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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

HELSINKIUNIVERSITYOFTECHNOLOGY ABSTRACTOFDOCTORALDISSERTATION P.O.BOX1000,FI02015TKK http://www.tkk.fi AuthorAnneKaikkonen Nameofthedissertation InternetonMobiles:EvolutionofUsabilityandUserExperience

ManuscriptsubmittedMay5,2009 DateofthedissertationDecember11,2009

Monograph Articledissertation(summary+originalarticles)

FacultyFacultyofInformationandNaturalSciences DepartmentDepartmentofComputerScienceandEngineering FieldofresearchUsability Opponent(s)Prof.KariKuutti,Dr.MarkDunlop SupervisorProf.MarkoNieminen ThemobileInternetisnolongeranewphenomenon;thefirstmobiledevicessupportingwebaccesswereintroducedover 10yearsago.Duringthepasttenyearstechnologyandbusinessinfrastructurehaveevolvedandthenumberofmobile Internetusershasincreasedallovertheworld.Serviceuserinterface,technologyandbusinessinfrastructurehavebuilta frameworkforserviceadaptation:theycanactasenablersorasbarriers.Usersevaluatehowthenewtechnologyadds valuetotheirlifebasedonmultiplefactors. Thisdissertationhasitsfocusintheareaofhumancomputerinteractionresearchandpractices.Theoverallgoalofmy researchhasbeentoimprovetheusabilityandtheuserexperienceofmobileInternetservices.Myresearchhassought answerstoquestionsrelevantinservicedevelopmentprocess.Questionshavevariedduringtheyears,themainquestion being:HowtodesignandcreatemobileInternetservicesthatpeoplecanuseandwanttouse?Ihavesoughtanswers mostlyfromahumanfactorsperspective,buthavealsotakentheelementsformtechnologyandbusinessinfrastructureinto consideration.Inordertoanswerthequestionsraisedinservicedevelopmentprojects,wehaveinvestigatedthemobile Internetservicesinthelaboratoryandinthefield.Myresearchhasbeenconductedinvariouscountriesin3continents: Asia,EuropeandNorthAmerica.ThesestudiesrevealeddifferencesinmobileInternetuseindifferentcountriesand betweenusergroups.Studiesinthisdissertationwereconductedbetweenyears1998and2007andshowhowquestions andresearchmethodshaveevolvedduringthetime. Goodservicecreationrequiresthatallthreefactors:technology,businessinfrastructureandusersaretakenin consideration.Whenusingknowledgeonusersindecisionmaking,itisimportanttounderstandthatthedifferentphases oftheservicedevelopmentcyclerequirethedifferentkindofinformationonusers.Itisnotenoughtoknowaboutthe users,theknowledgeaboutusershastobetransferredintodecisions. Theservicehastobeeasytousesothatpeoplecanuseit.Thisisrelatedtousability.Usabilityisaveryimportantfactorin serviceadoption,butitisnotenough.Theservicehastohaverelevantcontentfromuserperspective.Thecontentisthe reasonwhypeoplewanttousetheservice.Inadditiontothecontentandtheeaseofuse,peopleevaluatethegoodnessof theservicebasedonmanyotheraspects:thecost,theavailabilityandthereliabilityofthesystemforexample.Agood serviceisworthtryingandafterthefirstexperience,isitworthusing.Theseaspectsareconsideredtoinfluencethe‘user experience’ofthesystem.InthisworkIuselexicalanalysistoevaluatehowthewords“usability”and“userexperience” areusedinmobileHCIconferencepapersduringthepast10years.Theuseofbothwordshasincreasedduringtheperiod andreflectstheevolutionofresearchquestionsandmethodologyovertime KeywordsMobileInternet,usability,userexperience,mobilephone

ISBN(printed)9789522481894 ISSN(printed)17952239

ISBN(pdf)9789522481900 ISSN(pdf) 1795-4584

LanguageEnglish Numberofpages129+100

Publisher Helsinki University of Technology (TKK) Department of Computer Science and Engineering

Printdistribution TKK, Department of Computer Science and Engineering, P.O. Box 5400, FI - 02015 TKK, Finland

Thedissertationcanbereadat URL: http://lib.tkk.fi/Diss/2009/isbn9789522481900/

2

3

AB

TEKNILLINENKORKEAKOULU VÄITÖSKIRJANTIIVISTELMÄ PL1000,02015TKK http://www.tkk.fi TekijäAnneKaikkonen

Väitöskirjannimi InternetonMobiles:EvolutionofUsabilityandUserExperience Käsikirjoituksenpäivämäärä5.5.2009 Väitöstilaisuudenajankohta11.12.2009 Monografia Yhdistelmäväitöskirja(yhteenveto+erillisartikkelit)

TiedekuntaInformaatiojaluonnontieteidentiedekunta LaitosTietotekniikanlaitos TutkimusalaKäytettävyys Vastaväittäjä(t)Prof.KariKuutti,Dr.MarkDunlop TyönvalvojaProf.MarkoNieminen Internetinkäyttömatkapuhelimellaeioleenääuusiilmiö.Markkinoilletulimatkapuhelimia,joillapääsiwebbiinjoyli10 vuottasitten.VuosienaikanaaikanayhäuseampionalkanutkäyttääInternettiämatkapuhelimella.Näidenvuosienaikana sekäteknologiaettäliiketoimintamallitovatkehittyneetjamuuttuneet.Palvelunkäyttöliittymä,teknologiaja liiketoimintamallivoivattoimiasekäpalveluadaptaationmahdollistajinaettäniidenesteinä.Hyödyntäentietoanäistä, käyttäjätarvioivatpalvelunarvoaelämässään. Tämäväitöskirjakuuluuihmisenjakoneenvuorovaikutuksentutkimusalaan.Tutkimuksenpäämääränäonollut matkapuhelimellakäytettävienInternetpalveluidenkäytettävyydenjakäyttäjäkokemuksenparantaminen.Tutkimuksenion pyrkinytvastaamaannimenomaantuotekehityksestänouseviinkysymyksiin.Pääkysymysonollut:Mitentulisikehittääja suunnitellamatkapuhelimellakäytettäviäInternetpalveluita,jottaihmisetosaisivatjahaluaisivatkäyttääniitä?Olen tutkinutaluettaerityisestiihmisennäkökulmasta,muttapyrkinythuomioimaanmyösteknologiastajaliiketoiminnasta nouseviakysymyksiäsiltäosin,kuinnenäkyvätloppukäyttäjälle.Saadaksemmevastauksiakysymyksiin,joita palvelukehitysprojekteissaontullutesiin,olemmetutkineetmatkapuhelimellakäytettäviäInternetpalveluitasekä laboratoriossaettäkenttäolosuhteissa.Tutkimuksetontehtyuseassamaassa,kolmellamantereella:Aasiassa,Euroopassaja PohjoisAmerikassa.TutkimuksetovatpaljastaneeterojamobiilinInternetinkäytössäsekäerimaissaettäerilaisten käyttäjäryhmienvälillä.Väitöskirjaankuuluvattutkimuksetontehtyvuosien1998ja2007välillä. Hyväpalvelukehitysedellyttää,ettäteknologiset,liiketoimintaanjakäyttäjiinliittyvätseikathuomioidaanoikealla painoarvollapäätöksentekotilanteessa.Hyödynnettäessäkäyttäjätietoapäätöksentekotilanteessaontärkeääymmärtää,että erituotekehityksenvaiheissakäyttäjiinliittyvätkysymyksetovaterilaisiajaniihinsaadaanvastaukseterilaisilla menetelmillä.Tietokäyttäjistäeiriitä,vaanoleellistaonse,mitentietoaosataanhyödyntääpäätöksenteossa. Palveluntuleeollahelppokäyttöinen,jottaihmisetosaisivatsitäkäyttää.Tämäkuuluukäytettävyydenosaalueeseen. Vaikkakäytettävyysontärkeää,seeiyksintakaasitä,ettäihmisetkäyttäisivätpalvelua.Käyttäjäntuleemyöspitää palvelunsisältöähyödyllisenä.Lisäksipalveluntuleeollaluotettava,sentuleeollasaatavillajahinnantuleeolla kohdallaan.Hyväpalveluonkokeilemisenarvoinenjakokeilunjälkeenkäyttämisenarvoinen.Nämäseikatkuuluvat käyttäjäkokemuksenpiiriin.Viimevuosinaihmisenjakoneenvuorovaikutuksentutkimusalaonsiirtynytkäytettävyydestä tutkimaanmyöskäyttäjäkokemusta,koskaerityisestikulutuselektroniikankehityksessävaaditaankokonaisvaltaisempaa ymmärrystäihmisestä.Tässätyössäselvitänleksikaalisenanalyysinavullamitenalantutkimuspapereissaonviimeisen10 vuodenaikanakäytettysanoja”käytettävyys”ja”käyttäjäkokemus”.Molempiensanojenkäyttöonyleistynytvuosien aikanajaheijastaahyvinsitä,mitentutkimuskysymyksetjamenetelmätovatvuosienaikanamuuttuneet AsiasanatMobiiliInternet,käytettävyys,käyttäjäkokemus,matkapuhelin

ISBN(painettu)9789522481894 ISSN(painettu)17952239

ISBN(pdf)9789522481900 ISSN(pdf)1795-4584

KieliEnglanti Sivumäärä129+100

JulkaisijaTeknillinenkorkeakoulu(TKK),Tietotekniikanlaitos

PainetunväitöskirjanjakeluTKK,Tietotekniikanlaitos, P.O. Box 5400, FI - 02015 TKK

Luettavissaverkossaosoitteessa http://lib.tkk.fi/Diss/2009/isbn9789522481900/

4 5 CONTENTS

1. Introduction ...... 17 1.1 HowtheServicesLookfromUsers’Perspective? ...... 17 1.1.1 Usability:MakingServicesthatPeopleCanUse...... 17 1.1.2 WiderPerspective:MakingServicesthatPeopleWanttoUse...... 18 1.1.3 MobileServiceUserEvaluationMethods...... 19 1.2 MyContribution ...... 19 2. WhatisInternetonMobiles?...... 21 2.1 FullWebonMobilePhones ...... 21 2.2 MobileTailoredBrowserAccess ...... 22 2.3 ClientBasedAccess...... 22 3. FromUsabilitytoUserExperience:What,Why,andHow ...... 24 3.1 HowHasUsabilityBeenDefined?...... 24 3.2 WhatisUserExperience?...... 25 3.3 FocusinHCIforMobilesIsSwitchingfromUsabilitytoUserExperience 29 3.4 UsabilityandUserExperienceinProductDevelopment ...... 33 3.5 ScriptsBuildExperienceandExpectation...... 34 4. EvolutionofInternetonMobiles...... 36 4.1 InternetonMobiles–theBeginning ...... 36 4.2 WhathasChangedDuringtheYears?...... 37 4.2.1 EvolvingTechnology ...... 37 4.2.2 EvaluationofValueandUsage ...... 39 4.3 WasWAPaMistake?...... 41 4.4 EvolutionofthePenetrationin6Countries...... 43 4.5 InternetonMobilesSituationToday...... 46 4.6 ChallengesintheFuture ...... 47 4.6.1 BusinessInfrastructure ...... 47 4.6.2 Technology...... 48 4.6.3 NewUserGroupsandEmergingMarkets...... 48 5. EvolutionoftheMethodolodyfromusabilitytouserexperience...... 51 5.1 UserCenteredDesignMethodsinMobileServiceDevelopmentProcess... 51 5.2 MethodsinMyPapersIncludedtoThisWork...... 52 5.2.1 Paper1...... 53 5.2.2 Papers24 ...... 53 5.2.3 Paper5...... 53 5.2.4 Papers6and8...... 54 5.2.5 Paper7...... 54 5.2.6 Paper9...... 54 5.2.7 Papers10and11...... 54 5.3 TheReasonsforMethodologySelection...... 55 5.4 BeginningoftheServiceDevelopmentProcess...... 55 5.4.1 LiteratureReviews...... 55 5.4.2 InterviewsandObservations(FindingouttheUserBehavior) ...... 55 5.5 DuringtheDevelopmentPhaseCreatingandIntegratingUserInterface ... 56 5.5.1 CreatingUsageScenarios...... 56 5.5.2 DesigningPaperPrototypeswithUsers ...... 56 5.5.3 TestingPaperPrototypeswithUsers(LowFidelityTesting) ...... 57 5.5.4 ExpertEvaluations...... 57 5.6 EndoftheDevelopmentPhaseEvaluationoftheUserInterfaceandService ...... 58 5.6.1 UsabilityTestinginLaboratory(HighFidelityPrototypes)...... 58 5.6.2 UsabilityTestingintheField ...... 59 5.7 WhentheServiceIsReady:PreandPostLaunchActivities.Pilotingthe ServiceandFindingouttheRealUsagePatterns...... 59 5.7.1 OnlineSurveys ...... 59 5.7.2 AnalyzingLogData ...... 60 5.7.3 InterviewsandObservations ...... 60 5.8 TheMethodologyEvolutioninPapers ...... 61 6. Conclusions ...... 63 6.1 HowtoMakeMobileInternetServicesthatPeopleCanUseandWanttoUse ...... 63 6.2 WhatKindofDesignProcessshouldbeUsedWhenCreatingServicesthat PeopleCanUseandWanttoUse ?...... 64 6.3 HowtoDesigntheUserInterfaceandInteractionforServicesthatPeopleCan UseandWanttoUse? ...... 66 6.4 WhenItIsEnoughtoEvaluateMobileServiceUsabilityinLaboratoryand WhenItIsBettertoRuntheTestinField,whenDesigningMobileServicesthat PeopleCanUseandWanttoUse? ...... 67 6.5 WhatAretheBarriersofMobileServiceUseCanPeopleUseThemandDo TheyWantto? ...... 67 6.6 WhatKindsofUsagePatternsUsersHavewithMobileServiceswhenUsers CanandWantUsetoThem?...... 68 7. Discussion ...... 69 7.1 HowtoMakethenextMobileInternetSuccessStory?...... 69 7.2 WhytoBelievethatInternetonMobilesHasPotentialinAfrica? ...... 70 7.3 WhattheCompaniesCanDotoMakeTheirMobileOfferingMore SatisfactoryforUsers? ...... 72 References...... 74 Appendix1...... 83 PublicationsUsedinLexicalSemanticsAnalysis ...... 106 FirstWorkshoponHumanComputerInteractionwithMobileDevices,Mobile HCI1998.Glasgow,Scotland ...... 106 SecondWorkshoponHumanComputerInteractionwithMobileDevicesMobile, HCI1999.Edinburgh,Scotland ...... 106 ThirdInternationalWorkshoponHumanComputerInteractionwithMobile DevicesMobileHCI2001.Lille,France ...... 107 FourthInternationalSymposiumonHumanComputerInteractionwithMobile Devices,MobileHCI2002.Pisa,Italy...... 108 FifthInternationalSymposiumonHumanComputerInteractionwithMobile DevicesandServices,MobileHCI2003.Udine,Italy...... 109 6thInternationalConferenceonHumanComputerInteractionwithMobile DevicesandServices,MobileHCI2004.Glascow,Scotland...... 110 7thInternationalConferenceonHumanComputerInteractionwithMobile DevicesandServices,MobileHCI2005.Saltzburg,Austria...... 112 8thInternationalConferenceonHumanComputerInteractionwithMobile DevicesandServices,MobileHCI2006.Espoo,Finland...... 113 9thInternationalConferenceonHumanComputerInteractionwithMobile DevicesandServices,MobileHCI2007.Singapore ...... 114 10thInternationalConferenceonHumanComputerInteractionwithMobile DevicesandServices,MobileHCI2008.Amsterdam,theNetherland...... 116 ConferenceonHumanFactorsinComputingSystems,CHI1998.LosAngeles, California,UnitedStates...... 118 ConferenceonHumanFactorsinComputingSystems,CHI1999.Pittsburgh, Pennsylvania,UnitedStates...... 118 ConferenceonHumanFactorsinComputingSystems,CHI2000.TheHague,the Netherlands...... 118 7 ConferenceonHumanFactorsinComputingSystems,CHI2001.Seattle, Washington...... 119 ConferenceonHumanFactorsinComputingSystems,CHI2002.Minneapolis, Minnesota,USA...... 119 ConferenceonHumanFactorsinComputingSystems,CHI2003.Ft.Lauderdale, Florida,USA...... 120 ConferenceonHumanFactorsinComputingSystems,CHI2004.Vienna,Austria. ...... 121 ConferenceonHumanFactorsinComputingSystems,CHI2005.Portland,OR, USA...... 122 ConferenceonHumanFactorsinComputingSystems,CHI2006.Montréal, Québec,Canada...... 123 ConferenceonHumanFactorsinComputingSystems,CHI2007.SanJose,CA, USA...... 125 ConferenceonHumanFactorsinComputingSystems,CHI2008.Florence,Italy. 127

8 List of figures and tables

Figure1:LandscapeoftheInternetonmobiles Figure2:Differentviewsofthesameserviceonmobiledevices Figure3UserexperiencemodelbyForlizziandFord Figure4UserexperiencemodelbyMäkeläandFultonSuri Figure5UsabilityanduserexperiencemodelbyArhippainen Figure6UserexperiencemodelbyHasselzahlandTractinsky Figure7UserexperiencemodelbyGarrett Figure8UsercentricdesignprocessesfromKaikkonenandWilliams(2000)andISO13407 Figure9Evolutionofuseof‘usability’and‘userexperience’inCHIandMobileHCIconferences Figure10MyInternetusescriptfromyear2000 Figure11MyInternetuseonmobilescriptfromyear2000 Figure12WeatherservicescreenshotsofNokia7110andN95 Figure13MobilephoneandInternetpenetrationsinsixcountries19982007 Figure14MobileInternetpenetrationsin6differentcountriesin19982008 Figure15Rogers’CumulativepenetrationScurve Figure16BBCInternationalWAPuseinJuly2006 Figure17Evolutionoftestfacilitiesinmobileserviceusabilitytesting Figure18ThemethodologycategoriesbyBarkhuusandRode(2007)ontherightandmypapers placedingridintheleft Figure19Evolutionoftechnology,billingmodelandresearchquestionsduringtenyearsofInternet onmobiles Figure20Combinationofthreedifferentdesignprocesses ********** Table1ComparisonofNokia7110andN95mobilephones Table2DifferencesbetweenWAPinEuropeandiModeinJapanin2001 Table3Methodologiesinmypaperspublishedduringyears2000to2009 Table4Developmentphasesanduserinformationneededindifferentphases

9

Preface

IstartedmyworkwithmobileInternetservicedevelopmentin1998,oneyearbeforethe launchofthefirstWAP(WirelessApplicationProtocol)phones.Duringthefirstyears,I moderated WAP workshops together with Nokia’s business consultants. My work was a combinationofresearchandpracticalparticipationinmobileservicedevelopmentprojects. I also participated in a European Communitys project called Wishes, which was investigating ways to develop new mobile services. In that period, there was very little informationavailableonmobileserviceuserinterfacedesign,soinadditiontoprojectwork it was necessary for me to investigate questions arising from these projects. During this period we presented an Industry paper in British HCI (Human –Computer Interaction) conferencewithPirjoTörmänen,fromMeritaBank(currentlyNordea).Igathereddatafrom alltheusabilitytestsIhadbeenrunningduringthefirstyearsandusedthisinformationto createNokia’sfirstWAPuserinterfaceguidelinedocument.LaterVirpiRotoandIwere askedtoupdatethedocument,whenthe markuplanguageforWAPchangedfromWML (WirelessMarkupLanguage)toXHTML(eXtensibleHypertextMarkupLanguage)causing somechangestotheinteractionofservicescreatedwithWAP.Wewerenotabletorunthe testswithservicesofexternalpartners,sowehadtocreateserviceuserinterfacesourselves. AfterthetestswefoundthatthebrowserthathadinitiallybeendesignedforWAP1.1with WMLdidnotworkonWAP2.0withXHTML.Weconductedanotherstudytoseehowthe existingbrowserswouldworkwithHTMLsitesdesignedforcomputerbrowsers.Wefound thatthemobilebrowserneededmajorchangesanddecidedthatVirpiwouldbefocusingon supportingthebrowserdevelopmentandIwouldcontinuetoworkwithservices.

Merita/NordeabankservicewasamongthefirstservicesIhadworkedonwhenstartingmy work in the mobile service area. I was happy when Tuuli Hyvärinen and Mika Hiltunen fromNordeacontactedmeandaskedmetohelpinastudytheywereabouttoconduct.The focusofthestudywastodiscovermobileservicenavigationinformationthatwouldbeused intheimprovementofthemobilesite.Tuuliusedthestudyinhermaster’sthesis.

During the past years, I have been as much a practitioner as a researcher. I have used researchasatooltogetanswerswhenIcouldnotfindthemfromliteratureorguidelines. ThepapersIhavepublisheddemonstratewhatkindofquestionsmobileservicedesignhas faced.Thefirstpapersareaboutuserinterfaceandservicedesign.Aftertheuserinterface focusedpapers,IpublishedpapersonmethodologywithcolleaguesfromTeliaSoneraand Idean. When miniature cameras made it possible to run user tests in the field, we were wonderingifthefieldtestswerereallyworththeeffort.AkiKekäläinen,MihaelCankar, Titti Kallio, Anu Kankainen and I had experiences that made us wonder if there were differences in usability findings in field and laboratory situations. We wrote two papers basedontheempiricaldatawehadgathered.Thesecondpaperwasactuallyrejectedonce fromoneconferenceasonereviewerdidnotwantourresultstobepublished.Thisstudy wasalsoconductedandpaperwrittenfromapracticalpointofview.Itisveryimportantfor a practitioner to use the best method in their work when answering the questions arising duringdevelopment.

ForseveralyearsIparticipatedinmobileservicedesignprojectsindifferentcountries,on threecontinents.Whenevaluatingandtestingtheservicesofdifferentserviceprovidersand networkoperators,Ifoundthatthesame usabilityflaws werefoundeverywhere.Iended external consulting work in 2005 and wanted to have closure to my work. I decided to produceareportsummarizingusabilityproblemsthatwerecommoninmostmobileportals. Evaluationswereconductedwhileworkingonmobileservicedevelopmentprojects.The

10 testedmobileportalsweretheoriginalportalsofthecustomerserviceproviderandtheones oftheirlocalcompetitors.

Costhasalwaysbeenanissueformobileserviceusers.Ithasbeenaveryobviousbarrierin serviceuse,andwasbroughtupbymostusersinthemobileserviceusabilitytestsanduser studies.IwashappytosupportVirpiRotoandothercolleaguestodiscussthisissueina conferencepaperwewrotetogether.

ThereasonforthelaststudyIconductedforthisworkwasalsoverypragmatic.Inpaper4 westudied withVirpiRototheperception oftheweb pagesin narrowlayout,andfound many problems that could be fixed by redesigning the browser. Virpi had worked with browserdevelopersandtheteamsheworkedwithmanagedtoinfluencethedesigninsuch way,thatmanyoftheproblemswefoundwerefixed.Mylaststudyfocusedontheuseof mobilebrowsing,butalsoevaluatedtheexperiencewithNokiaMinimapbrowserandother browsers available for mobile phones. At the time of the study I was working in Nokia Multimedia,thepartofNokiamakingNseriesdevicesattime.NseriesdeviceshadNokia Minimapbrowserandmymanager,HarriKiljander,thoughtthatitwouldbeusefultoget informationonuseandtheexperienceofdifferentbrowsers.

11 Acknowledgements

Thisworkhasbeenalongjourney.Duringtheseyearsmanypeoplehavewalkedwithme,some peopleforalongerperiodoftime,someshorter.Iwanttothankthemallfortheirsupportand companionship.IhavedonemydissertationwhileworkinginNokia,andevenifithasnotbeen easytocombinefamily,workandstudies,itmightnothavebeenpossibleatallwhenworkingin otherkindoforganization.IowethisthesistovariouspeopleinNokia,Nokiaspartners,academia, andhome.

FirstIwanttothankmysupervisor,ProfessorMarkoNieminenfromHelsinkiUniversityof Technology.Withouthispatienceandsupport,Iwouldneverhavecompletedthiswork.

IwashonoredtohaveProfessorKaisaVäänänenVainioMattilafromTampereUniversityof TechnologyandDoctorMattJonesfromSwanseaUniversity,Walesasthepreexaminersofmy dissertation.BothprofessorVäänänenVainioMattilaandDr.Joneshavealongexperienceon mobileusability.Theirconstructiveandvaluablecommentshelpedmeinclarifyingthefocusand finalizethiswork.

Ithasnotalwaysbeeneasytocomposethedoctoralthesiswhileworkinginindustry.Without supportingmanagersitwouldnothavebeenpossibleatall.DuringtheseyearsIhavehadmany managersinNokia;allofthemhavebeenbothgreatmanagersandgoodcolleagues.Myfirstpaper waspublishedwhenPanuKorhonenwasmymanager,andifPanuwouldnothaveencouragedme toorganizetutorialinCHIconference,thisjourneywouldnothavestartedatall.Iamalsograteful forhavingPanuasmymanagerduringthedifficultperiodinmylife.Hisflexibilityandcommon sensemadeitpossibleformetocombinemyworkandpersonallife.HarriKiljanderhassupported myworkinmultipleways,asamanagerhehassupportedtheresearchprojectsIhaveconducted alongsidemyworkandasacolleaguehehasgiveninsightfulcommentstomyargumentation. MikaRöykkee,SatuVäinämö,RandyKerrandJohannaJärnstömhavebeenpatientmanagers duringtheyears,andtheirencouragementandpracticaladviceshavehelpedmetoprioritizemy workinsuchwaythatIhadenergytowrite.

Ihavepublishedalargenumberofpaperswhichareincludedintothiswork.Iamgratefultoeach andeverycolleagueforthecoworkIhavedonewiththem.

ThefirstpaperpublishedwasrelatedtoMeritaBank(Nordeatoday)mobilebankingservice development.ItwasenjoyableandusefultoworkwithPirjoTörmänen,whentheareawasnot familiartome.IcontinuedtoworkwithNordeaBankfewyearslater,whenTuuliHyvärinen (TuuliKarjalainentoday)andMikaHiltunenaskedmetosupportthestudyrelatedtotheredesign ofthemobilebankingserviceTuuliandMika,itwasdelightfultocooperatewithyou.

WithVirpiRotowehavehadlongpathtogether.OriginallywewereaskedtoupdatetheNokia’s WAPdesignguidelines,Ihadwrittenfewyearsearlier.Weendedupnotonlydoingwhatwas asked,butinvestigatemobileInternetuseanddesignmuchdeeper.Virpidefendedherdoctoral thesisthreeyearsbeforemeandheradviceshavebeenvaluableforme.Ialsowanttothank RolandGeisler,AndreiPopescuandElinaVartiainenforthecooperationduringthewritingofthe paperweauthoredtogether.

IconductedastudytogetherwithTittiKallio,AkiKekäläinenandMihaelCankarfrom TeliaSoneraandAnuKankainenfromIdean.Ienjoyedourconversationsduringtheadhocproject webuiltup,toinvestigatethequestionweallhadencounteredinourwork.

Inadditiontomymanagersandthefellowauthorsofthepapers,Ihaveanumberofcolleagues whohavesupportedmeduringtheyears.Ihavepublishedanumberofpapersthatarenotpartof thiswork.Thediscussionswithcoauthorstheseotherpapershasinfluencedmyperceptionand thinking.IwanttothankEijaKaasinenfromVTT,PekkaKetolafromNokia,DavidWilliamsfrom 12 Asentio,exnokianMiaLähteenmäkiandJaakkoLehikoinenfromLeadInforcooperation.Iwant tothankKatariinaKalatie,HeidiWahlandLeenaVesterinenforthehelptheyhaveofferedduring thelateststudiesIconducted,aswellasfriendshipduringtheyears.Ilovedworkingwithyouso much,thatitdidnotfeellikeworkatall.PekkaIsomursu,TimoTokkonen,MikaRautavaand JuhaniVitikkalahavebeencolleagueswhoseknowledgeandsupporthashelpedmetoclarifymy thoughtsduringtheyears.KateFreebairngavevaluablehelpwhenIwascheckingthelanguageof mythesis.

FinallyIwanttothankmyfamilyforbeingpatientduringtheseyears.Whenthemotherwrites doctoralthesisalongsideherwork,itmeansmorehouseholdresponsibilitiesfortherestofthe family.Iwanttothankmyfamilyforthepatience.ParticularlyIwanttothankmylifepartner TimoJoutsenvirta,forbeingthevoiceofreasoninmylife,helpingmetoprioritizethelifeandfor overallsupport.IalsowanttothankTimoforexplainingthetechnicalissuesduringtheyearsand preventingmeofwritingnonsenseaboutthetechnologyinmythesis.Iwanttothankmybeautiful daughtersLauraandVilhelmiinafortheirsupportduringmythesiswork.Laurahasdoneinterview transcriptionsforthemobileInternetstudiesIconductedandproofreadthelanguageofthiswork. Vilhelmiinahashelpedmetokeepmypapersinorderandmymoodupduringthewritingprocess.

IendthisjourneybyquotingLauraaftershehadreadtheintroductionparttomydissertation:

“I did not know you could make a doctoral thesis from the use of common sense”

AnneKaikkonen

13 List of Original Publications

Thisthesisconsistsofanoverviewandofthefollowingpublicationswhicharereferredto inthetextbyLatinnumeralsinbolditalic.

1. Kaikkonen, A and Törmänen P. 2000: User Experience in Mobile Banking. Industrial case study in 14th Annual Conference of the British HCI Group , BritishHCI2000.Sunderland,UK

Thepaperisdescribesthedevelopmentprocessofoneofthefirstcommercial MobileInternetservicesandthefirstinteractiveservice,MeritaWAPbank.This work was done together with Pirjo Törmänen, but I paper authored almost entirely thepaper . 2. Kaikkonen,A.,andRoto,V.2003:NavigatinginaMobileXHTMLApplication. Proceedings of Human Factors in Computing Systems conference, CHI’03,Fort Lauderdale,USA,pp.329336. VirpiRotoandIcontributedtothestudyinquestionandthepaper50%each.Iactedas adomainspecialist,andVirpidesignedthestudy.Weanalyzedtheresultstogether,I didthestatisticalanalysisandweauthoredthepapertogetherwithVirpi. 3. Roto,V.andKaikkonen,A.2003a:AcceptableDownloadTimesintheMobile Internet.InStephanidis,C.(ed.): Universal Access in HCI. Volume 4 of the Proceedings of HCI International 2003 ,Crete,Greece,pp.14671471. Thispaperdescribesasetofresultsfromthesamestudyaspublication2.We authoredthepaperagain50%eachwithVirpiRoto. 4. Roto,V.andKaikkonen,A.2003b:PerceptionofNarrowWebPagesonaMobile Phone. Proceedings of International Symposium on Human Factors in Telecommunications 2003 ,Berlin,Germany,pp.205212. Virpihadmajorresponsibilityindesigningthestudy.Iranhalfoftheoftheusabilitytests andtookcareofthedataanalysisinthestudyandsupportedalsoinqualitativeanalysis.I authoredapartoftext(1/3ofthetextapproximately)especiallythechapter3ofthe paper. 5. Hyvärinen T., Kaikkonen, A. and Hiltunen M. 2005: Placing Links in Mobile Banking Application. In Proceedings of the 7th international conference on Human computer interaction with mobile devices & services. MobileHCI2005. Salzburg,Austria,pp.6368

Thestudywasbasedonthemaster’sthesisofTuuliHyvärinen,soshewasresponsible ofthestudy.Ihelpedherinplanningthestudysetupandtooknotesinahalfofthetest sessions.Ihelpedinauthoringthepaperandreanalyzingthedata.

6. KaikkonenA.,KekäläinenA.,CankarM.,KallioT.,andKankainenA.2005: UsabilityTestingofMobileApplications:AComparisonbetweenLaboratoryand FieldTesting.Journal of Usability Studies, JUS2005 ,issue1;vol.1pp.416.

Thestudywasdesignedtogetherwithentiregroup;Iran1/3oftheusabilitytests,bothin thelabandinthefield.Itookcareofthedataanalysis,butthequalitativeanalysiswas donetogether.Iwascocoordinatingthewritingprocessandauthoredaslightlybigger partofthetextthantheothers.

14 7. Kaikkonen A. 2006: Usability Problems in Today’sMobile Internet Portals In Journal of Internet Technology ,Vol.7,no.3,pp.231237.July2006.

Iauthoredthispaperbymyselfbasedonseveralusabilitytestsandexpertevaluationson mobileportalsbydifferentcompaniesandnetworkoperators.

8. Roto,V.,Geisler,R.,Kaikkonen,A.,Popescu,A.,Vartiainen,E.2006:Data TrafficCostsandMobileBrowsingUserExperience. MobEA IV workshop on Empowering the ,inconjunctionwithWWW2006conference.(6 pages) http://www.research.att.com/~rjana/MobEAIV/PAPERS/MobEA_IV Paper_7.pdf TheuserstudiesdescribedinthepaperwererunbyVirpiRotoSallaMyllylä,Mika Rautava,ElinaVartiainen,andAndreiPopescu.Itookpartinauthoringthepaper.My contributionwasespeciallyrelatedtotheuserperceptionofthecostandproviding operatorviewpoints.

9. KaikkonenA.,KekäläinenA,CankarM.,KallioTandKankainenA.2008:Will LaboratoryTestResultsbeValidinMobileContexts?BookchapterinHandbook of Research on User Interface Design and Evaluation for Mobile Technology (Lumsdeneds),(2008).InformationScienceReference,Hershey.pp.897909

The paper was based on the same study as paper 6. I was again cocoordinating the writingprocessandauthoredaslightlybiggerpartthantheothers. 10. KaikkonenA.2008:FullorTailoredMobileWebWhereandHowdoPeople BrowseonTheirMobiles?In Proceedings of the International Conference on Mobile Technology, Applications, and Systems ,Mobility’08,Yilan,Taiwan, ArticleNo.28

IauthoredthispaperalonebasedonthestudyIplanned,conductedandanalyzedmyself.

