Vodafone 360-Open Heuristic Evaluation


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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

  1. 1. Usability Study @jimbola Date: October 28th 2010
  2. 2. 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
  3. 3. Firstly.................. Research
  4. 4. .....what is 360? Research
  5. 5. .....what is 360? “....Vodafone 360 is a service, not a handset. The Samsung M1 & H1 are just the first of many 360-ready phones to come” Research
  6. 6. Target audience Who is Vodafone 360 aimed at? Tech Savvy Savvy innovators, early adopters and early majority Data conscience More likely to use data sync and backup Key influences Advertising, sales staff, friends, ‘word on the street’ Vodafone says: Research Material from : Apps on Vodafone 360 (Vodafone Group 2010 – April)
  7. 7. Model Samsung M1 (i8320) Screen resolution 240 × 400 pixels (3.2 Inches) 16M colours Screen type Capacitive (TFT) Operating System LiMo (Linux Mobile) R2.0.1 CPU ARM Cortex A8 600 MHz, PowerVR SGX graphics Camera 3.15 MP Data GPRS, EDGE, 3G JIL Compliance Level Bronze Experiencing 360 through the M1 The Samsung M1 was used to research the 360 offering Relatively light weight Fair battery life ! Use of plastic !!! Low resolution !!! No Wi-Fi connection First impressions Research
  8. 8. 360 and the rest Placing the M1/H1 against competitors and level of customisation High Sense SmartLif e Moto Blur Time Scap e Friend Stream 360 UI Layer Social tools Level of customisation Nexus One Desire Galaxy-S Xperia X10 DEXT 360 M1/H1 Research
  9. 9. Mini diary study My experience of the M1 and 360 Research
  10. 10. Day 1 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. Day 1 – Top-up/Activation Using IVR/Touchtone Response Mini diary study “Top-up is unavailable please call back later” Research
  11. 11. Day 2 – 360 Registration Mini diary study Information Activating account... Unable to sign up Please try again OK Sign-up via the web www.360.com Simple and intuitive registration process (mobile and web) !!! Unable to register using the mobile after 4 attempts. 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). Research
  12. 12. 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. Day 3 – Email Set-up Setting up email App screen Email Settings Add account Add account Mini diary study Research
  13. 13. 360 Apps & Widgets Research 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.
  14. 14. Stylus Pointer Focus Touch QW E R T Y Keypad Apps support Currently over 50 devices Market positioning High-end to mid-tier of the market Supported UI Touch screen, non- touch, QWERTY keyboard, T9 Keypad Research 360 Apps & Widgets Cross-handset support Others 360 Apps/Widgets M1/H1 Full customisation
  15. 15. 360 Apps & Widgets Research Top 5 App downloads across Europe Top 5 1 Facebook VF Quick- Check Facebook Facebook Facebook Facebook Facebook Hyves 2 LED Scroller Vodafone MobileTV LED Scroller LED Scroller LED Scroller live! TV Show 360 LED Scroller TV Gids 3 LightsOut wetter.com Flashlight Language Translator Language Translator Language Translator Hangman LED Scroller 4 Aquarium Schatzi anrufen Alcohol Meter Información de Trafico PagineGialle Mobile Alcohol Meter Four In A Row Flitsers 5 Four in a row Streichhölzer ziehen Tic Tac Toe Gol T Tirami il dito Analog Clock Language Translator Search Light downloads from 360 launch to March 2010 Material from : Apps on Vodafone 360 (Vodafone Group 2010 – April) Even with 360’s social capabilities the Facebook app remains top across Europe
  16. 16. 360 Apps & Widgets Research Downloads by category Most popular across markets is Lifestyle & Entertainment (with travel and navigation) Top 5 Lifestyle & Entertainment Price 1 Live Football £2.49 2 Barcelona (Rough Guides) 79p 3 Starlounge Free 4 DIG BMX Free 5 Hollyoaks Free Top rated (UK) June 2010 Material from : Apps on Vodafone 360 (Vodafone Group 2010 – April)
  17. 17. Mobile App stores 360 Shop Android Market iPhone App store Quick UI comparison (App list) Research 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!!
  18. 18. 360 User Interface design Usability
  19. 19. Early concepts Usability 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 ! !! !!
  20. 20. Usability 360 UI Patterns Pop-ups Tabs Page Drilldown Scroll bar Useful and necessary Improve Some 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. Useful and necessary Improve Visual impact could be improved to make the tabs standout and look less like titles. Important when indicating underlying quantity Improve Pattern could be used more often Important when indicating where a user is in a list and the amount of content in a list Improve Pattern could be used more often. Use within the M1 is inconsistent. Light weight UE evaluation of UI interaction patterns used across Vodafone 360 Includes Good, !! Bad and areas for improvement. On/Off slider Daylight saving time off on 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.
  21. 21. Usability 360 UI Patterns Visual and Haptic feedback Sometimes appears in the Command Bar Improve Add the name of the previous page/section (Signposting) ! Too subtle and can be missed Improve Use more conventional accordion design ! Common pattern Includes quantity of items Slow and judders on M1 Improve Improve responsiveness and motion animation ! ! Sometimes accompanied with tooltip Iconography can be difficult to decipher. Improve Add text and improve iconography (less is more) ! ! Common pattern Slow response on M1 Improve Always include scroll to indicate length and current position in list ! Disorientates grid layout, causing icons to more location Too slow to appear making it unusable Improve Remove and replace with app icon feedback !! !!! Better than paging Not used on the M1 Improve Use this pattern on the M1, however does need a good connection speed to create the desired effect ! Helps describe an icon Improve Works better as a non-touch (focus based) pattern. For touch include a visual clue that the area has a tooltip. Otherwise its guesswork.
  22. 22. Iconography & Colour Standout from the crowd !!! The use of monochrome Keyline icons make quick visual referencing slow Application grid 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 Interaction Single flick left/right to navigate applications. Observation : smooth scrolling with closing bounce effect at the start and end. Usability
  23. 23. Iconography 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. Less is more !! With the over extensive use of icons and the devices low resolution the interface requires an amount of effort to learn. !! Due to the choice of colour active and inactive icons are not immediately obvious. Active Inactive 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. Usability
  24. 24. Pattern Inconsistencies Usability 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. Normal Bedside Some implementations do not give a visual response on touch selection. (Example – Phone profile setting) 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 The scroll-bar is only displayed on a limited number of lists.
  25. 25. 360 UI incorporates four separate activity indicators. It is best practice to keep this down to a single design or at the maximum two. Please wait.. !! Activity indicators are not always displayed whilst content is being loaded Animated activity indicator Static, !! Is this inactive? Usability Pattern Inconsistencies Activity indicator
  26. 26. Pattern Inconsistencies Usability Slide to unlock End Unlock Stop Inconsistent use of slide patterns 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.
  27. 27. Usability 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).
  28. 28. Usability 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.
  29. 29. Usability 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.