchange data to make our lives better.” Sense Analyze Connect Store Share Act Control © 2016, STC INDIA CHAPTER IoT Definition by Gartner, Wikipedia, Digital Trends, and openSAP

WHAT IS INTERNET OF THINGS? “The Internet of Things (IoT) is the network of physical objects that contain embedded technology to communicate and sense or interact with their internal states or the external environment.” Source: Gartner “The Internet of things (IoT) is the network of physical devices, vehicles, buildings, and other items—embedded with electronics, software, sensors, actuators, and network connectivity that enable these objects to collect and exchange data.” Source: Wikipedia © 2016, STC INDIA CHAPTER

IoT STACK IT OT 5 4 3 2 1 1 2 3 4 5 Application platform (SDK to build use case and customer-specific apps ) Data platform (Big Data handling and analytics storage) Connectivity (Integration of operational data with large data-handling assets) Device / Hardware (The “things” in IoT) Applications and analytics (Process integration across broader value chain) Security and integration services 5 4 3 2 1 1 2 OT Event based Real time Data in motion 3 4 IT Query based Non-Real time Data at rest 5 © 2016, STC INDIA CHAPTER

IoT IN THE BUSINESS ERA SMART THINGS SMART DEVICES The external IoT scenarios enable all smart devices and things to be connected wherever they are. Once connected the information can be transformed and new business scenarios can be realized. Connected cities Connected asset management Connected logistics Connected car Connected healthcare Predictive maintenance ……..!!! Connected retail Connected buildings © 2016, STC INDIA CHAPTER

HOW DOCUMENTATION HAS EVOLVED IN IoT ERA? © 2016, STC INDIA CHAPTER

EVOLUTION OF DOCUMENTATION IN IoT Internet of things Internet of content Internet of people If we look more closely at the transition from the third to fourth stages of the industrial revolution, you can see that the Internet straddles both of these eras:   Initially, we saw a machine-to-people connection via an Internet that fostered the dissemination of content. With the advent of social networks, we saw people-to-people connections that changed how we look at the Internet and the notions of collaboration. Today, we’re seeing an era of people-to-machine, machine-to-people, machine-to-machine, and people-to-people connections that engage people, processes, data, and machines in a bidirectional flow of information that will transform what’s possible. This era is the IoT – the ability for machines to monitor, analyze, and truly automate business – in real time.

Rise of the Smart Connected Device 2. Smart Device 1. Device More organizations are planning to collect and process data generated by IoT smart connected devices as a way to maximize the value of their customer facing, revenue generating, devices

IPv6 WHY INTERNET OF THINGS? Moore’s law Big Data analytics as a key enabler to crunch unstructured Data Moore’s law IPv6 3.4*1038 IP addresses Wi-Fi connectivity at very low cost Smart Phone in every hand Source: Open SAP course © 2016, STC INDIA CHAPTER

WHY STANDARD DOCUMENTATION IS INSUFFICIENT? © 2016, STC INDIA CHAPTER

WHY STANDARD DOCUMENTATION IS NOT SUFFICIENT? See examples © 2016, STC INDIA CHAPTER

NEW APPROACHES IN USER ASSISTANCE FOR IoT USE CASES © 2016, STC INDIA CHAPTER

NEW APPROACHES IN USER ASSISTANCE FOR IoT USE CASES Tag Technologies Interactive Graphics Augmented Reality Virtual Reality © 2016, STC INDIA CHAPTER

NEW ADVANCES IN USER ASSISTANCE FOR IoT USE CASES Traditional Documentation Approaches Tag Technologies Interactive Graphics Google Glass; Smart Watches; Augmented Reality; Virtual Reality © 2016, STC INDIA CHAPTER

BEACONS Works on Bluetooth technology Small wireless devices that continuously transmit specific details to a mobile device. Used mainly for indoor positioning (advantage over GPS) Example Scenarios: Retail => Helps the retailer to make the customer aware of the offers and location of items through beacon messages. Based on the customer behavior it helps the retailer to decide on various offers. Aviation => Airlines can help their customers easily identify partner services and their offers. Can help customers to be navigated to their gate. Navigation => Can be used to help the visually challenged with directions. Pavan: Repairing a spare part in a train or aircraft. No internet required. Apps can store the document, which can be later filtered and fetched. © 2016, STC INDIA CHAPTER