11. KaikkonenA.2009:MobileInternetPast,presentandthefutureInInternational Journal of Mobile Human Computer Interaction (IJMHCI) vol.1issue3pp:29 45

Thispaperisbasedonthesamestudyaspaper10.Likepaper10,Iauthoredthepaper myself.

Iapprovetheaforementionedpublicationstobepartofthisdissertation.

______

MarkoNieminen

ProfessorofUserInterfacesandUsability

15

Summary of Publications

Allthepapers,includedintothiswork,areinvestigatingquestionsthatarerelevantinmobile Internetservicedevelopmentandtheimprovementoftheservicecreationprocess.Thepapers reflecttheirpublicationtime,bothonresearchquestionsandresearchmethodology.Theytie togetherthematically:allthesepapersarerelatedtomobileservicedevelopmentandtheyseek toanswerthequestionsdifferentdevelopmentteamshavehadduringthemobileservice designanddevelopmentprocesses.Duringtheperiodofthepublicationofthepapers, differenttopicsandthemeshavebeenrelevant.Theconsolidationofmyworkwithmobile Internetrevealstheevolutionofthequestionsandtopicsovertheperiodoftime.Inthe beginningthefocuswasonuserinterfaceanditsdesign.Thepapers25and7answer differentquestionsrelatedtoserviceuserinterfaceandinteractiondesign.Thefocushasbeen ontheusabilityoftheservices.Whenthemosturgentquestionsrelatedtouserinterfaceand interactionhadanswers,theresearchersandthepractitionersstartedtoask,whetherthe mobilesystemscanbereliablytestedinlaboratoryenvironment.Mobilesystemsareusedina varietyofcontexts,arethelaboratorytestsenoughorshouldtheservicesbetestedoutinthe wild?Thepapers6and9takepartintothisdiscussion.Thelastthemeintheevolutionis relatedtousagepatterns,motivationsandemotionalaspectswhenusingthemobileInternet services.Themesthatcanbecombinedundertheme“userexperience”.Papers8,9and10 handlethesequestions.Papernumber1differsfromthisevolutionarypath.Itshows,that alreadyintheearlyphaseofmobileInternet,actualservicecreationprocessincluded questionsfromallthetopicsthatroseduringthecomingyears:usabilityanduserinterface/ interactiondesign,reliablemethodologyselectionanduserexperiencerelatedquestions.

Inadditiontothepublications’evolutionaryaspect,thepapersapproachthemobileservice developmentfromthreeperspectives: papers 11 and 1 aredescribingthestartingpointand questionsthatwererelevantwhenmobileInternetservicesweredevelopedinthebeginning. Paper 11 describesalsothegeneralevolutionfromthebeginningtocurrentsituation. Papers 2- 5, 7-8and 10 showhowmobileserviceslookfromuser’sperspectivepaperstakeboth usabilityanduserexperienceaspectsinconsideration. Papers 6 and 9 describethemobile serviceuserevaluationmethodsandspecialquestionsrelatedtousertestsinmobilecontext. Sevenpapersoutofelevenaredirectlyrelatedactualservicedevelopmentprojects.Papers oneandfivearelinkedtothedevelopmentofMerita(Nordea)mobilebankingservice.Papers twoandthreearelinkedtothedevelopmentofXHTMLguidelinesandpaperfourtoNokia mobilebrowserdevelopment.Papersevenistheconsolidationoftheoutcomeoftheexpert evaluationsandtheusabilitytestsofseveralmobileportaldevelopmentprojects.Papersten andelevenaretheresultofamobileserviceconseptingprojecthavingadditionalgoalto evaluatetheuserexperiencewithNokiamobilebrowser.

16 1. INTRODUCTION

Internet on mobiles or mobile Internet has been the topic in many doctoral dissertations during the past years. The approach in the usercentric thesis has been mostly academic, even if Kaasinen, (2005) and Roto (2006) both have published papers that are based on researchanddevelopment(R&D)activities;thefocusoftheirworkisonquestionsthatare more relevant to the academic community. Other approach to mobile Internet has been either economical or commercial, like the theses ofKallio (2004) and Saarikoski (2006). AccordingtoVäänänenVainioMattilaetal(2008)thereisagapbetweentheapproachof academicresearchersandindustrypractitioners.Iambridgingthisgapwithmydissertation.

Duringtheyears,mymainquestionhasbeen:Howtodesignandcreatemobileservicesthat people can use and want to use? Services which are so good, that they create positive impressionsandgooduserexperience.Mobileserviceheremeansthathasalso representationonline,notonlyindevice.

Whenpeoplecanuseservices,itmeansthattheservicesareeasytouse.Theeaseofuse meansthatboththeserviceinteractionandtheuserinterfaceareproperlydesigned.When doingthegooduserinteraction/interfacedesign,thepsychofysiologicalandthecognitive aspectsofusermustbetakeninconsideration.Creatingservicesthatpeoplewanttouseis morecomplex:theeaseofuseisoneimportantfactorinthat,butitisnotenough.When designing services that people want to use, also behavioral, social and emotional aspects needtobetakeninconsideration.Inordertotakethoseinconsideration,thelimitationsand the characteristics of the technology build the framework for the possibilities. Business economicsmodelshavealsotheirinfluenceonuserperceptionofservicevalueinhislife. Within the existing technical and business framework constrains my goal has been to investigatehowtomakethebestpossibleInternetservicesthatpeoplecanusewiththeir mobilephones.

The Internet access on mobiles is no longer anew phenomenon; the first mobile devices supportingwebaccesswereintroducedover10yearsago.Duringthepast10yearsmany thingshavechanged:technologyhasevolved,therehavebeendifferentbillingmodelsfor mobile services, and the focus of research questions in the field of human computer interaction (HCI) and mobile HCI (humancomputer interaction with mobile devices and services)havechanged.Inadditiontousability,thegoalofmanystudieshasbeentoview usersholistically;withimprovedtesttoolsthisiseasierthanbefore.

1.1 How the Services Look from Users’ Perspective?

There are many ways to approach the mobile services; the topic can be addressed from various technical perspectives, economical/business perspective or human factors perspective.Myfocushasbeeninthedifferentaspectsofhumanfactors.

1.1.1 Usability:MakingServicesthatPeopleCanUse

Usabilityisaboutdesigningservicesthatpeopleareabletouseefficientlyandeffectively. Peopleshouldalsobesatisfiedwiththeserviceuse(ISO924111,1998).Usabilitytakes inconsideration thatthe service use is easy fromthe beginning;service has to be easy to learn. To make that happen, the information needed on humans is related to psychofysiological factors, cognitive neuroscience and cognitive processes. From service perspective the focus of usability work is in user interface and interaction design. Technology,withitspossibilitiesandlimitations,givestheframeworktowork;inpractice theexistingtechnologydefineswhatispossibleandwhatisnot.Theselimitationshaveto betakenintoaccountwhendesigningtheuserinterfaceandinteraction.Fromthestrategic pointofviewIseeusabilityasapartofriskmanagement.Thereisoftenaneedtofulfill 17 multiple,sometimesevencontradictoryrequirements.Theserequirementsmayberelatedto technicalconstrains,marketingortimetomarketissues.Usabilityworkinservicecreation organization is about making as a good service as possible within the existing constrains (Hertzum1999).

1.1.2 WiderPerspective:MakingServicesthatPeopleWanttoUse

Itisnotenoughthattheserviceiseasytouse,evenifthatisimportant.Thereasonwhy peoplewant tousetheserviceisitscontent.Peopleevaluatethegoodnessoftheservice basedonthecontent,butalsoonthecost,theavailabilityandthereliabilityofthesystem. Istheserviceworthtryingandafterfirstexperience,isit worth using.These aspectsare considered to influence on ‘user experience’ with the system. It is clear, that there are numerousissuesinfluencing‘userexperience’.Toinvestigatetheseissues,theareahasto bedividedintosmalleritems.

The perceived value of the service plays an important role: the user has to be able to evaluateiftheserviceaddsvaluetohislife.Theperceivedvaluehasbeeninvestigatedby Sheth and al (1991) and Kujala and VäänänenVainioMattila (2009). Sheth defines the valuewithfivedimensions:functional,social,emotional,epistemicandconditionalvalue. KujalaandVäänänenVainioMattilahavemorepsychologicalapproachandtheysplitthe perceived value into seven categories that all derive from different research or theories. Someofthesevaluesaresuchthatusersareawareofthem,somearemoresubconscious. When people are not aware of their underlying needs, researchers need to do a lot of interpretation. In such situation the researcher perception of the product or service may influencehisinterpretation.Thiscanleadtofalseconclusions.Usersoftenneedtohavean explicit benefit from the new system they buy. A benefit they can rationally explain to themselves(orotherpeople),eveniftheunderlyingneedwouldnotbefunctional.

Thebenefitsplayanimportantroleinevaluation.AccordingtoGourville(2006)thereisa mismatchbetweenthetechnologysellersandtechnologyusersinrelationtotheperceived valueofnewtechnology.Thetechnologysellerstendtovaluethebenefitofthenewsystem higherthantheusers.Itisunfortunateforthetechnologysellersthattheusersdonotcare howthesellersperceivethenewtechnology.Insteadofpushingthenewsolutiontousers, thepeopleinthecompaniesshouldtrytounderstandhowthenewsystemwouldbringvalue forusersandhow big behavioralchangesitrequiresfromthem. Thisinformationshould alsobeusedinservicerelateddecisionmaking.

Kaasinenetal(2000)havebroughtupthatinmobilecontexts,thecontentpeoplewantto useisasdiverseasthecontentinfullweb.Inadditiontothat,thetimelinessofinformation has been brought up as an important aspect in the mobile context. Mobile context here means any place or time where mobile devices can be used. The mobile handheld technology has obvious constrains compared to computers. End user can easily evaluate factors related to physical device: Small screen, keyboard and battery life for example. Helpinguserstofindtherelevantcontenteasilyisimportantinmobileuse.Knowingabout thecontextisthestrengthofthemobiledevices,andthatshouldbeutilizedmoreeffectively inservicedesign.

Technologycanworkasanenablerorabarrierformobileserviceuse.Whenitistheright moment to introduce the service and what is the right form are important decisions that influencetheadoptionoftheservice.Iftheservicerequiresheavyprocessingpower,fast network or lots of typing, it may not work properly with low end mobile devices and in areaswithslownetwork.Therighttimetomarketisoftendifficulttoestimate:thereare examplesofservicesandproductseitherappearingtooearly,whentechnicalinfrastructure or potential users are not ready or too late, when the majority of the competitors have alreadylaunchedtheirserviceandusershavealreadystartedtousethem. 18 Frombusinesseconomicside,thecost,billingmodelanddistributionchannelsareprobably themostvisibleforusers.Thecostandawarenessoncostgenerationareimportantfactors whenusersevaluatethevalueoftheserviceintheirlife.GourvilleandDilipSoman(2002) pointthatcostawarenessandtransparencyarethemainelementsinfluencingthe consumptionbehavior.Ifauserdoesnotknowhowmuchtheserviceusecosts,itisnot possibletoevaluateifitisworthpaying.

Overall‘userexperience’isaconsequenceofvarietyofaspectsrelatedtotheprevious experiencesandthepresentmomentofanindividualperson.Itisanintrapersonalevent,ina specificmoment.Evenifitisevokedbyinteractionwithasystem,userexperiencecannot bedesignedassuch.Asaconceptitincludessomanyelements,thatitshouldnotbeusedin researchorproductdevelopmenttodescribethefocusofthework.

1.1.3 MobileServiceUserEvaluationMethods

Duringtheyearsthetoolshelpingtheserviceevaluationhavebeenevolving.Thespecific questioninmobileusabilityanduserexperiencehasbeenrelatedtotheecologicalvalidity of the laboratory tests. During the past ten years, the maturity of the technology and the toolsusedintestshavemadeitpossibletofocusonnewquestions,thusanswerabroader rangeofquestions.Thishasledtotheuseofawiderspectrumofresearchandevaluation methods.

1.2 My Contribution

Creating Internet services for mobiles requires the collaboration of professionals from differentdisciplines.Inordertomakegooddevicesandservicesalltheseareasneedtobe takeninconsideration:humanfactors,technologyandbusinesseconomics.Tomakethat happen,thetechnicalexperts,marketspecialists,designers,humanfactorsexpertsandmany others need to work together. I come from a human factors background and this has influencedmyviewandmyinputtothisarea.Myresearchhasinvestigatedvariousaspects of humans as mobile Internet users. In this piece of work I try to enlighten also how in industrythehumanfactorsareaisapartofthebiggerpicture,howitisrelatedtotechnical andeconomicalquestions.

ThestudiesandpapersIhavewrittenovertimehaveansweredthequestion ‘how to make mobile Internet services that people can use and want to use ’ from human factors and HumanComputer Interaction (HCI) perspective. The evolutionary aspect of my work is reflectedinthequestionsoftheindividualpapers.Theresearchquestionhasbeendifferent ineachpaper,dependingonweretherelevantquestionsinthetimeoftheirpublication:the first paper highlighted the overall usercentric service creation process. It answered the question‘ what is the design process when creating services that people can use and want to use’. Papers2to5wereconcentratingonthecreationoftheserviceanduserinterface.The questioninthesepaperswas‘ how to design the user interface and interaction for services that people can use and want to use’ .Theoutcomeofthestudiesusedinthesepaperswas alsousedinthecreationofNokia’sXHTMLdesignguidelines(ForumNokia2003,2004, 2005) Papers 6 and 9 handled the question of the service and user interface evaluation: ‘when it is enough to evaluate mobile service usability in laboratory and when it is better to run the test in field, when designing mobile services that people can use and want to use’ . Papers 7 and 8 handled the obstacles related to mobile Internet adaptation – paper 7 (Kaikkonen, 2006) was a current state analysis of usability problems in service user interface,paper8wasanalyzingtheinfluenceofcostandlackofitstransparencyasoneof thebarriersofmobileInternetadaptation.Thequestioninthesepaperswas‘ what are the barriers of mobile service use? Can people use them and do they want to?’Thelasttwo papers, 10 and 11, evaluate the mobile Internet usage patterns, the motivation and the perception of mobile Internet of users coming from different countries. These last two 19 papersareevaluating‘what kind of usage patterns users have with mobile services when they can and want use them?’

The focus of my work has reflected the questions that were relevant in the time of their publication.Astheresearchquestionshavechanged,alsothemethodstogettheanswers havebeendifferentindifferentpapers.Ihavechosenthemethodsthatanswertheresearch questionsinindustrycontext.Myresearchhasbeenmostlyempirical;theresearchmethods have been used to answer real world questions during the mobile service development processes. In addition to the usability and human factors perspective, the available technologyand dominant business modelshaveinfluencedtheoverall picture,sometimes evenmorethanusability.Inthisconsolidationofmywork,Ireflectmyownstudiesandthe other information and try to seek the answer to even broader question than my original question : how to make the next mobile Internet success story?

20 2. WHAT IS INTERNET ON MOBILES?

The Internet on mobiles can be described in many different ways. In some markets the Internet use on portable computers (laptops) is considered as Internet on mobiles, this is howeverexcludedfrommydefinition.ToillustratethediversityofInternetonmobiles,I useasanexample4studiesonInternetuseonmobilehandhelddevices.Allthesestudies were published during 2008. The description of the Internet on mobiles in these papers gives a good perception on how differently the topic can be approached. Cui and Roto (2008) studied mobile web usage and seem to define the use of the web on mobiles as viewing web pages with mobile browsers; this covers both mobiletailored and full web content.Hinmanetal.(2008)comparemobilephoneandcomputerwebuseinthecontext ofacomputerdeprivationstudy.Inthisstudy,theuseofthemobilewebismainlyrelatedto fullwebsiteuseonmobiles.Tayloretal.(2008)seemtoperceivethemobilewebmostly asasourceofrelevant,mobiletailoredservices.

Thefourthdefinitionofthemobilewebcombinesthreepreviousapproaches:In papers 10 and 11 ,(Kaikkonen2008and2009)IdefinethemobilewebasanyaccesstotheInternet via a mobile device. This approach is rather presenting Internet access on mobiles than mobileInternet.Thedifferentalternativesforusingandaccessingthewebonmobilestoday canbeseeninFigure1.Webaccessfrommobilescanbedividedtobrowseraccessedand clientaccessed. The difference is very clear from the user’s perspective. For browser accessedapproaches,therearetwoalternatives;asitecanbeeitheridenticaltothatwhich the user accesses via a desktop computer or the content can be tailored for a mobile platform.Clientaccessmeansthatapplicationsconnecttoaservicetofetchspecificpieces ofdatafromtheweb:differentapproachessupportdifferentusagesituations,andtherefore oneservicecanbeaccessedmultipleways.

Figure 1: Landscape of the Internet on mobiles

2.1 Full Web on Mobile Phones

Full web sites are sites developed with standard HTML for desktop computer use. The contentonamobilebrowseris(withsometechnicallimitations)thesameasthatwhichthe user sees when browsing the site on a desktop computer. Most mobile browsers do not support all audio and video formats; this means that a user may not be able to listen to backgroundmusicorviewvideoclipsonthewebsites.Insomecasesfullwebsitedesignis optimizedforaspecificbrowser,typicallyInternetExplorer.Thelayoutofsuchsitesmay, therefore,lookawkwardonmobile(orother)browserstoauserwhoisfamiliarwiththesite onaspecificbrowseronadesktopcomputer.

Fullwebcontentonmobiledevicesisnotreallyanewthing:ithasbeenpossibletoaccess full web content on mobiles for as long as it has been possible to access mobiletailored

21 content, for example, the Nokia Communicator provided a web browser with HTML supportasearlyas1996.Kaasinenetal.(2000)demonstratedwaystorenderwebcontentto fitthescreenofamobilephone.In paper 4 ,(RotoandKaikkonen2003b)weanalyzedthe problems users have when full pages are rendered to a narrow layout when viewed with mobile browsers. Currently the narrow layout is no longer the only solution; as mobile phone screenshavebecome biggerandscreenresolution hasincreased,moredevicesare able to show the web site layout in a more comparable manner to the layout seen on a desktopcomputer.Figure2Ashowshowoneservice,ShareonOvi(afullwebpage),looks onamobiledevice,NokiaN95.Iwillexplaintheotherfiguresinthefollowingsections.

A B C D

Figure 2: Different views of the same service on mobile devices.

Lately, an increasing number of companies have started to take mobile browsers into consideration when building their full web sites. The question now is ‘how do you best createwebsitesthatfitbothdesktopcomputersandmobiledevices?’Forexample,Yahoo! has defined guidelines to help developers to build full web sites that also work well on mobilebrowsers(SoundersandTheurer2008).

2.2 Mobile-Tailored Browser Access

Tailoringwebcontentformobilephonescanbedoneindifferentways,asFigure1shows. UserscanobviouslyaccessInternetcontentwithamobilebrowserandopenwebsitesthat aretailoredformobilephones.Thatisnot,however,theonlywaytotailorwebcontentto mobiles:userscanhaveapplicationsorappletsthataccessInternetcontentwithoutopening abrowser.Figures2BDshowhowtheShareonOviservicecanlookonmobiledevices: Figure2Bshowsthemobiletailoredbrowserview.Itdoesnotreallymattertousersifthe mobiletailoringhasbeendonewithamarkuplanguagedesignedformobiledevices(e.g., HDML, WML, cHTML, or XHTML) or standard HTML. What is important is that the contentanduserinterfaceistailoredtosuitthemobileuse.

2.3 Client Based Access

The other way of tailoring Internet content for mobile consumption is to develop applicationsthataccesstheInternet.Figure2Cshowshowservicecontentcanbevisibleon aphone’shomescreen,and2Disanexampleofadownloadableapplicationthatcanaccess anonlineservice.Phoneapplicationscansupporttheuploadorthedownloadofcontentto and from the Internet. The web access can either be an integrated functionality in the phone’snativeapplications(suchasthecalendar,photogallery,musicplayer,orphoneidle screen) or it can be a stand alone application downloaded from the web. These

22 downloadableapplicationscanaccessspecificdatafromaphone;theapplicationsconnect toaspecificsiteforaspecificinformationqueryortask.Forexample,theymaybeusedfor uploadingphotostoaphotoblogordownloadingagametoamobilephone.

23 3. FROM USABILITY TO USER EXPERIENCE: WHAT, WHY, AND HOW

Twocoretermsrelatedtothegoalofmyworkhavebeen‘usability’and‘userexperience’. ‘Usability’ has been a topic in every paper, and ‘user experience’ is mentioned in eight papers.InthischapterIfirsttellhowIhaveusedthesetermsinmymobileInternetpapers, andthenrevealhowtheyhavebeendefinedbyothersandfinallyanalyzehowthesetwo termshavebeenusedinMobileHCIandCHImobilepapersduringtheperiodfrom1998to 2008.

“Usability” I have linked mostly to errors, efficiency, effectiveness and subjective satisfaction,whichhasbeeninvestigatedbysubjectiveratingorusers’commentsduringthe test. My definitionhas been very close to ISO 924111 (1998) definition: “the extent to whichaproductcanbeusedbyspecifieduserstoachievespecifiedgoalswitheffectiveness, efficiency and satisfaction in a specified context of use”. This definition works well in research and product development, as it is clearly defined and each element can be measured.

“User experience ” term has been more diverse: in the first paper (Kaikkonen and Törmänen 2000) itwasrelated to user satisfaction, frustration and the fulfillment of user expectation.In paper 3 (RotoandKaikkonen2003a)itwasusedalmostasasynonymfor ‘user interface’ and in paper 4 (Roto and Kaikkonen 2003b) user experience was partly replacingtheterm‘usability’.In paper 6,writtenin2005(Kaikkonenetal.2005)theuser experiencewasusedtohaveaclearlywiderscopethanusability,itwasausersattribute,but thetermwasnotdefinedproperly;in paper 8 (Rotoetal.2006)userexperiencewasdefined throughthecomponentsaffectingtheexperienceonmobileservices.Inpapers9, 10 and 11 (Kaikkonen et al. 2008, Kaikkonen 2008 and Kaikkonen 2009) user experience included usability, but also motivation, behavior and usage patterns. The user experience is intrapersonal event happening when user is interacting with the system. There are many elements influencing user experience, and user experience can be described in multiple ways.The‘userexperience’astermshouldnotbeusedinresearchordevelopment,asitas such cannot be unambiguously measured. Research and development should rather talk aboutmotivation,behavior,preferenceandotheraspectsthatarelessambiguousandthat canbemeasured.

3.1 How Has Usability Been Defined?

There are some common waysto define usability:one of the most commonly referred is defined in ISO 924111 (1998). According to this standard, the usability consists of 3 elements,effectiveness,efficiencyandsatisfaction.Theseareinrelationtospecifiedtasks inspecifiedenvironment.

OtherstandarddefiningusabilityisISO91261(2000).Accordingtothisstandard,usability is about understandability, learnability, operability and attractiveness. The usability elementsdefinedinISO924111,arenotpartoftheusabilityofISO91261,butrathera part of overall quality in use. According to Bevan (2001) these two definitions do not howevercompetewitheachother,butrathercomplementeachother.

Nielsen (1993) and Shackel (1984) have made definitions on usability before standardizationworkwasfinished.ThesedefinitionsareamixtureofthedefinitionsofISO 924111and91261,astheyfocusmoreonlearnabilityandtheeaseofuse.Nielsensees usabilityasapartoftotalsystemacceptability.Thecomponentsofusabilityaccordingto himaretheeaseoflearning,efficiencytouse,easetoremember,thenumberoferrorsand subjectivepleasurably.

24 There are many other definitions of usability, but there are some advantages of the definitionsinISOstandards:thestandardizationprocessisruninsuchwaythatitrequires acceptance from specialist groups in member countries the definitions are reviewed by expertsmultipletimesduringtheiterativereviewprocess.DuetothisprocessISOstandard definition can be considered as the most commonly agreed definition. In research communitythecommonlyagreeddefinitionofthecoretermmakesiteasiertoassumethat twopartiesaretalkingaboutthesameissueandstudyingthesamephenomenon.Itisalso goodthateachelementofusabilityhasbeendefinedinsuchextent,thatithasbeenpossible to generate both qualitative and quantitative test methods to evaluate the elements of usability. There are several handbooks (Rubin 1994, Wiklund 1994, Nielsen and Mack 1994,Galeretal1992,Jordanetal1996)writtenaboutthetestprotocols,testcases,and guidelines for designing products that are easy to use. The elements of usability are consideredtohavespecificmetricsthatmeasuretheseelements:

Effectiveness ofthesystemcanbemeasuredinausabilitytestby"successrate"or"task completion rate". The number of errors can also be considered the measurement of effectiveness.

Efficiency isrelatedtothespeedoftaskcompletion.Thefasterthetaskiscompleted,the more efficient the system is. Often measuring the task completion time is useful when comparingtwodifferentsystems.

User satisfaction isasubjectivemeasurement.Itcanbemeasuredbyaskinguserstofill posttestquestionnairewithsatisfactionratingorbyanalyzingtheusercommentsduringthe test.

Themetricsabovegivesomeindicationoftheexistenceoftheproblems,butthesedonot provideanyinformationof what theproblemisandhowitcanbefixed.Findingthereasons forproblemsrequiresaqualitativeanalysisofthetestsessions.Thequalitativeanalysisisa moredifficultpart,asitrequiresmoreexpertisefromthetestleaderandevaluator.Thereis some evidence that the number of evaluators and their experience have impact on the outcomeofthetest(themoreexperiencedtheevaluatoris,themoreproblemshefinds)and especiallyonproblemsrelatedtostructureandfunctionality,notonlyproblemsonsurface (Nielsen1992a,Jacobsen&al1998).

3.2 What is User Experience?

Virpi Roto says in her doctoral dissertation (2006), that “Understanding the components affecting the user experience helps us both in defining, designing, and evaluating user experience. In mobile browsing, the number of components affecting user experience is relativelybig,becausetherearesomanyplayersonthetechnologyside,andtheusersand usecontextsarediverse.”

The user experience has been defined in different ways. Many definitions of the user experiencearedefiningelementsthatinfluencethegenerationoftheexperienceingeneral. Theypointthatpriortheexperienceoftheusersaswellasvaluesandexpectationsbuild frameworktotheexperiencewithaproduct.Theexperiencehappensinpresentanditre shapes the experience and future expectations. Despite of long discussions and many definitions,thereisstilllackofcommonagreement;thiswasalreadynotedbyForlizzi& Battarbee in 2004. Proper definition would be needed to help define the goals for user experience in the beginning of the product development. This would help to design and develop better products, which is the goal of R&D organization. From the practitioners’ pointofviewthecurrentdefinitionshaveonlyrelativevalue;theymaybuildtheframework 25 inresearcharea,butdonotofferwaystocreatepropertoolsthatwouldhelpinbuildingand evaluatinguserexperience.Asthenumberofdifferentuserexperiencemodelsisbig,Ionly presentfewofthem.

form language emotions features values aesthetic qualities prior experience usefulness

User Product Context of use Social and cultural factors

Figure 3 User experience model by Forlizzi and Ford (2000)

Inmodelpresentinginfluencesonexperience,ForlizziandFord(2000)putuserandproduct incenter.Thecontext–bothphysicalandsociocultural–definestheframeworkforthe interaction.ThevisualizationoftheirmodelcanbeseeninFigure3.Bothuserandproduct havearoleinthecreationoftheexperience.

Figure 4 User experience model by Mäkelä and Fulton Suri (2001)

MäkeläandFultonSuri(2001)perceiveuserexperienceasanevolutionaryissue;userisnot definedtobeaseparatepartofthemodel,astheexperienceishappeninginsidetheuser.In Figure4canbeseenhowtheexperiencehappensinpresent.Theuserbringstotheeventhis history,previousexperiencesandexpectationsthatinfluencetheexperience.Theexperience inthepresentmomentmodifiesthentheexpectationandgivesmoreexperience.Themodel ofMäkeläandFultonSurimaynotgiveanswerstoproductdevelopment,butitseemstobe built on the theories of mental model construction, like the dynamic memory model by Schank(1999).

26

Figure 5 Usability and user experience model by Arhippainen (2009)

ArhippainenandTähti(2003)defineuserexperiencebyreferringtotheexperienceaperson getswheninteractingwithaproductinparticularconditions.Therearenumerousdifferent kinds of people, products and environments that influence the experience that interaction evokes.Figure5showsthefinalversionoftheevolution,whichseparatessubjectiveand collectiveexperiences.This version is presented in Doctoral thesis of Leena Arhippainen (2009).Userexperiencehappensasaconsequenceoftheinteractionbetweenproduct,user, socialandculturalfactorsandthecontextofuse.Thismodelshowsthatthesameindividual canhaveverydifferentexperienceswiththesameproduct,dependingonmultiplefactors thatarenotproductrelated.Openingthe“boxes”andlistingalltheelementsofthedifferent influatorsisproblematic:thelistcanneverbecomplete.

Figure 6 User experience model by Hasselzahl and Tractinsky (2006) as visualized by Virpi Roto (2006)

27 HassenzahlandTractinsky(2006)seeuserexperienceasaconsequenceofthreefactors: the user’s internal state (predispositions, expectations, needs, motivation, mood, etc.), the characteristics of the designed system (e.g. complexity, purpose, usability, functionality, etc.) and the context or the environment (e.g. organizational/social setting, the meaningfulnessoftheactivity,thevoluntarinessofuse,etc.).Allthesethreefactorsseemto haveequalweightinthemodel.Thecombinationofthefactorsinthethreeelementsallows innumerable design and experience opportunities. Figure 6 shows visualization of this modelasVirpiRoto(2006)sawitinherdoctoraldissertation.

Themodelspresentedheremaybehelpfulwhendefiningtheframeworkforanacademic study. Especially when defining the research questions in such a way that it helps to understandiftwostudiesareactuallyhandlingthesamephenomenonorproblem.Fromthe practitionerandthedevelopmentpointofviewtheproblemwiththesemodelsisthatthey donotgivetoolsthatwouldhelpindesigningbetterproducts.Allthesemodelsagreethat users’ internal state, emotions and experiences do influence on the experience with a specificproduct.Thequestionfromtheproductortheservicedevelopmentpointofviewis, isitpossibletotakeallthatinconsiderationwhendesigningaserviceoraproduct?

Figure 7 User experience model by Garrett (2003)

In user experience modeling, Garrett (2003) has taken different approach: he is more pragmaticandmorefocusedondesign;hedefinesthedifferentstagesofwebsitedesign. The model is not defining what the user experience is. It is built to guide designers and managementtounderstandwhatkindofdecisionsneedtobemadeindifferentphasesand

28 wheretogetinformationfordecisionmaking.Theprocessstartsbydefiningthegoalforthe serviceandcontinuestowardmorespecificdecisions,allthetimekeepingthedecisionin linewiththegoal.TheGarrett’smodelisnotcontradictorytoISO13407usercentricdesign model(rightinfigure8)ormobileservicedesignmodelbyKaikkonenandWilliams(2000) (leftinfigure8),butrathercomplementsthese.

Figure 8 User centric design processes from Kaikkonen and Williams (2000) and ISO 13407

Garrett puts emphasis on the importance of transferring information from the decisions madeinthepreviousplanetothenextplane.ThemodelcanbeseeninFigure7.Thevery firstdecisionsaremadein strategy plane ,thesearerelatedtothestrategicgoalsandthe objectivesofthesiteanddefiningwhichuserneedsaretobeaddressed.Insecondphase, scope plane the features of the site are decided and functional specification or content requirements are done. The third phase is structure plane : here the site structure is designed, including navigation and wireframes. The user interface elements and their placements are defined in skeleton plane . Somewhere at this phase the user interface specification needs to be in place, as it usually influences the structure, user interface elementsandinteraction.Thefinallevelis surface plane whenimages,fontsandcolorsare defined. All phases are important and decisions should always be made to support the previousphase’sdecisions.Peopleinphasesmaybedifferent,andthereforecommunication aboutthedecisionsiscrucialinordertomakegoodservice.Peopletakingparttotheservice development need to understand how important it is to have good communication, the granularityofinformationabouttheusersandthefocusonthegoal.Thismodeldoesnot definethecharacteristicsoftheuserexperience,butrathertheprocess.Ittriestoensurethat rightdecisionsaremadeinrighttimetomakebetterproductsandgoodexperienceforthe targetusers.

3.3 Focus in HCI for Mobiles Is Switching from Usability to User Experience

MypapersonmobileInternetusabilityandusagepresentwellthegeneralevolutionofhow theterms‘usability’and‘userexperience’havebeenusedduringtheyears.Inyear2000, whenthefirst(industry)paperwaspublished,itwasnotverycommontotalkabout“user experience”. Later the use of the term ‘user experience’ has become more common. Benjamin Lee Whorf (1967) analyses in his work on Hopi Indians, how language determines how we see the world. Language builds the framework that we use when we constructthemeaningoftheworld.Itisoftenverydifficultforpeopletounderstand,that 29 other people look the world from very different angle. However the increase of the term ‘userexperience’togetherwith‘usability’inmobileHCIisasignthatthewayofthinking andperceivingtheareaischangingtoo.

Figure9showshowfrequentlyterms‘usability’and‘userexperience’wereusedinthefull papersofMobileHCIandCHIconferencesfromyear1998to2008.“Usability”hasbeen all the time a more commonly used term than ‘user experience’. The use of ‘user experience’hashoweverincreasedduringtherecentyears.TheFigure9showsalsothatthe numberofmobileresearchpapershasincreasedoverall;notonlybecauseMobileHCIhas grownasaconference,butalsobecausethenumberofmobilepapershasincreasedinCHI conference.Therearenaturallyotherconferencesaswell,butthesetworepresentwellthe generaltrendsintheareaofmobileHCI.

80.00%

70.00%

60.00%

50.00%

40.00%

30.00% % using of papers term the 20.00%

10.00% ‘Usability’ ‘User experience’ 0.00% 1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 (N=18) (N=19) (N=7) (N=18) (N=26) (N=36) (N=45) (N=49) (N=48) (N=51) (N=75) Year

Figure 9 Evolution of use of ‘usability’ and ‘user experience’ in CHI and MobileHCI conferences.

Usabilityismorecommonlyusedinconferencepapersthan‘userexperience’:usabilitywas mentionedin201papersandUserexperiencein58papersfromthetotalof391conference papers.167papersdidnotmentioneitherterm:forexamplemanyinputtestpaperswere focusingonmeasurableissues,likespeedandaccuracy(numberoferrors),anddidnotuse thevaguetermsthatcannotbedirectlymeasured.

