Mobile service experiences: qualitative study with a broader perspective

Authors:
Teresa Sarmento;Lia Patrício
Affiliations:
Faculty of Engineering, University of Porto, Porto, Portugal;Faculty of Engineering, University of Porto, Porto, Portugal
Venue:
Proceedings of the 12th international conference on Human computer interaction with mobile devices and services
Year:
2010

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Abstract

The increasing usage of mobile technologies for service provision has created the need to understand customer mobile service experiences and to integrate designer's and technology's perspectives for the design of successful mobile services. This paper presents the results of a qualitative study with 44 mobile service customers, providing an in-depth understanding of the experience factors that contribute to design improved mobile services. The study' results indicate that traditional interface factors, such as usefulness and ease of use, continue to be important. However, the study reveals that contextual factors, such as the social environment and service atmosphere, are very important for the mobile service experience. These results reinforce the need to adopt a broader view of the experience factors for the effective design of mobile services.