Someday in the not-too-distant future, Chui says, a customer will be able to walk into the store, grab what she wants and simply leave. It may seem extreme, but IoT portends dramatic change in the customer experience.
“People have said when checkout is working really well, it will feel like stealing,” Chui says. “You grab a pair of shoes and you just walk out.”
A goal of design is to drive out disorder by maximizing both simplicity and complexity. In most designed products, what we respond to best is a rich, layered experience (complexity) combined with ease of use, ease of understanding, or ease of purchase (simplicity).