INTERNET on MOBILES: EVOLUTION of USABILITY and USER EXPERIENCE Doctoral Dissertation

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INTERNET on MOBILES: EVOLUTION of USABILITY and USER EXPERIENCE Doctoral Dissertation View metadata, citation and similar papers at core.ac.uk brought to you by CORE provided by Aaltodoc Publication Archive TKK Dissertations 200 Espoo 2009 INTERNET ON MOBILES: EVOLUTION OF USABILITY AND USER EXPERIENCE Doctoral Dissertation Anne Kaikkonen Helsinki University of Technology Faculty of Information and Natural Sciences Department of Computer Science and Engineering Nokia Corporation TKK Dissertations 200 Espoo 2009 INTERNET ON MOBILES: EVOLUTION OF USABILITY AND USER EXPERIENCE Doctoral Dissertation Anne Kaikkonen Dissertation for the degree of Doctor of Philosophy to be presented with due permission of the Faculty of Information and Natural Sciences for public examination and debate in Auditorium T2 at Helsinki University of Technology (Espoo, Finland) on the 11th of December, 2009, at 12 noon. Helsinki University of Technology Faculty of Information and Natural Sciences Department of Computer Science and Engineering Teknillinen korkeakoulu Informaatio- ja luonnontieteiden tiedekunta Tietotekniikan laitos Nokia Corporation Distribution: Helsinki University of Technology Faculty of Information and Natural Sciences Department of Computer Science and Engineering P.O. Box 5400 FI - 02015 TKK FINLAND URL: http://www.cse.tkk.fi/ Tel. +358-9-47001 E-mail: [email protected] © 2009 Anne Kaikkonen ISBN 978-952-248-189-4 ISBN 978-952-248-190-0 (PDF) ISSN 1795-2239 ISSN 1795-4584 (PDF) URL: http://lib.tkk.fi/Diss/2009/isbn9789522481900/ TKK-DISS-2681 Multiprint Oy Helsinki 2009 AB HELSINKI UNIVERSITY OF TECHNOLOGY ABSTRACT OF DOCTORAL DISSERTATION P.O. BOX 1000, FI-02015 TKK http://www.tkk.fi Author Anne Kaikkonen Name of the dissertation Internet on Mobiles: Evolution of Usability and User Experience Manuscript submitted May 5, 2009 Date of the dissertation December 11, 2009 Monograph Article dissertation (summary + original articles) Faculty Faculty of Information and Natural Sciences Department Department of Computer Science and Engineering Field of research Usability Opponent(s) Prof. Kari Kuutti, Dr. Mark Dunlop Supervisor Prof. Marko Nieminen The mobile Internet is no longer a new phenomenon; the first mobile devices supporting web access were introduced over 10 years ago. During the past ten years technology and business infrastructure have evolved and the number of mobile Internet users has increased all over the world. Service user interface, technology and business infrastructure have built a framework for service adaptation: they can act as enablers or as barriers. Users evaluate how the new technology adds value to their life based on multiple factors. This dissertation has its focus in the area of human-computer interaction research and practices. The overall goal of my research has been to improve the usability and the user experience of mobile Internet services. My research has sought answers to questions relevant in service development process. Questions have varied during the years, the main question being: How to design and create mobile Internet services that people can use and want to use? I have sought answers mostly from a human factors perspective, but have also taken the elements form technology and business infrastructure into consideration. In order to answer the questions raised in service development projects, we have investigated the mobile Internet services in the laboratory and in the field. My research has been conducted in various countries in 3 continents: Asia, Europe and North America. These studies revealed differences in mobile Internet use in different countries and between user groups. Studies in this dissertation were conducted between years 1998 and 2007 and show how questions and research methods have evolved during the time. Good service creation requires that all three factors: technology, business infrastructure and users are taken in consideration. When using knowledge on users in decision making, it is important to understand that the different phases of the service development cycle require the different kind of information on users. It is not enough to know about the users, the knowledge about users has to be transferred into decisions. The service has to be easy to use so that people can use it. This is related to usability. Usability is a very important factor in service adoption, but it is not enough. The service has to have relevant content from user perspective. The content is the reason why people want to use the service. In addition to the content and the ease of use, people evaluate the goodness of the service based on many other aspects: the cost, the availability and the reliability of the system for example. A good service is worth trying and after the first experience, is