Impact of Complexity on In Car Experience - WardsAutowardsauto.com/site-files/wardsauto.com/.../05/Panel1-VanNieuwkuyk.pdfActive Sound Management Remote Vehicle Diagnostics Smart Intersection

J.D. Power | © 2014 J.D. Power, McGraw Hill Financial. All Rights Reserved.

Mike VanNieuwkuykExecutive Director, Global AutomotiveJ.D. Power

Panel 1:The Next‐Generation HMI

Impact of Complexity on the In‐Car Experience

2 J.D. Power | © 2014 J.D. Power, McGraw Hill Financial. All Rights Reserved.

Quality Redefined Competitive Landscape: The In‐Vehicle Experience

Automotive Trends


Quality Equality

Source: J.D. Power 1987 through 2012 U.S. Initial Quality Study (IQS)

Quality gap between best and worst models

334

220

80 78

1987 1997 2008 2012 2013

Quality as a Differentiator Quality as a Given

Pro

blem

s P

er 1

00 V

ehic

les

(PP

100)


Quality Improvement In The US Market: Last 10 Years

Reported Problems

Overall Vehicle Problems

Reported Problems by Vehicle Category

Interior Problems

Feature / Control / Display Problems

Ride and Handling Problems

Exterior Problems

Tire Problems

HVAC Problems

Engine / Transmission Problems

Seat Problems

Multimedia Problems

Navigation System ProblemsIncreased Complexity

(Design Issues: Soft “Inadequacies”)

Usability has Taken on Greater Importance

Source: J.D. Power


WarrantyCases

Malfunctionsnot brought to

warranty

Soft “Inadequacies” needs addressed but not as

preferred

Missed Opportunities

vehicle misalignment with market expectations

Redefinition of Quality

WarrantyCases

Malfunctionsnot brought to

warranty

Soft “Inadequacies” needs addressed but not as

preferred

Missed Opportunities

vehicle misalignment with market expectations

Traditional Quality Consumer Quality

Design Quality

Consumer Behavior


Quality Equality

Source: J.D. Power 1987 through 2013 U.S. Initial Quality Study (IQS)

Quality gap between best and worst models

334

220

80 78

163

1987 1997 2008 2012 2013

Quality as a Differentiator Quality as a Given

Prob

lems Per 1

00 Veh

icles (PP1

00)

Consumer Defined Quality

2013 Redesigned Quality Study

‐ Added Usability and New

Technologies


17

12

20

23

12

8

17

28

119

7

3

0

5

10

15

20

25

30

2012 2013 2014 2015 2016 2017

Models

New Entry Drops

New minus Drops 0 (16) 9 14 5 5

Redesign 22 28 42 42 37 49Facelift 41 42 43 36 42 49

Increase in New and Refreshed Products

U.S. Model Activity: More Choices, Improved Choices

Sources: J.D. Power and LMC Automotive, March 2014


It’s What’s On The Inside That Counts


Product development and delivery market alignment

Market Driven Content and Delivery

– MARKET MISALIGNMENT

– CONSUMER DISSATISFACTION

– MISSED PROGRAM TARGETS

– NEGATIVE BRAND IMPACTSUPPLIER SOLUTIONS

OEM PLANS

CONSUMEREXPECTATIONS

DEALER DELIVERY SUPPORT/TRAINING

TO REDUCE THE IMPACT OF COMPLEXITY

+ MARKET ALIGNMENT

+ CONSUMER SATISFACTION

+ ACHIEVED PROGRAM TARGETS

+ ENHANCED BRAND IMPACT

+ POSITIVE SUPPLIER PERCEPTION

CONSUMEREXPECTATIONS

SUPPLIER SOLUTIONS

OEM PLANS

– CONSUMER DISSATISFACTION

– MISSED PROGRAM TARGETS

– NEGATIVE BRAND IMPACT

– NEGATIVE SUPPLIER PERCEPTIONOEM PLANS CONSUMER

EXPECTATIONSSUPPLIER SOLUTIONS


Technology Interests and Usability


Individual Technology Interest Technology Category Average

Percen

t Definite

ly/Proba

bly Interested

Highest interest categories with

moderate variability among the individual technologies

Lowest interest categories with very little variability

among individual technologies

Large variability among the individual technologies within

these categories

Technology Category Interest Rank and Variability

Usability FeaturesSource: J.D. Power 2014 U.S. Emerging Technologies Study


0% 20% 40% 60% 80% 100%

Mobile RouterProgrammable Instrument Cluster

Active Sound ManagementRemote Vehicle Diagnostics

Smart IntersectionLane Departure Prevention System

Blind Spot Detection and Prevention…Electronic Window Tint

Natural Language Voice‐ActivationAutomatic Head Restraint

Voice‐Activated Personal Assistant…Stop/Start System

Predictive MaintenanceWireless Infotainment System Updates

Emergency Braking and SteeringActive Rear‐Spoiler

Enhanced Collision Mitigation SystemWireless Connectivity SystemSmartphone Voice Integration

