Smart users, smart homes, and the search for a smarter application : A qualitative study of the usability in a smart home application and how it can be improved

Abstract: Smart home technology and IoT is rapidly gaining popularity, and many systems use mobile applications to control the hardware in the homes of the owners. Connective created by Indentive is one such system, which allows users to control things like the temperature in their homes via their smartphones. However, the usability of applications such as this one can be limited, which leads to frustration and even loss of interest for the users. This can result in critical implications for the company producing such a system – both economically and in regards to popularity. It is therefore important for companies to detect issues with their systems early on in order to address these issues and prevent negative implications. Connective was thus tested in a qualitative study using contextual inquiries with 7 participants. The data from the inquiries was then structured through thematic analysis, and the usability of the application was also tested using SUS-evaluation. Wireframe suggestions for changes to the application were then brainstormed with the thematic analysis and the result of the SUS in mind. Major issues that were addressed were access to help, information, the layout, the handling of errors, and feedback. Future studies should include further, more in-depth qualitative studies, perhaps in combination with quantitative data, to further improve and develop the wireframe-suggestions into working prototypes that can then be user tested.