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    MobileUsabilityWhitePaper

    February2006UserVisionLimited,2006. Allrightsreserved.

    UserVisionLimitedFocusingontheuserexperiencePhone: 01312250850 Fax: 01312253609 Email: info@uservision.co.uk Web: www.uservision.co.uk

    RegisteredinScotlandNo.: 204097. Registeredoffice:55NorthCastleStreet,Edinburgh,EH23QA

    mailto:info@uservision.co.ukmailto:info@uservision.co.uk
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    MobileUsabilityComparison 09/04/2008

    1.ExecutiveSummaryThisWhitePaperreportwascompiledbyusabilityconsultancyUserVision,basedonaresearchstudywhichsetouttoexamine,indetail,theusabilityofmobilephonehandsets.Theaimoftheresearchwastoidentifyexamplesofbestpracticeinhandsetandapplicationdesignandtorecommendareasforimprovement.TheresearchtooktheformofacomparativeusabilityevaluationoffourofthelatesthandsetsfromOrange,Nokia,SamsungandSonyEricsson,allofasimilarspecificationandallrunningontheOrangenetworkforconsistency.Thestudyfocusedonbothproductdesignandapplicationsfromtheenduserperspective;andwasconductedusingninetestsubjectswhohadaminimumthreeyearsexperienceusingamobile,andhadneitherusedorownedanyofthetestphones.Awithin subjects designwasemployedwherethesubjectswereaskedtoperformthreetasksoneachofthefourmobilephonesforwhichtheorderofpresentationwasrandomized.Thetaskswereasfollows:

    Task1:SendingatextmessagetoaspecifiednameinthePhoneBook. Task2:Changingthephonescurrentringtone. Task3:AccessingtodaysnewsfromtheBBCwebsite.

    TheevaluationwasconductedattheUserVisionfacilityduringOctober2005.Theninesubjectswereaskedtoperformeachofthetasksoneachofthefollowingfourmobilephones:

    OrangeSPVE200 Nokia6630 SamsungD500 SonyEricssonS700i

    Themethodologyemployedwasasfollows: Post task questionnairecompletedaftereachtask Post phone questionnairecompletedaftereachindividualphonetest Post test questionnairecompletedaftertestingallfourphones(toprovideacomparison

    betweenthephonestested)Inaseparatebutrelatedpieceofresearchwesurveyed144peopleaboutthefactorsthataremostimportanttothemwhenchoosingaphone. Thesamplewasmadeupoftheninesubjectswhichtookpartintheuser test studyandafurther135respondentsselectedfromUserVisionsdatabase.Thefullresultsofthisresearchstudyarealsoincludedinthisreport.

    UserVisionLimited,2006. Allrightsreserved. Page2

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    MobileUsabilityComparison 09/04/2008

    ObjectivesTheoverallobjectiveofthestudywastogatherempiricalqualitativeandquantitativeevidenceoftheabilityofuserstocompletecommontasksusingarangeofhandsets,andtoidentifyanydifficultiesencountered.Theaimsofthestudywerethereforeasfollows:

    Tocompareandcontrastfourmobilephonehandsetsintermsofbothapplicationandproductdesign Toevaluatetheextenttowhichtheysucceededinattemptingeachtask,andthe

    problemsencountered Toexaminetheextenttowhichusersweredissatisfiedorsatisfiedwiththeoverall

    experience,providingratingsforeachhandset Toinvestigateusersattitudestowardstheperceivedimportanceofarangeofphone

    attributes Togenerateaseriesofusabilityrecommendationsforthedesignofmobilephonehandsets.

    Figures1and2:MobileUsabilityTestingatUserVision

    2.FindingsThissectiondetailsthestudyfindingsforeachofthehandsetsinturn.3.1 OrangeSPVE200UsabilityFindingsGeneral Thehomekeyisanexcellentfeaturebecauseitactsasashortcut(escape)

    outofacomplicatedinterface.Occasionally,subjectsthoughtthehomeiconmightrepresentthehomepageofawebpage.Manysubjectsexpectedtheredhang up buttonwouldtakethembacktothehomescreen.

