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Vodafone 360-Open Heuristic Evaluation



Short heuristic evaluation of the Samsung M1 Vodafone 360 implementation from sign-up to first time use.

Short heuristic evaluation of the Samsung M1 Vodafone 360 implementation from sign-up to first time use.



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    Vodafone 360-Open Heuristic Evaluation Vodafone 360-Open Heuristic Evaluation Presentation Transcript

    • Usability Study
      @jimbolaDate: October 28th 2010
    • Contents
      • Research
      • What is 360
      • Target audience
      • Introducing the Samsung M1
      • Mini diary study
      • 360 Apps & Widgets
      • 360 User Interface design
      • Pattern inconsistencies
      • Improving 360 Usability/Conclusion
    • Research
    • Research
      .....what is 360?
    • .....what is 360?
      “....Vodafone 360 is a service, not a handset.
      The Samsung M1 & H1 are just the first of many360-readyphones to come”
    • Target audience
      Who is Vodafone 360 aimed at?
      Vodafone says:
      Tech Savvy
      Data conscience
      Key influences
      Savvy innovators, early adopters and early majority
      More likely to use data sync and backup
      Advertising, sales staff, friends, ‘word on the street’
      Material from : Apps on Vodafone 360 (Vodafone Group 2010 – April)
    • Experiencing 360 through the M1
      The Samsung M1 was used to research the 360 offering
      First impressions
      Relatively light weight
      Fair battery life
      ! Use of plastic
      !!! Low resolution
      !!! No Wi-Fi connection
    • 360 and the rest
      Placing the M1/H1 against competitors and level of customisation
      Nexus One
      Xperia X10
      360 M1/H1
      UI Layer
      Friend Stream
      Social tools
      Level of customisation
    • Mini diary study
      My experience of the M1 and 360
    • Mini diary study
      Day 1
      Day 1 – Top-up/Activation
      As this is a pay-as-you go tariff I needed to top-up the phone before being able to access any of the features.
      !!It took 6 attempts to top-up, 4 times the service was unavailable, once the activity was interrupted by a welcome SMS, and lastly the touch keypad sent me on the wrong path.
      !!!When topping up the keypad is needed to enter responses and the voucher code. A critical usability flaw was found at this stage as the keypad does not disable when holding the phone to your ear, and on 3 occasions my cheek accidently selected keys and placed me in the incorrect top-up journey. I only realised the keypad was active due to the vibration feedback as my face touched the screen.
      “Top-up is unavailable please call back later”
      Using IVR/Touchtone Response
    • Information
      Mini diary study
      Activating account...
      Day 2 – 360 Registration
      Sign-up via the web www.360.com
      Unable to sign up
      Please try again
      The registration process was simple, however after 4 failed attempts I resorted to the web registration. (Failed within a full 3G area after 4 attempts at different occasions).
      Simple and intuitive registration process (mobile and web)
      !!! Unable to register using the mobile after 4 attempts.
    • Mini diary study
      Day 3 – Email Set-up
      Notice that some of my contacts now have avatar images on the ‘People’ screen. Wonder why only 6 out of 35 are displaying?
      Setting up email. Look to set-up my own email account so I can start sending and receiving mail. Navigate to apps, and select the icon with the envelope, realising I'm in the wrong area I hit back and select the ‘Email’ icon.
      Unfortunately although there is a majority of popular web mail accounts available I am unable to create my own. Or set up my phone to use a POP/SMTP account.
      Web email list is reached through 5 screens with duplicate call-to-action to ‘Add account.
      Setting up email
      App screen
      Add account
      Add account
    • 360 Apps & Widgets
      360 Apps/Widgets are created using standard web authoring (XHTML, CSS and JavaScript) that use specific APIs that hook into the devices services. This gives 360 authors scope to create applications that reach existing compatible devices.
