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mCare

Intuitive usage display

Last updated: July 29, 2013 3:14 PM


Introduction Author: MobileAware Copyright: MobileAware Date: July 29, 2013 3:14 PM

The present mobile self-care demo proposes some of the cutting edge functionalities to the users. One of them is the display of the usage history of the user. Users have an option to view their minutes, texts or data separately. In the current interface we are displaying a line graph that shows the evolution of the users’ usage.

In this report we are evaluating the current display technique and its usability and thereby suggesting a new way of displaying the usage information to the user. This new design would be able to suggests new plans or add-ons or new deals to the users based on their usage history. There are many trigger situations when met would lead to a new suggestion. All these triggers depends on the variable parameters which have described in this report.

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Index Author: MobileAware Copyright: MobileAware Date: July 29, 2013 3:14 PM

Qualitative Research

Quantitative Analysis

User persona................................................................. 05

Telecom operator ......................................................... 06

Components of the intuitive design Summary ...................................................................... 08

Information as suggestions .......................................... 09

Parameters for trigger situations................................... 10 Trigger situations ............................................... 11 The display design ............................................ 12

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Survey .....................................................................10


Qualitative Research


Qualitative Research Author: MobileAware Copyright: MobileAware Date: July 29, 2013 3:14 PM

Qualitative research is a method of inquiry em-

sons that govern such behavior. The qualitative

ployed in many different academic disciplines,

method investigates the why and how of deci-

traditionally in the social sciences, but also in

sion making, not just what, where, when. Hence,

market research and further contexts. Qualita-

smaller but focused samples are more often

tive researchers aim to gather an in-depth un-

used than large samples.

derstanding of human behavior and the rea-

Source: Wikipedia Article: http://en.wikipedia.org/wiki/Qualitative_research Date: July 18th, 2013

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User Persona Author: MobileAware Copyright: MobileAware Date: July 29, 2013 3:14 PM

User 1

Key characteristics: Frequent traveller Consultant Talkative Tech savvy

Buzz is a man of many passions. He works as a talent pool recruiting agent in an agency and must constantly deal with different people. He attends lots of meetings and his job requires him to make lots of new contacts to expand the talent pool of his agency. He has an unlimited plan for his mobile phone which includes unlimited minutes & texts and 5GB data. He is always meeting new people of whom he has to keep track with the use of different social media applications.

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Not a second without my phone. My operator better offer me the best plan or I’ll switch!


User Persona Author: MobileAware Copyright: MobileAware Date: July 29, 2013 3:14 PM

User 2

Key characteristics: Unemployed Frugal living Passionate

Alexa is a recent graduate and currently unemployed. She is eager to get a job and therefore applies to a lot of companies online. She is supported by his little savings that he accumulated over a period of time by working part-time. She is using a basic plan which gives him 100 minutes, 100 texts and 500MB of data. Sometimes, she uses all of his minutes before the beginning of the next billing cycle and thus recharges his plans with add-ons sometimes.

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I adapt my usage as much as I can to fit to my plan.


Telecom operator Author: MobileAware Copyright: MobileAware Date: July 29, 2013 3:14 PM

TELOPS is a fictitious Telecom Operator. It’s Ireland’s leading mobile communications operator with 2.35 million customers. Its vision is to be the leader in an increasingly connected world. TELOPS continues to lead the market with the introduction of innovative and best in class products. Here are the main postpaid plans:

Plan mini • 100 minutes • 100 texts • 500MB

Here plan 1 is the basic plan provided by the telecom operator.

Plan maxi • 500 minutes • 500 texts • 1GB

Plan giga • Unlimited minutes • Unlimited texts • 5GB

Plan 2 gives a sufficiently large amount of minutes, texts and data for the users.

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Plan 3 gives the users freedom of unlimited minutes & texts and with a huge 5GB for data consumption.

Add on TELOP proposes classic package subscriptions to upgrade the user’s plan. ( E.g. +100 minutes or + 1GB )


Components of the intuitive design


Summary Author: MobileAware Copyright: MobileAware Date: July 29, 2013 3:14 PM

This part comprises of the various components leading to an intuitive interface. First of all we noted all the required information given as suggestions to the users. Next we calculated the various variable parameters which would trigger some situations responsible for the suggestions being broad casted to the user. The various situations were also gathered and described here. Lastly we are proposing a new interface capable of suggesting the various useful information to the user in an intuitive manner.

A

B

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Information as suggestions Author: MobileAware Copyright: MobileAware Date: July 29, 2013 3:14 PM

The below mentioned information would be displayed to the users whenever a trigger situation is met with. Suggestions of new plans to the users would help them save money and also provide them with adequate minutes/texts/data for usage. This would also lead to an efficient usage over a period of time and thus satisfaction for the users.

New plan

Add-ons

A new plan that would be closer to the

Appropriate add-ons would give the users with

New deals would engage the users by providing

user’s actual needs.

timely boost in their almost used up minutes or

information on new plans/add-ons tailored to their

texts or data.

needs and giving an option to opt-out of their old plans.