NEAR FIELD COMMUNICATION (NFC) Easy network access and data sharing — NFC makes the process of connecting devices easy and intuitive. There’s no lengthy handshaking or data entry requirements. Just tap and go. User control with expressed intent — NFC offers a simple, intuitive means of indicating the user’s intent to initiate action. A quick tap makes it clear. Data security at multiple levels — Wide-open networks allow opportunities for hackers. NFC counters with built-in features that limit opportunities for eavesdropping, and easy-to-deploy options for additional protections to match each use case. The ability to connect the unconnected — NFC solves the problem of unpowered objects that lack network access. By embedding NFC tags in unpowered, unconnected objects, you can add intelligence anywhere. With a tap of an NFC-enabled device, it can open a URL and provide access to online information. Source: http://nfc-forum.org/nfc-and-the-internet-of-things/ Pawan: these are different technologies available. Depending on the scenario you decide which one to be used. Only high end phones have NFC reader. Get an NFC tag and display with an example. These technologies are used to push the content. © 2016, STC INDIA CHAPTER

INTERACTIVE GRAPHICS “A computer graphics system that allows the operator or user to interact with the graphical information presented on the display using one or more of a number of input devices, some of which are aimed at delivering positions relevant to the information being displayed. Almost all computer workstations and personal computer systems are now able to be used interactively.” Source: http://www.encyclopedia.com/ Example: https://www.google.com/insidesearch/howsearchworks/thestory/ http://futureofcarsharing.com/ © 2016, STC INDIA CHAPTER

VIRTUAL REALITY “A realistic and immersive simulation of a three-dimensional environment, created using interactive software and hardware, and experienced or controlled by movement of the body"[1] or as an "immersive, interactive experience generated by a computer". Source: Wikipedia Example: 3D movie Virtual voyage in a retail store Car driving Video games Example scenarios: http://www.cmo.com.au/article/577228/10-examples-virtual-reality-marketing-action/ © 2016, STC INDIA CHAPTER

AUGMENTED REALITY “Augmented reality (AR) is a live direct or indirect view of a physical, real-world environment whose elements are augmented (or supplemented) by computer-generated sensory input such as sound, video, graphics or GPSdata. It is related to a more general concept called mediated reality, in which a view of reality is modified (possibly even diminished rather than augmented) by a computer. As a result, the technology functions by enhancing one’s current perception of reality.[1] By contrast, virtual reality replaces the real world with a simulated one.[2][3] Augmentation is conventionally in real-time and in semantic context with environmental elements, such as sports scores on TV during a match. With the help of advanced AR technology (e.g. adding computer vision and object recognition) the information about the surrounding real world of the user becomes interactive and digitally manipulable”. Source: Wikipedia Example: https://www.youtube.com/watch?v=EAVtHjzQnqY Additional Examples: https://www.youtube.com/watch?v=NqUSfjTSLyo Pavan: Mention about edge case. For example, if an action need to be taken immediately by a user or technician. Railway track repair; closing a door. No failure can be accepted. In industry or mission critical scenarios errors cannot be accepted. There the latest technologies would be used. © 2016, STC INDIA CHAPTER

Watch Demos Additional Examples: https://www.youtube.com/watch?v=NqUSfjTSLyo Pavan: Mention about edge case. For example, if an action need to be taken immediately by a user or technician. Railway track repair; closing a door. No failure can be accepted. In industry or mission critical scenarios errors cannot be accepted. There the latest technologies would be used. © 2016, STC INDIA CHAPTER

THANK YOU! Akhil Harikrishnan akhil.harikrishnan@sap.com +91 8043296426 Suresh Srinivasan suresh.srinivasan02@sap.com +91 8043297029 © 2016, STC INDIA CHAPTER