Theuseofterm‘userexperience’hasincreasedduringpastyears.Theincreaseoftheterm use, however, is not the only important thing to focus on. Even more important is to understandhowthesetermsareusedandespeciallyiftheyareusedinconferencepapersin suchawaythatitispossibletoknowwhatwasactuallystudied.

30 Accordingtothetheoriesofsemantics,themeaningofthewordistheconceptormental ideathewordawakensinthepersonusingtheword,ortheideasapersonassociateswith theword.(Kangasniemi1996)Inadditiontotheexplicitmeaningoftheword(denotation), it has connotations, side meanings. These side meanings vary depending on the person: peoplefromdifferentculturesandlanguagegroupshavedifferentconnotationsassociated with the same word. The connotations may also change with time. In addition to connotations, words have affective meanings linked with them. The same word can raise positiveaffectionstosomepeople,butnegativetoothers.Welearntheuseofthewordsin our own environment, Vygotski (1982) goes even so far that he says that thinking is internalizedspeechwehavelearnedfrompeoplearoundus.Evenifthemodelsofthinking havechangedsinceVygotskistime,thereisstillvalidpoint:inadditiontospecificmeaning to the word, we also learn connotations linked to it. As the field of humancomputer interactionismultidisciplinary,itmeansthattherearepeoplethathavelearneddifferent connotationstowords.

Definingthemeaningofthewordcanbeproblematic:usuallythepersonusingthelanguage doesnotexplicitlythinkofallconnotationsattachedtotheword.Intheeverydayuseofthe worditusuallydoesnotevenmatter.Howeverintheareaofresearchitcanbeproblematic ifkeywordshaveaffectivemeaningsorvagueconnotations.Itisproblematic,ifscientific modelsincludetermswithstrongaffectivemeanings,becausetheseaffectivemeaningsand connotationscanpotentiallycontortthewholemodel.Thescientificdefinitionstowords howeveronlyapplyinsideaspecificfield.Themeaningofthewordisverymuchlinkedto thecontextwhereitisused.Itispossiblealsothatwordhasadifferentmeaningeverytime itisused,evenifthesamepersonusesit.Asitisimportanttoknowifresearcherswhohave authoredthepapersactuallytalkaboutthesamething,Iwentthroughthefullpapersoftwo conferences.Ianalyzedhowwords‘usability’and‘userexperience’wereusedinMobile HCI and CHI from year 1998 to 2008. From CHI conference I selected only the mobile papers. The tables including the papers and the use of the terms can be found from Appendix1.Thetermsareveryrarelyexplicitlydefinedbyresearchers,sotheanalysisis very much based on context, especially on research questions and methodology. Most papersmentioningeitherterm,mentionedthetermmultipletimesindifferentcontexts.

Word ‘usability’ was most commonly referring to usability test. Almost 40% of the conference papers were referring to usability tests when mentioning the word ‘usability’. Whenusabilitywasmentionedalone,in25%ofthepapersitreferredeitherexplicitlyor implicitlytoISO924111definition.Theothercommondefinitionwasclosetotheusability definitionofNielsen:theeaseofuseandlearnability(11%ofthepapers).Inover18%of the papers the ‘usability’ was referring to problem, either related to either one of the commondefinitions,orasanissuetobesolvedbyusertest,usingthecommonusabilitytest protocol.8.5%ofthepapersusedusabilityinclearlywidermeaning,includingbehavioral patterns,emotions;asasynonymfor‘userexperience’.Over15%ofthepapersdidnotuse theterminsuchwaythatitwouldhavebeenpossibletodefinethemeaning,buttheterm wasclearlyreferringtoadeviceorasystem.

The meaning of ‘user experience’ was harder to analyze and there were very few papers withanexplicitdefinitionoftheterm.Infact,onlytwopapersfrom58definedtheterm explicitly. One paper defined user experience as a combination of usability, motivation, behaviorandusagepattern,andotherviacomponentsaffectinguserexperience.In38%of thepapersmentioning‘userexperience’itwasreferringvaguelytouserinsuchwaythatit can be concluded to be an attribute of the person, but in over 12% of the papers it was clearlyasystemordeviceattribute.24%ofthepaperswereusingterm‘userexperience’as a synonym of ‘usability’and in over 25% of the papers it was not possible to make any specific conclusions on what was the term referring to. User experience was not once referringtoprofessionormethodology. 31 Theuseoftheterm‘userexperience’hasclearlyincreasedduringpasttenyears.Thereare many reasons for the evolution: in mobile area one reason is the maturization of the technology.Thenumberofmobiledeviceshasincreasedandwebbrowsingonmobileshas becomemorecommoninrecentyears;StrategyAnalytics(2008)estimatedthattheglobal number of mobile Internet users passes 400 million users by the end of year 2008. The numberofusershavingexperienceonmobilebrowsingintheirdailylifehasincreased,and thishasinfluencedthetopicsofrecentlypublishedpapers.KjeldskovandGraham(2003) evaluatedover100mobileHCIpapersfromeightconferencesfromyear2000to2002,and foundoutthatthenumberofstudiesinnaturalenvironment,studyingthenaturalbehavior ofuserswithmobiles,wasrelativelylow.BasedontheterminologyreviewIfoundthat therearemorepaperswithethnographicperspectivenowthanwhenKjeldskovandGraham were doing their evaluation. Early years the papers were focusing on how to make user interfaceeasyandconsistent,nowthetechnologyismaturetoenablestudiesthatfocuson usagepatternsandmotivation.

Thereisalogicalreasonwhytheresearchfocushaschangedandthischangeisvisiblein theuseofterminology.Theneedforhavingabiggerpicturehasincreasedandnowitisalso possibletoinvestigateitbetter.Theapproachofresearchhasmovedfrombottomuptotop down. My own papers show that the use of the terminology is not always logical or consistent,butIhavenotbeentheonlyone.Theotherresearchershaveequallylackedthe logic when using these core terms. Especially ‘user experience’ has been used without definition, in such a way thatit was very difficult to figure out what was actually inthe focus of the study (the test setups in these papers were measuring mostly behavior, behavioral patterns, opinions or the preference of participants or their perception of own motives).Usabilitywaseasier;itisoftenrelatedtoISOstandardorothercommonlyknown definitionorthingsthatcanbetestedwithusabilitytestprotocol.Sometimesit,however,is usedinaclearlywidermeaning,thusthatisnotusuallydefined.

The need for having broader perspective than ‘usability’ is understandable especially in consumer electronics. There is a need for understanding the underlying motivations of peoplethatgobeyondtheareathatpeopleareawareofandreachthesourceofemotional. Theproblemwheninvestigatingthisareaisthatpeoplearenotgoodatgoingbeyondthe areatheyareawareof.AccordingtoWilliamJames(1984)themysticexperiencelastsless thanonehour.Afterwardsitisalmostimpossibleforpeopletorememberandverbalizethe experience, and the experience is independent from person’s will. You cannot decide to experience. Similar thoughts can be found also from Mihalyi Csikszentmihalyis (1990, 1998) theory of flow. According to Csikszentmihaly, people seek for good life and happiness. This good life is defined based on the amount of optimal experiences or flow experiences.Theexperienceisalwaysanintrapersonalevent.Itcanbedefinedonlybythe person himself, and is not always possible for others to observe. Neverthelesspeople are abletotellrightaftertheflowexperiencethattheyexperiencedit.Thiswouldmeanthatin ordertobeevencloseto reliable,theemotionalresponsehastobeaskedinthe moment whenitishappening.Theexternalsystemcannotdirectlycausetheflowexperience.Flow is human interpretation and experience. There are, however, elements that facilitate the build up of the flow: The system needs to provide clear goal, if the goal gives value to individual,thebetter.Systemshouldnothaveelementsthatbreaktheharmony.Breaking harmonyinvisualaspectsorinteractiondistractsusers’attentionso,thatgoingtoflowstate is less likely. Usability people would call this consistency. Social interaction is not necessarily linked to the flow experience, but is essential for the happiness of people. Thereforethesystemshouldencourageorallowsocialinteraction.

32 3.4 Usability and User Experience in Product Development

Nomatterwhatwecalltheusercentricapproach,theusersofthetechnologyneedtobe taken in consideration in all the levels of decision making in product and service development.Itisacrucialpartoftheriskmanagement.Theknowledgeontheusersofthe technology should have even higher importance in decision making than it has today: according to WDS Global’s media bulletin from July 2006, 63% of mobile products returned due to a fault, did not have fault when investigated. This costs 4.5 billion US dollars every year. The main reasons for ‘the fault’ are usability problems, false expectations(wronginfofromadvertising/salespeople)andconfigurationproblems(often usabilityrelatedissuesaswell).Badusabilityandoverexpectationscosttheindustryalot of money.Makingbetterproductsthatfulfilltheexpectationsofthepeopleisnotabout answeringafewquestions.Thepeopleworkingindifferentphasesofdevelopmentprocess and the people in differentdisciplines in industry have specific questions that need to be answered(KetolaandRoto2008).Allthesequestionsarerelatedtoproductimprovement throughuserunderstanding.

Roto (2007) is one of the few that has approached the user experience from product development perspective and states that the difference between usability and user experienceisthatusabilityisaproductattributeanduserexperienceispersonal,subjective feelingabouttheproduct.Itisgoodtonotethatifuserexperienceisinfactanintrapersonal event and not a product attribute, it is not possible to design user experience, but rather designenablersforuserexperience.

Rotoalsopointsoutthatinadditiontodefinition;thereshouldbeanunderstandingofthe granularityoftheuserexperience,aswellasmeasurability.Theseareverygoodpointsand firststepstowardssuchapproachtouserexperiencethatcouldbetrulyutilizedinproduct development.Iamnotconvincedthat‘userexperience’istherighttermtouseforholistic approach to human centric design, but in order to be useful in product development, it requiresthreeelements:

1)Thecommonlyagreeddefinitionofuserexperience(orthedefinitionofthegoalingood userexperience)

2)Waystomeasureuserexperience

3) Design and development guidance: process and methodology description, design guidelines

Itisclearthatthereisnotacommonlyagreeddefinitionforuserexperienceinthesame extentthereisforusability.Evenifthecommonlyagreeddefinitionofusabilityhasbeen achieved through heavy standardization process, this may not be necessary for user experience.Userexperienceisnotanattributeofaproduct,andthestandardscannotdefine howpeopleshouldfeelorreact,butratherhowthetechnologyshouldbedesigned.

RotoandRautava(2008)suggestthatuserexperiencemeasurementcouldbedonebyusing a questionnaire. The questionnaire would include at least four elements; two related to pragmaticandtwotoemotionalaspects.Perceivedutility(theusefulnessandthereliability of the system) and usability (the ease of use, efficiency) are the elements of pragmatic approach and emotional aspects are presented in social value (connecting people, identification) and enjoyment (pleasure, stimulation). These are a good start, these measurements, however, measure only the elements users are aware of and still seem to degradeemotionstothenumberofobservableitems.Ifwewillcontinuetheuseof‘user experience’,thenextquestionishowtomeasurethingsthattheusersarenotawareofand elementsthatarerelatedtosocialacceptance. 33 Garrett(2003)suggeststhattheprocessisthekeytothegooduserexperience.Theprocess describedbyGarrettdoeshavethesameunderlyingideaasusercenteredprocessdefinedin ISO13407.TheprocessdefinedinISOstandardisinveryhighlevel,notdefiningthetools, buttheorder.Itdoesnotdefinewhatinformationonusersshouldbeusedindifferentsteps, soaswellasitworksforusability,itcouldbeusedforamoreholisticapproach.

The improvement of the use of the usercentric approach in industry has much bigger challenges than the definition of the terms. Coursaris and Kim (2006) state that the consequences of usability are: the adoption of technology, retention, loyalty, trust and overallsatisfaction.Theseareextremelyimportantissuesthatanymanagementshouldtake veryseriously.VäänänenVainioMattilaetal(2008)bringupthatthereisagapbetween theapproachofacademicresearchersandindustrypractitioners.Academicresearchersdo not know what kind of questions and challenges practitioners have and therefore the researchers may put their time and effort to things that do not provide answers to the questionspractitionershaveorreporttheresultsinsuchformthatpractitionersarenotable tousethem.Practitionersinindustryhavedifficultiestoparticipatethediscussion,asthey usuallycannottalkinpublicabouttheirwork.Inindustry,theholisticapproachtouserisno meansanewthing.Themoreholisticapproachincompanieshasbeenownedbymarket/ consumerresearchpeoplethathaveverydifferentbackgroundfromusability/usercentered designpractitioners.

3.5 Scripts Build Experience and Expectation

AccordingtoSchank(1999)humanmemoryisstructuredinsuchway,thatitallowsusto learn from our experiences. This is a crucial element when people are evaluating new technologyandwhetheritbringsvaluetoanindividualperson’slife.Thedynamicnatureof memorypresentedintheformofthescriptsillustrateswellhowthepastexperiencesbuild thebasisforpresentexpectationsandexperiences.

Thememoryisnotstatic.Thismeansthatwecarrylotsofmemoriesandexperienceswith us. These memories and experiences have changed our representation of the world, and allow us to view the world in a unique way. With every new input, every experience, memoryhastoadjustitself.Thenewexperienceeitherassimilatestotheexistingwayof thinking or it changes our perceptions. There is no way of going back in time: a person cannot undo his experiences. Therefore the services and systems that were satisfying 10 years ago would not make us happy today. People do not understand things without referringtowhattheyknowalreadyandwhattheythinkaboutthetopic.Weareverymuch theprisonersofourmentalmodelsandourperceptionoftheenvironment.

How does this dynamic memory works? To make it easier for us to deal with the complexityofworld,weneedtosimplifyit.Inthisprocesswecreatethescriptsofcommon elements. Script is a knowledge structure that ties the pieces of information together and composesastereotypicaleventorepisode.Scriptisageneralizationofatypicalevent.Any pieceofinformationcanawakenanexistingscriptofanevent.Forexampleawordora technicaltermcanawakenascript.Ifthetermisusedoutsideofitsoriginalcontextthere maybeamismatchbetweenthescriptandthereality.SayingthatWAPwas‘Internetin yourpocket’isagoodexampleofthismismatch.

34 Internet use 2000

Starting Sit down at your desk Open PC, wait 10 sec Connect to network, wait 10 sec Open browser Use Search keyword, wait 2 sec Select the right link from list, wait 2 sec Get full graphical view of topic Glance the page Search from the page Open new browser window(s) Open discussion Read discussion flow Enter your own comment with KB

Figure 10 The script of my Internet use from year 2000

Scriptisaknowledgestructure,whichtiespiecesofinformationtogetherandcomposesa stereotypicaleventorepisode.Scriptisageneralizationoftheeventthatdescribesit.Script differsfrom“mentalmodel”whichisanexplanationofsomeone'sthoughtprocessforhow somethingworksintherealworldandiswiderandmoreambiguousterm.Forexamplein year2000,Ihadascriptof‘Internetuse’;myscriptofthateventcouldhavebeenlikethe one in Figure 10. My ‘mental model’ of Internet use would have been very different, includingaspectsonmyperceptionofhowInternetworks.

The script of Internet use in 1994 would have been different from this and my script of Internet use in 2009 would be different again. My Internet use script in 2000 is very differentfrommyscriptfromInternetonmobilesuseinthesameyear.Anexamplescript canbeseeninFigure11.

Internet on mobiles use 2000

Starting Open browser, wait 20 sec Choose bookmark Connect to network, wait 1 min

Use Get 5 lines of black-and white text Scroll down the page Select link ‘next page’ Scroll down the page Select link ‘next page’ Scroll down the page Select ‘back’ to go one page back Select ‘back’ to go one page back Select ‘back’ to enter the main page

Figure 11 The script of my Internet use on mobiles from year 2000. 35 4. EVOLUTION OF INTERNET ON MOBILES

The papers I have published during the years are reflections of the publication period in manyways:thefocusofthepapers,methodologyusedandterminologyreflecttheoverall situation.Inordertounderstandtheevolutionrelatedtothestudies,itisgoodtohavean overview of the time. Evolution has demonstrated in different aspects; issues related to humanfactors,technologyandbusinessmodelshaveevolvedduringthepasttenyears.

4.1 Internet on Mobiles – the Beginning

The public discussion on mobile Internet started in late 1990’s, when first Wireless ApplicationPlatform(WAP)enabledmobilephoneswereabouttobelaunched.Thehype wasbiginthelastyearsofthepreviousmillennium,justbeforethelaunchoffirstWAP enabledmobilephones.Paananenetal.(2000)wroteintheirbookabouttheseprelaunch expectationsoftheWAP.Inlate1990sitwaspredictedthatthenumberofWAPenabled phones would grow strongly in the future. This growth was expected to provide huge potentialtothenewkindofservices;servicesbuiltonInternettechnologiesandwouldbe used on mobile phones. WAP was said to be ‘Internet in your pocket’. The increasing numberofcompaniesspecializingtomobileservicedevelopmentwasestablished;though the most of these companies were not able to survive whenthe hype was over. Initially thereseemedtobegoodbuildingblocksforthecreationofthegreatsuccess.Oneimportant block seemed to be either forgotten or misunderstood: the users of these new mobile services. User needs and perceptions in relation to services were not understood. The importance of the cost for users was underestimated: the users’ eagerness to try new technologywasoverestimated.Inthemiddleofthehype,theseseemedtobeminorissues.

Therewasstrongbeliefthatthemobileserviceswouldbringsomuchvaluetousersthata sufficient number of people would find them worth paying. It was known from the beginning, that using the services was not free, and many corporations wished that the “mistakes”ofInternetwouldnotberepeatedinmobile(Sokala2002):themistakewasthat thebigpartofthecontentinInternetwasinitiallyfree(thereasonforthiswas,thatInternet development was initiated by the research community). Making money for delivering informationonlinewasverydifficult,whenusersexpectedtogetthisinformationforfree.It ishardtomakepeoplepayforsomethingtheyusedtogetforfree(Dou2004).WAPwas driven by WAP forum (WAP Forum, 2009), the alliance formed by different industry players,includingmobilenetworkoperators,deviceandinfrastructure manufacturers,and softwarehouses.WAPforumistheearlynameofthealliancecalledOpenMobileAlliance (OMA)(OMA,2009)

UsingWAPwasnotcheapevenintheinformationwouldhavebeenfree:Paananenetal. (2000)calculatedintheirbookthatthecostofanindividualbillpaymentwas4,68FIM (0.79 €) and stock information retrieval did cost almost 7 FIM (1.18 €). According to PaananenandhiscowritersthesuccessofWAPwasdependingonhowwelltheservices couldbepersonalized,howtheadvertisingisenabledandhowthelocationcanbeutilizedin services. This means that success of WAP was believed to depend on how much value serviceswouldbringtousersinmobilecontextandhowmuchthecostcouldbereducedby advertisement.Theservicesatthistimemeantalmostentirelyconsumerbusinessservices, bankingservicesforexample.Emailwasoneoftheveryfewsocialservicesplannedatthat time.

Kaasinen et al (2000) showed that mobile Internet users’ information needs cannot be satisfiedwiththetailoredmobilecontentofthetime;users’needforinformationwereso diverse that tailoring all the content for mobiles would have been impossible due to developmentresourceconstraints.Toprovide‘all’Internetcontenttouserswasoneoption

36 to investigate, as only big players, like network operators, news houses and banks could tailorsitesspecificallyformobiles.

In the first paper, ourindustrycasestudypaperinBritishHCIconference(Kaikkonenand Törmänen2000)wedescribedtheMeritaBank’sWAPservicedevelopmentprocess.The paper describes the service development process, but in the end of the paper there is the statementthatshowsbelieftothefutureofInternetonmobilesdespiteoftheproblemswe wereawareof:

“Even if WAP as a standard is in a quite premature state, the experiences from this project show that it is possible to develop useful mobile services by using this technology. The critical aspect in development is that the usability issues are taken seriously in consideration during the design process. This means that a good mobile service provides the right content in the right form.”

Few years later, when I was evaluating the usability of mobile portals in paper 6 , (Kaikkonen2006)Ifoundoutthatusabilityoruserneedshavenotbeeninthetopofthe prioritylistwhendevelopingWAPservices .

4.2 What has Changed During the Years?

Many things have changed and evolved since early 2000. The number of people using mobile phone in their daily lives has increased. Phones have changed in many ways the fundamentalsofourcommunicationpractices(Kopomaa,2000,Itoetal2006).

4.2.1 EvolvingTechnology

Nokia 7110 Nokia N95

Weight 141g 120g Dimensions 125x53x24mm 99x53x21mm

Display Monochromegraphic96x 16mil.Colors,320x240pixels, 65pixels 40x53mm Data Supports14,400bit/s upto3.6Mbit/s connectivity: Data:CSD–timebased, speedand Infrared Data:HSCSD,GPRS,EDGE, type WLAN,Bluetooth Browserand WAP1.1browser FullInternetbrowser content WMLasscriptlanguage XHTMLandHTMLasscript languages Waysto WAPbrowser Browser+appletsandapplications accessWeb Memory 4MB(internal)–nomemory 160MB(internal)+MicroSD card MemoryCard(upto8GB) Batterylife 4hourtalktime,260hour ~3hourstalktime,200hour standby standby Deviceuse Primarilyasmobilephone. Mobilephone,butcamera,music player,browserandmapsare popularapplications

Table 1 Comparison of Nokia 7110 and N95 mobile phones

37 Evolving technology has been facilitating these changes; therefore I use two physical devices to show how the technology has changed over time. The reason for having this approach is that changes in mobile devices are visible for users and therefore easy to perceive. Two devices I use are Nokia 7110, launched in 1999 as first WAP 1.1 phone (Nokia7110,2009)andNokiaN95,launchedin2007(NokiaN95,2009).Thecomparison canbeseenintable1.

It is relativelyeasy for users to evaluate the evolution through a physical device and its’ capabilities (table 1). The first WAP devices were bigger and heavier than the current devices.Thecommontrendoftechnologyminiaturizationcanbeseenhere.ThefirstWAP enabledphonesalsohadsmall,monochromedisplay,whereasthedevicestodayhavelarge, betterqualitycolordisplays.TheexampleoftheserviceswithNokia7110andNokiaN95 canbeseeninfigure12.ThescreenshotofNokia7110isfromaservicedesignedasapart ofWishesECproject.ThescreenshotofN95isfromthewebsiteofFinnishMeteorological Institute.Thescreensizedoesnotinfluenceonlytheesthetics.Largedisplayswithgood resolutionallowabiggeramountofinformationtobevisibleforusersandthismayhelpin understandingthecontext.Thereissomeevidencethatreadingonthedisplayisfasteron biggerscreen.(Gostneretal2008).Thelatestdeviceswithevenlargertouchscreenshave changedthesituationevenmore.Lateststatisticshavealreadyshownsignificantchangein webbrowsingpatternsonmobiles.(Cellularnews2008)

Figure 12 Weather service screenshots of Nokia 7110 and N95

Thecostoftheserviceuseisnolongerbasedonthelengthoftheconnectiontime,buton theamountofthedatatransferred.Thismeansthatbrowsingtextual,mobileoptimizedsite ischeaperfortheuserthanbrowsinggraphicallyrichcontent.Textualsitealsodownloads tomobiledevicefasterthanaverygraphicalsite.In paper 3 ,(RotoandKaikkonen2003a) we suggested that the page structuring and graphics should take inconsideration the occasionallyslowmobilenetwork,aswaitingtimeacceptableforusersseemedtocorrelate withtheperceivedvalueofthepagecontent.Todaythenetworkspeedhasincreasedandit isnotalwaysanissueforuser( paper 6,Kaikkonenetal.2005),buttheusersarenotalways withinthefastnetwork.

Somenetworkoperators’todaychargebasedonnetworkcapability:bythespeedofthedata transfer. The limitless flat fee rate has also become cheaper, so that it is in price range

38 availableforanordinaryconsumer.Therearevariouswaystoconnectthemobilestoday: devices can support connections, but also low distance connections such as Wireless LocalAreaNetwork(WLAN),whichcanbefreeforusers.Inadditiontomorealternatives andfasternetworkspeed,alsostartingtheconnectionuseiseasier:inthebeginning,users hadtomanuallyenterthebrowsersettingsandtodaythisinformationisusuallyalreadyin thephoneornetworkoperatorssendthesettingsovertheairanduserjustneedstoaccept themessage.

Thebrowserstodaysupportfullwebcontentinadditiontomobiletailoredcontent.Forthe userthismeansthatthereismorecontentavailable–usercanevenaccessthewebsiteof hisownhobbygroupwithhismobilephonebrowser.Theuserinteractiononbrowserhas also improved. Many browsers today have better navigation aids than the first mobile browsers. In addition to the increase of the content, the mobile phones today support multiple ways of accessing the web, not only via browser, but also via applications and applets.Thisgivesmoreflexibilityfortheusersandforthedevelopers.

The amount of memory on devices has increased and the devices have more processing powerthanearlier.Thismakesitpossiblefortheuserstostoremorecontentoftheirownin device and share with other people either directly from device to device or via online services.Newdevicesalsoallowuserstocreatetheirowncontenteasier:photosandvideos for example. The multifunctionality of the mobile phones has changed the use of these devicesinmanyways:Themultifunctionaldevicesallowuserstodecidemorewhatthey wanttodowiththeirmobiledevice.Userscanalsochooseiftheywanttocarryjustone multipurposedeviceormultiplespecializeddeviceswiththem.

Boththedevicesandnetworkservicehaveimproved,theamountofwebsitesthatuserscan accesswithmobilehasincreased,anddeviceshavebecomemoremultifunctionaldevices. Thereisonesignificantthingthathasnotimprovedasfastastheotherthings:thebattery life.Evenifthebatterytechnologyhasimproved,newdeviceswithpowerfulconnectivity and multiple processing systems allow people to use the devices for multiple purposes. Whenpeopleusedevicesmoreactively,thebatteriesinnewdevicesdrainasfastasinthe olddevices.

4.2.2 EvaluationofValueandUsage

The infrastructure (devices, networks, billing models etc.) in the early days of mobile Internetwasnotmatureenoughtoengageusers.Itbecamefairlysoonclear,thatwhenusers weightedthevalueandthebenefit,theycametoaconclusionthatitoftenwasnotworththe moneyandtheeffort.Fromtheuserpointofview,therewerebetterwaystopaybills,find newsandotherinformationthanmobileInternetcouldoffer.

Gourville(2006)saysthatpeopleovervaluethebenefitsofthesystemstheyownoruse already,inrelationtonewsystemstheydonotownoruse.Theattractivenessofthenewis evaluatedbasedonsubjectiveorperceivedvalue,nottheactualvalue.Whatistheperceived valueisnotasimplethingtounderstand,evenifithasinfluenceonusers’decisionmaking. Thepriceisevaluatedbasedoncurrentsystempersonisusing(itcanbetechnologyorany otherway:infindinglatestnews,mobileInternetvalueinnewsreadingisanalyzedagainst news papers, TV, radio and web sites). The combination of improvements and cost are evaluatedasgainsandlosses,andthenewsystemmusthavemoregainsthanlossestohave better valuethanoldone. Theselossesandgainsarenotonlyrelatedto money,butalso othercharacteristicsforexamplewithsatelliteradio,thegaincouldbeabroadselectionof music,butlosswouldbefreemusic.Inonlinegroceryshoppingthegainwouldbehome delivery,butlossabilitytochoosethefreshestproducts.Lossesweightmoreonscalethan gains.Overall,accordingtoGourville(2006),thenewsystemhastoprovetobe3times better than the old one to convince people to buy it. The behavior related to the existing 39 systemisconsideredtobeastatusquothebehaviorchangeismostprobablyconsidered moreoftenlossthanagain,andwehavetorememberthatlossisvalued3timesthegain.

Thismeansthatthegainwhenswitchingtonewsystemhastobebiggerthantheloss.That maybe onereasonwhyonlinegroceryshoppinghasnot proven tobesuccess,evenifit wouldsavetimeandeffortoftenwithareasonableamountofmoney.Companiesshouldbe awareofthisskepticismpeoplehaveandtakeitinconsiderationwhenadvertisingonnew products.Insteadofseeingtheproductfromusers’perspective,companiesoftenovervalue thenewproductandtakeitasgrantedthatpeopleperceivethevalueinthesamewayasthe company. This leads to even bigger balancing problem: when people overweight the existingproduct3times,thecompaniesoverweightthenewonewith3times,sothegap betweentheperceptionofcompanyandpeople(asconsumers)is9times.Bothsidesbeing unawareofthebiasintheirthinking(theuserisnottheonethatshouldbeconcernedabout this).Thefirstthingthecompaniesdevelopingnewproductsshouldthinkisthebehavior changeexpectedfrompeoplethebiggeritis,thebiggerthebenefithastobe.Theanalysis ofGourvilleiswellsupportingtherationaleofKaasinen(2005)whensheexplainsinher TechnologyAcceptanceModelforMobileServicewhy‘perceivedvalue’describesbetter themobiletechnologyadaptationthan‘perceivedusefulness’usedinoriginalTechnology AcceptanceModel(Davis,1989).

WhenrunningWAPdevelopmentworkshopsforNokiaspartnersintheearlyyearsofWAP, Iusedtoaskparticipantshowmanyofthemhadchangedtheirdietduringpastyear.Very few had, and those who had, were usually forced to do so due to the health reasons: immediate illness or similar. New diet just to make your life little healthier was not big enoughmotivation.Mymainpointtoworkshopparticipantswas:donotexpectpeopleto change their behavior if they do not have to or if the benefitis not obvious. And do not expect the change to be fast. When the groups of people are changing their habits, the changeisoftenveryslow.Peoplechangedailyroutinesusuallyonlyiftheyhaveto:they start driving a different route, because there is construction work in their old route for example.DuringtheWAPhype,thesekindsofwarningswerenotreallyheard.

Theperceivedvaluesofthepeoplecanbeapproachedindifferentways.Shethetal.(1991) have developed a theory of consumption values with five value dimensions: functional, social, emotional, epistemic and conditional value. Functional value is related to task fulfillmentandefficiency;practicallythegoalsoftraditionalusability.Itisalsorelatedto monetaryandconveniencevalues.Socialvalueisrelatedtosocialapprovalandselfimage inrelationtosocialcontext.Emotionalvalueismetwhenserviceorsystemarousesfeelings or affective states, for example playing a game. Epistemic value relates to experienced curiosity,noveltyorgainedknowledge.Thisisthoughttobeoneofthedrivingforcesin newtechnologypurchase.Conditionalvalueisrelatedtosituationswithchoiceandspecific context.Eventhoughthesevaluesseemtoberelatedratheronpurchaseprocessthanthe usagesituationofthesystem,thesamevaluesshouldbetakeninconsiderationthroughout thesystemlifecycle.KujalaandVäänänenVainioMattila(2009)focusintheirvaluemodel intopsychologicalvalues.Theybasetheirmodeltopsychologicalandconsumerresearch literature,andcameupwithfollowingcategories:socialvalues,emotional/hedonicvalues, stimulation and epistemic values, growth and selfactualization values, traditional values, safetyvaluesanduniversalvalues.Thecontentofmostoftheseiseasytosee,theonesthat needclarificationaretraditionalvaluesanduniversalvalues.Traditionalvalueisaboutthe respectandtheacceptanceofexistingperceptionsandbehavioralpatterns,universalvalues arerelatedtotheprotectionofhumanityandnature.

40 4.3 Was WAP a Mistake?

Sokala(2002)saysthatthemainreasonforWAPhypewasthatbigcompanieswantedto ensure theywill not stay behind in thedevelopment in mobile. According to Sokala the businessworldwasafollowerwhenInternetboomstartedandacademicorganizationswere leadingthedevelopment.Sokalabelievesthatoneofthereasonswhythecontentwasfree onInternetwasthatnonprofitableorganizationswereleadingthedevelopment.Afterwards it was difficult for companies to make money by selling information. The Internet on mobiles looked more promising: mobile phones and text messaging had been more successfulthananyonehadbelieved.AnewwayofaccessingtheInternetwasthoughtto begoodopportunitytoputthepricetagintoinformation.Sokalapredictedthattheriseand thefallofWAPwouldhappenin3years(thatis,byyear2005).Headmitsthatevenin 2002therewerepeople using WAPwithoutknowingit,as manynew phonesbyvarious devicemanufacturerswerealreadyWAPenabled.BritishMarketResearchBureau,BMRB InternationalreportedinNovember2000thatonly2%ofBritishadultsusedInternetwith theirmobiles.Asthenumberwassosmall,itwashardtobelievetheestimationsthatin 2001, there would be 12 million wireless Internet users globally (according to Strategy Analysts report 2008, the actual global number of users was over 42 million in 2001). SokalasaysthatthewalledgardenwasoneoftheproblemswithWAP.

Evenifcontrollingtheenvironmentmadeiteasierforoperatorstoharmonizeserviceuser interfaces and ensure good user experience, it also made it possible to control that users would stay in predefined sandbox. The walled garden was criticized in Europe, but interestinglydidnotcomeupiniModediscussion,evenifthesituationwasquitethesame. Sokala says that overall Japanese operators took endusers better in consideration when marketingthesystem.NotonlyNTTDoCoMooniMode,butalsoJPhoneandKDDI,who wereactuallybuildingtheirmobileInternetsolutionsonWAPprotocol.Thisisanissue thatisoftenforgottenwhentalkingabouttheWAPfailure.ForexampleAgar(2004)and Ballard (2007) do not even mention the other Japanese operators when talking about the mobile Internet success in Japan. Sokala talks about the iMode coming to Europe and possibility to provide cheaper services to consumers, but forgetting that iMode is rather marketingandbusinessmodelthanactualtechnologicalsolution.Itwasnotabigsurprise thatbringingiModetodifferentenvironmentdidnotcreateasbigsuccessasinJapan.I claim that the success of mobile tailored Internet in Japan was a result of a good understandingoflocalusersleadingtobusinessmodeldrivensolution.Userswerenotgiven unrealisticpromisesandthemarketingdidnotusemetaphorsthatwouldhavemisledusers’ expectations.ThedifferencesbetweeniModeinJapanandWAPinEuropecanbeseenin table 2. (Kaikkonen and Williams 2001) It was not only about technology or individual service,butratherthewholepackage.