it worth using. These aspects are considered to influence the ‘user experience’ of the system. In this work I use lexical analysis to evaluate how the words “usability” and “user experience” are used in mobile HCI conference papers during the past 10 years. The use of both words has increased during the period and reflects the evolution of research questions and methodology over time Keywords Mobile Internet, usability, user experience, mobile phone ISBN (printed) 978-952-248-189-4 ISSN (printed) 1795-2239 ISBN (pdf) 978-952-248-190-0 ISSN (pdf) 1795-4584 Language English Number of pages 129 + 100 Publisher Helsinki University of Technology (TKK) Department of Computer Science and Engineering Print distribution TKK, Department of Computer Science and Engineering, P.O. Box 5400, FI - 02015 TKK, Finland The dissertation can be read at URL: http://lib.tkk.fi/Diss/2009/isbn9789522481900/ 2 3 AB TEKNILLINEN KORKEAKOULU VÄITÖSKIRJAN TIIVISTELMÄ PL 1000, 02015 TKK http://www.tkk.fi Tekijä Anne Kaikkonen Väitöskirjan nimi Internet on Mobiles: Evolution of Usability and User Experience Käsikirjoituksen päivämäärä 5.5. 2009 Väitöstilaisuuden ajankohta 11.12.2009 Monografia Yhdistelmäväitöskirja (yhteenveto + erillisartikkelit) Tiedekunta Informaatio- ja luonnontieteiden tiedekunta Laitos Tietotekniikan laitos Tutkimusala Käytettävyys Vastaväittäjä(t) Prof. Kari Kuutti, Dr. Mark Dunlop Työn valvoja Prof. Marko Nieminen Internetin käyttö matkapuhelimella ei ole enää uusi ilmiö. Markkinoille tuli matkapuhelimia, joilla pääsi webbiin jo yli 10 vuotta sitten. Vuosien aikana aikana yhä useampi on alkanut käyttää Internettiä matkapuhelimella. Näiden vuosien aikana sekä teknologia että liiketoimintamallit ovat kehittyneet ja muuttuneet. Palvelun käyttöliittymä, teknologia ja liiketoimintamalli voivat toimia sekä palveluadaptaation mahdollistajina että niiden esteinä. Hyödyntäen tietoa näistä, käyttäjät arvioivat palvelun arvoa elämässään. Tämä väitöskirja kuuluu ihmisen ja koneen vuorovaikutuksen tutkimusalaan. Tutkimuksen päämääränä on ollut matkapuhelimella käytettävien Internet palveluiden käytettävyyden ja käyttäjäkokemuksen parantaminen. Tutkimukseni on pyrkinyt vastaamaan nimenomaan tuotekehityksestä nouseviin kysymyksiin. Pääkysymys on ollut: Miten tulisi kehittää ja suunnitella matkapuhelimella käytettäviä Internet palveluita, jotta ihmiset osaisivat ja haluaisivat käyttää niitä? Olen tutkinut aluetta erityisesti ihmisen näkökulmasta, mutta pyrkinyt huomioimaan myös teknologiasta ja liiketoiminnasta nousevia kysymyksiä siltä osin, kuin ne näkyvät loppukäyttäjälle. Saadaksemme vastauksia kysymyksiin, joita palvelukehitysprojekteissa on tullut esiin, olemme tutkineet matkapuhelimella käytettäviä Internet palveluita sekä laboratoriossa että kenttäolosuhteissa. Tutkimukset on tehty useassa maassa, kolmella mantereella: Aasiassa, Euroopassa ja Pohjois-Amerikassa. Tutkimukset ovat paljastaneet eroja mobiilin Internetin käytössä sekä eri maissa että erilaisten käyttäjäryhmien välillä. Väitöskirjaan kuuluvat tutkimukset on tehty vuosien 1998 ja 2007 välillä. Hyvä palvelukehitys edellyttää, että teknologiset, liiketoimintaan ja käyttäjiin liittyvät seikat huomioidaan oikealla painoarvolla päätöksentekotilanteessa. Hyödynnettäessä käyttäjätietoa päätöksentekotilanteessa on tärkeää ymmärtää, että eri tuotekehityksen vaiheissa käyttäjiin liittyvät kysymykset ovat erilaisia ja niihin saadaan vastaukset erilaisilla menetelmillä. Tieto käyttäjistä ei riitä, vaan oleellista on se, miten tietoa osataan hyödyntää päätöksenteossa. Palvelun tulee olla helppokäyttöinen, jotta ihmiset osaisivat sitä käyttää. Tämä kuuluu käytettävyyden osa-alueeseen. Vaikka käytettävyys on tärkeää, se ei yksin takaa sitä, että ihmiset käyttäisivät palvelua. Käyttäjän tulee myös pitää palvelun sisältöä hyödyllisenä. Lisäksi palvelun tulee olla luotettava, sen tulee olla saatavilla ja hinnan tulee olla kohdallaan. Hyvä palvelu on kokeilemisen arvoinen ja kokeilun jälkeen käyttämisen arvoinen. Nämä seikat kuuluvat käyttäjäkokemuksen piiriin. Viime vuosina ihmisen ja koneen vuorovaikutuksen tutkimusala on siirtynyt käytettävyydestä tutkimaan myös käyttäjäkokemusta, koska erityisesti kulutuselektroniikan kehityksessä vaaditaan kokonaisvaltaisempaa ymmärrystä ihmisestä. Tässä työssä selvitän leksikaalisen analyysin avulla miten alan tutkimuspapereissa on viimeisen 10 vuoden aikana käytetty sanoja ”käytettävyys” ja ”käyttäjäkokemus”. Molempien sanojen käyttö on yleistynyt vuosien aikana ja heijastaa hyvin sitä, miten tutkimuskysymykset ja -menetelmät ovat vuosien aikana muuttuneet Asiasanat Mobiili Internet, käytettävyys, käyttäjäkokemus, matkapuhelin ISBN (painettu) 978-952-248-189-4 ISSN (painettu) 1795-2239 ISBN (pdf) 978-952-248-190-0 ISSN (pdf) 1795-4584 Kieli Englanti Sivumäärä 129 + 100 Julkaisija Teknillinen korkeakoulu (TKK), Tietotekniikan
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