    • Market positioning
      Supported UI
      360 Apps & Widgets
      High-end to mid-tier of the market
      Touch screen, non-touch, QWERTY keyboard, T9 Keypad
      Cross-handset support
      Apps support
      Currently over 50 devices
      Full customisation
      360 Apps/Widgets
    • 360 Apps & Widgets
      Even with 360’s social capabilities the Facebook app remains top across Europe
      Top 5 App downloads across Europe
      downloads from 360 launch to March 2010
      Material from : Apps on Vodafone 360 (Vodafone Group 2010 – April)
    • 360 Apps & Widgets
      Downloads by category
      Most popular across markets is Lifestyle & Entertainment (with travel and navigation)
      Top rated (UK) June 2010
      Material from : Apps on Vodafone 360 (Vodafone Group 2010 – April)
    • Mobile App stores
      Quick UI comparison (App list)
      360 Shop
      Android Market
      iPhone App store
      Ability to filter (Date, Name, Rating) via context menu
      Quick link to search
      No indication of price
      No indication of page/list length
      Responsiveness is slow whilst scrolling (M1)
      Ability to filter via tabs
      Ability to view the price
      Can see if the application is already installed
      Responsive scrolling (HTC Desire)
      Scrollbar indicates length of page/list
      Ability to filter via tabs
      Ability to view the price
      Responsive scrolling (iPhone 3G)
      Scrollbar indicates length of page
      Rating includes frequency
      Cannot see if the application is already installed
    • 360 User Interface design
    • Early concepts
      Initial designs incorporate a timeline for viewing messages and facets for dynamic filtering. Unfortunately these features do not make it to the production design.
      The key to this screen is to allow users to quickly filter across their contacts, enabling them to quickly surface comments and status updates.
      Great concept for viewing aggregated contact details
      Not all avatars are carried across from Facebook
      Does not update very often
      Group carousel is dependant on colour coding
    • 360 UI Patterns
      On/Off slider
      off on
      Light weight UE evaluation of UI interaction patterns used across Vodafone 360
      Includes Good, !! Bad and areas for improvement.
      Daylight saving time
      switch has a familiar affordance
      Use of colour makes it difficult to determine what state the switch is in (On or Off)
      Change colour and improve design to enforce switch state.
      Useful and necessary
      ImproveVisual impact could be improved to make the tabs standout and look less like titles.
      Important when indicating underlying quantity
      ImprovePattern could be used more often
      Important when indicating where a user is in a list and the amount of content in a list
      ImprovePattern could be used more often. Use within the M1 is inconsistent.
      Useful and necessary
      ImproveSome pop-ups are not confirmation but information, this pattern does not include a close option. The only way to close is to touch outside the area.
    • 360 UI Patterns
      Visual and Haptic feedback
      Sometimes appears in the Command Bar
      ImproveAdd the name of the previous page/section (Signposting)
      Too subtle and can be missed
      ImproveUse more conventional accordion design
      Common pattern
      Includes quantity of items
      Slow and judders on M1
      ImproveImprove responsiveness and motion animation
      Sometimes accompanied with tooltip
      Iconography can be difficult to decipher.
      ImproveAdd text and improve iconography (less is more)
      Helps describe an icon
      ImproveWorks better as a non-touch (focus based) pattern. For touch include a visual clue that the area has a tooltip. Otherwise its guesswork.
      Disorientates grid layout, causing icons to more location
      Too slow to appear making it unusable
      ImproveRemove and replace with app icon feedback
      Better than paging
      Not used on the M1
      ImproveUse this pattern on the M1, however does need a good connection speed to create the desired effect
      Common pattern
      Slow response on M1
      ImproveAlways include scroll to indicate length and current position in list
    • Iconography & Colour
      Application grid
      Standout from the crowd!!!The use of monochrome Keyline icons make quick visual referencing slow
      The application grid displays pre-loaded applications and navigation points to key functionality.