Inmobileindustry,thetwomainsuccessstorieshavebeenthemobilephoneitselfandthe text messaging. The mobile phone with voice call capability changed the way people communicate, but the beginning was not easy: There were big the doubts on the mobile phone usefulness and success in late 80’s, early 90’s (Sokala 2002). The other success story, text messaging, changed again the communication patterns (which based on SaarikoskiisplacedbyemailonmobileinJapan).Thesuccessoftextmessagingwasnot clear in the beginning either – still mid 90’s there were doubts about the success of text messaging on mobile. After the disappointment on WAP, it was often forgotten that text messaging(SMS)wasnotaninstantsuccess;thefirstSMSwassentin1992(GSMWorld history2009)butthestartwasveryslow.

41 WAP in Europe iMode in Japan

WAPisaglobalstandard iMode is NTT DoCoMos proprietary system Terminal/userinterfaceused isnotspecifiedinstandard Used terminals/user interface follows the givenspecification Marketedwithtechnology Marketedwithapplications/userbenefit Usageexpensive Usagerelativelycheap BeforeWAP,SMSusagewas widelyspread No prior, widely used, mobile text based communicationsysteminuse Internetaccessinhomes Internetaccessrareinhomes Onlyfewapplicationsclearly targetedtodefinedusers Applications targeted for teenagers or businessmen(=clearfocus) UsescurrentlyWMLasscript language UsescurrentlycHTMLasscriptlanguage

Table 2 Differences between WAP in Europe and iMode in Japan in 2001

WhenIjoinedNokiain1998,infirstuserstudiesIconducted,userswerewonderingwho wouldeverneedtotype160characterswithphonekeyboardandsendittootherperson’s phone.Itwasdifficultforuserstoseethevalueoftext messaging when that was not a commoncommunicationtoolinaperson’ssocialnetwork.Communicationisthecommon nominatorforthesetwosuccessstories.Bothvoicecallsandtextmessagingarerelatedto networkingandconnectingwithotherpeople.AlreadyintheearlydaysofmobileInternet, Odlyzko (2001) showed that content has never been a king of any media. People have alwaysbeenwillingtopaymorefromcommunicationthancontent.Evenifthecontentdoes havevalue,thesocialinteractionisevenmoreimportant.ThisiswhyOdlyzkoclaimsthat the(social)connectivityistherealking.Odlyzkopredictedin2001,thatthefutureofthe Internet will be about person to person communication. He did not predict the social networkinginwayInternetprovidestoday,buthewasclearlyontherighttrack.Odlyzko alsopointsoutthat‘growingstorageandcommunicationcapabilitieswillbeusedoftenin unexpected ways’.Whengiventhefreedomof creativity,peoplestart using thetechnical systemsinunexpectedways.ThelatestInternetboomisaboutsocialnetworkingandwe haveseenhowyoungergenerationhasmovedfromemailtoinstant messagingandother social networking services. Also the latest Internet success stories, MySpace (http://www.myspace.com) and Facebook (http://www.facebook.com), are about social networks.Beingincontactwiththeothersisoneofthekeydriversforhumans.

Diditmakeanysensetryingoutimmaturetechnologyinlate1990’s?Eveniftherewere problems,wedidlearnalotduringthefirstyearsofWAP.Someofthelearningcanbeused later, when developing good Internet services for mobiles. In the area of usability, many researchers published papers related to user interface design, interaction design and usability: Buchanan et al. (2001), Chittaro and Dal Cin (2002) and Kim et al. (2002) amongstmanyothers.Iinvestigatedtheareain paper 2 (KaikkonenandRoto2003),and paper 5 (Hyvärinenetal.2005).Inadditiontotechnologyandprotocolinformation,these papers do contain generic information related to the usability of, and design for, small screensandspottynetworks.Thisgenericinformationcancertainlybeutilizedinthefuture designandtheevaluationofanyservicestargetedatsmallscreens.Anotherobviouslesson isnotrelatedtouserinterfacedesignorusability,butrathertohowimportantitistotake userexpectationsandmentalmodelsintoconsideration.Thedisappointmentportrayedby 42 themediainearly2000reflectedthemismatchbetweenthemessageanduserperception.In themidstofthehype,theanalysisofthereasonsforthehypetooksecondplacetomarket messages. The companies developing mobile technologies are not, however, entirely to blame;criticalpublicreviewswere,ingeneral,rare.ThepublicmessageontheInterneton mobilesinEuropeandNorthAmericafailedtotakeintoconsiderationtheperceptionand thementalmodelsofusers.Japanesecompaniesweredoingabetterjob,buildingreadyto– usepackagesforusers.

4.4 Evolution of the Penetration in 6 Countries

MobileInternetpenetrationhasevolveddifferentlyindifferentcountries.Therearemultiple reasons for the differences and several analyses have been published on why Internet on mobilesdidnotflyinEuropeorNorthAmerica.Theamountofpublicationswasespecially highaftertheWAPhypewasfollowedbythedisappointment.

When talking about the early days of Internet on mobiles in different countries, it is important to remember how the status of the Internet was in late 1990’s. The web penetrationoncomputersvariedalotindifferentcountries,sowhen mobileInternetwas introduced,peopleindifferentcountrieshaddifferentknowledgelevelonInternet.How commontheInternetandmobilephoneusewereinacountryhasclearlyinfluencedonthe penetrationgrowthofInternetonmobiles.IfwetakemobileInternet‘wonderland’,Japan, asthefirstexample:InFigure12canbeseenthatin1998theInternetpenetrationinJapan wasonly14%(ITU2009)Thisperiodcanbecalled“preMobileInternettime”inJapan. iModewaslaunchedin1999andonlyoneyearafterthelaunch,penetrationhadjumpedto 37%.ThegrowinguseofmobileInternetexplainedalotofthis,asinJapanthosetimesit wasnotcommontohaveInternetconnectioninhomes.Inthelate90’s,Japanesepeopledid nothavemuchexperienceonInternetuseoncomputers.Duetolackofpersonalexperience it is very likely that Japanese users had very different perception on what is ‘Internet’ compared to more experienced users. In the same way we can assume that the Japanese mentalmodelof‘Internet’wasverydifferentfrompeoplelivingincountrieswhereInternet penetrationoncomputerswasreasonablyhighalreadyinlate1990’s.

Saarikoski(2006)saysinhisdoctoralthesisthatthemainsuccessindicatorforInterneton mobiles in Japan was the adoption of email. He views that the main reason for the slow adoptionofemailonmobilesinEuropeisthepopularityofSMS.AsSaarikoskiisfocusing onthedifferencesbetweenJapanandFinland,heisnotfocusingothermarketsanddoesnot explainwhytheUSdidnotadoptInternetonmobilesinthesamewayasJapan:justlikein JapantheinteroperabilityofSMS did notexistin USwhen WAPwasintroducedandin bothcountriesthemobilephonemarketisoperatorcontrolled.

Jones and Marsden (2006) note the difference between Japan and USA / UK in Internet penetrationintheearlyyearsofthismillennium.ThebigdifferenceisthatinUSApeople were using email with their computers and that computers with Internet connection were muchmorecommonthaninJapan.InUSAtheuseofthepagerswasalsocommonthose days. Saarikoski draws his conclusions of West, based on Northern European behavior, whichisnotthewholepicture.Saarikoskihasusedexpertinterviewsasprimarymethodin hiswork.Theexpertinterviewsoftengivequicklyagoodoverviewofthemarket,butthe expertsalreadyconsolidatethephenomenatheyobserve.Thismeansthattheconsolidations made from expert interviews are often consolidations of consolidations. When doing so, someinformationmaybe missed.Theresearch method maybethereason whythe main humanmotivationsweremissingfromtheexplanationsofSaarikoski.Themainmotivation issocialinteractionandconnectivity.AsSaarkoskinotesinhispaper,theemailonmobile phones in Japan is not about multidevice access to message, but rather communication betweentwopeoplewithmobilephones.Fromtheuserpointofviewtheneedseemstobe

43 thesameaswithSMS.EvenifSMSisnotastechnicallyadvancedasemail,itisbetter designedformobileuse,asitshowsonphoneidlescreensandwiththetonethatmessage hasarrived.Theadvantageofemailcomeswhensendingmessagetomultiplepersons,as emailingfrommobileischeaperthanSMS,wherethecostishigherwhensendingmany messagesthanwhensendingjustone.

USA has been one of the leaders in Internet penetration on computers. In year 1998 the InternetpenetrationinUSAwasalmosttwicethepenetrationinJapan:PenetrationinUSA was27%inyear1998and48%inyear2000.Internetconnectionwasnotavailableonlyin officesandinschools;manypeoplehadInternetaccessathomestoo.Thismeansthatitwas morecommonforpeopleinUSAtoaccesstheInternetandgainusageexperience.InUSA the Internet on mobiles comes to peoples’ awareness around 2000, when the Internet penetration was already closer to 50%, (figure 13) at the same time the mobile phone penetrationinUSAwasrelativelylow.Thereareviewsinliteraturethatthereisnorelation betweenfixedPCInternetuseandmobileInternet/SMSuse(Funk2003),butthepicture today does not seem that simple. Funk did his work in early years, when the whole evolutionwasjustabouttostart.Thisshowshowinindustrythereisneedtostartdrawing conclusionsfasterthanpeoplemanagetoadjusttheirbehavior.

Figure 13 and Internet penetrations in six countries 1998- 2007 (ITU 2009)

44 High Internet penetration also means that people in USA were already familiar with the concept of Internet and that a large part of the population had already built some kind of mental modelof“Internet”beforetheyheardabout“mobileInternet”.Evenifthereareno studiesconcerningpeople’smentalmodelonInternetfromthosetimes,wecanassumethat theexperiencewithWAPdidnotmatchwiththepeoples’perceptionoftheInternet.Intheir PCdeprivationstudy,Hinmanetal.(2008)foundoutthatuserswereseekingforthesame usagepatternsonmobileInternettheywerefamiliarwithoncomputer.Whentheywerenot abletorealizetheirneeds,theyreportedaboutgrowinganxiety.USAhasalonghistoryof computerbasedInternetuse.Figure13showsthatmobileandInternetpenetrationinUSA havebeendifferentfromothercountries:Inmostcountries,themobilephonepenetrationhas beenhigherthanInternetpenetrationfortenyears,butinUSAtheyear2005hasbeenthefirst yearwhen mobilephone penetration hasexceeded theInternet penetration. This must have hadinfluenceoneverydaypracticesamongsttheusersinUSAandtheir mentalmodelson technology.Ibelievethatthementalmodelsandtheexpectationsrisingfromthemisoneof theunderlyingreasonswhyInternetonmobileswassuccessinJapanbutnotinmanyother industrializedcountries.WithlessexperienceofInternetitislesslikelythatJapaneseusers hadaspecificscriptofInternetuseatthetimewheniModeandothermobileInternetservices were introduced. It seems that the decision makers in Japanese companies understood the landscapeandwerecapableinusinginformationindecisionmaking:theydidnotadvertise themobileserviceswithtechnicalterms,butratherwithbenefitforusers.

0.8

0.7

0.6 Japan 0.5 South Korea Italy 0.4 UK 0.3 Finland US 0.2

0.1

0 1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008

Figure 14 Mobile Internet penetrations in 6 different countries in 1998-2008 (Strategy Analytics 2008, used with permission)

FewyearsagotherewasperceptionthatmobileInternethadfailedinEuropeandinUSA. Despiteoftheseperceptions,thepenetrationinseveralcountrieshasbeengrowingsteadily (figure 14). Japan and South Korea have been ahead of the other countries, but the penetrationhasbeengrowingsteadilyalsoinEuropeandUSA.Theshapeofthegrowthis veryclosetotheRogers’s(2003)Scumulativepenetrationcurve(Figure15).TheSshape wasjustdifferentindifferentcountries,lesssteepespeciallyinUSandEuropeancountries. ThedisappointmentbecauseWAPwasnotanimmediatesuccesswasrelatedtomismatch betweentheuserandindustryexpectations.IndustrydecisionmakersinUSAandEurope were not able understand user perspective to mobile Internet and took it for granted that 45 userswouldseethebenefitsinthesamewayasindustrydid,justlikeGourville(2006)has pointed.

Figure 15 Rogers’ Cumulative penetration S-curve

4.5 Internet on Mobiles- Situation Today

Forresterreport(Lakshmipathy2007)saysthatInternetonmobilessuffersfromthreemajor problems today: 1) content is hard to find. Forrester report talks here about the mobile tailoredcontent.2)Usabilityispoor:typingwithmobilesisdifficult,mobiletailoredsites arenotproperlydesignedformobileuse,butrathermodifiedslightlyfromInternetoffering. Thereisalsolackofconsistencybetweenthesitesandwithinthesite.Thedownloadable applications provide better usability, but the applications are hard to find. 3) Access to Internetonmobilescostsalotandusersdonotunderstandhowthecostisgenerated.This wouldmeanthattheservicesarenotonlydifficulttouse,butthereisnoreasontousethem andusingtheservicesislikegivinganopenchecktothenetworkoperator.

StevenBrowne(2007)hascometoasimilarconclusionandsaysthatInternetonmobiles suffersfromthreemajorbarriersinuserfriendliness,coveringsomeoftheproblemspointed inForresterreport:1)Mobilesearchisinaccurate2)carrier/operatorportalsareambiguous and3)inputiscumbersome.Brownegivesfiveexamples,howJapanesecompanieshave made it easier for users to get the mobile Internet content, most of these are related to findingthecontent.Japanesecompaniesprovidebarcodesasshortcuts,applicationsarepre installed to phones, web addresses are simplified and mobile phone input is taken inconsiderationinaddresses.Tagsarepushedtousersandtherearemultiplepathstothe sites.Linkstomobilewebsitesaresenttousersbymobileemail,forexample.Accordingto Browne,thesehelpinallthreebarriershebroughtup.

IftheInternetonmobilesislookedfromdevelopers’viewpoint,thescenehasnotimproved from the early days: the number of alternatives has grown, there are more devices than earlierandthedevicesaremorediverse.Thereisanythingfrombasicmobilephonestovery powerfuldeviceswithfullQWERTYkeyboardandgoodqualitydisplay.Thesedifferent devices and browsers are presenting user interface differently and they support different technologies for application creation. There are various ways to connect to the network, somephoneshaveveryslowconnectionandtheotherphonessupportWLANandotherfast networks.Thenetworkspeedinfluencesforexampleonwhatkindofgraphicscanbeused intheservice.Adeveloperhastodolotsofworkwhendecidinghowtodevelopamobile serviceforasbigagroupofusersaspossible.InordertogetenoughcontentforInternetuse

46 inmobiles,ithastobeeasyenoughfordeveloperstocreateitbyusingstandardtoolsthat allowcreationformultipleplatforms.

TheInternetonmobilesgivesstrongestvalueintimeliness:informationcanbeaccessed whenuserneedsitandthedevicecanusethelocationtohelptheinformationsearch.(The barrierfortheimplementationofsuchservicesisthecomplexityofthemobilevaluechain). Ifacompanywantstobuildalocationawareserviceforcompanyinternaluse,theymay needtocooperatewiththenetworkoperatororother‘outsider’toimplementtheservice. TheForrester(Lakshmipathy2007)doesputhighhopesintheimprovementofmobileweb innearfuture.Thereistoowiderangeofdeviceandsoftwareoutinthemarketthatmakes theworkofthedesignersanddeveloperstoocomplicatedwhendesigningtheservicesfor multiple platforms. Cross channel approach can, however, be the key to short term improvementofmobileInternet.Onewayistoallowuserstodefineoncomputerwhatthey want to see on mobile, though this works best on markets where users have commonly accesstocomputers.Otherwayistointegrateallpossiblewaystoaccesstheserviceson mobilesandnotrelyingonlyonbrowser.Thiswouldmeancreationofseparateapplications orappletsthataccesstheInternettoretrievespecificpieceofinformation , orevenhaving partoftheserviceaccessiblewithtextmessages.

4.6 Challenges in the Future

Basedon papers 10 and 11 ,(Kaikkonen2008,2009)thebiggestbarriersinuseofInternet onmobilesarenotrelatedonlytotheeaseofuse,butalsothefacilitatorsthetechnology; (forexamplebatterylife)andbusinessinfrastructure(forexamplethelackoftransparency incostgeneration.)

4.6.1 BusinessInfrastructure

Thedistributionchannelsandbillingmodelareveryvisiblebusinessinfrastructurerelated issuesinserviceuserexperience.Thedistributionchannelsinfluenceontheavailabilityof theserviceandhowusersbecomeevenawareofit.

The paper 8 ,(Rotoet al2006)showshowevidentitisthatthecostis one ofthemajor influencersinmobilebrowsinguseandsatisfaction.Theproblemisthatmobiledatatraffic cost is hard to understand, follow, and control. The perception of the billing model does influenceuserbehavior:peopletrytomaximizethebenefitwhiletheyminimizethecost. The user perception of the mobile data billing model is not always right, due to the complexityandthelackoftransparency,butpeoplebehavebasedontheirbeliefs,notthe reality.Gourville andSoman(2002) pointthat costawareness andtransparencyare main elementsinfluencingtheconsumptionbehavior.Peoplearemorelikelytousetheproductor theservicewhentheyareawareofthecostandhowitisgenerated,orwhentheydonot needtocareaboutthecostwhenusingtheproduct.

AccordingtoGourvilleandSomanonlyveryfewexecutivestakelongtermimpactofthe cost in consideration when defining the billing models. This may be one reason why the billingandcostmodelsinmobiledataseemstobechangingsoslowly.Inrelationtofixed Internetuse,Shenkeretal(1996)comeoutwithsimilarconclusionthatthepricingmodelin Internethaseffectontheusagepatternsoftheconsumers.Theypointthattheuserswith differentusagepatternswouldneeddifferentbillingmodel.Thecostofstartingtousethe serviceshouldbelowforlowvolumeusers,andthevolumeinlongrunisthewaytogetthe revenue.However,heavyusersratherpaylittlemoreforattachmentfeeandlessforusage. This shows that users try to make decisions based on their assumed usage patterns and optimizethecostandperceivedbenefit.Iftherealityandtheuserperceptionarenotinline, thiswillcauseproblemsandtheonlywayuserscancontrolthecostisbydecreasingthe use.ThisiswhathashappenedinthemobileuseofInternet,whenthebillingmodelhasnot 47 beenclear.Itisobviousthatuserperception,ratherthanreality,iswhatcountsmoreand influencesthebehavior . Duringrecentyearstheoperatorshaveintroducedflatfeefordata and many mobile devices can access WLAN networks, which can be free. In paper 10 , (Kaikkonen2008)IpointthatWLANcapablemobilephonesincreaseespeciallythemobile useoffullweb.

4.6.2 Technology

Mobiledeviceswithnewtypesofformfactorshaverecentlyenteredthemarket.Thebarrier betweenhandhelddevicesandlaptopcomputersisdecreasinggivingnewpossibilitiesfor developersandusers.

Despiteoftheimprovement,alsothebatterylifecontinuestobeachallengeinthemobile use of Internet. People keep their mobile phones with them because they want to communicatewithotherpeople.Userswanttomakesuretheycanmakeandreceivecalls or text messages. If there is a risk of running out of battery during the day, users start controlling the service use. The battery life in mobile phone may not get significantly longer, even if the battery technology is slowly improving; New, multifunctional mobile devicesallowuserstodomorewiththedevicesthanearlier,andpeoplearemakinguseof these new capabilities. Some new devices are built with the idea of being “all the time” connected.Whenthedeviceisconnected,nomatteriftheconnectionisnetworkconnection via WLAN or 3G or if it is connected to GPS, the battery is being consumed. If the connectionisnotgood,thedevicewillrunoutofbatterypowerevenfaster.

InmyworkIhaveobservedthatusersexhibitingsimilarserviceusagepatternsreportvery differentexperienceswithrespecttobatterylifedependingonnetworktheyareon:theusers ofonenetworkmayreportthattheycanusetheirdevicesawholedaywithoutchargingthe battery,andtheusersofothernetworkreportthattheyneedtochargetheirdevicesmore thanonceduringtheday.Thismayreflectthattherecanbedifferencesbetweencountries andoperatorswithrespecttobatterylife.Ifthenetworkconfigurationinfluencesthebattery life,itwouldbeonewaytoimprovetheexperiencewiththebattery.Thebatterytechnology is not the only way to improve the battery life; network configuration and smart default settingsinmobiledevicethatoptimizethepowersavesinrelationtotheusagepatternsof userandcanhelpsituationaswell.

4.6.3 NewUserGroupsandEmergingMarkets

IhavedonemyuserstudiesinEurope,AsiaandNorthAmerica,wherethereareadvanced mobiledevicesthatcanconnecttotheInternet:thedevicescreensarereasonablylarge,the devicesmayhavetouchscreensorfullQWERTYkeyboardsandfastnetworkaccess.To haveglobalviewtothefutureofmobileInternet,thefocusshouldalsobeturnedtoAfrica. There is little research data on mobile Internet use in Africa, but there is other evidence showingthatInternetonmobileshasgoodpotentialthere.Operas’reportofmobileweb use from September 2008 shows that service traffic in Africa had grown 180% during 6 months(Operawebsite,2008).InglobalthechartofOpera,EgyptandSouthAfricaare amongsttop10countriesinserviceuse.Themobilewebbrowsinghasgrownrapidlyalsoin manyotherAfricancountries,especiallyinNigeriaandKenya.NigeriaandSouthAfrica arealsoamongstthetopcountriesofBBCinternationalWAPuse(BBCworldreport2006) andtheoveralluseofmobileInternetseemstobeactiveinthesecountries:SouthAfricais 6th andNigeria7 th countryintheworldinmobileInternetaccessaswhole.(AdMobMobile Metrics Report 2008). The African Internet use on mobiles is mostly use of the mobile tailored content. Mobile tailored content (WAP pages) is usually smaller than full web content;thereforeitischeaperandratherreliable.ItisunlikelythatthesituationinAfrica willchangeinnearfuture.ThismeansthattheglobalevolutionofInternetuseonmobiles

48 will be biased: developed countries and developing countries will have different infrastructureanddifferentpossibilitiesandthatwillleadtodifferentpathsindevelopment.

Despiteofthedifferencesininfrastructureandtheuseofmobiletailoredsystem,themobile InternetinAfricashouldnotbeoverlooked:BBCwasabouttoclosetheirWAPportal,but cancelledtheclosingwhenfindingoutthatthereareasignificantnumberofusersoftheir WAPserviceinemergingmarket,especiallyinAfrica.Figure16showsthatinJuly2006 87% of BBC international WAPtraffic was coming from Africa. 61% of the accesses to InternationalWAPservicecomefromNigeriaonlyand19%ofthehitscomefromSouth Africa.

Figure 16 BBC International WAP use in July 2006 (BBC news 2006)

CNN has found similar growth in WAP use in Africa and has relaunched their WAP service,targetingtheAfricanmarket.TheyhadalreadyclosedtheiroriginalWAPservice. (Mobilemarketingmagazine2007)

WhatisthereasonforsuchhighusageratesinAfrica?MostnewsheardfromAfrica,makes oneassumethatpeoplearestrugglingtosurvive,anditdoesnotmakesensetousemobile Internetinsuchsituation.BBChasausercommentintheirwebsitethatexplainsatleast somemotivation:

“I'm in Uganda and the only access I have 2 the outside world is this pinhole 2 info”

Ugandan texter to the BBC

Themobilenewsistheonlyaccesstoworldnewstosomepeople,theonlywaytoknow what is going on in the other part of the world. The landline telephones or Internet connectionsarenotasolutionhere,eveniffromtheEuropeanperspectivethatwouldmake moresense.FixedlineconnectionsisoftenlessreliableinAfricanthanmobileconnections. Thissoundsweirdtopeopleindevelopedcountries,butmanyAfricancountriessufferfrom massivecablethefts(EnergyBulletin2004,Telegraph2007,WhygoSouthAfrica,2009) thatmakesitdifficulttolocalpeopletotrustonfixedlineconnections.Thecabletheftisnot theonly problem decreasing the trust on fixed line systems. Daviesetal(2008) describe howthefiresonelectricwirescauseproblemsinthedistributionoftheelectricity.Mobile devicesarebuiltinsuchway,thattheydonotneedtobeconstantlyinpowercable,andthis makesthemmorereliableinsuchconditions.

49 TheurbanizationisagrowingtrendinmanyAfricancountries;overhalfofthepeoplein Africalivealreadyinurbanarea,butmajorityinverypoorareas,inpracticeintheslums. The wired network may not be built in poor areas, but the wireless access does not differentiatetherichandthepoorareasofthecity.Evenwhenthinkingjustpractically,for manyAfricans,mobileaccesstoInternetmakesmoresensethanfixedaccess.Duetothe increasing urbanization, the rural area will have less and less people. In big countries, investingwiredsysteminruralareamaynotbeprofitable,soalsoruralwillcountonmobile infrastructure.

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50 5. EVOLUTION OF THE METHODOLODY - FROM USABILITY TO USER EXPERIENCE

Betweenyears1998and2008,theresearchquestionsinmobileHCIhavechanged.Asseen in chapter 3, the need for broader understanding of service usage has become more important. User Experience may be too vague term to use in research (or in product development), but the increase in use of the term with broader scope than ‘usability’ indicatesthatthescopeoftheresearchiswidening.Asthemethodsusedinresearchshould beselectedtoanswerthequestions,itisevidentthatduringthisperiodalsothe methods havechanged.

5.1 User-Centered Design Methods in Mobile Service Development Process

Various methods are needed in service development process to investigate users. These methods are used to find answers to the questions a development team has in different phases of the development process. The questions are often related to the decisions developmentteamneedstomakeinordertodeveloptheproduct.Asthequestionsinthe phasesaredifferent,therehastobeagoodrangeofmethodsinuse.Howgooddifferent methodsareandwhentheyshouldbeusedhasbeendiscussedinliterature(Jeffriesetal. 1991, Gray et al 1998). Despite of the academic discussion, the outcome is not always useful for the practitioners. Wixon (2003) argues that even if the applied perspective has beendiscussedinthesepapers,theoutcomehasjustlittlerelevancetoapractitioner.These papershavenotgivenpractitionersanyadditionaltoolsorguidancewhentheyarechoosing themethodology.

Academicresearchisperformedbyprofessionalresearchers.Toguaranteetheinfluenceto theproductdevelopment,thedevelopmentteaminvolvementisrecommended.Developers haverarelyexperienceonresearch.Theneedfordevelopmentteaminvolvementhasbeen recognizedalreadybeforetherewasdiscussionaboutInternetonmobiles.Landauer(1988) emphasizes that user research (whether it is conducted in the beginning of the product development or during the development) is most effective if the development team is activelyinvolvedwiththeresearchplanningandexecution.Thisisonewayofavoidingthe big problems in the design decision making, relying on intuition and the lack of understanding the variability of user behavior. Even 20 years later, these are common problems in decision making in product development. To decrease these weaknesses in decisionmaking,userstudiesinthedifferentphasesofdevelopmentcyclearenecessaryand shouldincludemethodsthatinvolvethedevelopmentteam.

Therearevariousmethodstostudyusers,butifthesemethodsaresimplified,thereareonly twowaystoinvestigatepeople:peoplecanbeobservedortheycanbeaskedquestions.The alternative ways of observing and asking is numerous and there are many ways of combiningthemethods.Inproductdevelopmentthemethodmustbeselectedaccordingto thespecificquestionthatneedstobeanswer.Questionsareoftenrelatedtothedecisions thataretobemade.Choosingtherightmethodisanimportantpartoftheriskmanagement. The goal in service development is to create as good product as possible with available resourcesandthetimewhenproductshouldbeonmarket.(Hertzum1999)Itisimportantto have right information at the right time, and that the development team can rely on the validityofthedata.

51

Figure 17 Evolution of test facilities in mobile service usability testing. First it was possible to use normal video camera in stand (17A), then minicamera was possible to use in laboratory (17B) and later in the field (17C).

Ecological validity has been a topic especially inmobile service usability studies. Actual field testing of the mobile systems was not possible before miniature cameras become available. In late 1990’s and early 2000, it was possible only to monitor the use of the mobile device in test situation with normal video camera by placing it to a stand (figure 17A).Startingfromtheearlyyearsofnewmillennium,theminicamerasbecomeavailable allowingusertomove morefreelyintestsituation,yetmonitoringthedevicescreenand finger movements. In the beginning the video storage equipment was so big that it was difficult to move it around, so the test facility was still stable (figure 17B), but later the whole portable usability laboratory equipment developed and made the field usability testingpossible(figure17C).Figure17AisusedwithpermissionofJuhaMarila;figures 17Band17CarefromstudieswhereIhavebeenpartoftheresearchteam.

During the years, I have used various user research methods in my papers. The methods reflectthequestionsrelevanttothespecificprojectphaseandtheperiodoftimewhenthey weredone.Evaluationmethodsinpapersincludedtothisworkarepresentedinthischapter.

5.2 Methods in My Papers Included to This Work

InmypapersIhaveusedavarietyofmethods.Thissubsectiondescribesthemethodsused inthestudiesfordifferentpapersIhaveincludedintothiswork.Theusercentricdesign practices often split the methods into design and evaluation methods. As in service development process the goal is to find good design solution, the barrier between the questionsisvague.Inservicedevelopmentprocessmanyevaluationmethodscanbeusedas toolstocreatedesignsolutions,evenifitisnotasobviousasinpaperprototyping.

52 5.2.1 Paper1

Kaikkonen Anne, Törmänen Pirjo: User Experience in Mobile Banking. Industrial case studyinBritishHCI2000

This paper is presenting the process of service development rather than the use of any individualuserresearchmethod.Thepaperhowevercoversthegamutofdifferentmethods that can be used during service creation process. It is common that published papers, includingthemajorityofmypublications,focusonpresentingonepartofthedevelopment process.Thisisthereasonwhymostpaperspresentonlyoneortwomethods.

TheservicedevelopmentprocesspresentedhereisclosetoonedescribedalsoinKaikkonen andWilliams(2000)andthemodificationoftheusercentereddesignprocessdescribedin ISO13407UserCenteredDesignforInteractiveSystems.Theprocessitselfdoesnotdefine themethods.Themethodsusedinthemobilebankingdevelopmentprocessare:

Inthebeginning oftheprocess:Interviewsoncurrentservice use,logdataanalysisand literaturereviews

During the development phase: usage scenarios, paper prototyping, and lowfidelity usability testing (paper prototypes) and usability testing in laboratory with highfidelity prototypes

In the end of the development, pre launch phase: Field pilot with internal pilot users (questionnaires,themeinterviews,servicediary,andlogdata)

Intheendofthedevelopment,postlaunchphase:longtermusagestudy(onlinesurvey,in depththemeinterviews)

5.2.2 Papers24

KaikkonenAnne,RotoVirpi:NavigatinginaMobileXHTMLApplication.InProceedings ofCHI2003

RotoVirpi,KaikkonenAnne:AcceptableDownloadTimesintheInternetonmobiles.In UAHCI 2003 (2nd International Conference on Universal Access In HumanComputer Interaction),June22232003,

Roto Virpi, Kaikkonen Anne: Perception of Narrow Web Pages on a Mobile Phone. In proceedingsofHFT2003

Twopapersofthreeareconstructedbasedonthesameuserstudy.Themethodusedinall papersisusabilitytestinlaboratory.Inourstudywewantedtofindanswerstoquestions relatedtoservicenavigationanduserinterfacedevelopment;theoriginalgoalwastoupdate Nokia’s WAP user interface design guidelines, when the markup language changed from WMLinWAP1.xtoXHTMLinWAP2.0.Themarkuplanguagechangehadeffectonthe interaction logic in such way, that we needed to create different interaction models to fictionalservicesandrunusabilitytestswith30users,byusingbothlow–andhighrange phones.

5.2.3 Paper5

Hyvärinen Tuuli, Kaikkonen Anne, Hiltunen Mika: Placing Links in Mobile Banking Application.InProceedingsofMobileHCI2005.

53 Themethodinthispaperwasusabilitytestinlaboratory.Thepaperhandlesuserinterface andnavigation.Itcomparestwowaysofplacinglinksinaninteractiveservice.Questions wererelatedusers’perceptionandreactionstouserinterfaceelements,thereforeusability testinlaboratorywasconsideredtobesuitablemethod.

5.2.4 Papers6and8

Kaikkonen Anne, Kekäläinen Aki, Cankar Mihael, Kallio Titti, and Kankainen Anu: Usability Testing of Mobile Applications: A Comparison between Laboratory and Field Testing.JUS2005,issue1;vol.1

Kaikkonen Anne, Kekäläinen Aki, Cankar Mihael, Kallio Titti and Kankainen Anu: Will Laboratory Test Results be Valid in Mobile Contexts? Book chapter in Handbook of ResearchonUserInterfaceDesignandEvaluationforMobileTechnology(Lumsdeneds), (2008)

Thesetwopapersarebasedonthesameuserstudy.Themethodsusedinthesepapersare usabilitytestinlaboratoryandusabilitytestinthefield.Thestudywasaboutcomparingthe results gathered with these two methods. The research question led the methodology selection.Themotivationfororganizingthestudywasrelatedtoquestionsinourdailywork in service development. In R&D environment it is particularly important to optimize the timeandeffortindevelopmentprocess.Wealsowantedtotakeparttothediscussionon whentheusabilitytestinginlaboratoryissufficientandwhenthefieldtestingisrequired.

5.2.5 Paper7

KaikkonenAnne:UsabilityProblemsinToday’sMobileInternetPortalsJournalofInternet Technology2006.

This paper combines multiple evaluations of the mobile tailored Internet portals: the methodsusedinevaluationsareexpertevaluationandusabilitytestinlaboratory.Thepaper combinesseveralcasestudiesthatoftenwerepartofarenewalprocessofthemobileportal. Theevaluationneedrosefromtheneedforanalyzingthecurrentstateofcustomers’mobile portalandtheirlocalcompetitors’portals.Dependingoncasethemethodwaseitherexpert evaluationorusabilitytestinlaboratory.

