Mobile service experiences: Qualitative study with a broader perspective

• Type: Article in International Conference Proceedings Book
• Date: 2010

Authors

Sarmento, T (Author) Other; Lia Patrício (Author) FEUP

Conference proceedings International

Title: ACM International Conference Proceeding Series

Pages: 413-414

16th Conference on Pattern Languages of Programs, PLoP09

Chicago, IL, 28 August 2009 through 30 August 2009

Indexing

ISI Proceedings

Scopus - 0 Citations

Scientific classification

FOS: Engineering and technology > Electrical engineering, Electronic engineering, Information engineering

Other information

Authenticus ID: P-007-W6H

DOI: 10.1145/1851600.1851691

Abstract (EN): 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.

Language: English

Type (Professor's evaluation): Scientific