    Subjectsoftenfoundtheuseofthedirectionalandselectjoysticktobeawkwardandcumbersome,particularlywhenmovingleft,right,upordown.Carryingouttheselectactionwasparticularlyfrustratinganddifficultbecausetheyneededtopressthejoystickdownwards,oftenmistakenlypressinginanotherdirectionasaresult.Occasionallythejoystickwasmistakenlyperceivedtobeaselectbuttonratherthana4directionaljoystick.

    Theiconsatthebottomofthedisplayweregenerallyregardedastoosmalltobeclear,withsubjectsoftenstrugglingtonavigatetothemeventhoughtheyfeltitmustbepossibletogetthere.Whenhighlightedbytheorangesquare,usersoftendidnotrecognisethattherelevanticonhadbeenhighlighted.

    UserVisionLimited,2006. Allrightsreserved. Page3

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    Per

    MobileUsabilityComparison 09/04/2008 NotallsubjectswereabletorelatethestartlabelasreferringtotheMenu.Somesubjects

    thoughtthattherewereonlyfivemainsectionsonthephone;thoseshownatthetopofthehomescreen.Althoughsubjectssuspectedthatthehorizontaliconswereselectable,theywereoftenunabletonegotiatethejoysticktogettotheselectableoptionsbelowtheiconsacrossthetopofthescreen.

    Thedefaulttimerforthebacklightwasfelttotime out tooquickly(between10and15seconds).Task1:Sendingatextmessage. Subjectswereoftenunsurehowtouse/navigatetothebottomhalfofthescreentobegin

    creating/typingatextmessage.AlthoughanInboxoptionisavailablefromtheStartmenu,allsubjectsfeltthatitwasinappropriatetohavetheinboxastheprimaryoptionfortextmessages(andiscontrarytotheirexperience).Theoverallconclusionwasthatitwasillogicaltogototheinboxtocreateanewmessage.

    Thedifficultiesinusingthejoystickmeantthatsubjectsrarelysucceededinselectingtheoptionsunderneaththeicons.ThetextmessagetaskwouldhavebenefitedfromusersabilitytoaccesstheWritenewmessageoptionunderneaththemessageicononthedisplay.Selectingthemessageiconitselftookthesubjecttotheinbox(notdesirable).

    Wheneditingorcreatingatextmessageitwasnotimmediatelyclearhowtodeleteacharacter.Thereturnbuttonwasoftennotidentifiedasthedeletebuttonbecauseitisagoback

    1

    step/screen

    button

    on

    other

    screens/sections/modes.

    Subjects

    only

    resorted

    to

    trying

    the

    returnbuttonintheabsenceofadedicatedcancel(C)button.

    Task2:Changingthecurrentringtone. Showingtheringtonenameonthehomescreen(underneaththeSettingsicon)isgood

    feedbackespeciallyforlettingusersknowthattheyhavechangedtheringtoneorforlettingthemknowthenameofthecurrentringtoneinuse.

    Thereappearedtobenoobviousmethodofpreviewingringtonespriortochangingthem,whichwasntregardedasfavourabletothemajorityofsubjects.

    Task3:AccessingtodaysnewsfromtheBBCwebsite. SubjectswereallfamiliarwiththeinternetExplorericonthereforemakingiteasiertoaccessthe

    webfeature. UserswereabletoaccesstheAddressbaroptiontoenterorspecifytheirownURL.Thisoptionis

    availablebypressingtheMenubutton(softkey)atthebottomrightoftheinternetExplorerscreen.TheuseofthelabelMenufortherighthandsidesoftkeywasnotclearorobviousforindicatingaccesstosub menus. Subjectsthoughtitwouldbeclearerifthelabelwas,forexample,options.

