Older Users’ Requirements for Location Based Services and Mobile Phones

Osman, Zaheer; Maguire, Martin; Tarkiainen, Mikko

doi:10.1007/978-3-540-45233-1_27

Cited by 20 publications

(6 citation statements)

References 2 publications

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“…Another factor mentioned is that they require large buttons, this is due to the inevitable decrease in manual dexterity experienced by many older users [44]. Osman's participants [42] also agree with those surveyed by Ziefle and Bay that games on the mobile phone are a waste of time.…”

Section: Physical and Mental Limitationssupporting

confidence: 71%

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Worth-centred mobile phone design for older users

Renaud

Biljon

2010

Univ Access Inf Soc

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The twenty-first century society fights against an inherent tendency to over-classify and label people. In the case of the aged, despite all efforts, the perception of the helpless, feeble older person still prevails. The truth of the matter is that people over sixty often do not fit this profile. The aged are a heterogeneous group with varying different skills and abilities in many different areas. This paper challenges prevalent mobile phone design decisions that appear to have been made based on the erroneous pre-conception of the incapable elder. Designers currently produce ''senior'' mobile phones that are, at best, inadequate and, at worst, insulting to a sector of society that deserves respect and consideration. Age does indeed influence mobile phone usage, and people over sixty often have specific and special needs, quite apart from agerelated limitations, that predict their use of mobile phones. Most mobile phones designed for older users simply reduce the number of features: the so-called simplification approach. Apart from reducing the effectiveness of the phone, this approach often incorporates the fatal design flaw of using numbers or letters, on speeddial buttons, which requires the user to remember the button-person mappings. In fact, this design rationale reduces the value of the phone to the user. This paper argues that mobile phone design for older users should be worth-centred (Cockton G in Designing worth is worth designing. In: Proceedings of the 4th Nordic conference on human-computer interaction: changing roles. Oslo, Norway, pp [165][166][167][168][169][170][171][172][173][174] 2006) rather than simplificationdriven. The worth-centred approach maximises worth to the user of the phone. This is achieved by maximising effectiveness while accommodating reduced capabilities. To maximise ease of use, and consequent accessibility, features may have to be reduced in an informed way. To facilitate this, a mapping process is proposed whereby user needs are linked to uses of the phone, and then to the features that facilitate these uses. Needs fall into a number of categories, and each category is characterised by a number of different uses, which form a usage space. Features can be linked to one or more usage spaces, and thus be used to support needs. The first step in the conducted research entailed the identification of the needs of the older mobile phone user. Then, it was determined whether these needs were indeed being met by the uses afforded in existing phones. Having concluded that most users' needs were not being met, the next step was to capture data on the needs, limitations and expectations of people over the age of sixty. This was achieved by conducting a series of one-to-one interviews with a number of older mobile phone users and also supervising a participatory design experiment. Using the findings of the analysis, a usage space model is proposed, which serves to align feature inclusion with user needs. Based on this usage space model (the theoretical contribution), a prototype mobil...

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Section: Physical and Mental Limitationssupporting

confidence: 71%

“…They struggle to find the features they want to use and therefore do not use them. This is confirmed by a study carried out by [42] who interviewed 17 older users and asked them to name the most important features of a mobile phone. ''Easy menus'' was mentioned most often, followed by large screen.…”

Section: Physical and Mental Limitationssupporting

confidence: 69%

Worth-centred mobile phone design for older users

Renaud

Biljon

2010

Univ Access Inf Soc

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“…From a customer perspective, LBS should be reliable, integrated into mobile phones and up to date. Further important aspects of location‐based service use are personalization of services, accuracy of information, low cost and ease of use (Osman et al , 2003).…”

Section: Introductionmentioning

confidence: 99%

Linking perceived value and loyalty in location‐based mobile services

Pura

2005

Managing Service Quality: An International Journal

521

404

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PurposeTo analyze the direct effect of perceived value dimensions (monetary, convenience, social, emotional, conditional and epistemic value) on attitudinal and behavioral components of loyalty: commitment and behavioral intentions to use location‐based mobile services.Design/methodology/approachAn online survey for users of a mobile location‐based directory service “Where is the nearest?”FindingsThe behavioral intentions were most influenced by conditional value; the context, in which the service is used, followed closely by commitment and to some extent monetary value. Commitment can be enhanced through building emotional value and conditional value by focusing on offering fun service experiences in the right context. The influence of social and epistemic value was not significant.Research limitations/implicationsFurther research is encouraged on the relative importance of the value dimensions' influence on loyalty in global markets.Practical implicationsThe minor influence of monetary value as well as the high influence of conditional value implies that the one‐dimensional value measures are not applicable in a mobile context where decisions are often made spontaneously and based on situational needs. Effective marketing strategies need to take into account the contextual use and emphasize either convenience or emotional value.Originality/valueThe paper introduces new context relevant concepts and develops a multidimensional perceived value and loyalty model. Results give practical implications on how to increase awareness of location‐based services (LBS) in a way that gives a realistic picture of how LBS create value for customers.

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“…While services such as personal navigation (e.g., the NAVI programme in Finland) still target the mass market [64], studies have started to focus on identifying the needs of specific customer segments. Examples include elderly users [38,65], the educational sector [33,66], and the tourist industry [45]. Demand for LBS is predicted to grow but only if the service design and deployment meet specific quality of service requirements such as usefulness and useability (for the elderly and for people with limited functional capacity), service accessibility across networks (for students), efficacy, or real-time information (for tourists).…”

Section: Trends In Customer Demandmentioning

confidence: 99%

“…Usefulness along with useability, efficacy and accessibility can be grouped together as determinants of service quality, while customer experience and customer awareness of the services available (service awareness) constitute a second group [22,24,[33][34][35][36][37][38][39][40][41]. Service quality factors depend on the accuracy and relevance of information, and on the ability of the service to address the needs of the customer in a timely and effective manner.…”

Section: Issues Related To Location Value and Customer Demandmentioning

confidence: 99%

Location-based services deployment and demand: a roadmap model

Petrova

Wang

2010

Electron Commer Res

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The advancements in mobile, wireless and positioning technologies have enabled applications and services such as route guiding and emergency call-out assistance. These and other similar services have become known as 'location-based services' (LBS). The literature on LBS development and deployment addresses technological issues (for example, usability and integration) and issues related to LBS implementation-including LBS business models, adoption and customer concerns and requirements. In the study presented here LBS development and deployment were investigated from a case study perspective and the LBS landscape is explored and analyzed. The study finds that while the regulatory environment has played a critical role as a success factor in the markets investigated some of innovative business approaches may have been equally important as customer demand generators. Economies on the road to deploying LBS should therefore focus on creating a supportive environment encouraging the development of services, which meet the identified needs and requirements of the target customer market.

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Older Users’ Requirements for Location Based Services and Mobile Phones

Cited by 20 publications

References 2 publications

Worth-centred mobile phone design for older users

Worth-centred mobile phone design for older users

Linking perceived value and loyalty in location‐based mobile services

Location-based services deployment and demand: a roadmap model

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