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Mobile Users Are Different

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Understanding how to use a product under test is a key skill for software testers. In the past this knowledge has come from reading requirements documentation and working with others in the development team and the wider business responsible for the product design. But is this enough to understand how the product will be used?

Mobile users are different. The emotional attachment people have with their mobile devices is far greater than with websites and desktops. Their expectations are greater, and it’s far easier for them to make their voices heard through application store feedback.

This presentation will explain the typical ways in which mobile users are different and what we, as testers, can do in order to understand them better so that we can test better. We’ll look at how to use persona’s and profiles and see how to use industry data and analytics.

You’ll learn how to work more closely with other roles within the team such as UX and Design in order to test more effectively. And let’s not forget about the users themselves; we’ll also look at how you can engage the users directly and work with them to ensure that mobile applications are as good quality as they can be. You’ll leave with the enthusiasm and knowledge to take your mobile testing to greater heights.

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Mobile Users Are Different

  1. 1. Stephen Janaway Mobile Users Are Different
  2. 2. @stephenjanaway www.stephenjanaway.co.uk @stephenjanaway www.testinginthepub.com @testinginthepub
  3. 3. @stephenjanaway
  4. 4. @stephenjanaway Mobile Users Are Different • Why Is It Important? • What Is the Current State of the Mobile World? • Who Are These Users Anyway? • What Do They Do? • What Can We Learn From Them? • How Can That Help Our Testing?
  5. 5. By Marvel (Based upon a NASA image, see [1].) [GFDL (http://www.gnu.org/copyleft/fdl.html) or CC-BY-SA-3.0 (http://creativecommons.org/licenses/by-sa/3.0/)], via Wikimedia Commons
  6. 6. @stephenjanaway
  7. 7. @stephenjanaway
  8. 8. @stephenjanaway What Makes Mobile Testing Different? • Many platforms. • Many OS versions in the field. • Many different hardware configurations. • Devices have limited memory and processing capability. • Many different sorts of users. • Short, fast paced projects. • Apps are launched to a large audience.
  9. 9. @stephenjanaway MOBILE USERS ARE MORE EMOTIONALLY ATTACHED
  10. 10. @stephenjanaway QUALITY IS CURRENTLY STILL NOT GREAT… AND USERS CAN LEAVE FAST, VISIBLE FEEDBACK
  11. 11. @stephenjanaway UNDERSTAND YOUR MOBILE USER AND TEST LIKE THEM
  12. 12. @stephenjanaway Understand Your Mobile User and Test Like Them • User Persona’s. • User Profiling. • Industry Statistics. • Apps Store Reviews. • Analytics. • Use Your Users.
  13. 13. @stephenjanaway “Personas are fictional characters created to represent the different user types that might use a site, brand, or product in a similar way”. Alan Cooper "AlanCooper" by cherylish. Originaluploader was Cherylish at en.wikipedia - Transferred from en.wikipedia; transferred to Commons by User:Logan using CommonsHelper.(Original text : from subject). Licensed under Public domain via Wikimedia Commons - http://commons.wikimedia.org/wiki/File:AlanCooper.jpg#mediaviewer/File:AlanCooper.jpg User Persona’s
  14. 14. @stephenjanaway Benefits • Help us share a specific, consistent understanding of various groups of users. • Proposed solutions can be guided by how well they meet the needs of individual user personas. • Provide a human "face" so as to focus empathy on the persons represented by the demographics.
  15. 15. @stephenjanaway • Name: Robert • Age: 32 • Background: Robert is a young, single professional. He works in software at a cool and trendy East London company. He graduated from the University of Exeter with a degree in Computer Science. He has just purchased his first flat. Until recently, he lived with his four roommates in a shared house. • Robert doesn’t have a home phone; his mobile phone is his whole world. This allows him to make and get calls, receive emails and listen to music. If he doesn’t have his mobile with him, he feels lost. He’s seriously considering a smart watch and already has a wearable fitness device. • When a new version of his mobile phone comes out, he immediately gets the hardware upgrade. He’s always showing his friends the new applications he can use with his phone. Robert
  16. 16. @stephenjanaway Robert • Name: Robert • Age: 32 • Background: Robert is a young, single professional. He works in software at a cool and trendy East London company. He graduated from the University of Exeter with a degree in Computer Science. He has just purchased his first flat. Until recently, he lived with his four roommates in a shared house. • Robert doesn’t have a home phone; his mobile phone is his whole world. This allows him to make and get calls, receive emails and listen to music. If he doesn’t have his mobile with him, he feels lost. He’s seriously considering a smart watch and already has a wearable fitness device. • When a new version of his mobile phone comes out, he immediately gets the hardware upgrade. He’s always showing his friends the new applications he can use with his phone.
