Minna Kulju

Developing a questionnaire for measuring mobile business service experience

In this paper, three dimensions are conceptualized to represent elements of mobile business service experience. By combining these perspectives, namely usability, mobile working context and mobile work productivity, we aim to understand the nature of mobile work and how mobile business services could support users in this context. A questionnaire, MoBiS-Q, for measuring these dimensions has been developed and tested in three pilot studies during real service development processes. Iterative item generation and refinement were conducted through examination of the literature, interviews and pre-testing. MoBiS-Q is a multidisciplinary tool that provides a basis for joint development between relevant parties and departments in an organization, including user representatives, sales, marketing, product management, technology, and usability.

User acceptance of mobile TV services

Mobile digital television technology facilitates broadcast TV on a mobile phone as well as interactive add-on services provided on top of the selected TV channel. In this paper we describe the results of a six-month field trial where 27 users were evaluating commercially available mobile TV services and 10 different pilot services. Mobile TV found a role in the everyday lives of the users as an extension to ordinary TV. The users appreciated easy and continuous access to TV contents. The results highlight that short usage situations typical to mobile TV use are hindering the adoption of new add-on services. The adoption can be supported by using content, appearance or functionality familiar from other media. The main problems with add-on services were related to knowing about the mere existence of these services and their contents as well as understanding the concept of services available only during a certain TV show.

MoBiS-Q: a tool for evaluating the success of mobile business services

Companies deploy mobile business services to enable efficient work processes and gain increases in productivity. However, the success of the services in fulfilling these goals depends on several factors from the usability of the service to its success in supporting the business processes of the companies. This paper reviews existing measures for the usability of services and measures for evaluating the effects of mobile business services on the productivity of the company. We discuss the usefulness of the existing measures in the mobile business context, where both mobility and work-context pose specific demands for the services. The review showed that existing measures rarely consider the great contextual variation caused by mobility of the services and the demands this poses on usability; which, in turn, affects productivity. To build a measurement tool that better meets the requirements of mobile business services, we completed case studies on two mobile business services, one used in passenger transport and the other in construction sites. Based on the understanding gained from the case studies, we propose a list of themes addressing both usability and productivity measures that work as the basis for a multidisciplinary measurement tool, MoBiS-Q.

Identifying Usability and Productivity Dimensions for Measuring the Success of Mobile Business Services

This paper reviews existing measures used for evaluating the usability of information systems and those used for evaluating the level of the productivity of a company. We discuss the usefulness of the existing measures in the mobile business context, where both mobility and work-context pose specific demands for the mobile business services. The review showed that the existing measures rarely consider the great contextual variation caused by the mobility of the services and the demands this poses on usability; which, in turn, affects productivity. To build a measurement tool that better meets the requirements of mobile business services, we completed case studies on two mobile business services, one used in passenger transport and the other in construction sites. Based on the understanding gained from the case studies, we propose a list of dimensions and items addressing both usability and productivity aspects that work as the basis for a multidisciplinary measurement tool.

Human-Driven Design: A Human-Driven Approach to the Design of Technology

In the midst of the many large-scale societal and technological transformations, there is a need for design approaches that respect human values and needs and are able to integrate multiple perspectives into technology design in order to work for outcomes that are interesting, feasible and sustainable in all senses of the term. For this purpose, we discuss a possible approach to the design of technology that is driven by human and social values, is collaborative in nature and reflective in terms of responsibility and ethics in the design. We call this approach ‘Human-Driven Design’ and argue that it is needed especially when designing for enabling and emerging information and communication technologies. A human-driven design approach should focus on the early phases of design, be strongly future-oriented and aim to contribute to innovation for a sustainable society and better quality of life in the future.

So James, can you find your way any faster?: exploring navigation aids for taxi drivers

When navigating, we as human beings tend to display systematic or near-systematic errors with distance, direction and other navigation issues. For several centuries, designers, urban planners and architects have developed aids for individuals navigating in real physical environments. However, mobile HCI practitioners and researchers have studied how to support navigation with mobile devices and applications for only a few decades. Thus, for HCI professionals there are many possibilities in exploring existing design guidelines originally developed for urban planners to then support users to navigate better. Whilst there have been a lot of studies of navigation design guidelines based on Kevin Lynchs imageability, in this paper we propose an initial study of navigation design guidelines utilising the theory of designing episodes of motion. The implications of the theory of episodes of motions for mobile human computer interaction are explored in this study with the subjects being mobile workers whose daily routines include navigation tasks. To find new navigation aids is important for taxi drivers, not only in carrying out a navigation task well, but also as a question of safety and productivity in daily work, in addition to usability issues. The main contribution of this paper is in demonstrating the concept of designing episodes of motion and evaluating it in the mobile work context. We conclude that by designing overall views, clues, variations and rhythm into mobile applications, we can improve navigation aids for users.

Understanding the Factors Affecting UX and Technology Acceptance in the Context of Automated Border Controls

The purpose of this paper is to describe the complexity of an Automated Border Control (ABC) context and the factors influencing the experience passengers and border guards have when interacting with ABC systems. Automated border control is expected to make border checks quicker and more efficient as well reducing the cost. At the same time, the purpose is to enhance the level of border security. Automated solutions have been taken into use at many border sites over the past few years and a great deal of effort has been put into the development of ABC technology. But the effects may remain poorer than expected if the usage rates are low or if the process efficiency targets are not reached. One well recognised reason for this is that the process is too cumbersome for users. Thus, it is extremely important to pay attention to the usability and user experience when designing ABC solutions and environments so as to ensure user acceptance and positive impacts on technology integration. By deep research work and gaining an understanding of the field of border control, the main factors affecting the user experience (UX) and general acceptance have been identified. Suitability of technology, operational environment and user profile are all important factors that should be carefully considered in technology development.