    Subjectsdidnotfeelconfidentwhendisconnectingfromtheinternetbecausetherewasnoclearoptiontodisconnect.Userscandisconnectbypressingtheredhang up button,whichwillreturnthemtothehomescreenofthephone.However,therewasnofeedbackuponpressingthehang up buttonthereforesubjectswerenotconfidentthattheyhaddisconnected.

    RatingsperPhoneAttribute

    UserVisionLimited,2006. Allrightsreserved. Page4

    OrangeSPV E200Key:4=Verygood,3=Good,2=Average,1=Poor,0=Verypoor

    4ser 3ocse 2garev 1A

    0n y e it s y sl u res esig n us aa u l oe u f t p tD q o fa o ist d utt f r fe eo s f bc fu no e a on e omfd E o io o o zr C h i Sizet S P p P

    ec

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    MobileUsabilityComparison 09/04/2008Despitegoodratingsintermsofsizeofdisplayandbuttonstheeaseofuseratingwasrelativelylow.Themainreasonsforthisweretheerraticbehaviourofthejoystickandthedesignoftheapplication.Inthetimepermittedduringthetestingsubjectsdidnotworkouttheshortcutsavailable.Overall,themeanscoreswererelativelylow.Onesurprisingresultisthelowperceptionofquality.Thefitandfinishofthephonewasgoodhowever,andthejoystickusemayhaveimpactedthesubjectsperceptionoverall.

    3.2 Nokia6630UsabilityFindingsGeneral Subjectshadgreatdifficultyidentifyinghowtoaccessthemenuforthe

    phone.TherelevantMenubuttonisunclearduetotheunintuitiveiconwhichsuggestssynchronizationorconnectivitymoresothanmeaningmenu.Subjectsinabilitytoidentifythemenuaccesskeyaffectedtheirperceptionofthephonefromtheoutsetbecausetheycouldnotobviouslylocatethemenu.Theaudibleclickuponpressingthejoypadisgoodfeedbackandgaveconfidencetosubjectsthattheyhadactuallypressedthekey.WhennavigatingtheGridstylemenu,thegraphicaliconsforeachsectionwereshownwiththetextlabelbelowtheicon.Thecombinationofshowingiconswithtextlabelswasbetterthanshowingiconsalone.

    The6630issignificantlydifferenttothenon smart phoneNokia's,thereforethelearningcurvewasslightlyhigherthanexpected.Stumblinguponthemenu,subjectsfeltthattherewerepossiblytoomanyoptions.Manyofthefeatureswereunfamiliar,andmostsubjectsfeltthattheyprobablywouldnotusemanyoftheadvancedfeaturesavailable.Thehorizontaltabstylefornavigatingsub menus isagoodfeatureasitallowsuserstotraverseacrosssecondlevelpeeroptionswithoutnavigatingawayfromthecurrentscreen.

    Task1:Sendingatextmessage. ThePenciliconbuttonwasoftenmisunderstood,withsomethinkingthatitwouldtakethemto

    thetextmessagefacility.Withinthetextmessagefacility,somethoughtthatthePencilbuttonwouldtakethemtothesymbolsmenu.

    TheCreateatextmessagescreenwasunfamiliartosubjects.ItpresentstheToentryfieldabovethemessageentryfield,onthesamescreen.Thismethodofaskingusersfortherecipientdetailsalongwiththemessagewasmostlyunfamiliartosubjectsasmanyparticipantswereusedtoselectingtherecipientaftercomposingthemessage.TonavigatethephonetheNokiausesa

    joypadwhichhasaconcaveindentforthethumbthatcanbepressedtoselectahighlighteditem,orpushedtoanyofthefourdirectionstonavigate.Oftenusersstruggledtograspthattheyneededtomovedown(pressdownonthejoypad)inordertoedit/createamessage.

    Whenediting/creatingatextmessageorwhenenteringaURLaddresswithinthebrowser,subjectswereoftenconfusedandnotconfidentwhenitcametodeletingacharacterorenteringnumbersandsymbols,e.g.commas(,),forwardsslash(/),etc.BetweentheC(cancel)buttonandthehang up buttonusersdidnotknowandwerenotconfidentwhichofthetwokeystopress.