5.2.6 Paper9

Roto Virpi, Geisler Roland, Kaikkonen Anne, Popescu Andrei, Vartiainen Elina: Mobile BrowsingUserExperienceandDataTrafficCostsMobea2006

Themethodusedinthispaperisthemeinterviewsandcontextualinquiry.Thestudieswere doneinitiallyforotherpurpose,buttheinterviewdatawasreevaluatedforthispurpose.

5.2.7 Papers10and11

Kaikkonen Anne; Full or Tailored Mobile Web Where and How do People Browse on TheirMobiles?

KaikkonenAnne:MobileInternetPast,presentandthefuture

Thesetwopapersarebasedonthesameuserstudy.Methodsusedinthestudyareonline survey and contextual theme interviews. The research questions were related to the behavioral patterns of users and their perception of mobileInternet. There was a need to gatherinformationfromalargegroupofuserstounderstandthefrequencyofspecificusage patterns,aswellasunderstandingthemotivationbehindtheusage. 54 5.3 The Reasons for Methodology Selection

InadditiontothemethodsIhaveusedinmywork,thereisavarietyofothermethods.I haveused11differentmethodsinpapers,includedintothisdissertationandopenherethe rationaleofchoosingthemethods.InmoststudiesIhaveusedmultiplemethods.Someof themethodsexcludedfromthisdissertationarewidelyused,butIwillnotexplainwhyIdid notchoosealternatemethods.

5.4 Beginning of the Service Development Process

Theservicedevelopmentprocessoftenstartsbycollectingavailabledataoncurrentservice use and other way users have in fulfilling the same needs. There has been discussion whethertheprocessshouldstartwithactualuserstudyornot.ForexampleNorman(2006) saysthattheorganizationshouldgatherconstantlydataonusersandtheirbehaviorandnot put lots of resources in research when the development process starts. The development teamisformedbyspecialistsfromdifferentdomains,includingusability/userexperience practitioners.Usabilitypractitionersmayhaveconstructedunderstandingofuserneedsand behaviorinspecificdomain,butthechallengeoftenisintransferringthisunderstandingto thewholedevelopmentteam.Differentteammembersmakedifferentkindsofdecisionsand needanswerstodifferentkindsofquestions.

Myresearchinthepapersincludedintothisworkhasbeenlinkedtoservicedevelopment and the goal has been to provide information the development team needed for decision making. The goals related to development have influenced the selection of methods. The methodsinthebeginningoftheprocessfocusonbuildingtheunderstandingofusersand theirneedsforstrategicpurposes.Thematerialworksalsoasinspirationsourceforideaand designcreation.

5.4.1 LiteratureReviews

Nomatterwhatkindofserviceisbuilt,thereislotsofinformationavailableonusers.If similarserviceisnotavailableinthesametechnicalplatform,therehasbeenotherwaysof fulfilling similar needs. There is almost always some information available; user studies donebyuniversities,researchinstitutesorothercompanies.Eveniftherewouldbeplanto runastudywhenstartingthedevelopmentprocess,itisgoodtocheckwhatinformationis available and analyze what are the information gaps. In mobile service creation process there are multiple channels to seek the information, including marketing studies, informationaboutthewebservice useifthecompanyhassuch; eventhelog data ofthe serviceuseisusefulaswellasinformationoncompetitors’serviceuse.Manycompanies have customer or user segmentations available and these give valuable information on potentialusers’demographicandbehaviorinrelationtoservice.Inadditiontoinformation relatedtousers,informationoncompanystrategiesshouldbekeptinmind.

5.4.2 InterviewsandObservations(FindingouttheUserBehavior)

The interviews and the observations of current service use, ways how service use is integratedinthedailylifeofcustomers,aregoodwaysoffillingtheinformationgapson users.Equallyimportantistomakesurethedevelopmentteamgetsgoodunderstandingon users, their life and priorities related to the service use. Sometimes the method used is calledContextualinquiry,(BeyerandHoltzblatt1998)butinterviewsandobservationshave beenusedbypsychologists,sociologistsandanthropologistslongbeforeuserinformation wasneededforproductdevelopment.

Even if the companies should constantly make sure they have uptodate information on theircustomersandtheusersoftheirproducts,itisimportantmakesurethisinformationis 55 passedtotheproductdevelopmentteams.Itisgoodto have userresearchersinvolvedin development process. They can help the rest of the development team to understand the usersandorganizetheuserinterviewsandobservations.Basedonmyexperience,runninga smallscalestudywhereusersareinterviewedandobservedisgoodwaytomakesurethat thedevelopmentteamsharesthesamevisiononusers.

Therearemultiplewaysofanalyzingtheinterviewandobservationdata.Inthesamewayas therearemultipledatagatheringmethods.Theselectionoftheanalysismethodshouldbe based on theresearch questions.Often the process starts by the transcribing the gathered data.Theevaluationofthedataisdonewithgroundedtheoryapproach(herethegrounded theoryishandledasananalysismethodofqualitativedata),wherethedataisclassifiedand categorized (Strauss and Corbin 1998). Affinity walls in Contextual inquiry can be considered to be an evolution of the grounded theory. The grounded theory, as well as affinitywallsarebottomupapproachestherawdataiscategorizedandthegeneralizations arebasedonthese.Thetheoryandunderstandingarebasedonthedatathatisfound.Thisis goodwhenstudyingnewphenomenathatrequireresearcherstokeeptheirmindopen.

5.5 During the Development Phase- Creating and Integrating User Interface

Thequestionsandproblemsduringthedevelopmentprocessdifferfromthequestionsinthe beginning of the process. The focus is on questions related to the creation of design solutionsandtheevaluationofthem.

5.5.1 CreatingUsageScenarios

Scenarios are commonly used tool in user interface creation (Carroll 1995, 1996). The methodisoftenbasedonstories,textualdescriptionorthenarrativeoftheusageepisode, thoughthescenarioscanbecreatedtobemorevisual,intheformofacartoonorevena video.Thesedescriptionsofusagesituationsformthebasisforthediscussionandanalysis onhowthetechnologyis(orcouldbe)used.Thenarrativescanhelpthedesignteamin sharingtheviewsonuser’sgoals,andthecontextwheretheuserisoperatingin.Usage scenarioscanalsohelpintheprioritizationoftheusecases.

When creating usage scenarios, I commonly started by creating few personas or user profiles.IoftencreatedthepersonasbyusingthematerialfromuserstudiesIhadconducted inthebeginningoftheprocessandmarketresearchmaterial(likesegmentationmaterial), whensuchdatawasavailable.Thepersonasareusefulandcrediblewhenthereisenough datatomatchthepersonatothetargetusersoftheservice.Thenarrativeswerecreatedto describehowthesystemshouldhelptargetusers’tomeettheircommongoals.Usuallythe narratives were created together with the product team, including product managers, designers and implementers, but sometimes users were asked to create the narratives themselvesortheywereevaluatingnarrativescreatedbydevelopmentteam.

Importantaspectinscenariobaseddesignapproachisthatitisagoodtooltouseingroups and narratives help the team to discuss the feature prioritization. This way the product manager can also get good feedback for the prioritization from team members and even fromendusers.

5.5.2 DesigningPaperPrototypeswithUsers

Paperprototypingisamethodthatallowsuserinvolvementindesignprocessveryearly.It isalsoaverycheapwaytotestdesignideaswiththetargetusers.Paperprototypingcanbe used both for designing and evaluating early designs. Usability testing with paper prototypesissometimescalledas‘lowfidelity’testinganditcanbeexecutedinsuchway thattheuserinvolvementindesignisveryhighevenwhenrunningusabilitytestwiththe

56 paperprototypes,thepartsofthedesigncanbedonetogetherwithusers.Paperprototyping canbedonewithusersinsuchaway,thatusersactuallyparticipatethedesignprocessby influencingthetaskflowandtheplacingoftheuserinterfaceelements;userscaninteract withdesignereitherbyprovidinginformationverballyorbydrawingtheirvisionsonthe paperthemselves.Developmentteamshouldbeinvolvedwiththeprocess,asuserscannot beexpectedcapableintakingallthepossibleproblemsinconsideration.Teammemberscan askuserquestionsinthesessionandusethedesignsmadebyusersandtheircommentsas basisforthedesign.

5.5.3 TestingPaperPrototypeswithUsers(LowFidelityTesting)

Whentestingwithpaperprototypes,thegeneralideaisthatadevelopmentteamhascreated system user interface on the paper. (Or the development team has refined the prototypes createdwithusersearlierintheprocess)Thetestprocesscanfollowgenerallythesame protocolastypicalusabilitytest;facilitatorgivestestusertasksthatshecomplieswiththe paperprototype.Oftenthegeneralatmosphereinpaperprototypetestsismorecasualthan whentestingfullyfunctionalsystem.Inpapertestsitisgoodtohaveoneadditionalperson tooperatethepaperuserinterfaceandprovidethenextstepaccordingtouser’sselection. ThismethodissometimescalledasWizardofOz.Evenifthetestingshouldbedonewith targetusers,themethodismoredemandingforusersthanusabilitytestwithhighfidelity prototypes:userhastobeabletoimaginethesystemresponses,andhavesomeperception of the goal and the system. For example, when testing a mobile service, users in paper prototypetestshouldhaveexperienceonmobiledevicesingeneral:howthelistsappearon mobile device, what happens when an item is selected, how text input works on mobile deviceandsoon.Thenoviceusersmayhavedifficultiesinunderstandingtheframework, thusnotbetheidealusersinpaperprototypetest.

Aftertestingtheservicewithpaperprototypes,theinteractivityofthetestsystemcanbe increased.Whentheinteractivityincreases,theservicecanbetestedwithlessexperienced users, too. It is good to evaluate the user interface and interaction properly before lot of resourcesisputtoimplementationandserviceintegrationtotheactualsystem.

5.5.4 ExpertEvaluations

The expert evaluation reports in my papers are combination of two commonly used methods: cognitive walk through and heuristic evaluations. Good thing about expert evaluationsisthattheycanbedonepracticallyatanyphaseofthedesignprocessandthe inputmaterialcanbealmostanything:designsketches,usagescenarios,functionalanduser interfacespecifications,interactiveprototypesorfullyfunctionalsystems.Ideallytheexpert evaluations are done by multiple experts: the amount of problems discovered increases whenincreasingthenumberofevaluators.(Jacobsenetal1998)

Cognitivewalkthroughisatechniquewhereauserinterfaceexpertgoesthroughaproduct to see whether particular tasks can be accomplished without the user getting confused or lost.Thetechniqueisagoodstartinprocess,whentheexpertneedstogetacquaintedwith thesystemheneedstohelpimproving.Itisalsooftennecessarytogothroughthecognitive walkthroughwhenplanningausabilitytest.

Heuristic evaluation is a technique where one or more evaluators go through the service with predefined principles (heuristics) in mind. The goal is to analyze a product for shortcomings. The heuristics should be based on research and/or industry best practices. Commonly used heuristics are Nielsen’s heuristics (Nielsen and Molich 1990) or Schneidermannseight goldenrules(Schneiderman 1992).Alsodesigndriversdefinedin the beginning of the project can be used as heuristics in evaluation. These predefined principlesareonhighlevelanditisimportantthattheexpertsrunningtheevaluationhave 57 commonunderstandingonhowtheyshouldbeimplementedonparticulararea,inmobile servicedesignforexample.

5.6 End of the Development Phase- Evaluation of the User Interface and Service

Intheendofthedevelopmentphasethemethodsareusedtotestifthedesignsolutionsare working well. Focus is to evaluate if the design supports user when he tries to use the service.

5.6.1 UsabilityTestinginLaboratory(HighFidelityPrototypes)

Usabilitytestingisacommontoolusedtoevaluatetheusabilityofamobileapplicationina development process. Usability tests are usually conducted using a think aloud protocol basedonK.A.EricssonandH.A.Simon’swork(1980,1984).Usersaregiventasksina testenvironmentandencouragedtothinkaloudwhiletryingtoaccomplishthetasks.The goalistogatherinformationprimarilythroughthebehaviorofthetestuser,ratherthanhis opinions.

Usabilitytestsrevealinformationonhowtheuserinterfacematchesthenaturalhumanway of thinking and acting and highlights the features and processes that need improvement. Thedatagatheredwithusabilitytestsisbothquantitativeandqualitative.

The quantitative data includes information on the number of errors, success rate on task, timepertask,thecategoryoftheerrorandtheseverityoftheerror.Theseverityofthe usabilityproblemsisanimportantfactorwhendefiningtheurgencyofactionsrelatedtothe problem.Themosturgentactionsareneededwhentheproblempreventsthecompletionof the task. Dumas and Redish (1993) use four point scale, where the first severity level representsthemostsevereproblemsandthelasttheleastsevere.InmobileareaKallioand Kekäläinen(2004)haveusedthreepointscalefortheseverityofproblems:high(failurein taskexecution),medium(notsosevere,taskcanbeexecuted)andlow(minorproblems).

Thequalitativedataincludestheverbalcommentsfromuser,revealingwhatkindofmental modelusercreatesfromthesystem,whatheexpectstohappenafterhisselectionsandwhy. Thisinformationshouldbedifferentiatedfromusers’opinions;thenumberoftestsubjects is usually so small in usability tests that the opinions of users in one single test do not representtheviewsofwholetargetpopulation.

Usabilityresearchersandpractitionershavebeenconcernedthatlaboratoryevaluationsdo notsimulatethecontextwheremobilephonesareused(Johnson1998)andthereforelack the desired ecological validity. Interruptions, movement, noise; multitasking etc. (Tamminenetal.2004)thatcouldaffecttheusers’performancearenotusuallypresentin laboratory tests. The surrounding environment and mobility are assumed to set special requirements for mobile applications and services. Usability testing should take these requirementsintoaccount.Theseconcernsraisedtheneedtovalidatetheproductsinthe field.

Basedonrecentstudies,likein paper 6 (Kaikkonenetal2005)andpaperbyHoltzBetiol and de Abreu Cybis (2005), it seems that usability tests in laboratory do reveal usability problemswhenthequestionsarerelatedtouserinterface,userinteractionwiththesystem, andtheusabilityelementsdefinedaccordingtoISO924111.Whenthescopeofthestudyis wider,thefieldtestcouldbeconsidered.

58 5.6.2 UsabilityTestingintheField

In paper 9 ,(Kaikkonenetal2008)weshowthattheusabilitytestinthefieldrevealsalso different problems from those uncovered in a classical usability test conducted in a laboratory setting. The comparison studies show that the findings in the field are more relatedtotheuserexperienceanduserbehaviorthanusabilityanduserinteractionwiththe device.

Roto et al (2004) as well as papers 6 and 9 (Kaikkonen et al. 2005, 2008) suggest that usabilitytestinthefieldaretobeusedwhentheresearch questionsinclude widerscope than just users interaction with the system. Like behavior in a natural context, or when studyingtheuseoflocationbasedandcontextawareservices.

Paper 6 states,thatusabilitytestinthefieldcanberun by using similar protocol asthe laboratorytests(Kaikkonenetal2005)orthetestprotocolcanbeverydifferent.Themain issueistodefineverycarefullyandclearlythescopeofthetest,andevaluateifitisworth time and effort to organize the test in the field. In many cases it is be better to run few usability test rounds in the laboratory and then field pilot to test the other aspects influencing the user experience. When testing usability in the field, selecting a good locationiscrucial:wronglocationmayrevealissuesthatwerenotonthefocusofthetest andmaynothelpindeviceorserviceimprovements.

Whenmakingdecisiononweathertotestusabilityinthefield,itisimportanttounderstand thelimitationsofthemethod.Potentiallyinthefieldtheecologicalvalidityisbetter,butnot asmuchasaresearcherwouldliketo.Testusersareawarethattheytakepartinthetestand thetesttimeistooshortforuserstoforgetthattheyareinatestsession.Logisticsinfield test can be complicated and test situation is more prone to disturbances in field than in laboratory.Potentiallywhentestingusabilityinthefieldthecontrolissacrificedwithonly limitedincreaseofecologicalvalidity.

5.7 When the Service Is Ready: Pre- and Post Launch Activities. Piloting the Service and Finding out the Real Usage Patterns

Whentheserviceisready,itisimportanttofocusonstrategicaspectsagain.Thequestions intheendevaluateifthestrategicdecisionswereright(features,usecasesservicesupports), anddidthedesignsolutionssupportthestrategy.

5.7.1 OnlineSurveys

Surveyisacommonlyusedtechniquetocollectinformationfromabignumberofusers. Withonlinesurveysgettingusersiseveneasierthanwithpaperoremailsurveys.Useofthe surveysrequiresthatthemostofthequestionsarestructuredevenifitispossibletoadd openquestions,themajorityofthequestionsshouldhavealternativesfortherespondentto choose.Theonlinesurveyhasbeenusedin papers 1, 10 and 11 .Inpaper1thesurveywas placedonMerita’sonlinebankingwebsiteso,thatitwasvisibleonlytothoseusersthathad recordonusingWAPbanking.Linktothesurveyusedin papers 10 and 11 wasdistributed via blogs and different Nokia’s contact channels. In the process description of paper 1 online survey has a minor role, it is just one of the methods used in the process, but in papers 10 and 11 theonlinesurveyhasmuchbiggerrole.

Theonlinesurveysinthesestudieshavebeenusedtocollectuserfeedbackandinformation onmobileserviceuseaftertheservicehasbeeninuseforseveralmonths.Thesurveyshave included both structured questions, where users can choose the answer from different 59 alternatives,butalsoopenquestions.Openquestionshavebeenusedespeciallytoaskthe description of the latest use of the service and improvement suggestions. Online surveys have not been used only as information channels; they have been used also as a tool to choosesuitableusersformoreindepthstudiesinterviewsandobservations.

Online surveys in my studies have been analyzed in multiple ways. They have given quantitativedataontheusagefrequency,thefeaturesused,andthepreviousexperienceof users using the services, but also more subjective feedback on expectations and how the servicehasmanagedtomeettheexpectations.Onechallengeinonlinesurveyisthatifthey arenotusedasinpaper 1 ,wherethesurveywasvisibleonlytothoseusersthathadrecord onusingtheserviceunderinvestigation,itisdifficulttoknowiftherespondedreallyhas experiencewiththeservice.Thereshouldalwaysbequestionsthatrevealtheusersthatdo not have used the system. Open questions are often such reality checkers. Even if open questionsaretimeconsumingtoevaluate,researchercanoftenseefromthemifthesystem hastrulybeenused.Datafromusersthatdonotseemtohaveexperiencewiththesystem shouldnotbetakenintotheanalysis.Forexampleinonlinesurveysusedforpapers10and 11,therewereoriginallyover500respondents.Whentherespondents,whoapparentlyhad noexperienceonInternetonmobiles,wereremovedfromthedatabase,thenumberofthe respondentswas390.

5.7.2 AnalyzingLogData

Logdataisausefulpieceofinformationthatrevealstherealusageoftheservice.Inmy workthelogdataanalysishasbeenusedonlyasapartofthefieldpilot.Theusagepatterns havebeenanalyzedfromabiggernumberofusers.Thelogdataanalysishasbeenusedonly in paper 1. If the pilot period takes few weeks or longer, it is very difficult for users to rememberthedetailsontheirserviceuse.Whatdidtheydowhenusingtheserviceforthe firsttime,thenumberofserviceusagetimesduringthepilotperiodetc.Itisalsoeasierfor users, if such data is collected automatically. It is important however to inform the users what data is gathered, and make sure users understand that personal communication informationisnotgathered(forexampleincommunicationsurveyanumberofcalls/text messages is gathered, but not the actual content of the messages). Automatic log data analysishasprovedtobeauserfriendlywaytogatherthebasicinformationoftheservice isuse;itgathersthedataoftimeandday,whichpartsoftheservicearemorepopularthan others and so on. If an individual user’s usage is analyzed, the user should be asked for permissioninthebeginningofthepilot.

Theservicediariescanbeconsideredtobemanuallogdatagathering;indiarystudy,the informationonthecontextofusecanbegatheredaswell.Diariesarecommonlyusedin prelaunch pilots. Filling out the diaries require a lot of commitment from pilot users, especiallyiftheserviceisusedmultipletimesperday.

5.7.3 InterviewsandObservations

Interviewsandobservationscanalsobeusedaswaystogatherfeedbackfromusers.When usingtheseasdatagatheringmethodsinpre–orpostlaunchstudies,thefocusisdifferent fromthesituationwhenthesamemethodisusedinthebeginningofthedevelopmentprocess.

Iftheinterviewsandobservationsareusedwhenstartingtheservicedevelopment,thedatais used to formulate the assumptions of the user behavior and the priorities in relation to the service.Intheendthesamemethodcanbeusedtoevaluateiftheseassumptionswereright andifthedecisionsmadeduringtheservicedevelopmentprocessweresupportingtheinitial assumptions.Wheninterviewingtheusersintheendofthedevelopmentprocess,apartofthe interviewcanbestructured.Whenthefeaturesoftheserviceareknownitiseasiertofocuson specific areas. In the end of the development process it easier to gather data that can be 60 quantified, even when using interviews and observations as data gathering tool. This is especially interesting when the pilot is a comparison study, where the usage and the experience of two services can be compared. Quantification helps in getting the overall feedbackquickly,butisbynomeanssufficientfeedbackforproductdevelopmentwhenused asastandalonemethod.Thestructuredinterviews(likeonline/email…questionnaires)give wellanswerto‘what’butunstructuredmethodsarebetterinansweringthequestion‘why’ .

5.8 The Methodology Evolution in Papers

2000 2003 2004 2005 2006 2007 2008 2009

Literaturereviews x

Highfidelity x x x x x testinginthelab Expert x evaluations Usagescenarios x

Paperprototypes x

Lowfidelity x testing Logdata/diary x

Usability testing x x inthefield Observations x x x x

Onlinesurvey x x x x

Interviews x x x

Table 3 Methodologies in my papers published during years 2000 to 2009

Themethodologiesinmypapershavevariedovertheyears,ascanbeseeninthetable3. The first industry paper however shows that the various questions have been discussed within the industry during the service development already in the early years of mobile Internet.KjeldskovandGraham(2003)foundthatduringthefirstyearsofmillennium,the studiespresentedinconferencepaperswererarelydoneinnaturalenvironmentorstudied thenaturalbehaviorofuserswithmobiles.Theoverviewofthemethodinmypapersshow similartrend:InthetimeoftheKjeldskov’sandGraham’sevaluation,thepublicationswere about service user interface and just during the latest years the focus has shifted to user behavior.

The methodologychange reflectsan overallshiftinfocus:recentlyintheareaof mobile Internet,thefocushasswitchedfromfunctionalitytodesign.Kuutti(2009)describeshow this phenomenon has happened in the field of HCI already earlier: during 1990’s the multimedia made breakthrough in HCI. This trend has also influenced the focus of the design that is visible in papers published in domain (Cockton, 2008). The mobile area

61 followed the trend as soon as the infrastructure and device capabilities made it possible. Thistrendseemstocontinueevenstrongernowthatdeviceswithevenwiderscreenswith better resolution and touch interaction have started to seize the market, iPhone being the benchmarkingdevice.

BarkhuusandRode(2007)evaluatedthemethodologytrendinCHIconferencesfromearly 1980’sto2006.Theycategorizedthemethodsusedwithtaxonomyhavingaxesqualitative quantitative and analytical empirical. The description of the categories and my papers includedtothisworkintheirpublicationyearscanbeseeninfigure18.

Figure 18 The methodology categories by Barkhuus and Rode (2007) on the right and my papers placed in grid in the left.

BasedontheevaluationbyBarkhuusandRode(2007),theempiricalstudieshavebecome more common in CHI conferences after year 2000. Between years 2000 and 2006 the amount of papers having qualitative empirical has increased. My papers have always includedanempiricalstudy.Theyear2003istheonlyyearwhenthemethodwasleaning towards quantitative, in other years and almost all papers have included qualitative approach.Eventhepapersin2003hadsomeusersatisfactionpartsthatwerenotentirely quantitative.Thetendencyofhavingbothqualitativeandquantitativeapproachinempirical papershasnotbeenverycommoninCHIpapers.AccordingtoBarkhuusandRode(2007) most empirical papers have purely quantitative method and evaluation. The number of purelyqualitativepapershasincreased,butthecombinationoftheseapproacheshasbeen andstillisrare.DunlopandBaillie(2009)haverecentlybroughtuptheproblemsintheuse ofstatisticalanalysisinthefield.Quantitativestudiesoftenusestatisticalanalysistoverify the results. According to Dunlop and Baillie, the use of the statistical analysis is often misleading.Whilstitisimportanttoevaluatetheuseandrationalebehindthemethodology selection,itisequallyimportanttodiscusswhatisachievedwiththemethods.

In industry, one study needs to cover a wide range of questions; therefore I have been combiningdifferentmethodsinmyempiricalwork.Theindustryquestionshavebeenthe startingpointinmystudies.Thishasinfluencedthemethodologyselectionandthewayof combiningthemethods.OthersignificantdifferencecomparedtoCHIpapersevaluatedis thetestuserselection:duringtheperiodofmystudies,themobilephoneshavebeenusedby both male and female. Therefore the test users in allthe studies have had both male and female participants. The papers in 2008 and 2009 however show how the current male femaledistributionsinrelationtoInternetuseinmobilephones.

62 6. CONCLUSIONS

My research questions are broad and cannot be answered fully on one work. My publicationshaveinvestigatedfivequestionsthathandlethemobileservicecreationfrom humancomputerinteractionperspective.Thefocushasbeenonquestionsthatarerelevant whendevelopingamobileservice:thedesignprocess,userinterfaceandinteractiondesign, evaluationmethods,usagebarriersandusagepatterns.

6.1 How to Make Mobile Internet Services that People Can Use and Want to Use

Mypapershavecontributedtothequestionsrelevantinthetimewhentheywerepublished; the first paper presented the overall user centric service creation process of Merita bank service, the first commercial interactive WAP service. Papers 2 to 5 were providing informationforserviceanduserinterfacedesign.Theoutcomeofthestudiespresentedin these papers was also used in thecreation of Nokia’s XHTML design guidelines (Forum Nokia 2003, 2004, 2005). Papers 6 and 9 evaluated service and user interface evaluation methods: withthese papers we tookpart to the discussion on field vs. laboratory testing. Papers7and8handledtheobstaclesrelatedtothemobileInternetadaptation–paper7was acurrentstateanalysisofusabilityproblemsinserviceuserinterface,paper8wasanalyzing theinfluenceofcostandthelackofthetransparencyofthecostasoneofthebarriersof mobile Internet adaptation. The last two papers, 10 and 11 evaluate the mobile Internet usagepatterns,themotivationandtheperceptionofusersfromdifferentcountries.These lasttwopapersareevaluatinghowfarthecurrentservicesarefromtheonesthatuserscan useandwantuse.

ThisconsolidationworkillustrateshowthesceneofmobileInternethaschangedduringthe first ten years. The published papers have been focusing on user interface, usability and humanfactors,butthetechnologicalandbusinessinfrastructureshaveinfluencedtheuser perceptionandvalueevaluation.

The evolution of the terminology used in the field shows the change in the field. In late 1990’susabilitywasalreadycommonlyusedterminthefield.Researchwasfocusingon userinterfaceandinteraction.Theraiseoftheterm‘userexperience’showsthatinrelation tomobiledevicesandservices,theeaseofuse,efficiencyandeffectivenessarenotenough toguaranteeusersatisfaction.Inadditiontocognitiveaspects,widerperspectivetohumans isneeded.‘Userexperience’astermmaynotbethebestoneitistoovagueandbroad,and does notdefinethe area wellenough.Everything hasinfluenceonuserexperience.Even aspects the designer and developer cannot influence on, like user past experiences, environmentalfactors,andmanyothers.Neverthelesstheincreasinguseofthetermshows theneedforwiderapproachtouserthan‘usability’canoffer.

63

Figure 19 Evolution of technology, billing model and research questions during ten years of Internet on mobiles. Technical aspects are in bottom in blue, multiline, billing model in the middle in red, solid line and HCI research related issues in the top in green, dotted line .

ThedevelopmentduringpastyearshasinfluencedtheuseofInternetonmobiles.Overall the role of the Internet in people’s lives is very different now than it was ten years ago. Figure 19 shows some of the changes. The blue lines (unified with multiline in side) in figure19areshowingtechnologyevolution,redlines(unifiedwithsolidlineinside)change inbillingmodelandgreenlines(unifiedwithdottedlineinside)showsomeitemsrelatedto human factors research area. The protocol used for access has changed from WAP to TCP/IP,markuplanguagehasswitchedfrom mobiletailoredversionstoHTML,network speedhasincreased,andnetworktechnologyhasmovedformCircumSwitchdatatoPacket data(GPRS,3G)allowingthebillingmodeltochangefromtimebasedtodatabased.The mobilebrowsershowstodaythewebpagesofteninoriginallayout.Theformfactorsare morediversetodaythaninthelate1990’s.Thenewusabilitytesttoolsallowmoreflexible testing environment. The user centered approach has broadened from usability to cover morebehavioralandemotionalaspectsaswellasuserpreferences.Thiscanbeseeninthe useoftheterms–‘userexperience’hasincreasedduringpastyears.Alsomyresearchhas latelytakenmorebehavioralaspectsinconsideration.

6.2 What Kind of Design Process should be Used When Creating Services that People Can Use and Want to Use?

Manyauthorshaveshownthatsomeuserstudymethodsworkbetterinthespecificphaseof productorservicedevelopment,MaguireandSweeney(1989)havematchedthemethods and the type of data captured with the method. Their evaluation approach table lacks contextualmethods,whichisunderstandablewhentakinginconsiderationtheperiodoftheir work.ForexampleNielsen(1992b)hasmatchedthetaskandthedevelopmentphasewhen 64 the activity is recommended to be done. Muller et al. (2000) have defined participatory designmethodsinrelationtothedegreeofuseractivityandthepositionoftheactivityin developmentcycle.

Decision making Information on Sources of Example of planes (according People information during evaluation to Garrett) development methods

Surfaceplane: Psychophysiological Expertconsultation, Usability Visualdesign information:function literaturereferences test,expert ofhearing,visual evaluation, system eye movement Skeleton plane: Cognitiveinformation: Expert evaluations, Usability Interface/ informationon literature, test with navigationdesign memory,perception verbal protocols, Structure plane: Cognitiveinformation: Expertevaluations, Usability Interaction/ perception, contextualstudies, tests, field Informationdesign observations,task pilots analysis Scope plane: Behavioral Contextual studies, Contextual Functional information,goals observations, diary studies, specifications/ studies observations Content , diary requirement studies Strategy plane: Socialbehavior, Contextual studies, Contextual User needs/ site emotions, theme interviews, studies, objectives consumptionpatterns, diary studies, group theme attitudes,behavior/ interviews, surveys interviews, attitudesoflarge trend analyses, diary groups customer studies, segmentation group interviews, Table 4 Development phases and user information needed in different phases

The approach still missing is the one matching the specific questions that need to be answeredduringthedifferentphasesofdevelopment,specificdataonusersand methods usedduringthedifferentphases.KetolaandRoto(2008)showthatpractitionersindifferent roles need differentuserrelatedinformation.Thereasonforthedifferencesisthatthese professionals work in the different phases of product or service development or are responsible of different issues. The practitioners need information on users to help in decision making. Professionals in different positions make different kind of decisions in theirwork.Aproductmanagerhashisorherowndecisionstomakethatdifferfromthe decisions of a designer or an implementer. Different methods give answers to different questions;thereforemultiplemethodsareneededduringtheproductdevelopmentprocess. Table4showswhatkindofinformationcanbeneededonhumansandwhatmethodscanbe used to get this information. These are mapped to the different phases of development process.TheprocessismappedheretotheonedescribedbyGarrett(2003).

65

Figure 20 Combination of three different design processes.

TheservicedevelopmentprocessesbyKaikkonenandWilliams(2000)andGarrett(2003) mayinitiallylookdifferentfromeachother–anditmaybedifficulttomatchthemwiththe frameworkprovidedbyISO13407.Thedifferentapproaches,however,onlycomplement eachother.ThedifferentplanesofGarrettmodelandphasesofISO13407canbematched to the mobile service design process by Kaikkonen and Williams. In figure 20 the steps defined in the original model of Kaikkonen and Williams are numbered. The planes of Garrett are in italics black and ISO 13407 phases are in italics grey. Garrett model is focusing on steps that include service related decision making, ISO 13407 is taking the evaluationaspartoftheprocess.Themobileaspectofmobileservicedesignprocessmay not be evident in highlevel picture, but each step includes aspects that are relevant specifically in relation to mobile services: when identifying potential users and their behavior, also the current mobile devices users own and use need to be taken in consideration.Whenprioritizingtheserviceideas,theusers’infrastructureandexperiences withmobiledevicesandservicesplaybigroleinprioritizationprocess.Itisimportantto takethesequestionsinconsideration,aswellasthestrategicquestion:whatistheroleofthe mobileincompany’sserviceportfolio.Veryfewcompanieshaveonlymobileservices,so themobilehastosupportthetotaloffering.Inmobileservicedevelopmenttheneedfor holisticapproachisespeciallyimportant;theresponsibilityoftheservicequalitydoesnot endwhentheserviceislaunched,buttheuserfeedbackneedstobegatheredforthefurther improvementsoftheservice.

6.3 How to Design the User Interface and Interaction for Services that People Can Use and Want to Use?

Differentsolutionsformobileuserinterfaceandinteractiondesignhavebeeninvestigated fromverybeginning.Jonesetal(1999),Buchanan,etal(2001)andChittaroandDalCin (2001)havebeenamongthefirstones,butresearchworkrelatedtouserinterfacedesign solutionshascontinuedfromearlydays.Paper 2 (KaikkonenandRoto2003), papers 3 and

66 4(RotoandKaikkonen2003aand2003b)and paper 5 (Hyvärinenetal.2005)contribute this area. Recently Yatani et al (2008) and Gustafson et al. (2008) have studied user interface and interaction techniques for mobiles. Research on user interface on mobile services has been going on for a decade; during the years lots of information has been generatedthatcanbeusedasastartingpointwhendesigningmobileservices.Theusability problems in current mobile services are not due to the lack of information. The main problemsaretheunawarenessofthisinformationandthelackofcapabilityinusingit.The lackofknowledgecanbeduetothebusyschedulesinproductdevelopmentandexisting designpracticesthatdonotalwayssupporttheuseoftheusabilitydata.Designersarenot alwaysabletoutilizetheavailableinformation,asresearchdocumentsarenotoftenwritten in the form that would make it easy for designers and practitioners to comprehend. VäänänenVainioMattila and al. (2008) have brought up this gap between the academic researchersandindustrypractitioners.Decreasingthegaprequiresdialoguebetweenthetwo parties. The gap cannot be decreased only by focusing research on questions that are relevanttopractitioners,buttheoutcomeoftheresultsshouldbeformulatedinsuchaway thatthelanguageandpresentationwouldbemorefamiliartodesignersandpractitioners.