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New deals


Parameters for trigger situations Author: MobileAware Copyright: MobileAware Date: July 29, 2013 3:14 PM

Savings

Time

Usage

Relative savings over a period of time

Day of the month in comparison to the plan usage

Plan usage in a given month or over a period of 6/12 months

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Trigger situations Author: MobileAware Copyright: MobileAware Date: July 29, 2013 3:14 PM

Trigger situations depends on the usage patterns formed over a period of time. Most importantly, they provide a way for the App to interact with the users.

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When minutes/texts/data usage goes above 90% of the limit in the first 15-20 days of a new billing cycle.

2

When the usage history shows inefficiency in the plan usage.

3

When there are new deals available from the telecom operator.

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The display design Author: MobileAware Copyright: MobileAware Date: July 29, 2013 3:14 PM

!

We are proposing an interface which is divided into three horizontal regions. The lowermost region is for the low usage, the middle describes the optimum usage and the top part triggers the over usage by the users.

Over Usage

The use of bar graph would help the users in scrolling horizontally and covering a large usage history along the way. It’s also a good option for comparing the usage at a glance.

Optimum Usage

All the usage bars are color coded to quickly identify there regions on the screen. The more the green bars the better the usage and more savings for the users.

Low Usage

Jan

Feb

Mar

Months

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Examples Author: MobileAware Copyright: MobileAware Date: July 29, 2013 3:14 PM

Pushing a new Add-on This example shows a condition wherein on the 15th day of the month the user is almost reaching his minute’s limit. We are proposing a “Addon” to the user to save on the prime charges he would incur if continue using the minutes till the end of the month. As you can see, after the addon his usage was efficient.

Current system

New Intuitive system

Over usage

+ Extra Add-on

Monthly usage included in the Plan 1

Cumulative Usage

01

05

10

15

20

25

30

01

05

10

15

20

Reaching limit

15

25

30

Days of the month


Examples Author: MobileAware Copyright: MobileAware Date: July 29, 2013 3:14 PM

Pushing a new Plan This example shows a condition where the usage was inefficient three times over a period of four months. At the end of April the app proposes a plan change. After the plan change the usage becomes efficient again in May.

Current system

New Intuitive system Monthly usage included in the Plan 2 + new plan

Monthly usage included in the Plan 1

Monthly usage included in the Plan 1

Cumulative Usage

Jan Feb Mar Apr May Jun

Jan Feb Mar Apr May Jun Trigger

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Month of the year


Quantitative Research


Quantitative Research Author: MobileAware Copyright: MobileAware Date: July 29, 2013 3:14 PM

Quantitative research refers to the systematic empirical investigation of social phenomena via statistical, mathematical or computational techniques. The objective of quantitative research is to develop and employ mathematical models, theories and/or hypotheses pertaining to phenomena. The process of measurement

is central to quantitative research because it provides the fundamental connection between empirical observation and mathematical expression of quantitative relationships. Quantitative data is any data that is in numerical form such as statistics, percentages, etc.

Source: Wikipedia Article: http://en.wikipedia.org/wiki/Quantitative_research Date: May 8th, 2013

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2. Where do you check your minutes/texts/data usage of your mobile phone plan?

Survey

On the website(Desktop/Laptop)

Author: MobileAware Copyright: MobileAware Date: July 29, 2013 3:14 PM

On the website(Tablet) On the website(mobile phone) On the mobile App provided by the telecom operator

By using a survey we intend to gather real user data. Our main purpose is to gather the various user On a third party App you installed from an App store and get an insight an the general user behavior. This survey is completely anonymous. It will only be used for MobileAware’s research lab Other

and the results won’t be sent or sold to any third party. 1. Which of the following best describes your mobile phone?

A feature phone

6. Do you3.like your app's of your How often dodisplay you check yourusage usagehistory? on the App?

No

I don't have a mobile phone

Yes

Yes, regularly

No

Yes, sometimes

Never I don't have a mobile phone requirements for the usage

part of the mCare App

I don't have a mobile phone Doesn't apply to me Doesn't use any App

Yes

A smartphone

7. Would you like to have your App suggests you 4. Does your App suggests you add-ons/new plans/ new plans/add-ons/deals based on your usage history? deals based on your usage history?

Never

Every Day Once a week Once a month

I don't have a mobile phone

Doesn’t use any App Other

8. Would you5.change yourdoplan top-up withadd-on an add-on How often youoradd an extra if suggested by(for theminutes/texts/data) App to do so? to your plan? Yes

I don’t have a mobile phone Once a month

No

Doesn’t to me More than once aapply month Depends on my usage (irregular)

2. Where do you check your minutes/texts/data usage of your mobile phone plan? On the website(Desktop/Laptop) On the website(Tablet)

This survey is completely anonymous. It will only be used for MobileAware’s research lab Doesn't apply to me Never and the results won’t be sent or sold to any third party.

