A superior user-experience is essential for success for any product or service, but given the technical complexities associated with connectivity, it is especially important within the smart home. Ultimately the user experience ties to the frequency of smart home solution usage.

Few consumers purchase smart home devices simply to upgrade their current devices or to replace a broken product. Instead, consumers expect to receive new benefits from smart home device purchases such as enhanced safety and security, remote monitoring, and convenience in the ability to understand and control aspects about the environment. Conveying smart home benefits can be challenging.

The desire for home security and safety benefits continues to be the driving force behind smart home device purchases. While safety, remote access, and costs savings are noted as the primary benefits of smart home devices, consumers also report a willingness to pay for professional monitoring of devices that can prevent or detect property damage and intrusion.

Most device owners see value in connecting a variety of smart home devices to a professional monitoring station. The devices that generate the highest interest are those most easily imagined by consumers to be able to detect fire, water/leaks, or burglaries/intrusions. Monitoring for these use cases aligns well with the insurance industry’s value proposition. There will be continued partnerships announced between insurance providers and connected home devices, and security system providers.

High engagement with smart devices is a key indicator of user satisfaction. Consumers monitoring or controlling their smart devices remotely daily are much more likely to recommend the device to others.

Unique factors impacting Net Promoter Scores (NPS) for specific device types follow:

• A thermostat’s ability to keep householders comfortable while sleeping is the feature that most influences the device’s NPS. The second most important factor is the ability to control the device from a smartphone.
• The ability to lock/unlock the door remotely and quick responsiveness to app commands have the strongest influence on a smart door lock’s NPS.
• The ability to change the color of the lights and the ability to turn lights on/off through an app have the strongest influence on a smart light bulb’s NPS.
• The ability to quickly view real time video through an app and picture quality have the strongest influence on a networked camera’s NPS.

In many cases, device users who are unlikely to recommend their smart home devices to others report infrequent device usage. If manufacturers hope to inspire repeat purchases, they will benefit from identifying those whose usage has declined and discovering why that occurred. With that knowledge, manufacturers can offer additional education about new or unused device features or determine if users need technical support. Ultimately, app design and a good user interface are critical to the success of smart home products.

This is an excerpt from Parks Associates library of proprietary research data and insights. Parks Associates research includes years of work and expertise 

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