6.4 When It Is Enough to Evaluate Mobile Service Usability in Laboratory and When It Is Better to Run the Test in Field, when Designing Mobile Services that People Can Use and Want to Use?

Whenrunninguserstudiesandevaluationswithusers,thetestmethodshouldbeinlinewith questions that need to be answered. During the product development, there are both questionsthatrequirehighecologicalvalidityandquestionsthatrequireahighdegreeof control. When testing the behavior of peoplein natural context, theecological validityis veryimportant.Thequestionscanberelatedtowhatisthecontextofuse,whatpartsofthe serviceareusedmostandwhatistheorderofthetasksduringtheserviceusagesession. When testing how well the user interface is designed and if users actually can use the service, running the test in natural context may not bring additional value. Testing psychofysiological aspects, like the influence of light in the legibility of the text on the screen,itisimportanttorunthetestincontrolledenvironment,sothattheparametersof differentconditionsareknownandcanbevariedincontrolledmanner.

To answer the different questions rising during the product creation process, multiple methodsareneeded.Somestudiesneedtobeconductedinnaturalcontext,forsomestudies thelaboratorytestsaregoodandoftenmorecostefficient.Testingusabilitywithcommon usability test protocols in laboratory environment reveals often the problems in user interfaceandinteraction.

6.5 What Are the Barriers of Mobile Service Use- Can People Use Them and Do They Want to?

Theavailabletechnicalsolutionsandbusinessmodelsbuildtheframeworkfortechnology useandadoption.Sometimesthesecanalsoworkasusagebarriers.Twobarriersdiscussed here are the lack of transparency in billing and the battery life. Battery technology has developedduringpastyears,butatthesametimenewdevicesallowuserstodomoretasks andevensimultaneously.Whenusersareutilizingthesenewfeatures,thebatteriesdonot last long enough to meet the changed usage patterns and the requirements of users. The batterylifeisrelatedtomanyimportantissues,likethecost,thedeviceperformanceandthe features. Developers need to be able to balance between these. The battery life can be increased for example with appropriate network configuration, the intelligent use of screensavers and network timeouts in mobile device. The right balance in battery life optimizationrequiresagoodunderstandingofusers’tasksandusagecontext.

67 The lack of transparency in billing model has been a known problem already with fixed Internet (Gourville and Dilip Soman, 2002). From user perspective it seems that the operatorshaveactedasiftheydidnotwantcustomerstouseInternetonmobiles.Ifthatis notcorrectandtheyactuallyhavewantedpeopletouseInternetonmobiles,itisdifficultto understand why the mistakes of early fixed Internet were repeated. The reasons can be multiple,maybetheoperatorshavenotbeenreadyforalargenumberofusersinmobile data network or maybe the management has been afraid of making too big changes and breaking the existing status quo in the market. They may have preferred to stay in the familiarsolutionsandnotbeingwillingto‘‘thinkoutsidethebox’’tryingtosolveproblems innewways.ThiskindofmanagementpatternshasbeenpointedoutbyCyertandMarch (1992).Withthecostanditstransparency,thesituationisgettingbetterforusers.Thefirst stepstowardstheflatfeewithunlimiteddatahavebeentakenanditisonlyamatteroftime before a large amount of operators find appropriate ways to package the price and their offer.

6.6 What Kinds of Usage Patterns Users Have with Mobile Services when Users Can and Want Use to Them?

When users have freedom of choice the usage patterns will be diverse. Today the usage patternsofusersindifferentareasaredifferent:Asianusersareusingmoremobiletailored solutions,whereasAmericanandEuropeanusersbrowsemorefullwebsitesanddownload applicationsthat canaccesswebfortailoredsolutions.( Paper 10,Kaikkonen,2008)The reasonfordifferencesarerelatedtoavailablemobiledevices,networkinfrastructure,pricing andavailablecontent.SomeAsianoperatorshavepackedtheirmobileserviceofferingto includetheoperatorWAPportal.Itcoststhesamefortheuserwhetherheusestheportalor not.ThoseAmericanusershavingWLANenabledphonescanhaverelativelyfastandfree Internet access by using the available WLAN hotspots. The full web sites and their structures maybe familiar to users; the usage supports the existing mental models ofthe user,sobrowsingthemcanbeanaturalchoice.

New emerging markets, where there is different network infrastructure, different context and users have very different mental models on technology use, the usage patterns may evolveverydifferentlyfromtheexistingmarkets.Evenifwehavetenyearsofexperience with Internet on mobiles, we need to approach the new markets with a humble mind; listening and learning the realities of the people, and not with an assumption that the servicesandtechnologiesthathavebeensuccessfulinEuropeandNorthAmerica,would automaticallybesuccessfulthere.Theusercentricmethodscanworkwellasstartingpoint, buttheremaybeneedtoadjustthemaccordingly,likeGaryMarsden(2008,Marsdenetal 2008)pointsbasedonhisexperience.

68 7. DISCUSSION

The papers included into this work have been produced as a part of research and developmentactivities.ThismeansthattherealitiesofR&Dhaveinfluencedtheresearch questions and methodology selection in my studies. The methods are selected to produce sufficientlyreliableanswerstoR&Dquestionsinareasonabletime.Thisisaveryimportant issueduringthedeviceandservicedevelopment.Forexampleinthestudyin papers 10 and 11 (Kaikkonen2008and2009)Iwasnotabletodofurthercontextualobservationsdueto thetimeconstrains.Evenifthedevelopmentconstrainshaveinfluencedthemethodology selection in my studies, it has also enabled this work. Alongside I have had freedom to investigate the questions that have wider interest within the development community or haveevenacademicvalue.Evenifmystudieshavebeenapartofthedevelopment,Ihave notbeenaskedtorestrictmypublications.Ihavebeenabletobringupalsocriticalmaterial whennecessary.

IhaveconductedtheempiricalfieldstudiesinvariousEuropeancountries,inUSAandin industrialized countries in Asia. It is possible and even likely that the outcome of these studies is not fully applicable in emerging markets. All test users in studies have been literate,andmanyhavehadpreviousexperienceofmobilephonesandcomputers.Peoplein emerging markets may perceive the environment so differently from the people in developedcountries,thatitinfluencestheuserinterfaceandinteractionwiththeservice.It ispossiblethatinsteadofdesigningservicesforpeopleinnewmarkets,weshoulddevelop systems that local professionals can use to create services for local people. There is also some evidence (Marsden 2008, Marsden et al 2008) that the methods and processes commonlyusedinHCIshouldbeevaluatedbeforeusingtheminemergingmarkets.When doingresearchanddevelopmentinnewmarkets,wehavetogotherewithaveryhumble mind.

7.1 How to Make the next Mobile Internet Success Story?

DuringthefirsttenyearsofmobileInternet,therehavebeenveryfewtruesuccessstories. Inearlyyears,theJapaneseoperatorsmanagedtocreateasuccessoutofthemobileInternet servicesprovidedforusers.ManyrefertoiMode,whichwastheleadingservice,butalso otherJapaneseoperatorsbuiltsuccessfulmobileofferings.AfterJapanesesuccess,ittook verylongbeforethenextsuccessstoryemerged.EightyearslaterRIMandApplewith iPhonechangedtheuseofthemobileInternetinUSA.Thisisthemarketwheremobile phonepenetrationwaslowerthanInternetpenetrationuntil2005.

TheJapanesemobiledevicesinearly2000differfromthedevicesusedinUSAtoday; especiallyiPhoneseemstobebuiltwithdesigninmindratherthanalargenumberof features.Arethesesuccessstoriescoincidences?Dotheyhavesomethingincommonthat wouldexplainthesuccessandtheotherscouldlearnfrom?Firstofall,itishardtofindthe righttermorevenadefinitiontodescribethesethreesystems.JapanesemobileInternet, RIMandiPhonearenotjustdevices;theyarenotjustservicesoruserinterfaces.The commonnominatorfortheseisthattheyarewelldefinedpackagesthatcombineallthese,in suchwaythatmakesiteasyforuserstostartusingthem.Theyareallexamplesthatlink togetherthetechnology,businessmodelandusers.Itseemsthatduringthedevelopmentof thesethedecisionsaredonewithsamevisioninmind.Basedontheseexamples,thisseems tobethekeytothesuccessinmobileInternet.

The study in papers 10 and 11 (Kaikkonen 2008 and 2009) showed that users having a phone with WLAN capability did not only browse more than users with no WLAN capability,buttheyalsobrowseddifferently.WLANusersbrowsedmorefullwebsitesthan usersusingonlycellularnetwork.Futureresearchshouldinvestigatefurthertheinfluenceof WLANaccessibilityandflatfeeratestothebrowsingandcommunicationpatterns.Thereis 69 already evidence that iPhone users do not only browse more than users of other mobile phones, but they also browse richer websites (Cleary, 2008). However there are multiple reasonsthatcanexplainthis.WhatistheroleoftheWLAN,flatfeepackage,displaysize, interactionstyleontouchscreen,thesaleschannelandtheuserdemographicoftheiPhone intheuserbehavior?Thepossibilitytobealwaysconnectedtoyoursocialnetworkonline canchangenotonlythebrowsinghabits,butalsoourcommunicationpractices.Othertopic forfutureresearchistheinfluenceoftouchscreensinbrowsingpatterns.Norman(2007) says that good search engines in computer based Internet, has made users return to commandbasedbrowsing.Typingthekeywordshasessentialroleintheinformationsearch andthebrowsingexperience.Themobiledeviceswithtouchscreensandvirtualkeyboards seemtobemoreoptimizedforpointandclickbrowsing.Itwouldgivegoodadviceforweb designersanddevicemanufacturerstoknowifusersbrowsedifferentlywithfullQWERTY devicesandtouchdeviceshavingvirtualkeyboard.

LikeKuutti(2009)describes,therehasbeenchangeinthefocusofHCIoverthepastyears fromfunctionalitytodesign,fromcognitivetoemotional.Thefuturechallengesaregoingto mixthesetwo.Thetechnologyhasdevelopedtoallowbettercontextualandsocialnetwork awareness. Emotional aspects play important role in social networking, social media and social proximity, but cognitive issues are equally important. We need to understand how peopleperceivethisnewenvironmentandhowwecansupporttheunderstandingofcontrol and privacy. Social networking services seem to have changed the use of the words too: Therearelotsofpeopleinsocialnetworkingserviceswithhundredsof‘friends’.Ifpeople havehundredsof‘friends’,howwilltheycallthosepeoplethatarethemostimportantones the ones that were earlier called ‘friends’, when the wider social network were ‘acquaintances’.Howdopeoplemanagetocontrolthepublicandprivateoverallandhow canwesupportthemwithrighttechnicalanddesignsolutions?Thesearequestionsthatthe researchersshouldinvestigateinnearfuture.

7.2 Why to Believe that Internet on Mobiles Has Potential in Africa?

ThefiguresfromdevelopedcountriesshowthatthemobileInternetpenetrationgrewfaster incountrieswherethecomputerInternetpenetrationwaslowandmobilephonepenetration washigh.InmanyAfricancountriesthisisexactlythecase.Ifthefiguresfromdeveloped countries show global trend, the Internet on mobiles should be successful in Africa. (Vnunet,2008)

AccordingtoRogers(2003),therearefivedependenciesforaproducttobesuccessfulin themarket:1)whatisthefirstknowledgeoftheinnovation,2)howdoestheattitudetoward theinnovationform,3)isthedecisiontoadoptorrejectthetechnology4)willthenewidea beimplementedand5)isthedecisionoftheadoptionconfirmed.

Thereareagainfiveaspectstosupporttheadoptionofthenewtechnology,inrelationto mobileInternetuseinAfrica,manyoftheselookpositive:

1) Therehastoberelativeadvantagetouser–thismeansthattheinnovationshouldbe perceivedbetterthantheprevioussolution.InAfrica,therewasnoexistingsolution, Internet use is minimal and suffers form reliability problems, the same with fixed telephones.Mobilephoneshavebeenconsideredmorereliableforcommunication.

2) Thenewtechnologyhastobecompatible–theinnovationshouldbeperceivedtobe consistentwiththevaluesandtheexperienceoftheperson.Thereisevidencethatin Africa,mobilephonesarevaluedoverothertechnologies.Thismightmeanthatmobile phones are at least supporting more the values of the local people than other communicationtechnologies.

70 3) The new technology should not be overly complex – the benefit of the technology shouldbehigherthantheeffortthatisputinunderstandinghowitisused.Thebenefits ofmobilephonearesocialandcommunicationvalueatleast.Thisisalsothecasein Africa. The mobile phones are already familiar devices to many people in African countries;thereforebuildingtheservicesonfamiliarplatformhasbetterpotentialthan nonfamiliar(Marsdenetal2008).

4) Itshouldbe possiblefor usertotryoutthetechnologyhow muchitispossiblefor usersinvestigatetheinnovationbeforedecidingtopurchaseone.

5) Theuseofthetechnologyshouldbevisibleforothersthesocialnetworkshouldbe abletoobservetheuseofthetechnologyandthebenefitofitshouldbeclearforthe socialnetworktoo.InAfricathemobiledeviceitselfhasvalueassuch.

IftwoadditionalfactorsareaddedtotheRoger’slist(Karahannaetal.,1999;Barnesand Huff,2003)likedonebyKaasinen(2005)thatisactuallyshowingevenstrongerpotential formobilephonesandmobileInternetinAfrica:

6) The image of the system – how much the adoption and the use of the innovation is perceivedtoenhanceone’simageorstatus.InAfricathemobilephoneispreliminary perceivedasvaluedtechnology.(Scottetal2004)

7) Trusttothesystemtheextenttowhichtheinnovationadopterperceivestheinnovation providestobetrustworthy.Cabletheftsandotherproblemsinthemaintenanceofthe infrastructuremakethemobilesmorereliablethanthefixedlinesystems.

Each individual person evaluates and prioritizes these factors from his or her own perspective.TheRogersdiffusionaspectsshowthatmanyofthebenefitsareheavilylinked toperson’ssocialnetwork.

One of the issues supporting the mobile Internet success in Africa is the local peoples’ attitude. The mobile is not only perceived as more reliable than landline connection but people seem to value mobile devices more than computers. Wireless connection is also availableinruralareaandotherareaswherewiredconnectionsarenotbuilt.

Like other continents have their own characteristics, so does Africa. The systems and servicesbuiltforglobalmarketmaynotbefullyusefulforAfricanmarket.GaryMarsden highlights (interview in 2008, Marsden et al 2008) that the traditional perception of internationalization does not work in Africa. In order to make successful services it is importanttounderstandthatthewesternwaysofperceivingtheenvironmentmaynotwork in other countries. Marsden uses the menu structures as an example and says that many SouthAfricanshavedifficultiesinunderstandinghierarchicalstructures.Heemphasizesthat theresponsibleapproachinAfricaistocreatetoolsandsystemsthelocaldeveloperscan usetocreateservicesandapplicationsforlocalpeople.JonesandMarsden(2006)givean exampleofayoungSouthAfricanstudent,whosaysthatmobilephonesforcehertothink in English; therefore she sends messages to her mother in English, not in her native language.Thehierarchicalstructureofthemobilephonemaybeonereasonthatforcesthis studenttothinkinEnglish.Formobiledeviceandinfrastructuredevelopersthismeans,that systemsdevelopedfor other marketsshouldnotjustbecopiedandtranslatedforAfrican market.Thedevelopmentshouldratherfocusonmakingenablersthatlocaldeveloperscan usewhencreatingtheservicesforlocalmarkets.TheAfricanmobileInternetmaynotbe focusing on the use of full websites from mobiles, but rather on the use of local mobile tailoredservices.

71 TheresearchersshouldseektheanswerstothequestionsthatwouldhelpthemobileInternet developmentinAfrica,andotheremergingmarkets.Therangeofthequestionsismassive, asallthosequestionsthathavebeenrelevantduringthe10yearsofmobileInternetneed investigationinemergingmarkets.Whatkindofuserinterfacesformobilesystemsshould be designed, this should include the ways how information from Internet is sent to the device as well as overall Internet service design. Researchers should also investigate the methodologies;whatkindofparticipatorydesignandevaluationmethodsaremostsuitable whendoingresearchinemergingmarkets.TheusagepatternsofmobileInternetneedalso investigation;dotheusagepatternsandcontextdifferinemergingmarkets?Thesequestions have been investigated in developed countries over last ten years, and are relevant when designingmobileInternetforemergingmarketstoo.

7.3 What the Companies Can Do to Make Their Mobile Offering More Satisfactory for Users?

The mobile Internet ‘success stories’ show, that building the total offering instead of a smallpieceofaserviceoradevice,seemstobesuccessfulinmobileservicearea.Most companiescannotbuildeverythingthemselves,buttheycanmakeallianceswithpartners.

Tomakegoodmobileservices,thedecisionsmakersshouldhaverightinformationcovering availabletechnicalsolutions,possiblebusinessmodelsandtheusersoftheserviceandtheir context. The granularity of information may apply to all these fields, but myexpertiseis mostlyonuseoftheinformationofhumansastechnologyusers.

Indifferentphasesofthemobileservicedevelopment,decisionmakersneeddifferentkind of information on people. HCI research traditionally serves information needs in R&D, whichhasinfluencedthemethodologyusedinthefield.Marketresearchservesprimarily thebusinessgoals;therefore,marketresearchoutcomeserveswellthemanagementdefining theservicestrategy.Marketresearchcommonlycoversinformationonthetrends,theusage patternsoflargegroups,appeal,potentialrevenue,benchmarkingandmaycoverpartlyeven highlevel motivational aspects. When the development process proceeds, the people responsibleofnextphasearechallengedwithdifferentquestions.Marketresearchdoesnot provideinformationneededtoevaluatedifferentdesignsolutions,forexample.

The need to have wider perception of humans is well understood in industry. Market researchpeoplehavetypicallybeenresponsibleforprovidingthisinformation(oftencalled ‘consumerresearch’).InthesamewayasintheareaofHCI,inmarketresearchtheneedfor creatingtheholisticviewofhumanshasemerged.Thiscanbeseenforexamplebynoticing that some market research companies have added ‘usability test’ or ‘user experience evaluation’ in their offering. The approaches of market research and HCI research to humansaredifferent.MarketresearchhasmoretopdownapproachandHCImorebottom up approach. In the middle there is a ‘grey area’ where both approaches can contribute. Optimally this gray area provides space for market researchers and HCI researchers and practitioners to have dialogue on holistic view on humans. These both approaches can contributewhendesigningdevicesandservicesforpeople.

IntheareaofHCI,thereisongoingdiscussionon‘usability’and‘userexperience’.InHCI literatureterm‘usability’seemstobewellestablishedwhichcanbeseeninwayhowthe term is used. ‘Usability’ mostly refers to device, service or system and how easily and effectivelyuserscandowhattheywantwiththem.Itcanalsorefertotestmethodusedto evaluatethesystem,professionalstrainedtorunthetestandtranslatetheoutcomeofthe teststosupportuserinterfaceandsystemdevelopment.Theterm‘userexperience’hasbeen used in situations where ‘usability’ has not been enough. The problem with ‘user experience’ is that it has been used without proper definition, in such way that it isvery difficulttofindoutwhathasbeenstudied.Thelackofcommonlyagreedterminologyhas 72 leadtosituationwhereeachstudyof‘userexperience’investigatesslightlydifferentthing. This leads to a situation, where the studies are not comparable with each other. The evaluationofthemethodologyinconferencepapershandling‘userexperience’showed,that methods measured mostly behavior, behavioral patterns, opinions or preference of participantsortheirperceptionoftheirownmotives.Thisisasignificantreductionofthe term.Itseemsthat‘userexperience’istoowideandtoovagueatermtobeused,atleastin researchpapers.Inresearchpapersitwouldbebettertousetermsthataremeasurableand easier to understand, like “user behavior” and “user preference”. However, it may be difficulttochangetheuseofthetermsaftertheyhavestartedtoestablishincommonuse. HumanComputerinteractionisamultidisciplinarydomain.Wewillcontinuelivinginan environmentwherefuzzytermsareused.Evenpeoplearecalleddifferently:somecallthem ’users’andsome’consumers’.Wejusthavetobeawareoftheconnotationslinkedtothese terms and how people from different backgrounds have internalized the terms and their connotations,likeVygotski(1982)describes.

Inindustryitmaybedifficulttojustifythathumansarecalledwithdifferentterms.People are called ‘users’ in R&D, and sometimes it is even understood, that information on usability is based on factual data on users. In user experience research, user experience seemstobereducedtobehavior,behavioralpatterns,preferencesandtheperceptionofown motivations, which are measurable things. How the term is actually used in different situationsrevealsthatitmeanssomethingelsethanthesemeasurablethings.Insuchcases thereisariskthatuserexperiencedrivenapproachactuallyleadstoopinionbaseddecision making,insteadoffactualinformation.

ThefuturechallengeformobileserviceHCIisrelatedtothenewperspectivestohumans. One challenge is related to emotional aspects, the other to new user groups. Even if we cannot design the experiences and the emotions of people, we can design and develop systemsthatdonothindertheusersofhavingpositiveemotionsandgoodmoments,when usingthedevicesandservices.Whendevelopingsystemsfornewusergroups,wehaveto bepreparedthattheexistingpracticesandsolutionsmaynotwork.Innewmarkets,likein Africa, the infrastructure is different and peoples’ perception of their environment may differ a lot from the perception of people in other continents. The service content and structurehastoadapttolocalneeds.Alsoindevelopedcountrieswehavepeoplethatare newtomobileInternet.Elderlypeoplehavedifferentperceptionoftechnologythanyounger people. Young generation, sometimes called as ‘Internet natives’, has grown in an environment full of media. They perceive the media and social network tools differently formoldergenerations.Theseconceptualdifferencesinperceptionandthinkingmaymean thatverydifferentservicesareneeded.Thevarietyofperceptionissometimesundervalued, ashumansaregoodatadaptingtheirbehaviortotechnology.

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82 APPENDIX 1

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85 86 87 numbers: Usability usability Nielsen Usability usability usability= device Usability UX=usa No usability, through the UX UX- persons UX= UX Other organization motivation, components organizatio attribute, no 0=no,1=usability, (usability attribut behavior n (UX device affecting the clear professional and usage specialist, MobileHCI 2004 2=UX, 3=both Iso 9241 as problem method …) Ux e other bility definition pattern experience designer) definition attribute Christopher Campbell, 0 Peter Tarasewich: What Can You Say Lance Bloom, Rachel 0 Eardley, Erik Geelhoed, Meera Martina Ziefle, 0 Susanne Bay: Mental Models of a Cellular Joy Goodman, Phil 0 Gray, Kartik Khammampad, Shirlina Po, Steve 1 1 1 1 1 1 1 Howard, Frank Vetere, Mikael Skov: Heuristic Jesper Kjeldskov, 1 1 1 1 Mikael B. Skov, Benedikte S. Als, Rune Tiiu Koskela, Kaisa 1 1 1 Väänänen-Vainio- Mattila, Lauri Lehti: Barbara Schmidt-Belz, 1 Fabian Hermann: User validation of a Chris Baber, Oliver 0 Westmancott: Social Networks and Mobile Gustav Öquist, Anna 0 Sågvall-Hein, Jan Ygge, Mikael Parisa Eslambolchilar, 1 1 Roderick Murray- Smith: Tilt-Based Dynal Patel, Gary 0 Marsden, Steve Jones, Matt Jones: An Andrew Crossan, Rod 0 Murray-Smith: Variability in Wrist-Tilt Joanna Lumsden, 0 Andrew Gammell: Mobile Note Taking: Gillian Hayes, Shwetak 1 1 Patel, Khai Truong, Giovanni Iachello, Georgios Marentakis, 0 Stephen Brewster: A Study on Gestural Jiraporn Buranatrived, 3 1 1 1 1 Paul Vickers: A Study of Application and Michael Hinz, Zoltan- 0 Fiala, Frank Wehner: Personalization-based Renata Bandelloni, 0 Silvia Berti, Fabio Paterno: Mixed- Bonnie MacKay, 1 1 Carolyn Watters, Jack Duffy: Web Page Russell Beale, Peter 1 1 Lonsdale: Mobile Context Aware Tiiu Koskela, Inka 3 1 1 1 88 Vilpola: Usability of MobiVR Concept: 1 Gennaro Costagliola, 1 1 1 Sergio Di Martino, Filomena Ferrucci, Christian Kray, Gerd 2 1 MobileHCI 2005 numbers: usability Nielsen Usability usability usability= device Usability UX=usa No usability, through the UX UX- persons UX= UX Other Usability organization motivation, components organizatio attribute, no 0=no,1=usability, attribut device (usability behavior affecting the n (UX clear Iso 9241 as problem method Ux e other bility definition experience definition attribute 2=UX, 3=both professional and usage specialist, Dan Hong, Mingxuan 2 …) pattern designer) 1 Yuan, Vincent Y. Shen: Dynamic Stavros Antifakos, 1 1 Nicky Kern, Bernt MichimuneSchiele, Adrian Kohno, 0 Jun Rekimoto ; Searching common Jesper Kjeldskov, Jeni 1 1 Paay : Just-for-us: a context-aware mobile Risto Sarvas, Antti 0 Oulasvirta, Giulio Jacucci : Building Juwon Ahn, Jeffrey S. 3 1 1 1 Pierce : SEREFE: serendipitous file Keith Cheverst, Alan 0 Dix, Daniel Fitton, Chris Kray, Mark Georgios Marentakis, 1 1 1 Stephen A. Brewster : A comparison of Tuuli Hyvärinen, Anne 1 1 1 Kaikkonen, Mika Hiltunen : Placing Hendrik Knoche, John 3 1 1 D. McCarthy : Design requirements for Silvia Gabrielli, Valeria 1 1 1 Mirabella, Stephen Kimani, Tiziana Renata Bandelloni, 0 Giulio Mori, Fabio Paternò : Dynamic Rainer Simon, Florian 3 1 1 Wegscheider, Konrad Tolar : Tool-supported Benoît Martin : 1 1 1 VirHKey: a VIRtual Hyperbolic KEYboard Luca Chittaro, Stefano 0 Burigat : Augmenting audio messages with Frode Eika Sandnes : 1 1 1 Evaluating mobile text entry strategies with Sachi Mizobuchi, Mark 1 1 1 Chignell, David Newton : Mobile text Thorsten Büring, 1 1 Harald Reiterer : ZuiScat: querying and Tero Hakala, Juha 1 1 1 Lehikoinen, Antti Aaltonen : Spatial Julien Pauty, Paul 3 1 1 Couderc, Michel Banâtre: Using Dimitrios Raptis, 1 1 1 Nikolaos Tselios, Nikolaos Avouris: A. K. Amin, B. T. A. 1 1 1 Kersten, O. A. Kulyk, P. H. Pelgrim, C. M. Antti Oulasvirta, Mika 1 1 Raento, Sauli Tiitta: ContextContacts: re- Keith Mitchell, 3 1 Nicholas J. P. Race, Michael Clarke: 1 Bonnie MacKay, David 1 1 1 1 Dearman, Kori Inkpen, 89 Carolyn Watters: Walk Nigel Davies, Keith 3 1 1 1 Cheverst, Alan Dix, Andre Hesse : Weining Yue, Shu Mu, 1 1 Heng Wang, Guoping 90 91

MobileHCI 08 numbers: Usability usability Nielsen Usability usability usability= device Usability UX=usa No usability, through the UX UX- persons UX= UX Other organization motivation, components organizatio attribute, no 0=no,1=usability, (usability attribut behavior n (UX device professional and usage affecting the specialist, clear 2=UX, 3=both Iso 9241 as problem method …) Ux e other bility definition pattern experience designer) definition attribute Cameron Ross Dunne, 0 Thibault Candebat, David Gray: A Karen Church, Barry 2 1 Smyth, Keith Bradley, Paul CotterA large Arjan Geven, 2 1 Reinhard Sefelin, Norman Höller, Youngwoo Yoon, Yuri 0 Ahn, Geehyuk Lee, Sungmoo Hong, Antti Oulasvirta 0 Designing mobile awareness cues Maiju Vuolle, Mari 3 1 1 1 1 1 Tiainen, Titti Kallio, Teija Vainio, Minna 1 Satu Jumisko-Pyykkö, 1 1 1 1 Miska M. Hannuksela: Does context matter in Nanja J. J. M. Smets, 1 1 Guido M. te Brake, Mark A. Neerincx, Paul Holleis, Albrecht 3 1 1 1 1 Schmidt, Susanna Paasovaara, Arto Christina Dicke, 1 1 Shaleen Deo, Mark Billinghurst, Nathan Jan Willem 3 1 1 1 Streefkerk, Myra P. van Esch- 1 Shaun K. Kane, Jacob 2 1 1 O. Wobbrock, Ian E. Smith: Getting off the Keith J. Oliver, Gary 1 1 E. Burnett :Learning- oriented vehicle Marco de Sá, Luís 1 1 1 1 Carriço : Lessons from early stages Sabine Schröder, 1 1 Martina Ziefle : Making a completely icon-

92 UX Other UX- persons UX= through the UX usability, attribute, no device UX=usa No organizatio Usability motivation, components attribute usability= device n (UX clear 1 1 Nielsen Usability usability affecting the MobileHCIStefano Burigat, 08 Lucanumbers: Usability usability attribut definition behavior organization other bility Chittaro, Edoardo 0=no,1=usability, e (usability Ux Parlato : Map, as problem method 2=UX, 3=both Iso 9241 A. Engström, M. 0 Esbjörnsson, O. Juhlin: Mobile Michael Leitner, Peter3 1 1 1 1 1 Wolkerstorfer, Reinhard Sefelin, Davy Preuveneers,1 1 1 Yolande Berbers : Mobile phones James Clawson, Amy3 1 1 Voida, Nirmal Patel, Kent Lyons : Simon Robinson, 3 1 1 1 Parisa Eslambolchilar, Matt Jones: Point-to- Alina Hang, Enrico 1 1 Rukzio, Andrew Greaves Projector Anirudha Joshi, Nikhil1 1 Welankar, Naveen BL, Kirti Kanitkar, Riyaj Ying Liu, Kari-Jouko 1 1 1 Räihä : RotaTxt: Chinese pinyin input Iris Herbst, Anne-1 1 Kathrin Braun, Rod McCall, Wolfgang Robert Hardy, Enrico1 1 RukzioTouch & interact: touch-based Rodrigo de Oliveira,0 Nuria Oliver: TripleBeat: enhancing Jeroen Keijzers, 1 1 1 1 Elke den Ouden, Yuan LuUsability Thomas Olsson, 1 1 1 Hannu Soronen, Kaisa Väänänen-Vainio- Will Bamford, Paul3 1 1 Coulton, Marion Walker, Duncan Hendrik Witt, 1 1 Michael Lawo, Mikael Drugge : Visual

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97 98 99 UX= UX Other usability= device through the UX UX- persons CHI 2006 numbers: Usability usability Nielsen Usability usability Usability UX=usa No usability, organization motivation, organizatio attribute, no components device (usability attribut behavior n (UX 0=no,1=usability, affecting the clear professional and usage specialist, definition attribute …) Ux e pattern experience designer) Virpi Roto, Andrei 2=UX,3 3=both Iso 9241 as 1 problem method 1 1 other bility definition 1 Popescu, Antti Koivisto, Elina Gerard McAtamney, 0 Caroline Parker: An examination of the Karen P. Tang, 3 1 1 Pedram Keyani, James Fogarty, Jason I. Carman Neustaedter, 1 1 A. J. Bernheim Brush: "LINC-ing" the family: Jordan L. Boyd- 0 Graber, Sonya S. Nikolova, Karyn A. Margit Kristensen, 0 Morten Kyng, Leysia Palen: Participatory Joseph Luk, Jerome 1 1 Pasquero, Shannon Little, Karon MacLean, Jonas Landgren: 0 Making action visible in time-critical work Jakob Bardram, 3 1 Jonathan Bunde- Pedersen, Mads 1 Miguel A. Nacenta, 0 Samer Sallam, Bernard Champoux, Pourang Irani, Carl 1 1 Gutwin, Xing Dong Yang: Improving Georgios N. 1 1 1 1 Marentakis, Stephen A. Brewster: Effects of Marek Bell, Matthew 2 1 Chalmers, Louise Barkhuus, Malcolm Steve Benford, Andy 0 Crabtree, Stuart Reeves, Jennifer Sunny Consolvo, 1 1 Katherine Everitt, Ian Smith, James A. Tapan S. Parikh, Paul 1 1 1 1 Javid, Sasikumar K., Kaushik Ghosh,

100 UX= UX Other UX UX- persons usability, through the attribute, no device UX=usa No components organizatio Usability motivation, clear attribute 1 usability= 1device n (UX Jeffrey Nichols, Brad Nielsen Usability usability behavior affecting the CHI 2006 numbers: Usability usability attribut definition A. Myers, Brandon organization other bility 0=no,1=usability, Ux e Rothrock: UNIFORM: (usability Iso 9241 as problem method Frank Bentley, Crysta02=UX, 3=both Metcalf, Gunnar Harboe: Personal vs. Maryam Kamvar, 0 Shumeet Baluja: A large scale study of Amy K. Karlson, 1 1 1 George G. Robertson, Daniel C. Robbins, Abhishek Ranjan, 0 Ravin Balakrishnan, Mark Chignell: Muhd Dzulkhiflee 0 Hamzah, Shun'ichi Tano, Mitsuru Iwata, Tovi Grossman, Ken1 1 Hinckley, Patrick Baudisch, Maneesh Kenton O'Hara, Alison0 Black, Matthew Lipson: Everyday Pamela J. Ludford,0 Dan Frankowski, Ken Reily, Kurt Wilms, Giovanni Iachello, 3 1 1 1 Khai N. Truong, Gregory D. Abowd, Frank Biocca, Arthur0 Tang, Charles Owen, Fan Xiao: Attention Antti Salovaara, Giulio0 Jacucci, Antti Oulasvirta, Timo Saari,