9. Which of the following suggestions would you like to see 4. Does your App suggests you add-ons/new plans/ in the redesigned App, considering only the usage display deals based on your usage history? section?(check all that apply) 6. Do you like your App's display of your usage history? 1. Which thesuggests followingyou best describes your mobile phone? 7. Would you like to have your of App Yes, regularly new plans/add-ons/deals based on your usage history? Possibility to set rules Yes

On the website(mobile phone)

No

On the mobile App provided by the telecom operator On a third party App you installed from an App store

A smartphone Yes, sometimes Never

A feature phone

I don't have a mobile phone I don't have a mobile phone

I don't have a mobile phone

Doesn't use any App

Doesn't apply to me

Other

2. Where do you check your minutes/texts/data usage of do your 5. How often youmobile add anphone extraplan? add-on (for minutes/texts/data) to your plan? On the website(Desktop/Laptop)

3. How often do you check your usage on the app? Every Day Once a week Once a month

Never Doesn’t use any App Other

8. Would you change your plan or top-up with an add-on Once a month On the website(Tablet) if suggested by the App to do so? Yes

More thanOn once a month the website(mobile phone) I don’t have a mobile phone

No

depends on Onmy theusage(irregular) mobile 19 App provided by the telecom operator Doesn’t apply to me

Yes

( E.g. don't spend more than $50 per month)

No Get an alert when you're close to use more than what's in your plan

I don't have a mobile phone

Receive recommendations to switch on the best plan/add ons (based on the usage history) Doesn't apply to me Option of not to receive any recommendation from the operator Share 7. your usage/savings withyour yourApp friends Would you like to have suggests you on Facebook

new plans/add-ons/deals based on your usage history?

I don't have a mobile phone

Yes

I don't use any App

No

I don't have a mobile phone


On the website(mobile phone)

No

On the mobile App provided by the telecom operator

us. It will only be used for MobileAware’s research lab

d to any third party.

Survey

On a third party App you installed from an App store

I don't have a mobile phone Doesn't apply to me

Other

Author: MobileAware Copyright: MobileAware Date: July 29, 2013 3:14 PM

mobile phone?

6. Do you like your app's display of your usage history? Yes

3. How often do you check your usage on the App?

The

No last

8. Would you change your plan or top-up with an add-on if suggested by the App to do so?

4Every questions insist onNever new perspectives, potential improvements in the UX and UI. Day

I don't have a mobile phone Once a week Doesn'tOnce applya to me month

Doesn’t use any App Other

Yes

I don’t have a mobile phone

No

Doesn’t apply to me

ta usage 7. Would you like to have your App suggests you 4. Does your App suggests you add-ons/new plans/ new plans/add-ons/deals based on your usage history? deals based on your usage history?

com operator

an App store

Yes

Yes, regularly

No

Yes, sometimes

Never I don't have a mobile phone I don't have a mobile phone

Doesn't apply to me

Doesn't use any App

App?

e any App

w plans/

5. How often do you add an extra add-on 8. Would you change your plan or top-up with an add-on (for minutes/texts/data) to your plan? if suggested by the App to do so?

9. Which of the following suggestions would you like to see in the redesigned App, considering only the usage display section?(check all that apply) Possibility to set rules ( E.g. don't spend more than $50 per month) Get an alert when you're close to use more than what's in your plan Receive recommendations to switch on the best plan/add ons (based on the usage history) Option of not to receive any recommendation from the operator Share your usage/savings with your friends on Facebook

Yes

Once a month I don’t have a mobile phone

I don't have a mobile phone

No

More than Doesn’t once a month apply to me

I don't use any App

depends on my usage(irregular) Never

9. Which of the following suggestions would you like to see in the redesigned App, considering only the usage display section?(check all that apply) Possibility to set rules ( E.g. don't spend more than $50 per month) Get an alert when you're close to use more than

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10. If you would like to see more changes in the usage display of your App, please write them here. The suggestions can be some new functionalities, new way of displaying usage etc.


Survey Author: MobileAware Copyright: MobileAware Date: July 29, 2013 3:14 PM

We’ve first used the Amazon Mechanical Turk and Survey Monkey in a second time. The Amazon results were not as high as expected. We had requested 1000 answers (paid $0.05 each). Huge disappointment after 4 days, only two persons answered the test. From this failure we’ve learned two things: . Even if the budget is limited, we must put the priority on a high remuneration. Better do 50 answers paid $1 each. . It would be interesting to start with free surveys and use our own social networks to test the survey.

Amazon Mechanical Turf, www.mturk.com/mturk/

Survey Monkey, www.surveymonkey.com

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Thank you ;)

Last updated: July 29, 2013 3:14 PM

Mcare - A self help app for the customers of various mobile operators  

A report describing the conceptual requirements to visualize information in the app.

Mcare - A self help app for the customers of various mobile operators  

A report describing the conceptual requirements to visualize information in the app.

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