  17. 17. @stephenjanaway Robert • Name: Robert •Age: 32 • Background: Robert is a young, single professional. He works in software at a cool and trendy East London company. He graduated from the University of Exeter with a degree in Computer Science. He has just purchased his first flat. Until recently, he lived with his four roommates in a shared house. • Robert doesn’t have a home phone; his mobile phone is his whole world. This allows him to make and get calls, receive emails and listen to music. If he doesn’t have his mobile with him, he feels lost. He’s seriously considering a smart watch and already has a wearable fitness device. • When a new version of his mobile phone comes out, he immediately gets the hardware upgrade. He’s always showing his friends the new applications he can use with his phone.
  18. 18. @stephenjanaway Robert • Name: Robert • Age: 32 • Background: Robert is a young, single professional. He works in software at a cool and trendy East London company. He graduated from the University of Exeter with a degree in Computer Science. He has just purchased his first flat. Until recently, he lived with his four roommates in a shared house. • Robert doesn’t have a home phone; his mobile phone is his whole world. This allows him to make and get calls, receive emails and listen to music. If he doesn’t have his mobile with him, he feels lost. He’s seriously considering a smart watch and already has a wearable fitness device. • When a new version of his mobile phone comes out, he immediately gets the hardware upgrade. He’s always showing his friends the new applications he can use with his phone.
  19. 19. @stephenjanaway Robert • Name: Robert • Age: 32 • Background: Robert is a young, single professional. He works in software at a cool and trendy East London company. He graduated from the University of Exeter with a degree in Computer Science. He has just purchased his first flat. Until recently, he lived with his four roommates in a shared house. • Robert doesn’t have a home phone; his mobile phone is his whole world. This allows him to make and get calls, receive emails and listen to music. If he doesn’t have his mobile with him, he feels lost. He’s seriously considering a smart watch and already has a wearable fitness device. • When a new version of his mobile phone comes out, he immediately gets the hardware upgrade. He’s always showing his friends the new applications he can use with his phone.
  20. 20. @stephenjanaway Robert • Name: Robert • Age: 32 • Background: Robert is a young, single professional. He works in software at a cool and trendy East London company. He graduated from the University of Exeter with a degree in Computer Science. He has just purchased his first flat. Until recently, he lived with his four roommates in a shared house. • Robert doesn’t have a home phone; his mobile phone is his whole world. This allows him to make and get calls, receive emails and listen to music. If he doesn’t have his mobile with him, he feels lost. He’s seriously considering a smart watch and already have a wearable fitness device. • When a new version of his mobile phone comes out, he immediately gets the hardware upgrade. He’s always showing his friends the new applications he can use with his phone.
  21. 21. @stephenjanaway "HappyPensioneer". Licensed under Creative Commons Attribution-Share Alike 3.0 via Wikimedia Commons Mary • Name: Mary • Age: 70 • Background: Mary is a retired lecturer. She is married and lives in a small village in North Yorkshire. • She primarily uses her mobile phone to keep in touch with friends and family. However she is more tech savvy than many of her friends, and has recently started using her mobile device for online shopping. She owns a laptop and frequently uses it because of screen size. Her eyesight is deteriorating with age, and she wears glasses for reading and driving. • To her, a mobile device is a tool and nothing more. She only upgrades on the advice of her son, preferring to stick with ‘what she knows’. • Mary lives in an area where the mobile phone reception is variable. Until recently this was a problem, however her son has recently installed wireless broadband.