101 UX Other UX- persons UX= usability= device through the UX usability Nielsen Usability usability No usability, organizatio attribute, no CHI 2007 numbers: Usability organization Usability UX=usa motivation, components device attribut n (UX clear (usability behavior affecting the specialist, 0=no,1=usability, professional and usage definition attribute 3 e 1 designer) 1 David Kirk, Abigail …) Ux pattern experience Sellen, Richard Iso 9241 as problem method bility definition 2=UX, 3=both other Harper, Ken Wood : Vaiva Kalnikaité, Steve 1 1 Whittaker: Software or wetware?: discovering Scott Carter, Jennifer 3 1 1 1 1 Mankoff, Jeffrey Heer: Momento: support for Duncan P. Brumby, 1 1 Andrew Howes, Dario D. Salvucci : A Dario D. Salvucci, 0 Daniel Markley, Mark Zuber, Duncan P. Martina Ziefle, Ulrik 1 1 1 Schroeder, Judith Strenk, Thomas Shane Ahern, Dean 0 Eckles, Nathaniel S. Good, Simon King, Jingyu Cui, Fang Wen,3 1 1 1 Rong Xiao, Yuandong Tian, Xiaoou Tang: Leysia Palen, Sophia 0 B. Liu: Citizen communications in Gonzalo Ramos, Andy 1 1 Cockburn, Ravin Balakrishnan, Michel Will Seager, Danae 1 1 1 Stanton Fraser: Comparing physical, Enrico Costanza, 1 1 Samuel A. Inverso, Rebecca Allen, Pattie Kenton O'Hara, April 1 1 Slayden Mitchell, Alex Vorbau: Consuming Morgan Ames, Mor 1 1 Naaman : Why we tag: motivations for Divya Ramachandran, 1 1 1 Matthew Kam, Jane Chiu, John Canny,

102 UX- persons UX= UX Other Nielsen Usability usability usability= device usability, through the UX CHI 2007 numbers: Usability usability Usability UX=usa No attribute, no device organization attribut motivation, components organizatio 0=no,1=usability, e n (UX clear attribute 1as 1problem method (usability Ux definition behavior affecting the Matthew Kam, Divya 2=UX, 3=both Iso 9241 other bility Ramachandran, Varun Devanathan, Anuj Rafael Ballagas, Faraz 0 Memon, Rene Reiners, Jan Borchers: iStuff Antti Salovaara: 0 Appropriation of a MMS-based comic Antti Oulasvirta, Lauri1 1 Sumari: Mobile kits and laptop trays: Per Ola Kristensson, 0 Shumin Zhai: Command strokes Kenton O'Hara, Tim 0 Kindberg, Maxine Glancy, Luciana Giulio Jacucci, Antti 1 1 Oulasvirta, Tommi Ilmonen, John Evans, Jeffrey Nichols, Duen 1 1 1 Horng Chau, Brad A. Myers: Demonstrating Jonas Landgren, 0 Urban Nulden: A study of emergency Frank R. Bentley, 0 Crysta J. Metcalf: Sharing motion Shengdong Zhao, 3 1 1 1 1 Pierre Dragicevic, Mark Chignell, Ravin Xiang Cao, Shumin 0 Zhai: Modeling human performance of pen Paul Holleis, 0 Friederike Otto, Heinrich Hussmann, Michael Pettitt, Gary 2 1 Burnett, Alan Stevens: An extended keystroke

103 CHI 2008 numbers: Usability usability Nielsen Usability usability usability= device Usability UX=usa No usability, through the UX UX- persons UX= UX Other organization motivation, components organizatio attribute, no 0=no,1=usability, (usability attribut behavior n (UX device professional and usage affecting the specialist, clear 2=UX, 3=both Iso 9241 as problem method …) Ux e other bility definition pattern experience designer) definition attribute Susan P. Wyche, Paul 1 1 M. Aoki, Rebecca E. Grinter: Re-placing Tero Jokela, Jaakko T.1 1 1 1 1 Lehikoinen, Hannu Korhonen: Mobile Steve Benford, 0 Gabriella Giannachi: Temporal trajectories Maria F. Costabile, 3 1 1 1 Antonella De Angeli, Rosa Lanzilotti, Tim Kindberg, 0 Eamonn O'Neill, Chris Bevan, Vassilis Robert J.K. Jacob, 0 Audrey Girouard, Leanne M. Hirshfield, Koji Yatani, Kurt 0 Partridge, Marshall Bern, Mark W. Elaine M. Huang, Khai 0 N. Truong: Breaking the disposable Timothy Sohn, Kevin 0 A. Li, William G. Griswold, James D. Lena Mamykina, 1 1 1 Elizabeth Mynatt, Patricia Davidson, Emily Troshynski, 0 Charlotte Lee, Paul Dourish: Louise Barkhuus, 1 1 Barry Brown, Marek Bell, Scott Sherwood, Simon B. Larsen, 0 Jakob E. Bardram : Competence James Clawson, Kent 2 1 Lyons, Alex Rudnick, Robert A. Iannucci, Jr., Shumin Zhai, Per Ola 0 Kristensson: Interlaced QWERTY: Stefan Parry Carmien, 1 1 1 Gerhard Fischer: Design, adoption, and Christopher A. Le 1 1 1 Dantec, W. Keith Edwards: Designs on Kristina Höök, Anna 0 Ståhl, Petra 104 Sundström, Jarmo Tuck Leong, Steve 2 Howard, Frank Vetere: Choice: abidcating or 1 CHI 2008 numbers: Usability usability Nielsen Usability usability usability= 0=no,1=usability, device Usability UX=usa organization No usability, through the 2=UX, 3=both Iso 9241 attribut UX UX- persons UX= as problem method (usability Ux motivation, components UX Other e other bility organizatio attribute, no device definition behavior affecting the n (UX clear attribute Rowena Luk, Melissa 2 1 Ho, Paul M. Aoki: Asynchronous remote Brian DeRenzi, Neal 1 1 1 1 Lesh, Tapan Parikh, Clayton Sims, Werner David Dearman, 2 1 Jeffery S. Pierce: It's on my other Sean Gustafson, 0 Patrick Baudisch, Carl Gutwin, Pourang Irani Kenneth Majlund Ba h, 0 Mads Gregers Jæger, Mikael B. Skov, Nils Victoria Bellotti, Bo 3 1 1 1 Begole, Ed H. Chi, Nicolas Ducheneaut, Holger Schnädelbach, 0 Stefan Rennick Egglestone, Stuart Kenton O'Hara: 0 Understanding geocaching practices Leah Findlater, Joanna 1 1 McGrenere: Impact of screen size on Yang Li, James A. 0 Landay: Activity- based prototyping of James Lin, James A. 1 1 1 1 Landay: Employing patterns and layers for Kevin A. Li, Patrick 0 Baudisch, Ken Hinckley: Blindsight: Amy K. Karlson, 1 1 Benjamin B. Bederson: One- Michael Rohs, Antti 0 Oulasvirta: Target acquisition with William Gaver, Andy 0 Boucher, Andy Law, Sarah Pennington, Christine 0 Szentgyorgyi, Michael Terry, Edward Lank: Clint Heyer, Margot 1 1 Brereton, Stephen Viller: Cross-channel Sin-Hwa Kang, James 0 H. Watt, Sasi Kanth Ala: Social copresence Eve Hoggan, Stephen 1 1 A. Brewster, Jody Johnston: Christine Satchell: 01 1 1 1 Cultural theory and Nass:real world How design: accurate 105 GillySaleema Leshed, Amershi, Theresa 1 1 Velden,Meredith Oya Ringel Rieger, BlazejMorris: Kot, CoSearch: Phoebe a MorIng-Marie Naaman, Jonsson, Rahul 0 Nair,HelenVlad Harris,Kaplun Clifford : PUBLICATIONS USED IN LEXICAL SEMANTICS ANALYSIS

First Workshop on Human Computer Interaction with Mobile Devices , Mobile HCI 1998. Glasgow, Scotland

ChrisJohnson:RebuildingtheBabelTower.

PeterJohnson;UsabilityandMobility;Interactionsonthemove.

TomRodden,KeithChervest,NigelDaviesandAlanDix:ExploitingContextin HCIDesignforMobileSystems

MikaelGoldstein,RobertBook,GunillaAlsioandSilviaTessa:UbiquitousInput forWearableComputing:QwertyKeyboardwithoutABoard

Stephen Brewster, Grégory Leplâtre and Murray Crease: Using NonSpeech SoundsinMobileComputingDevices

HelenPetrie,StephenFurner,ThomasStrothotte:DesignLifecyclesandWearable ComputersforUserswithDisabilities

Steinar Kristoffersen, Jo Herstad, Fredrik Ljungberg, Frode Løbers, Jan R. Sandbakken,KariThoresen:DevelopingScenariosforMobileCSCW

Jason Pascoe, Nick Ryan, and David Morse: HumanComputerGiraffe Interaction:HCIintheField

PeterJ.Brown:SomeLessonsforLocationAwareApplications

Nigel Davies, Keith Mitchell, Keith Cheverst, Gordon Blair: Developing a ContextSensitiveTouristGuide

MariaR.EblingandM.Satyanarayanan:OntheImportanceofTranslucencefor MobileComputing

Keith Cheverst, Nigel Davies, Adrian Friday: Developing Interfaces For CollaborativeMobileSystems

JoHerstad,DoVanThanhandSteinarKristoffersen:WirelessMarkupLanguage as a Framework for Interaction with Mobile Computing and Communication Devices

Malcolm McIlhagga, Ann Light and Ian Wakeman: Giving Users the Choice betweenaPictureandaThousandWords

Kaisa VäänänenVainioMattila and Satu Ruuska: User Needs for Mobile CommunicationDevices:

Second Workshop on Human Computer Interaction with Mobile Devices Mobile, HCI 1999. Edinburgh, Scotland

Deshe,O&VanLaar,D.ApplyingPerceptualLayerstoColourCodeInformation inHandHeldComputingDevices. Dunlop,M. D. & Crossan, A. : Dictionarybased text entry method for mobile phones.

Goldstein,M.&Chincholle,D.:TheFingerJointGestureWearableKeypad.

Brown,B.,O’Hara,K.&Sellen,A:Adiarystudyofinformationcaptureatwork.

Schmidt,A.Implicithumancomputerinteractionthroughcontext.

Graham,R.&Carter,C.Comparisonofspeechinputandmanualcontrolofincar deviceswhileonthemove.

Koskinen,TopiMobileasynchronouscommunication:Useandtalkofuseamong agroupofyoungadultsinFinland.

Walker, A. & Brewster, S.: Extending the auditory display space in handheld computingdevices.

Eldridge, M., Lamming, M. Flynn, M., Jones, C. & Pendlebury, D. (Xerox ResearchCentreEurope,UK)ResearchMethodsUsedtoSupportDevelopmentof Satchel.

Hjelmeroos,H.,Ketola,P.&Raiha,KJ.:Copingwithconsistencyundermultiple designconstraints:thecaseoftheNokia9000WWWbrowser.

Koppinen,Anne:DesignchallengesofanInCarCommunicationSystemUI.

Third International Workshop on Human Computer Interaction with Mobile Devices MobileHCI 2001. Lille, France

Keith Cheverst, Keith Mitchell and Nigel Davies : Investigating Contextaware InformationPushvs.InformationPulltoTourists

LucaChittaroandPaoloDalCin:EvaluatingInterfaceDesignChoicesonWAP Phones:SinglechoiceListSelectionandNavigationamongCards

Oscar De Bruijn, Robert Spence and Min Yih Chong: RSVP Browser: Web BrowsingonSmallScreenDevices

MikaelGoldstein,Gustavֱvist,MandanaBayatM,PeterLjungstrand,andStaffan Björk:EnhancingtheReadingExperience:UsingAdaptiveandSonifiedRSVPfor ReadingonSmallDisplays

Simon Holland and David R. Morse: Audio GPS: spatial audio in a minimal attentioninterface

Helge Hüttenrauch and Mikael Norman: PocketCERO – mobile interfaces for servicerobots

ShahramIzadi,MikeFraser,SteveBenford,MartinFlintham,ChrisGreenhalgh, TomRodden,andHolgerSchnädelbach:Citywide:supportinginteractivedigital experiencesacrossphysicalspace

107 ThomasRistandPatrickBrandmeier:CustomizingGraphicsforTinyDisplaysof MobileDevices

JörgRoth:PatternsofMobileInteraction

Albrecht Schmidt, Tanjev Stuhr, and Hans Gellersen: ContextPhonebook ExtendingMobilePhoneApplicationswithContext

GeorgStrom:MobileDevicesasPropsinDailyRolePlaying

Satu RuuskaKalliokulju, Matthias SchneiderHufschmidt, Kaisa Väänänen VainioMattila,andBrunoVonNiman:ShapingtheFutureofMobileDevices

Fourth International Symposium on Human Computer Interaction with Mobile Devices, MobileHCI 2002. Pisa, Italy

F. J. GonzálezCastaño, L. AnidoRifón and E. CostaMontenegro A New TranscodingTechniqueForPdaBrowsers,BasedOnContentHierarchy

MattJones,GeorgeBuchananandHaroldThimbleby:SortingOutSearchingOn SmallScreenDevices

JaniMantyjarviandTapioSeppanen:AdaptingApplicationsInMobileTerminals UsingFuzzyContextInformation

Simon Holland, David R. Morse & Henrik Gedenryd: Direct Combination: A NewUserInteractionPrincipleForMobileAndUbiquitousHCI

Emmanuel Dubois, Philip Gray, Laurence Nigay ASUR++: A Design Notation ForMobileMixedSystems

G. Pospischil, M. Umlauft, E. Michlmay:r Designing Lol@, A Mobile Tourist GuideForUMTS

Thorsten Bohnenberger, Anthony Jameson, Antonio Krüger and Andreas Butz: LocationAware Shopping Assistance: Evaluation of a DecisionTheoretic Approach

Stacie Hibino, Audris Mockus Handimessenger: AwarenessEnhanced Universal CommunicationForMobileUsers

L. Nigay, P. Salembier, T. Marchand, P. Renevier, L. Pasqualetti: Mobile And CollaborativeAugmentedReality:AScenarioBasedDesignApproach

Vibha Sazawal, Roy Want, and Gaetano Borriello: The Unigesture Approach: OneHandedTextEntryForSmallDevices

MartinColbert:ADiaryStudyOfRendezvousing:GroupSize,TimePressureand Connectivity

M.GelgonandK.Tilhou:AutomatedMultimediaDiariesOfMobileDeviceUsers NeedSummarization

108 Justin Lin, Robert Laddaga, and Hirohisa Naito: Personal Location Agent For CommunicatingEntities(PLACE)

Elaine Huang, Michael Terry, Elizabeth Mynatt, Kent Lyons, Alan Chen: DistributingEventInformationBySimulatingWordOfMouthExchanges

SachiMizobuchi,KoichiMori,XiangshiRen,YasumuraMichiaki:AnEmpirical Studyofthe MinimumRequiredSize andtheMinimum NumberofTargets for PenInputontheSmallDisplay

Scott I. MacKenzie: KSPC (Keystrokes Per Character) As A Characteristic Of TextEntryTechniques

Didier Chincholle,MikaelGoldstein, MarcusNyberg,MikaelEriksson:LostOr Found? A Usability Evaluation Of A Mobile Navigation And LocationBased Service

Gustav Öquist and Mikael Goldstein: Towards An Improved Readability On MobileDevices:EvaluatingAdaptiveRapidSerialVisualPresentation

Fifth International Symposium on Human Computer Interaction with Mobile Devices and Services, MobileHCI 2003. Udine, Italy

Sakari Tamminen, Antti Oulasvirta, Kalle Toiskallio, Anu Kankainen: UnderstandingMobileContexts

Mattias Esbjörnsson, Oskar Juhlin, Mattias Östergren: Mobile Bikers using Hocman–FieldTrialsonMobileInteraction

GiulioIacucci,AnttiJuustila,KariKuutti,PekkaPehkonen,ArtoYlisaukkooja: ConnectingRemoteVisitsandDesignEnvironment:UserNeedsandPrototypes forArchitectureDesign

KentLyons:EverydayWearableComputerUse:ACaseStudyofanExpertUser

Miika Silfverberg: Using Mobile Keypads with Limited Visual Feedback: ImplicationstoHandheldandWearableDevices

Juha Marila, Sami Ronkainen: Timeout in mobile text input: the effects of learningandfeedback

Jun Rekimoto, Yuji Ayatsuka, Michimune Kohno: SyncTap: An Interaction TechniqueforMobileNetworking

JakobBardram,ThomasA.K.Kjær,ChristinaNielsen:SupportingLocalMobility inHealthcarebyApplicationamongHeterogeneousDevices

David Pinelle, Jeff Dyck, Carl Gutwin: Aligning Work Practices and Mobile Technologies:GroupwareDesignforLooselyCoupledMobileGroups

Gustavo Zurita, Miguel Nussbaum, Mike Sharples: Encouraging facetoface collaborativelearningthroughtheuseofhandheldcomputersintheclassroom

Johan Sanneblad, Lars Erik Holmquist: OpenTrek: A Platform for Developing InteractiveNetworkedGamesonMobileDevices

109 Adrian David Cheok, Siew Wan Fong, Kok Hwee Goh, Xubo Yang, Wei Liu, FarzamFarbiz:HumanPacman:AMobileEntertainmentSystemwithUbiquitous ComputingandTangibleInteractionoveraWideOutdoorArea

RachelFithian,GiovanniIachello,JehanMoghazy,ZacharyPousman:Thedesign andevaluationofamobilelocationawarehandheldeventplanner

ChristianBorntrager,KeithCheverst,NigelDavies,AlanDix,AdrianFriday,

Carmine Ciavarella, Fabio Paternò: Design Criteria for Locationaware, Indoor, PDAApplications

KaiRichter,MaritaEnge:MultimodalFrameworktosupportuserswithspecial needsininteractionwithpublicinformationsystems

SomnathBanerjee,ArobindaGupta,AnupamBasu:OnlineTranscodingofWeb PagesforMobileDevices

Karin Coninx, Kris Luyten, Chris Vandervelpen, Jan Van den Bergh, Bert Creemers: Dygimes: Dynamically Generating Interfaces for Mobile Computing DevicesandEmbeddedSystems

Francesco Bellotti, Riccardo Berta, Alessandro De Gloria, Massimiliano Margarone:SupportingefficientdesignofmobileHCI

Verena Giller, Rudolf Melcher, Reinhard Sefelin, Manfred Tscheligi: Usability EvaluationsforMultiDeviceApplicationDevelopment.ThreeExampleStudies

JesperKjeldskov,ConnorGraham:AReviewofMobileHCIResearchMethods

6th International Conference on Human Computer Interaction with Mobile Devices and Services, MobileHCI 2004. Glascow, Scotland.

Christopher Campbell, Peter Tarasewich: What Can You Say With Only Three Pixels?

Lance Bloom, Rachel Eardley, Erik Geelhoed, Meera Manahan, Parthasarathy Ranganathan: Investigating the Relationship Between Battery Life and User AcceptanceofDynamic,EnergyAwareInterfacesonHandhelds

Martina Ziefle, Susanne Bay: Mental Models of a Cellular Phone Menu. ComparingOlderandYoungerNoviceUsers

Joy Goodman, Phil Gray, Kartik Khammampad, Stephen Brewster: Using LandmarkstoSupportOlderPeopleinNavigation

ShirlinaPo,SteveHoward,FrankVetere,MikaelSkov:HeuristicEvaluationand MobileUsability:BridgingtheRealismGap

JesperKjeldskov,MikaelB.Skov,BenedikteS.Als,RuneT.Hoeg:IsitWorth the Hassle?Exploring the Added Value of Evaluating the Usability of Context AwareMobileSystemsintheField

TiiuKoskela,KaisaVäänänenVainioMattila,LauriLehti:HomeIswhereYour PhoneIs:UsabilityEvaluationofMobilePhoneUIforaSmartHome

110 BarbaraSchmidtBelz,FabianHermann:Uservalidationofanomadicexhibition guide

Chris Baber, Oliver Westmancott: Social Networks and Mobile Games: a study intotheuseofBluetoothforamultiplayercardgame

GustavÖquist,AnnaSågvallHein,JanYgge,MikaelGoldstein:EyeMovement StudyofReadingonaMobileDeviceUsingthePageandRSVPTextPresentation Formats

Parisa Eslambolchilar, Roderick MurraySmith: TiltBased Automatic zooming andscalinginMobiledevices

Dynal Patel, Gary Marsden, Steve Jones, Matt Jones: An Evaluation of TechniquesforBrowsingPhotographCollectionsonSmallDisplays

Andrew Crossan, Rod MurraySmith: Variability in WristTilt Accelerometer BasedGestureInterfaces

Joanna Lumsden, Andrew Gammell: Mobile Note Taking: Investigating the EfficacyofMobileTextEntry

GillianHayes,ShwetakPatel,KhaiTruong,GiovanniIachello,JulieKientz,Rob Farmer:ThePersonalAudioLoop:DesigningaUbiquitousAudioBasedMemory Aid

GeorgiosMarentakis,StephenBrewster:AStudyonGesturalInteractionwitha 3DAudioDisplay

JirapornBuranatrived,PaulVickers:AStudyofApplicationandDeviceEffects BetweenaWAPPhoneandaPalmPDA

Michael Hinz, Zoltan Fiala, Frank Wehner: Personalizationbased Optimization ofWebInterfacesforMobileDevices

Renata Bandelloni, Silvia Berti, Fabio Paterno: MixedInitiative, TransModal InterfaceMigration

Bonnie MacKay, Carolyn Watters, Jack Duffy: Web PageTransformation when SwitchingDevices

RussellBeale,PeterLonsdale:MobileContextAwareSystems:theintelligenceto supporttasksandeffectivelyutiliseresources

TiiuKoskela,InkaVilpola:UsabilityofMobiVRConcept:TowardsLargeVirtual TouchScreenforMobileDevices

Gennaro Costagliola, Sergio Di Martino, Filomena Ferrucci, Giuseppe Oliviero, UmbertoMontemurro:Handy:anewInteractionDeviceforVehicularInformation Systems

ChristianKray,GerdKortuem:InteractivePositioningbasedonObjectVisibility

Konrad Tollmar, Tom Yeh, Trevor Darrell: IDeixis Searching the Web with ImagesforLocationBasedInformation

111 7th International Conference on Human Computer Interaction with Mobile Devices and Services, Mobile HCI 2005. Saltzburg, Austria.

DanHong,MingxuanYuan,VincentY.Shen:Dynamicprivacymanagement:a pluginserviceforthemiddlewareinpervasivecomputing

Stavros Antifakos, Nicky Kern, Bernt Schiele, Adrian Schwaninger : Towards improvingtrustincontextawaresystemsbydisplayingsystemconfidence

Michimune Kohno, Jun Rekimoto Searching common experience: a social communicationtoolbasedonmobileadhocnetworking

Jesper Kjeldskov, Jeni Paay : Justforus: a contextaware mobile information systemfacilitatingsociality

RistoSarvas,AnttiOulasvirta,GiulioJacucci:Buildingsocialdiscoursearound mobilephotos:asystemicperspective

Juwon Ahn, Jeffrey S. Pierce : SEREFE: serendipitous file exchange between usersanddevices

Keith Cheverst,AlanDix,DanielFitton,Chris Kray,MarkRouncefield, Corina Sas,GeorgeSaslisLagoudakis,JenniferG.Sheridan:Exploringbluetoothbased mobilephoneinteractionwiththehermesphotodisplay

GeorgiosMarentakis,StephenA.Brewster:Acomparisonoffeedbackcuesfor enhancingpointingefficiencyininteractionwithspatialaudiodisplays

Tuuli Hyvärinen, Anne Kaikkonen, Mika Hiltunen : Placing links in mobile bankingapplication

HendrikKnoche,JohnD.McCarthy:DesignrequirementsformobileTV

SilviaGabrielli,ValeriaMirabella,StephenKimani,TizianaCatarci:Supporting cognitivewalkthroughwithvideodata:amobilelearningevaluationstudy

Renata Bandelloni, Giulio Mori, Fabio Paternò: Dynamic generation of web migratoryinterfaces

Rainer Simon, Florian Wegscheider, Konrad Tolar : Toolsupported single authoringfordeviceindependenceandmultimodality

Benoît Martin : VirHKey: a VIRtual Hyperbolic KEYboard with gesture interactionandvisualfeedbackformobiledevices

Luca Chittaro, Stefano Burigat : Augmenting audio messages with visual directionsinmobileguides:anevaluationofthreeapproaches

Frode Eika Sandnes : Evaluating mobile text entry strategies with finite state automata

SachiMizobuchi,MarkChignell,DavidNewton:Mobiletextentry:relationship betweenwalkingspeedandtextinputtaskdifficulty

ThorstenBüring,HaraldReiterer:ZuiScat:queryingandvisualizinginformation spacesonpersonaldigitalassistants

112 TeroHakala,JuhaLehikoinen,AnttiAaltonen:Spatialinteractivevisualizationon smallscreen

JulienPauty,PaulCouderc,MichelBanâtre:Usingcontexttonavigatethrougha photocollection

Dimitrios Raptis, Nikolaos Tselios, Nikolaos Avouris : Contextbased design of mobileapplicationsformuseums:asurveyofexistingpractices

A. K. Amin, B. T. A. Kersten, O. A. Kulyk, P. H. Pelgrim, C. M. Wang, P. Markopoulos : SenseMS: a usercentered approach to enrich the messaging experienceforteensbynonverbalmeans

Antti Oulasvirta, Mika Raento, Sauli Tiitta : ContextContacts: redesigning 'scontactbooktosupportmobileawarenessandcollaboration

Keith Mitchell, Nicholas J. P. Race, Michael Clarke : CANVIS: contextaware networkvisualizationusing

BonnieMacKay,DavidDearman,KoriInkpen,CarolynWatters:Walk'nscroll:a comparison of softwarebased navigation techniques for different levels of mobility

NigelDavies,KeithCheverst,AlanDix,AndreHesse:Understandingtheroleof imagerecognitioninmobiletourguides

Weining Yue, Shu Mu, Heng Wang, Guoping Wang: TGH: a case study of designingnaturalinteractionformobileguidesystems

RobertMiller,ElizabethRoche:Towardbridgebuilding:mappingthelandscape oftelecommunicationtools

8th International Conference on Human Computer Interaction with Mobile Devices and Services, MobileHCI 2006. Espoo, Finland.

Pekka Parhi , Amy Karlson, Benjamin Bederson: Target Size Study for One HandedThumbUseonSmallTouchscreenDevices

Dynal Patel&Gary Marsden , Matt Jones , Steve Jones : Improving Photo SearchingInterfacesforSmallscreenMobileComputer

SatuJumiskoPyykkö& Vinod Kumar M.V., Jari Korhonen:Unacceptabilityof InstantaneousErrorsinMobileTelevision:FromAnnoyingAudiotoVideo

Nuria Oliver, Fernando FloresMangas : MPTrain: A Mobile, Music and PhysiologyBasedPersonalTrainer

ArjanGeven,ReinhardSefelin,ManfredTscheligi:DepthandBreadthawayfrom thedesktopOptimalInformationHierarchiesforMobileUse

MotokiMiura,SusumuKunifuji:RodDirect:TwoDimensionalInputwithStylus Knob

Mark Weal, Eva Hornecker, Don Cruickshank , Danius Michaelides, David Millard,JohnHalloran,DavidDeRoure,GeraldineFitzpatrick,Requirementsfor InSituAuthoringofLocationBasedExperiences 113 Marcos Serrano, Laurence Nigay, Rachel Demumieux, Patrick Losquin, Jerome Descos:MultimodalInteractiononMobilePhones:DevelopmentandEvaluation UsingACICARE

Fabio Buttussi, Luca Chittaro, Daniele Nadalutti: Bringing mobile guides and fitnessactivitiestogether:asolutionbasedonanembodiedvirtualtrainer

Lorna Brown, Stephen Brewster, Helen Purchase: Multidimensional Tactons for NonVisualInformationPresentationinMobileDevices

HenryBeenLirnDuh:UsabilityEvaluationforMobileDevice:AComparisonof LaboratoryandFieldTests

Jaakko Lehikoinen, Anne Kaikkonen: PePe Field Study: Constructing Meanings forLocationsintheContextofMobilePresence

Enrico Costanza, Samuel A. Inverso, Elan Pavlov, Rebecca Allen, Pattie Maes: eyeq:EyeglassPeripheralDisplayforSubtleIntimateNotifications

Christian Kray, Keith Cheverst, Daniel Fitton, Corina Sas, Christoph Stahl: SharingControlofDispersedSituatedDisplaysbetweenNomadicandResidential Users

AshweeniBeeharee,AnthonySteed:ANaturalWayfindingPhotosinPedestrian NavigationSystem

KristinVadas,NirmalPatel,KentLyons,ThadStarner,JulieJacko:ReadingOn theGo:AComparisonofAudioandHandheldDisplays

HannuKorhonen,ElinaM.IKoivistoPlayabilityHeuristicsforMobileGames

John Williamson Steven Strachan, Roderick MurraySmith: It's a long way to MonteCarlo:ProbabilisticdisplayinGPSnavigation

Stefano Burigat, Luca Chittaro, Silvia Gabrielli): Visualizing Locations of Off Screen Objects on Mobile Devices: A Comparative Evaluation of Three Approaches

Younghee Jung Jan Blom, Per Persson : Scent Field Trial Understanding EmergingSocialInteraction

9th International Conference on Human Computer Interaction with Mobile Devices and Services, MobileHCI 2007. Singapore

SungJung Cho, Roderick MurraySmith, YeunBae Kim : Multicontext photo browsingonmobiledevicesbasedontiltdynamics

Simone Braun, Wolfgang Gräther : Mobile support for communities of interest: designandimplementationofCommunity2Go

MerjaHaveri,JanBlom,JyriVirtanen,MikkoTarkiainen,JonnaHäkkilä:mCell: platformindependentcommunicationforsmallgroups

114 RoderickMurraySmith,AndrewRamsay,SimonGarrod,MelissaJackson,Bojan Musizza:Gaitalignmentinmobilephoneconversations

NatasaMilicFrayling,MartinHicks,RachelJones,JamieCostelloOnthedesign andevaluationofwebaugmentedmobileapplications

MaijuMarkova,AnneAula,TeijaVainio,HeliWigelius,MinnaKulju:MoBiS Q:atoolforevaluatingthesuccessofmobilebusinessservices

DongsikJo,UngyeonYang,WookhoSon:Designevaluationusingvirtualreality basedprototypes:towardsrealisticvisualizationandoperations

Richard Harper, Tim Regan, Shahram Izadi, Kharsim Al Mosawi, Mark Rouncefield, Simon Rubens : Trafficking: design for the viral exchange of TV contentonmobilephones

Kristijan Mihalic, Manfred Tscheligi : 'Divert: motherinlaw': representing and evaluatingsocialcontextonmobiledevices

Ahmad Rahmati, Angela Qian, Lin Zhong : Understanding humanbattery interactiononmobilephones

LeonardM.AhKun,GaryMarsden:Copresentphotosharingonmobiledevices

Juha Häikiö, Arto Wallin, Minna Isomursu, Heikki Ailisto, Tapio Matinmikko, TuaHuomo:Touchbaseduserinterfaceforelderlyusers

Andreas Lorenz, Dorit Mielke, Reinhard Oppermann, Lars Zahl : Personalized mobilehealthmonitoringforelderly

Karen P. Tang, Jason I. Hong, Ian E. Smith, Annie Ha, Lalatendu Satpathy: Memory karaoke: using a locationaware mobile reminiscence tool to support aginginplace

MichaelRohs,GeorgEssl:Sensingbasedinteractionforinformationnavigation onhandhelddisplays

TomiHeimonen,MikaKäki:Mobilefindex:supportingmobilewebsearchwith automaticresultcategories

Maryam Kamvar, Shumeet Baluja : The role of context in query input: using contextualsignalstocompletequeriesonmobiledevices

David Arter, George Buchanan, Matt Jones, Richard Harper: Incidental informationandmobilesearch

Konrad Tollmar, Ted Möller, Björn Nilsved: A picture is worth a thousand keywords:exploringmobileimagebasedwebsearch

KojiYatani,KhaiN.Truong:Anevaluationofstylusbasedtextentrymethodson handhelddevicesinstationaryandmobilesettings

YeKyawThu,YoshiyoriUrano:PositionalmappingMyanmartextinputscheme formobiledevices

115 KrisLuyten,KristofVerpoorten,KarinConinx:Adhoccolocatedcollaborative workwithmobiledevices

RiccardoDini,FabioPaternò,CarmenSantoro:Anenvironmenttosupportmulti userinteractionandcooperationforimprovingmuseumvisitsthroughgames

10th International Conference on Human Computer Interaction with Mobile Devices and Services, MobileHCI 2008. Amsterdam, the Netherland.

Cameron Ross Dunne, Thibault Candebat, David Gray: A frequency based sightingblurringalgorithmforusewithlocationbasedservicesontheinternet

Karen Church, Barry Smyth, Keith Bradley, Paul CotterA large scale study of Europeanmobilesearchbehaviour

Arjan Geven, Reinhard Sefelin, Norman Höller, Manfred Tscheligi, Markus Mayer:Alwaysoninformation:servicesandapplicationsonthemobiledesktop

Youngwoo Yoon, Yuri Ahn, Geehyuk Lee, Sungmoo Hong, Minjeong Kim: Contextaware photo selection for promoting photo consumption on a mobile phone

AnttiOulasvirta;Designingmobileawarenesscues

Maiju Vuolle, Mari Tiainen, Titti Kallio, Teija Vainio, Minna Kulju, Heli Wigelius: Developing a questionnaire for measuring mobile business service experience

Satu JumiskoPyykkö, Miska M. Hannuksela: Does context matter in quality evaluationofmobiletelevision?

