Conference Presentation Reference Factors influencing quality of experience of commonly used mobile applications WAC, Katarzyna Abstract Increasingly, we use mobile applications and services in our daily life activities, to support our needs for information, communication or leisure. However, user acceptance of a mobile application depends on at least two conditions; the application's perceived experience and the appropriateness of the application to the user's context and needs. Yet, we have a weak understanding of a mobile user's Quality of Experience (QoE) and the factors influencing it. This paper presents 4 week long, 29 Android phone users study, where we collected both QoE and underlying network's Quality of Service (QoS) measures through a combination of user, application and network data on the user's phones. We aimed to derive and improve the understanding of users' QoE for a set of widely used mobile applications in users' natural environments and different daily context. We present data acquired in the study and discuss implications for mobile applications design. WAC, Katarzyna. Factors influencing quality of experience of commonly used mobile applications. In: Telefonica R&D 2012, Barcelona (Spain), 16 May 2012, 2012, p. 25 Available at: http://archive-ouverte.unige.ch/unige:72606 Disclaimer: layout of this document may differ from the published version. 1 / 1
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
Conference Presentation
Reference
Factors influencing quality of experience of commonly used mobile
applications
WAC, Katarzyna
Abstract
Increasingly, we use mobile applications and services in our daily life activities, to support our
needs for information, communication or leisure. However, user acceptance of a mobile
application depends on at least two conditions; the application's perceived experience and the
appropriateness of the application to the user's context and needs. Yet, we have a weak
understanding of a mobile user's Quality of Experience (QoE) and the factors influencing it.
This paper presents 4 week long, 29 Android phone users study, where we collected both
QoE and underlying network's Quality of Service (QoS) measures through a combination of
user, application and network data on the user's phones. We aimed to derive and improve the
understanding of users' QoE for a set of widely used mobile applications in users' natural
environments and different daily context. We present data acquired in the study and discuss
implications for mobile applications design.
WAC, Katarzyna. Factors influencing quality of experience of commonly used mobile
applications. In: Telefonica R&D 2012, Barcelona (Spain), 16 May 2012, 2012, p. 25
Available at:
http://archive-ouverte.unige.ch/unige:72606
Disclaimer: layout of this document may differ from the published version.
ÉCONOMIQUES ET SOCIALESInstitute of Services Science
Factors Influencing Quality of Experience
of Commonly-Used Mobile Applications
Katarzyna Wac
University of Geneva, Quality of Life group
Telefonica R&D, 16-May-2012
FACULTÉ DES SCIENCES
ÉCONOMIQUES ET SOCIALESInstitute of Services Science
Mobile Phone Factor
• Statistics– US
• 2010 - 31% of mobile phone users had smartphones [Kellogg, 2011]
• 2012 - 50 % [Entner, 2010; Nielsen Stats 2012]
– EU5 (FR, ES, DE, IT, UK)
• 50% [comScore MobiLens 2012]
– Worldwide
• 2010 - 300 million sold [Cozza, 2011a]
• 2012 - 500 million [Cozza, 2011b]
• Smartphone getting closer [Dey, Wac et al., Ubicomp 2011]
• Arm reach 53%
• Arm + room reach 88%
• Mobile apps– For everything…
[comScore, Feb 2012]
FACULTÉ DES SCIENCES
ÉCONOMIQUES ET SOCIALESInstitute of Services Science
(Interactive) Mobile Applications
[Sousa et al, 2005; Dinda et al, 2007; Reichl et al, 2007; Shye, 2009; Huang et al, 2010; Buchinger et al, 2010; Froehlich et al, 2010; Jaroucheh, 2010; Falaki et
al, 2012]
2.5G, 3G, 4G, …,WiFi
FACULTÉ DES SCIENCES
ÉCONOMIQUES ET SOCIALESInstitute of Services Science
QoE & QoS
• Quality of Experience (QoE)– “the overall acceptability of service, as perceived subjectively (i.e., qualitatively)
by the user” [ITU-T, 2007]
• Quality of Service (QoS) – “a collective effect of service performances which determine the (objective)
degree of satisfaction of a user” [ITU-T, 1993]
– QoS requirements expressed quantitatively in terms of service speed, accuracy, dependability, security level and price related (performance) measures
FACULTÉ DES SCIENCES
ÉCONOMIQUES ET SOCIALESInstitute of Services Science
Goal: User Acceptance
• NO design guidelines for QoE assurance “in the wild” [Kjeldskov, 2003; Hornbaek, 2006]
• Gap between QoE and QoS in mobile service delivery– Human Computer Interaction (HCI): Methods for usability evaluation
– Networking: Evaluation of QoS and network performance
• Our Approach: Evaluate QoE “in the wild”– sample QoE on user phones, for their applications, in their environments
indicate factors influencing QoE, amongst others, related to QoS
[Sousa et al, 2005; Dinda et al, 2007; Reichl et al, 2007; Shye, 2009; Huang et al, 2010; Buchinger et al, 2010; Froehlich et al, 2010; Jaroucheh, 2010; Falaki et
al, 2012]
FACULTÉ DES SCIENCES
ÉCONOMIQUES ET SOCIALESInstitute of Services Science
User Study: Methods Overview
• Mixed method
– Qualitative methods
• First: Initial Interview
• Daily: Experience Sampling Method [Larson and Csikszentmihalyi, 1983; Hektner et al, 2006]
• Weekly: Day Reconstruction Method [Kahneman et al, 2006]