    Searchingthroughthecontactslistwasconfusing.Forexample,whensearchingforJoeSmithunderJ,subjectsarenotsureiftheyarebeingshownalistofthesurnamesorfirstnamesbeginningwithJ.Althoughsubjectssearchbyfirstnamethecontactlistreturnedisdisplayedintheformatofsurnamefirstname(thereisnocommainbetween).

    Althoughthesoftkeyshortcutsareuseful,thosepresentedduringtesting(contactsandcalendar)werenotthemostusefulforthetasksrequiredintheevaluation.However,whensubjects

    could

    not

    locate

    the

    menu

    button,

    for

    sending

    a

    text

    message

    (first

    task)

    they

    went

    throughthecontactslist,foundtheentryforJoeSmithandwereabletosendhimatextthroughthatmethod.

    Task2:Changingthephonescurrentringtone.UserVisionLimited,2006. Allrightsreserved. Page5

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    UserVisionLimited,2006. Allrightsreserved. Page6

    MobileUsabilityComparison 09/04/2008 Tochangetheringtone,userscandosoviatheProfilesfeature/option.However,manyofthe

    subjectswerenotabletogaspthattheyneedtoeditaprofileinordertochangetheringtone. Theconceptofeditingandcustomisingprofilesfortheringtonestaskwasunfamiliarandusually

    notunderstood.Anotherwayofchanging/accessingtheringtonesfeatureisthroughtheFileManager.LocatingthesoundsoptionintheFileManagerfolderwasconfusingtothesubjects.Itwasexpectedthatthiswouldhavebeenlocatedinthesettingsmenuoption.

    Task3:AccessingtodaysnewsfromtheBBCwebsite. TheoptiontoenteraURLisnotshownupfrontandsubjectsdidnotlikebeingtakentotheservice

    providerscontentpagefirst.Subjectsexpressedthattheywouldliketoseetheaddressbarfirst. Theiconontheinternetbuttonwasnotobvioustosubjects.Subjectsfeltthatitwouldbemore

    representativeoftheactiontosynchroniseratherthantoaccesstheinternet.RatingsperPhoneAttribute

    Key:4=Verygood,3=Good,2=Average,1=Poor,0=Verypoor

    Boththecomfortofuseandtheeaseofuseratingswerelowrelativetotheothermetrics.However,theeaseofuseratingwasstillhigherthanboththeSPVandtheSonyEricsson.Thephonefeaturesscorewasalsorelativelylow.Itshouldbepointedoutthisquestionwasdifficulttoanswerfromtheusersperspectiveastheydidnotusemanyofthefeaturesonthephone. Theythereforecouldnotbuildupanaccurateappreciationofallofthefeatures.

    3.3 SonyEricssonS700iUsabilityFindingsGeneral Somesubjectsthoughtthattheswivelactionwasgimmicky.Subjectsdidnot

    o know h w toreveal n mberthe u padatfirst;somet oughth thephonemightbeaclamshellstylephone.The labelMoreisusedtoindicatethattherearefurthersub sections withinthecurrentsection.SomesubjectsdidnotthinktheMorelabelwasobviouseno hforug indicatingtheavailabilityoffurthersubsections.Thecentralbuttononthejoypadwasnotobviousasbeingthemenubutton,n wasor itobviousthatuserscanuseittoselectanoption(intheabsenceofthe selectsoftkey).Onesubjectthoughtthebuttonwasajoystick(evenbeforetheyusedtheOrangeSPVE200phone).When navigating the icon menu system, anassociated text label was

    presented at the top of the screen. The associatedtextlabelatthetopofthescreen was not always noticed. In thatinstance,subjectsfeltthatitwasmorehelpfultopresentthemenuoptionsintextformatbecausetheiconswerenotfamiliaroreasytoidentify.