Lifetime Navigation Map UpdatesActive Wheel ShuttersActive Front Air Dam

Low‐Speed Collision Avoidance SystemNear Field Communication

Cylinder DeactivationSmartphone Navigation Vehicle InterfaceAdvanced Accident Notification System

Wireless Charging StationActive Shutter Grille Vents

Surround View Camera SystemDevice‐Application Link

0% 20% 40% 60% 80% 100%

Hand Gesture Controlled CockpitLaser Headlights

Multi‐user Infotainment SystemTactile Touch Screen

Energy Recovery SuspensionEye Tracking ControlsVehicle Body Control

Speed Limit Assist SystemCustomizable Home Screen

Factory‐Installed Dual‐View Navigation…Adaptive Highbeam AssistBiometric Driver Sensors

In‐wheel MotorAutonomous Driving ModeCloud Online Data Storage

Smart HeadlightsWi‐Fi Direct Pedestrian Detection System

Hand Gesture Controlled SeatSolar Glass Roof

Vehicle Communication SystemTraffic Jam Assist

Enhanced Adaptive Cruise ControlAir‐balance Fragrance Package

Fully Autonomous Parking SystemHand‐Gesture Activated DoorsDrowsiness Detection System

Next Generation Head‐Up Display (HUD)Mobile Router SubscriptionReal‐Time Traffic Updates

Personal Assistance Services (PAS)Percent Definitely/Probably Interested

61 New and Emerging Vehicle Technologies

Source: J.D. Power 2014 U.S. Emerging Technologies Study

Data from the 2014 US Automotive Emerging Technologies Study has been removed from this presentation

For more information on the results from this study, please contact:

Mike VanNieuwkuyk [email protected]


Factory‐Installed Navigation Systems

The Impact of Usability


Today’s Navigation Systems are:• More Complex• In All Segments of the

Market• Competing with

Smartphones

Source: J.D. Power & Associates

Reported Problems

Overall Vehicle Problems

Reported Problems by Vehicle Category

Interior Problems

Feature / Control / Display Problems

Ride and Handling Problems

Exterior Problems

Tire Problems

HVAC Problems

Engine / Transmission Problems

Seat Problems

Multimedia Problems

Navigation System Problems

Usability Driving Problem Counts Up for Audio and Navi

Source: J.D. Power


Ease of Use 34%

Routing 19%

Navigation Display

Screen 15%

Speed of System 13%

Voice Directions

10%

Voice Activation

10%

Weights may not sum to 100 due to rounding

2013 Navigation Satisfaction Index Weights Ease of Use and Voice

Activation are the areas of Navigation Satisfaction that

are most aligned with Complexity

“Ease of Use” Accounts for a Third of Navi Satisfaction

Source: J.D. Power 2013 U.S. Navigation Usage and Satisfaction Study


527

623

665

701

739

756

672

400 500 600 700 800 900 1000

Voice Activation

Ease of Use

Voice Directions

Speed of System

Routing

Navigation DisplayScreen

Navigation SystemIndex

Navigation Satisfaction Index FactorsStudy AverageWeight

100%

15%

19%

13%

10%

34%

10%

“Ease of Use” and “Voice Activation” Navi Shortfalls



Control Method Primarily Used for Navigation System Most Preferred Control Method for Navigation System

“Voice Activation” Still a Desired Control Type for Navi


8%

10%

18%

20%

30%

52%

75%

0% 20% 40% 60% 80% 100%

Touchpad Controls withFinger Stylus

Joystick

Hard Buttons

Steering Wheel Control

Dial/Knob

Voice Activation

Touch Screen

2012 2013

13%

10%

14%

28%

20%

65%

69%

0% 20% 40% 60% 80% 100%

Touchpad Controls withFinger Stylus

Joystick

Hard Buttons

Steering Wheel Control

Dial/Knob

Voice Activation

Touch Screen

2013


635

686

573

660

500 550 600 650 700

12 Minute or Less

More Than 12 Minutes

Did Not ReceiveDemonstration

ReceivedDemonstration

635

686

573

660

500 550 600 650 700

12 Minute or Less




635

686

573

660

500 550 600 650 700

12 Minute or Less




494

604

746

0 200 400 600 800

Not At All Helpful

Somewhat Helpful

Very Helpful

Helpfulness of Navigation System Demonstration(among those who received a demonstration)

Navigation System Demonstration

Time Dealer Spent on Demonstration(among those who received a demonstration)

Navigation System Demonstration

Time Dealer Spent on Demonstration(among those who received a demonstration)

Navigation System Ease of Use Index Average Rating: 637

Dealer Delivery can Influence “Ease of Use”



Complexity of Driving



Challenge: Complex Value, Simple Use


Thank You


Impact of Complexity on In Car Experience - WardsAutowardsauto.com/site-files/wardsauto.com/.../05/Panel1-VanNieuwkuyk.pdfActive Sound Management Remote Vehicle Diagnostics Smart Intersection

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