NanjaJ.J.M.Smets,GuidoM.teBrake,MarkA.Neerincx,JasperLindenberg Effects of mobile map orientation and tactile feedback on navigation speed and situationawareness

Paul Holleis, Albrecht Schmidt, Susanna Paasovaara, Arto Puikkonen, Jonna Häkkilä:Evaluatingcapacitivetouchinputonclothes

Christina Dicke, Shaleen Deo, Mark Billinghurst, Nathan Adams, Juha Lehikoinen: Experiments in mobile spatial audioconferencing: keybased and gesturebasedinteraction

JanWillemStreefkerk,MyraP.vanEschBussemakers,MarkA.NeerincxField evaluationofamobilelocationbasednotificationsystemforpoliceofficers

Shaun K. Kane, Jacob O. Wobbrock, Ian E. Smith: Getting off the treadmill: evaluatingwalkinguserinterfacesformobiledevicesinpublicspaces

KeithJ.Oliver,GaryE.Burnett:Learningorientedvehiclenavigationsystems:a preliminaryinvestigationinadrivingsimulator

Marco de Sá, Luís Carriço: Lessons from early stages design of mobile applications

116 SabineSchröder,MartinaZiefle:Makingacompletelyiconbasedmenuinmobile devicestobecometrue:ausercentereddesignapproachforitsdevelopment

Stefano Burigat, Luca Chittaro, Edoardo Parlato: Map, diagram, and web page navigationonmobiledevices:theeffectivenessofzoomableuserinterfaceswith overviews

A.Engström,M.Esbjörnsson,O.Juhlin:Mobilecollaborativelivevideomixing

Michael Leitner, Peter Wolkerstorfer, Reinhard Sefelin, Manfred Tscheligi: Mobilemultimedia:identifyinguservaluesusingthemeansendtheory

Davy Preuveneers, Yolande Berbers: Mobile phones assisting with health self care:adiabetescasestudy

JamesClawson,AmyVoida,NirmalPatel,KentLyons:Mobiphos:acollocated synchronousmobilephotosharingapplication

SimonRobinson,ParisaEslambolchilar,MattJones:PointtoGeoBlog:gestures andsensorstosupportusergeneratedcontentcreation

Alina Hang, Enrico Rukzio, Andrew Greaves Projector phone: a study of using mobilephoneswithintegratedprojectorforinteractionwithmaps

Anirudha Joshi, Nikhil Welankar, Naveen BL, Kirti Kanitkar, Riyaj Sheikh: Rangoli:avisualphonebookforlowliterateusers

YingLiu,KariJoukoRäihä:RotaTxt:Chinesepinyininputwitharotator

Iris Herbst, AnneKathrin Braun, Rod McCall, Wolfgang Broll: TimeWarp: interactivetimetravelwithamobilemixedrealitygame

RobertHardy,EnricoRukzioTouch&interact:touchbasedinteractionofmobile phoneswithdisplays

Rodrigo de Oliveira, Nuria Oliver: TripleBeat: enhancing exercise performance withpersuasion

Jeroen Keijzers, Elke den Ouden, Yuan LuUsability benchmark study of commercially available smart phones: cell phone type platform, PDA type platformandPCtypeplatform

ThomasOlsson,HannuSoronen,KaisaVäänänenVainioMattilaUserneedsand designguidelinesformobileservicesforsharingdigitallifememories

Will Bamford, Paul Coulton, Marion Walker, Duncan Whyatt, Gemma Davies, Colin Pooley: Using mobile phones to reveal the complexities of the school journey

Hendrik Witt, Michael Lawo, Mikael Drugge: Visual feedback and different frames of reference: the impact on gesture interaction techniques for wearable computing

117 Conference on Human Factors in Computing Systems ,CHI 1998. Los Angeles, California, United States.

KyokuniKAWACXUYAandHkoshiISFEKAWA:NaviPoint:AnInputDevice forMobileInformationBrowsing

Beverly ;. Harrison, ‘Kenneth P. Fishkin, Anuj Gujar, Carlos Mochon*, Roy Want: Squeeze Me, Hold Me, Tilt Me! An Exploration of Manipulative User Interfaces

Annette Adler ‘, Anuj Gujar ‘, Beverly L. Harrison ‘, Kenton O’Hara’, Abigail Sellen:ADiaryStudyofWorkRelatedReading:DesignImplicationsforDigital ReadingDevices

Conference on Human Factors in Computing Systems ,CHI 1999. Pittsburgh, Pennsylvania, United States.

I.ScottMacKenzieandShawnX.Zhang:TheDesignandEvaluationofaHigh PerformanceSoftKeyboard

Mikael Goldstein, Robert Book, Gunilla Alsiö, Silvia Tessa: Nonkeyboard QWERTYtouchtyping:aportableinputinterfaceforthemobileuser

Nitin Sawhney, Chris Schmandt: Nomadic radio: scaleable and contextual notificationforwearableaudiomessaging

MasaakiFukumoto,YoshinobuTonomura:Whisper:awristwatchstylewearable handset

Richard C. Davis, James A. Landay,VictorChen, Jonathan Huang, Rebecca B. Lee,FrancesC.Li,JamesLin,CharlesB.Morrey,III,BenSchleimer,MorganN. Price, Bill N. Schilit: NotePals: lightweight note sharing by the group, for the group

Roy Want, Kenneth P. Fishkin, Anuj Gujar, Beverly L. Harrison : Bridging physicalandvirtualworldswithelectronictags

Angel R. Puerta, Eric Cheng, Tunhow Ou, Justin Min: MOBILE: usercentered interfacebuilding

DanielSalber,AnindK.Dey,GregoryD.Abowd:Thecontexttoolkit:aidingthe developmentofcontextenabledapplications

Conference on Human Factors in Computing Systems, CHI 2000. The Hague, the Netherlands.

Anne McCiard, Patricia Somers: Unleashed: Web Tablet Integration into the Home

Miika Silfverberg, I. Scott MacKenzie, Panu Korhonen: Predicting Text Entry SpeedonMobilePhones

KeithCheverst,NigelDavies,KeithMitchell,AdrianFriday,ChristosEfstratiou: Developing a Contextaware Electronic Tourist Guide: Some Issues and Experiences

118 BradA.Myers,KinPou("Leo")Lie,andBoChieh("Jerry")Yang:TwoHanded InputUsingaPDAAndaMouse

Jennifer Mankoff , Scott E. Hudson, Gregory D. Abowd : Providing Integrated ToolkitLevelSupportforAmbiguityinRecognitionBasedInterfaces

Orkut Buyukkokten, Hector GarciaMolina, Andreas Paepcke, Terry Winograd: PowerBrowser:EfficientWebBrowsingforPDAs

Anu Mäkelä Verena Giller Manfred Tscheligi Reinhard Sefelin: Joking, storytelling,artsharing,expressingaffection:Afieldtrialofhowchildrenandtheir socialnetworkcommunicatewithdigitalimagesinleisuretime

Conference on Human Factors in Computing Systems , CHI 2001. Seattle, Washington.

Boriana Koleva, Ian Taylor, Steve Benford, Mike Fraser, Chris Greenhalgh, HolgerSchnädelbachDirkvomLehn,ChristianHeathJuRowFarr,MattAdams: OrchestratingaMixedRealityPerformance

Les Nelson, Sara Bly, Tomas Sokoler: Quiet Calls: Talking Silently on Mobile Phones

Orkut Buyukkokten, Hector GarciaMolina, Andreas Paepcke: Accordion SummarizationforEndGameBrowsingonPDAsandCellularPhones

JohnC.Tang,NicoleYankelovich,James“Bo”Begole,MaxVanKleek,Francis Li,JanakBhalodiaConNexustoAwarenex:Extendingawarenesstomobileusers

Christina L. James and Kelly M. Reischel: Text Input for Mobile Devices: ComparingModelPredictiontoActualPerformance

ArmanDanesh,KoriInkpen,FelixLauandKeithShuKelloggBooth:GeneyTM: DesigningaCollaborativeActivityforthePalmTM

Rick Borovoy, Brian Silverman, Tim Gorton, Jeff Klann, Matt Notowidigdo, BrianKnep¹,andMitchelResnick:FolkComputing:RevisitingOralTraditionasa ScaffoldforCoPresentCommunities

Conference on Human Factors in Computing Systems, CHI 2002. Minneapolis, Minnesota, USA.

Holger Schnädelbach, Boriana Koleva, Martin Flintham, Mike Fraser, Shahram Izadi, Paul Chandler, Malcolm Foster, Steve Benford, Chris Greenhalgh, Tom Rodden:TheAugurscope:AMixedRealityInterfaceforOutdoors

ShuminZhai,AlisonSue,JohnnyAccot:MovementModel,HitsDistributionand LearninginVirtualKeyboarding

PoikaIsokoskiandMikaKäki:ComparisonofTwoTouchpadBasedMethodsfor NumericEntry

Ellen Isaacs, Alan Walendowski, & Dipti Ranganthan: Hubbub: A sound enhanced mobile instant messenger that supports awareness and opportunistic interactions

119 AbigailJ.Sellen,RachelMurphy,KateL.Shaw:HowKnowledgeWorkersUse theWeb

Antti Pirhonen, Stephen Brewster, Christopher Holguin: Gestural and Audio MetaphorsasaMeansofControlforMobileDevices

PaulM.Aoki,RebeccaE.Grinter,AmyHurst,MargaretH.Szymanski,JamesD. Thornton, and Allison Woodruff: Sotto Voce: Exploring the Interplay of ConversationandMobileAudioSpaces

Alex S. Taylor and Richard Harper: Ageold practices in the ‘New World’ A StudyofGiftGivingPracticesamongTeenageMobilePhoneUsers

Conference on Human Factors in Computing Systems, CHI 2003. Ft. Lauderdale, Florida, USA.

ScottR.Klemmer,JameyGraham,GregoryJ.Wolff,JamesA.Landay:Books withvoices:papertranscriptsasaphysicalinterfacetooralhistories

ShuminZhai,PerOlaKristensson:Shorthandwritingonstyluskeyboard

R. William Soukoreff, I. Scott MacKenzie : Metrics for text entry research: an evaluationofMSDandKSPC,andanewunifiederrormetric

LeysiaPalen,PaulDourish:Unpacking"privacy"foranetworkedworld

DesneyS.Tan,DarrenGergle,PeterScupelli,RandyPausch:Withsimilarvisual angles,largerdisplaysimprovespatialperformance

William W. Gaver, Jacob Beaver, Steve Benford: Ambiguity as a resource for design

KathleenLuchini,ChrisQuintana,ElliotSoloway:PocketPiCoMap:acasestudy indesigningandassessingahandheldconceptmappingtoolforlearners

AnneKaikkonen,VirpiRoto:NavigatinginamobileXHTMLapplication

EricaNewcomb,ToniPashley,JohnStasko:Mobilecomputingintheretailarena

Paul M. Aoki, Matthew Romaine, Margaret H. Szymanski, James D. Thornton, DanielWilson,AllisonWoodruff:Themadhatter'scocktailparty:asocialmobile audiospacesupportingmultiplesimultaneousconversations

SaraBerg,AlexS.Taylor,RichardHarper:Mobilephonesforthenextgeneration: devicedesignsforteenagers

RebeccaGrinter,MargeryEldridge:Wan2tlk?:everydaytextmessaging

Stephen Brewster, Joanna Lumsden, Marek Bell, Malcolm Hall, Stuart Tasker: Multimodal'eyesfree'interactiontechniquesforwearabledevices

Patrick Baudisch, Ruth Rosenholtz; Halo: a technique for visualizing offscreen objects

120 MartinFlintham,SteveBenford,RobAnastasi,TerryHemmings,AndyCrabtree, Chris Greenhalgh, Nick Tandavanitj, Matt Adams, Ju RowFarr: Where online meetsonthestreets:experienceswithmobilemixedrealitygames

Conference on Human Factors in Computing Systems, CHI 2004. Vienna, Austria.

StephenS.Intille,LingBao,EmmanuelMunguiaTapia,JohnRondoni:Acquiring insitutrainingdataforcontextawareubiquitouscomputingapplications

MasanoriSugimoto,KazuhiroHosoi,HiromichiHashizume:Caretta:asystemfor supportingfacetofacecollaborationbyintegratingpersonalandsharedspaces

DanielWigdor,RavinBalakrishnan:Acomparisonofconsecutiveandconcurrent inputtextentrytechniquesformobilephones

Jeffrey T. Hancock, Jennifer ThomSantelli, Thompson Ritchie : Deception and design:theimpactofcommunicationtechnologyonlyingbehavior

KathleenLuchini,ChrisQuintana,ElliotSoloway:Designguidelinesforlearner centeredhandheldtools

TimHarter,SanderVroegindeweij,ErikGeelhoed,MeeraManahan,Parthasarathy Ranganathan:Energyawareuserinterfaces:anevaluationofuseracceptance

EricPaulos,ElizabethGoodman:Thefamiliarstranger:anxiety,comfort,andplay inpublicplaces

Antti Oulasvirta: Finding meaningful uses for contextaware technologies: the humanisticresearchstrategy

CarstenSchwesig,IvanPoupyrev,EijiroMori:Gummi:abendablecomputer

RobertSt.Amant,ThomasE.Horton,FrankE.Ritter:Modelbasedevaluationof cellphonemenuinteraction

AndriyPavlovych,WolfgangStuerzlinger:Modelfornonexperttextentryspeed on12buttonphonekeypads

AndyCrabtree,SteveBenford,TomRodden,ChrisGreenhalgh,MartinFlintham, Rob Anastasi, Adam Drozd, Matt Adams, Ju RowFarr, Nick Tandavanitj, AnthonySteed:Orchestratingamixedrealitygame'ontheground'

DagSvanaes,GrySeland:Puttingtheuserscenterstage:roleplayingandlowfi prototypingenableenduserstodesignmobilesystems

John D. McCarthy, M. Angela Sasse, Dimitrios Miras: Sharp or smooth?: comparingtheeffectsofquantizationvs.framerateforstreamedvideo

Scott Counts, Eric Fellheimer: Supporting social presence through lightweight photosharingonandoffthedesktop

Sachi Mizobuchi, Michiaki Yasumura: Tapping vs. circling selections on pen baseddevices:evidencefordifferentperformanceshapingfactors

121 MagnusIngmarsson,DavidDinka,ShuminZhai:TNT:anumerickeypadbased textinputmethod

KentLyons, ThadStarner,DanielPlaisted,JamesFusia, AmandaLyons,Aaron Drew,E.W.Loon:Twiddlertyping:onehandedchordingtextentryfor mobile phones

MinLin,WayneG.Lutters,TinaS.Kim:Understandingthemicronotelifecycle: improvingmobilesupportforinformalnotetaking

Conference on Human Factors in Computing Systems, CHI 2005. Portland, OR, USA.

SunnyConsolvo,IanE.Smith,TaraMatthews,AnthonyLaMarca,JasonTabert, Pauline Powledge: Location disclosure to social relations: why, when, & what peoplewanttoshare

GiovanniIachello,GregoryD.Abowd:Privacyandproportionality:adaptinglegal evaluationtechniquestoinformdesigninubiquitouscomputing

Paul M. Aoki, Allison Woodruff: Making space for stories: ambiguity in the designofpersonalcommunicationsystems

Amy K. Karlson, Benjamin B. Bederson, John SanGiovanni: AppLens and launchTile:twodesignsforonehandedthumbuseonsmalldevices

JunGong,PeterTarasewich:Alphabeticallyconstrainedkeypad designsfortext entryonmobiledevices

Eric Paulos, Tom Jenkins: Urban probes: encountering our emerging urban atmospheres

YoungheeJung,PerPersson,JanBlom:DeDe:designandevaluationofacontext enhancedmobilemessagingsystem

FrankVetere,MartinR.Gibbs,JesperKjeldskov,SteveHoward,Florian'Floyd' Mueller, Sonja Pedell, Karen Mecoles, Marcus Bunyan: Mediating intimacy: designingtechnologiestosupportstrongtierelationships

Enrico Costanza, Samuel A. Inverso, Rebecca Allen: Toward subtle intimate interfacesformobiledevicesusinganEMGcontroller

MikeSchneider,SaraKiesler:Callingwhiledriving:effectsofprovidingremote trafficcontext

IrinaA.Shklovski,ScottD.Mainwaring:Exploringtechnologyadoptionanduse throughthelensofresidentialmobility

AlexS.Taylor,LaurelSwan:Artfulsystemsinthehome

Boreum Choi, Inseong Lee, Jinwoo Kim, Yunsuk Jeon: A qualitative cross nationalstudyofculturalinfluencesonmobiledataservicedesign

122 Xing Xie, Hao Liu, Simon Goumaz, WeiYing Ma: Learning user interest for imagebrowsingonsmallformfactordevices

HeidiLam,PatrickBaudisch:Summarythumbnails:readableoverviewsforsmall screenwebbrowsers

Steve Benford, Duncan Rowland, Martin Flintham, Adam Drozd, Richard Hull, Josephine Reid, Jo Morrison, Keri Facer: Life on the edge: supporting collaborationinlocationbasedexperiences

Stuart Reeves, Steve Benford, Claire O'Malley, Mike Fraser: Designing the spectatorexperience

QianYingWang,CliffordNass:Lessvisibleandwireless:twoexperimentsonthe effectsofmicrophonetypeonusers'performanceandperception

Morris Williams, Owain Jones, Constance Fleuriot, Lucy Wood: Children and emergingwirelesstechnologies:investigatingthepotentialforspatialpractice

Joyce Ho, Stephen S. Intille: Using contextaware computing to reduce the perceivedburdenofinterruptionsfrommobiledevices

AnttiOulasvirta,SakariTamminen,VirpiRoto,JaanaKuorelahti:Interactionin4 secondbursts:thefragmentednatureofattentionalresourcesinmobileHCI

Conference on Human Factors in Computing Systems, CHI 2006. Montréal, Québec, Canada.

Virpi Roto, AndreiPopescu, Antti Koivisto,Elina Vartiainen:Minimap:aweb pagevisualizationmethodformobilephones

GerardMcAtamney,CarolineParker:Anexaminationoftheeffectsofawearable displayoninformalfacetofacecommunication

KarenP.Tang,PedramKeyani,JamesFogarty,JasonI.Hong:Puttingpeoplein their place: an anonymous and privacysensitive approach to collecting sensed datainlocationbasedapplications

Carman Neustaedter, A. J. Bernheim Brush: "LINCing" the family: the participatorydesignofaninkablefamilycalendar

Jordan L. BoydGraber, Sonya S. Nikolova, Karyn A. Moffatt, Kenrick C. Kin, Joshua Y. Lee, Lester W. Mackey, Marilyn M. Tremaine, Maria M. Klawe: Participatory design with proxies: developing a desktopPDA system to support peoplewithaphasia

MargitKristensen,MortenKyng,LeysiaPalen:Participatorydesigninemergency medicalservice:designingforfuturepractice

Joseph Luk, Jerome Pasquero, Shannon Little, Karon MacLean, Vincent Levesque, Vincent Hayward: A role for haptics in mobile interaction: initial designusingahandheldtactiledisplayprototype

JonasLandgren:Makingactionvisibleintimecriticalwork 123 JakobBardram,JonathanBundePedersen,MadsSoegaard:Supportforactivity basedcomputinginapersonalcomputingoperatingsystem

MiguelA.Nacenta,SamerSallam,BernardChampoux,SriramSubramanian,Carl Gutwin: Perspective cursor: perspectivebased interaction for multidisplay environments

PourangIrani,CarlGutwin,XingDongYang:Improvingselectionofoffscreen targetswithhopping

GeorgiosN.Marentakis,StephenA.Brewster:Effectsoffeedback,mobilityand indexofdifficultyondeicticspatialaudiotargetacquisitioninthehorizontalplane

MarekBell,MatthewChalmers,LouiseBarkhuus,MalcolmHall,ScottSherwood, Paul Tennent, Barry Brown, Duncan Rowland, Steve Benford: Interweaving mobilegameswitheverydaylife

SteveBenford,AndyCrabtree,StuartReeves,JenniferSheridan,AlanDix,Martin Flintham,AdamDrozd:TheFrameoftheGame:BlurringtheBoundarybetween FictionandRealityinMobileExperiences

Sunny Consolvo, Katherine Everitt, Ian Smith, James A. Landay: Design requirementsfortechnologiesthatencouragephysicalactivity

Tapan S. Parikh, Paul Javid, Sasikumar K., Kaushik Ghosh, Kentaro Toyama: Mobile phones and paper documents: evaluating a new approach for capturing microfinancedatainruralIndia

Ron Yeh, Chunyuan Liao, Scott Klemmer, François Guimbretière, Brian Lee, BoykoKakaradov,JeannieStamberger,AndreasPaepcke:ButterflyNet:amobile captureandaccesssystemforfieldbiologyresearch

Jeffrey Nichols, Brad A. Myers, Brandon Rothrock: UNIFORM: automatically generatingconsistentremotecontroluserinterfaces

FrankBentley,CrystaMetcalf,GunnarHarboe:Personalvs.commercialcontent: thesimilaritiesbetweenconsumeruseofphotosandmusic

Maryam Kamvar, Shumeet Baluja: A large scale study of wireless search behavior:Googlemobilesearch

AmyK.Karlson,GeorgeG.Robertson,DanielC.Robbins,MaryP.Czerwinski, GregR.Smith:FaThumb:afacetbasedinterfaceformobilesearch

Abhishek Ranjan, Ravin Balakrishnan, Mark Chignell: Searching in audio: the utilityoftranscripts,dichoticpresentation,andtimecompression

MuhdDzulkhifleeHamzah,Shun'ichiTano,MitsuruIwata,TomonoriHashiyama: Effectivenessofannotatingbyhandfornonalphabeticallanguages

Tovi Grossman, Ken Hinckley, Patrick Baudisch, Maneesh Agrawala, Ravin Balakrishnan:Hoverwidgets:usingthetrackingstatetoextendthecapabilitiesof penoperateddevices

KentonO'Hara,AlisonBlack,MatthewLipson:Everydaypracticeswith mobile videotelephony

124 Pamela J. Ludford, Dan Frankowski, Ken Reily, Kurt Wilms, Loren Terveen: Because I carry my cell phone anyway: functional locationbased reminder applications

GiovanniIachello,KhaiN.Truong,GregoryD.Abowd,GillianR.Hayes,Molly Stevens: Prototyping and sampling experience to evaluate ubiquitous computing privacyintherealworld

Frank Biocca, Arthur Tang, Charles Owen, Fan Xiao: Attention funnel: omnidirectional3Dcursorformobileaugmentedrealityplatforms

Antti Salovaara, Giulio Jacucci, Antti Oulasvirta, Timo Saari, Pekka Kanerva, Esko Kurvinen, Sauli Tiitta: Collective creation and sensemaking of mobile media

Conference on Human Factors in Computing Systems, CHI 2007. San Jose, CA, USA.

David Kirk, Abigail Sellen, Richard Harper, Ken Wood: Understanding videowork

VaivaKalnikaité,SteveWhittaker:Softwareorwetware?:discoveringwhenand whypeopleusedigitalprostheticmemory

Scott Carter, Jennifer Mankoff, Jeffrey Heer: Momento: support for situated ubicompexperimentation

Duncan P. Brumby, Andrew Howes, Dario D. Salvucci: A cognitive constraint modelofdualtasktradeoffsinahighlydynamicdrivingtask

Dario D. Salvucci, Daniel Markley, Mark Zuber, Duncan P. Brumby: iPod distraction:effectsofportablemusicplayeruseondriverperformance

MartinaZiefle,UlrikSchroeder,JudithStrenk,ThomasMichel:Howyoungerand olderadultsmastertheusageofhyperlinksinsmallscreendevices

ShaneAhern,DeanEckles,NathanielS.Good,SimonKing,MorNaaman,Rahul Nair: Overexposed?: privacy patterns and considerations in online and mobile photosharing

JingyuCui,FangWen,RongXiao,YuandongTian,XiaoouTang:EasyAlbum:an interactivephotoannotationsystembasedonfaceclusteringandreranking

Leysia Palen, Sophia B. Liu: Citizen Communications in crisis: anticipating a futureofICTsupportedpublicparticipation

GonzaloRamos,AndyCockburn,RavinBalakrishnan,MichelBeaudouinLafon: Pointing lenses: facilitating stylus input through visualand motorspace magnification

Will Seager, Danae Stanton Fraser: Comparing physical, automatic and manual maprotationforpedestriannavigation

125 Enrico Costanza, Samuel A. Inverso, Rebecca Allen, Pattie Maes: Intimate interfacesinaction:assessingtheusabilityandsubtletyofemgbasedmotionless gestures

Kenton O'Hara, April Slayden Mitchell, Alex Vorbau: Consuming video on mobiledevices

MorganAmes,MorNaaman:Whywetag:motivationsforannotationinmobile andonlinemedia

DivyaRamachandran,MatthewKam,JaneChiu,JohnCanny,JamesF.Frankel: Socialdynamicsofearlystagecodesignindevelopingregions

Matthew Kam, Divya Ramachandran, Varun Devanathan, Anuj Tewari, John Canny: Localized iterative design for language learning in underdeveloped regions:thePACEframework

RafaelBallagas,FarazMemon,ReneReiners,JanBorchers:iStuffmobile:rapidly prototypingnewmobilephoneinterfacesforubiquitouscomputing

Antti Salovaara: Appropriation of a MMSbased comic creator: from system functionalitiestoresourcesforaction

AnttiOulasvirta,LauriSumari:Mobilekitsandlaptoptrays:managingmultiple devicesinmobileinformationwork

PerOlaKristensson,ShuminZhai:Commandstrokeswithandwithoutpreview: usingpengesturesonkeyboardforcommandselection

Kenton O'Hara, Tim Kindberg, Maxine Glancy, Luciana Baptista, Byju Sukumaran, Gil Kahana, Julie Rowbotham: Social practices in locationbased collecting

Giulio Jacucci, Antti Oulasvirta, Tommi Ilmonen, John Evans, Antti Salovaara: Comedia:mobilegroupmediaforactivespectatorship

JeffreyNichols,DuenHorngChau,BradA.Myers:Demonstratingtheviabilityof automaticallygenerateduserinterfaces

JonasLandgren,UrbanNulden:Astudyofemergencyresponsework:patternsof mobilephoneinteraction

FrankR.Bentley,CrystaJ.Metcalf:Sharingmotioninformationwithclosefamily andfriends

ShengdongZhao,PierreDragicevic,MarkChignell,RavinBalakrishnan,Patrick Baudisch:Earpod:eyesfreemenuselectionusingtouchinputandreactiveaudio feedback

XiangCao,ShuminZhai:Modelinghumanperformanceofpenstrokegestures

PaulHolleis,FriederikeOtto,HeinrichHussmann,AlbrechtSchmidt:Keystroke levelmodelforadvancedmobilephoneinteraction

MichaelPettitt,GaryBurnett,AlanStevens:Anextendedkeystrokelevelmodel (KLM)forpredictingthevisualdemandofinvehicleinformationsystems

126

Conference on Human Factors in Computing Systems, CHI 2008. Florence, Italy.

Susan P. Wyche, Paul M. Aoki, Rebecca E. Grinter: Replacing faith: reconsideringthesecularreligioususedivideintheUnitedStatesandKenya

Tero Jokela, Jaakko T. Lehikoinen, Hannu Korhonen: Mobile multimedia presentationeditor:enablingcreationofaudiovisualstoriesonmobiledevices

Steve Benford, Gabriella Giannachi: Temporal trajectories in shared interactive narratives

MariaF.Costabile,AntonellaDeAngeli,RosaLanzilotti,CarmeloArdito,Paolo Buono,ThomasPederson:Explore!possibilitiesandchallengesofmobilelearning

TimKindberg,EamonnO'Neill,ChrisBevan,VassilisKostakos,DanaëStanton Fraser,TimJay:Measuringtrustinwifihotspots

RobertJ.K.Jacob,AudreyGirouard,LeanneM.Hirshfield,MichaelS.Horn,Orit Shaer, Erin Treacy Solovey, Jamie Zigelbaum: Realitybased interaction: a frameworkforpostWIMPinterfaces

KojiYatani,KurtPartridge,MarshallBern,MarkW.Newman:Escape:atarget selectiontechniqueusingvisuallycuedgestures

ElaineM.Huang,KhaiN.Truong:Breakingthedisposabletechnologyparadigm: opportunitiesforsustainableinteractiondesignformobilephones

TimothySohn,KevinA.Li,WilliamG.Griswold,JamesD.Hollan:Adiarystudy ofmobileinformationneeds

LenaMamykina,ElizabethMynatt,PatriciaDavidson,DanielGreenblatt:MAHI: investigationofsocialscaffoldingforreflectivethinkingindiabetesmanagement

Emily Troshynski, Charlotte Lee, Paul Dourish: Accountabilities of presence: reframinglocationbasedsystems

Louise Barkhuus, Barry Brown, Marek Bell, Scott Sherwood, Malcolm Hall, Matthew Chalmers: From awareness to repartee: sharing location within social groups

Simon B. Larsen, Jakob E. Bardram: Competence articulation: alignment of competencesandresponsibilitiesinsynchronoustelemedicalcollaboration

JamesClawson,KentLyons,AlexRudnick,RobertA.Iannucci,Jr.,ThadStarner: Automatic whiteout++: correcting miniQWERTY typing errors using keypress timing

ShuminZhai,PerOlaKristensson:InterlacedQWERTY:accommodatingeaseof visualsearchandinputflexibilityinshapewriting

Stefan Parry Carmien, Gerhard Fischer: Design, adoption, and assessment of a sociotechnicalenvironmentsupportingindependencefor personswith cognitive disabilities 127 ChristopherA.LeDantec,W.KeithEdwards:Designsondignity:perceptionsof technologyamongthehomeless

Kristina Höök, Anna Ståhl, Petra Sundström, Jarmo Laaksolaahti: Interactional empowerment

TuckLeong,SteveHoward,FrankVetere:Choice:abidcatingorexercising?

Rowena Luk, Melissa Ho, Paul M. Aoki: Asynchronous remote medical consultationforGhana

Brian DeRenzi, Neal Lesh, Tapan Parikh, Clayton Sims, Werner Maokla, Mwajuma Chemba, Yuna Hamisi, David S hellenberg, Marc Mitchell, Gaetano Borriello:Eimci:improvingpediatrichealthcareinlowincomecountries

David Dearman, Jeffery S. Pierce: It's on my other computer!: computing with multipledevices

SeanGustafson,PatrickBaudisch,CarlGutwin,PourangIrani:Wedge:clutter freevisualizationofoffscreenlocations

Kenneth Majlund Ba h, Mads Gregers Jæger, Mikael B. Skov, Nils Gram Thomassen:Youcantouch,butyoucan'tlook:interactingwithinvehiclesystems

Victoria Bellotti, Bo Begole, Ed H. Chi, Nicolas Ducheneaut, Ji Fang, Ellen Isaacs, Tracy King, Mark W. Newman, Kurt Partridge, Bob Price, Paul Rasmussen, Michael Roberts, Diane J. Schiano, Alan Walendowski: Activity basedserendipitousrecommendationswiththeMagittimobileleisureguide

HolgerSchnädelbach,StefanRennickEgglestone,StuartReeves,SteveBenford, BrendanWalker,MichaelWright:Performingthrill:designingtelemetrysystems andspectatorinterfacesforamusementrides

KentonO'Hara:Understandinggeocachingpracticesandmotivations

Leah Findlater, Joanna McGrenere: Impact of screen size on performance, awareness,andusersatisfactionwithadaptivegraphicaluserinterfaces

Yang Li, James A. Landay: Activitybased prototyping of ubicomp applications forlonglived,everydayhumanactivities

JamesLin,JamesA.Landay:Employingpatternsandlayersforearlystagedesign andprototypingofcrossdeviceuserinterfaces

Kevin A. Li, Patrick Baudisch, Ken Hinckley: Blindsight: eyesfree access to mobilephones

Amy K. Karlson, Benjamin B. Bederson: Onehanded touchscreen input for legacyapplications

MichaelRohs,AnttiOulasvirta:Targetacquisitionwithcameraphoneswhenused asmagiclenses

WilliamGaver,AndyBoucher,AndyLaw,SarahPennington,JohnBowers,Jacob Beaver, Jan Humble, Tobie Kerridge, Nicholas Villar, Alex Wilkie: Threshold devices:lookingoutfromthehome

128 ChristineSzentgyorgyi,MichaelTerry,EdwardLank:Renegadegaming:practices surroundingsocialuseoftheNintendoDShandheldgamingsystem

Clint Heyer, Margot Brereton, Stephen Viller: Crosschannel mobile social software:anempiricalstudy

SinHwaKang,JamesH.Watt,SasiKanthAla:Socialcopresenceinanonymous socialinteractionsusingamobilevideotelephone

EveHoggan,StephenA.Brewster,JodyJohnston:Investigatingtheeffectiveness oftactilefeedbackformobiletouchscreens

ChristineSatchell:Culturaltheoryandrealworlddesign:DystopianandUtopian Outcomes

Saleema Amershi, Meredith Ringel Morris: CoSearch: a system for colocated collaborativewebsearch

IngMarie Jonsson, Helen Harris, Clifford Nass: How accurate must an incar informationsystembe?:consequences ofaccurateandinaccurateinformation in cars

Gilly Leshed, Theresa Velden, Oya Rieger, Blazej Kot, Phoebe Sengers: Incar gpsnavigation:engagementwithanddisengagementfromtheenvironment

MorNaaman,RahulNair,VladKaplun:Photosonthego:amobileapplication casestudy

SunnyConsolvo,DavidW.McDonald,TammyToscos,MikeY.Chen,Jon Froehlich,BeverlyHarrison,PredragKlasnja,AnthonyLaMarca,LouisLeGrand, RyanLibby,IanSmith,JamesA.Landay:Activitysensinginthewild:afieldtrial ofubifitgarden

129 ISBN 978-952-248-189-4 ISBN 978-952-248-190-0 (PDF) ISSN 1795-2239 ISSN 1795-4584 (PDF)