Gartner Research

Strategic Considerations on Zero-Touch UI Design for a Superior Customer Experience

Published: 31 March 2017

ID: G00318142

Analyst(s): Meike Escherich, Roberta Cozza

Summary

Interactions with wearables or IoT endpoints in smart environments such as the connected home, car or smart workplaces will be driven increasingly by no-screen UIs aided by VPAs. Technology strategic planners must shift to a multimodal design approach to create a superior customer experience.

Table Of Contents
  • Impacts

Analysis

Impacts and Recommendations

  • As customer experiences go to a personal universe of sensor and cloud-based devices less reliant on screens for touch input, technology strategic planners need to prepare for a market by 2020 where zero-touch UIs will be available on two billion devices and IoT endpoints
  • With voice as the most natural interface for devices with no screens, technology strategic planners need to look for expertise in natural-language processing and deep learning to create the best customer experience
  • The move toward zero-touch UIs shifts the design focus from the single-device UI to designing for multimodal and multidevice customer experiences; technology strategic planners must ensure a highly user-centric design approach across the entire product development process

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