      Colour coding is used to classify usage types (e.g. Device settings are grey, camera/gallery is purple). However colour theme is not carried across to the respective areas therefore a common affordance cannot be established and classification is not instantly obvious.
      Touch InteractionSingle flick left/right to navigate applications.Observation : smooth scrolling with closing bounce effect at the start and end.
    • Iconography
      Less is more!!With the over extensive use of icons and the devices low resolution the interface requires an amount of effort to learn.
      The 360 UI makes use of a large range of icons to inform and aid as navigation sign-posts throughout the device.
      However the amount of icons and the lack of accompanying text means users have to take time to learn and study the device.
      Also some icons are meaningful but others are open to interpretation.
      Tool Tips help to describe an icon.
      However they are rarely used and via touch a user has to test an area first to see if it has a tool tip.
      !! Due to the choice of colour active and inactive icons are not immediately obvious.
    • Pattern Inconsistencies
      Users form a mental model after successfully completing a task a number of times. It is important to support this by retaining a consistent experience though no mater what activity/task is carried out.
      Some implementations do not give a visual response on touch selection.
      (Example – Phone profile setting)
      The scroll-bar is only displayed on a limited number of lists.
      Touching the set-up icon will navigate the user to a new area, no feedback is relayed to the user
      Touching outside the set-up icon will select the ‘radio’ button
    • Pattern Inconsistencies
      Please wait..
      Activity indicator
      360 UI incorporates four separate activity indicators. It is best practice to keep this down to a single design or at the maximum two.
      Animated activity indicator
      Static, !! Is this inactive?
      !! Activity indicators are not always displayed whilst content is being loaded
    • Pattern Inconsistencies
      Inconsistent use of slide patterns
      Slide to unlock
      Used to unlock the phone by sliding finger left to right
      !!! Different approach, colour has been added and two different techniques are required to unlock phone and end phone call
      !! Now the slider handle is green and activated sliding from right to left.
      Create one single design for the slider pattern, test it with users in context of a common task. Then implement the same pattern across the device.
    • Improving 360 Usability/Conclusion
      Overall the idea and 360 concept is a good one and meets current user expectations of social interaction on the move. However the desire for Vodafone customers to embrace a new social channel is some what wishful thinking. But at the same instance VF do not force this on their customers but offer this a subtle addition that can help aggregate multiple social channels.
      The absence of Twitter to the mix is a major setback and it is curious to see this has not been added as yet.
      The 360 UI design is simplistic and thus allows it to translate into Web Runtime widgets. There are however subtle differences when using an on device UI and Mobile app, which causes inconsistencies (e.g back button loses haptic vibration feedback).
    • Improving 360 Usability/Conclusion
      The sign-up and registration process was concise and usable, however I believe the underlying technology was preventing a successful registration, this must be improved so users can gain trust and acceptance from the first engagement.
      The 3D people client needs enhancing from a view of findability and up-to-date content. Once trust is lost users will bypass this screen and open up a Facebook app or find fixed-web access.
      The 360 lacks interaction patterns such as multi-touch, and although the animation effects are simple and effective there are no specific ‘wow’ factors that standout.
      Vodafone offer OTA software updates which will help future upgradeability. The upgrade process needs more attention however, as I received an SMS informing of an impending update, however 2 weeks on and this still hasn't happened.
    • Improving 360 Usability/Conclusion
      Key factors that will improve usability and reduce the need for a user to concentrate on the UI is by improving the Information Architecture by adding labels. The Interface design also incorporates far too many icons (less is more).
      The use of monotone iconography make the UI feel flat and each icon needs to be studied at every glance.
      The amount of applications on offer within the 360 Shop are limited and primitive in comparison to the iPhone and Google Market. Example games include ‘Rock, paper scissors, Mine-sweeper and Tic-Tac-Toe’, all of which have little visual design.These apps will improve however it will be interesting to see if games can improve with a small footprint (Max 3MB).
      360 adds reassurance to users though the seamless contact back-ups facility that is integrated as part of 360.