building consumer trust in technology
TRANSCRIPT
Building Consumer Trust in Technology
Renee Stephens
Vice President, U.S. Auto Quality
Kristin Kolodge
Executive Director, Driver Interaction and HMI
Increasing penetration of features in new vehicles
Source: J.D. Power Initial Quality Study (IQS)
93%
63% 62%
42% 42%
29% 21%
16%
96%
72% 67%
46% 48%
36% 25% 21%
Built in Bluetooth Touch Screens Voice RecognitionSystem
Park Assist/BackupWarning
Navigation System Blind SpotMonitoring/Warning
System
Collision Avoidance/AlertSystem
Lane Departure WarningSystem
Consumer Understanding of Technology Contained in their Vehicle – Industry
2014 2015
Highest and lowest consumer satisfaction
Collision Protection
Navigation
Source: J.D. Power 2015 DrIVE 1st Gear
69% of consumers who have this and use it
every time they drive
Blind Spot Warning and Detection
Source: J.D. Power 2015 DrIVE 1st Gear
Several technologies leave consumers unsure if they have it or not
14%
Source: J.D. Power 2015 DrIVE 1st Gear
Technologies they have but “never use” indicates lost value
30%
31%
32%
33%
35%
38%
43%
Smartphone to vehicle functions
Rear seat entertainment system
Built-in apps
Head-up display
Automatic parking system
In-vehicle mobile router
In-vehicle concierge services
Source: J.D. Power 2015 DrIVE 1st Gear
Dealer demonstration has a positive impact on consumer usage of the technology
21% In-vehicle mobile router
Heads-up display
Source: J.D. Power 2015 DrIVE 1st Gear
Consumers’ trial period for in-vehicle technology is short
% only tried feature for 1 month or less for those that chose to use an alternative device
In-vehicle Phone Dialing 73%
In-vehicle Concierge Services 75%
Built-in Apps 86%
Source: J.D. Power 2015 DrIVE 1st Gear
Usage exploration
Have Not Have it
Use Not Use it
No Future Interest
Future Interest
Future interest?
Why Not? Future Interest?
Why Not?
Source: J.D. Power 2015 DrIVE 1st Gear
Built-in Apps consumer reported penetration rate
33% Have
21% Don’t Know
Source: J.D. Power 2015 DrIVE 1st Gear
33% of consumers use the Owner’s Manual to learn how to operate this tech
14% of consumers had prior experience with Built-in Apps
Source: J.D. Power 2015 DrIVE 1st Gear
68% of consumers are using Built-in Apps
14%
12%
15%
27%
32%
I use this every time I drive
More than half of the time I drive
About half of the time I drive
Less than half of the time I drive
I never use this
I do not need it
77%
Reason for Never Using
Source: J.D. Power 2015 DrIVE 1st Gear
Future desire improves, but opportunity exists to retain existing consumers
Want 48%
Don't know 20%
All Respondents Future Interest, Regardless of Ownership
Do not want 32%
Want 67%
Don't know 14%
Current App Owners Future Interest
Do not want 19%
• 48% did not find feature useful
• 31% did not want the feature on current vehicle, but it came as part of the package
• 11% not worth the money
Source: J.D. Power 2015 DrIVE 1st Gear
Consumers report these categories as difficult to use…
13% 16% 25% 28% 32%
Industry
Source: J.D. Power 2015 DrIVE 1st Gear
…Gen Y reports the most usability issues
13% 13% 20% 21% 27%
Pre-Boomers
Source: J.D. Power 2015 DrIVE 1st Gear
11% 22% 39% 35% 34%
Gen Y
Strong acceptance of techs that reduce the driving burden
40%
33%
30%
30%
25%
Blind Spot Detection and Prevention
Night Vision
Enhanced Collision Mitigation System
Camera Rear-View Mirror
Self-Healing Paint
2015 Most Frequently Selected as Most Preferred
Building blocks to fully autonomous
Source: J.D. Power 2015 U.S. Tech Choice Study SM
Generation Y Generation X
87% 79%
76% 81%
$97k $123k
$108k $89k
Interest by Age
Who wants a Collision Protection Avoidance Technology on their next vehicle?
Source: J.D. Power 2015 U.S. Tech Choice Study SM
Boomers Pre-Boomers
2025
Large disparity between customers who want Collision Protection technologies versus those that have it
46%
32% 31% 23%
18%
3%
82% 87%
71% 71% 69%
45%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Park assist Blind spot warningand detection
Adaptive cruisecontrol
Low-speed collisionavoidance
Lane-keeping /centering system
Automatic parkingsystem
% o
f R
esp
on
den
ts
Collision Protection Features in Vehicle – Industry
% Have this feature % Want this feature
Source: J.D. Power 2015 DrIVE 1st Gear
Redundant in-vehicle technologies are under scrutiny
Duplication does not meet consumer perceived value
32%
31%
30%
28%
26%
Email Integration
Trailer Connect Assist
Health and Wellness System
Apple's CarPlay Suite
Hidden Door Handles
2015 Most Frequently Selected as Least Preferred
Source: J.D. Power 2015 U.S. Tech Choice Study SM
As phones grow in size and capability, so does their competitive threat to the automotive industry grow
Source: http://www.dailyinfographic.com/mobile-phone-size-evolution
“When it rains or is damp out the side warning light goes on indicating a car is approaching me from the drivers side but there are no cars”
“The blind spot monitoring will fail with a beep and warning message on the center console that Audi side assist is not available. It cannot be turned back on
until the vehicle is shut off and restarted…EXTREMELY dangerous when you expect it to be there when making lane changes and it's not there”
“Once the engine started, the warning ''blind spot assistance is not inoperative'' comes up”
“Intermittently trips off. Lane departure, blind spot monitoring trips off with it and randomly cuts back in 10 to 20 minutes later. Dealer blamed protective front
end film on sensors which was removed. Random intermittent trips still occur.”
“Often indicates a car is in the blindspot when there is not. Or, often does not recognize small cars in the blind spot, especially the Honda Civic”
Of those consumers that had a Blind Spot
Monitoring Problem…
51% Happens Occasionally
Inconsistent performance in safety features can erode trust
False Positive: 41%
False Negative: 23%
Doesn’t Work at All: 45%
Source: J.D. Power 2015 VDS
Role reversal
Driver’s role will change with autonomous driving from:
Active controller
Passive observer
Trust comes in phases
https://www.artefactgroup.com/content/work/hyundai-a-vision-for-semi-autonomous-cars/
Definition of Quality continues to evolve – moving towards trust
Traditional Quality Consumer Quality
Source: J.D. Power 1987 through 2015 U.S. Initial Quality Study (IQS) SM and 2015 DrIVE 1st Gear
Technology emotional trajectory – ideal state
Goal: Simple, intuitive, safe, and easy to use for all – first time
Usability is Paramount to Progression
Thank You!
Renee Stephens│ [email protected] │
1.248.680.6419
Vice President, U.S. Auto Quality
Kristin Kolodge | [email protected] | 1.248.680.6446
Executive Director, Driver Interface and HMI