  22. 22. @stephenjanaway "HappyPensioneer". Licensed under Creative Commons Attribution-Share Alike 3.0 via Wikimedia Commons Mary • Name: Mary • Age: 70 • Background: Mary is a retired lecturer. She is married and lives in a small village in North Yorkshire. • She primarily uses her mobile phone to keep in touch with friends and family. However she is more tech savvy than many of her friends, and has recently started using her mobile device for online shopping. She owns a laptop and frequently uses it because of screen size. Her eyesight is deteriorating with age, and she wears glasses for reading and driving. • To her, a mobile device is a tool and nothing more. She only upgrades on the advice of her son, preferring to stick with ‘what she knows’. • Mary lives in an area where the mobile phone reception is variable. Until recently this was a problem, however her son has recently installed wireless broadband.
  23. 23. @stephenjanaway "HappyPensioneer". Licensed under Creative Commons Attribution-Share Alike 3.0 via Wikimedia Commons • Name: Mary • Age: 70 • Background: Mary is a retired lecturer. She is married and lives in a small village in North Yorkshire. • She primarily uses her mobile phone to keep in touch with friends and family. However she is more tech savvy than many of her friends, and has recently started using her mobile device for online shopping. She owns a laptop and frequently uses it because of screen size. Her eyesight is deteriorating with age, and she wears glasses for reading and driving. • To her, a mobile device is a tool and nothing more. She only upgrades on the advice of her son, preferring to stick with ‘what she knows’. • Mary lives in an area where the mobile phone reception is variable. Until recently this was a problem, however her son has recently installed wireless broadband. Mary
  24. 24. @stephenjanaway "HappyPensioneer". Licensed under Creative Commons Attribution-Share Alike 3.0 via Wikimedia Commons Mary • Name: Mary • Age: 70 • Background: Mary is a retired lecturer. She is married and lives in a small village in North Yorkshire. • She primarily uses her mobile phone to keep in touch with friends and family. However she is more tech savvy than many of her friends, and has recently started using her mobile device for online shopping. She owns a laptop and frequently uses it because of screen size. Her eyesight is deteriorating with age, and she wears glasses for reading and driving. • To her, a mobile device is a tool and nothing more. She only upgrades on the advice of her son, preferring to stick with ‘what she knows’. • Mary lives in an area where the mobile phone reception is variable. Until recently this was a problem, however her son has recently installed wireless broadband.
  25. 25. @stephenjanaway "HappyPensioneer". Licensed under Creative Commons Attribution-Share Alike 3.0 via Wikimedia Commons • Name: Mary • Age: 70 • Background: Mary is a retired lecturer. She is married and lives in a small village in North Yorkshire. • She primarily uses her mobile phone to keep in touch with friends and family. However she is more tech savvy than many of her friends, and has recently started using her mobile device for online shopping. She owns a laptop and frequently uses it because of screen size. Her eyesight is deteriorating with age, and she wears glasses for reading and driving. • To her, a mobile device is a tool and nothing more. She only upgrades on the advice of her son, preferring to stick with ‘what she knows’. • Mary lives in an area where the mobile phone reception is variable. Until recently this was a problem, however her son has recently installed wireless broadband. Mary
  26. 26. @stephenjanaway "HappyPensioneer". Licensed under Creative Commons Attribution-Share Alike 3.0 via Wikimedia Commons • Name: Mary • Age: 70 • Background: Mary is a retired lecturer. She is married and lives in a small village in North Yorkshire. • She primarily uses her mobile phone to keep in touch with friends and family. However she is more tech savvy than many of her friends, and has recently started using her mobile device for online shopping. She owns a laptop and frequently uses it because of screen size. Her eyesight is deteriorating with age, and she wears glasses for reading and driving. • To her, a mobile device is a tool and nothing more. She only upgrades on the advice of her son, preferring to stick with ‘what she knows’. • Mary lives in an area where the mobile phone reception is variable. Until recently this was a problem, however her son has recently installed wireless broadband. Mary
  27. 27. @stephenjanaway "HappyPensioneer". Licensed under Creative Commons Attribution-Share Alike 3.0 via Wikimedia Commons • Name: Mary • Age: 70 • Background: Mary is a retired lecturer. She is married and lives in a small village in North Yorkshire. • She primarily uses her mobile phone to keep in touch with friends and family. However she is more tech savvy than many of her friends, and has recently started using her mobile device for online shopping. She owns a laptop and frequently uses it because of screen size. Her eyesight is deteriorating with age, and she wears glasses for reading and driving. • To her, a mobile device is a tool and nothing more. She only upgrades on the advice of her son, preferring to stick with ‘what she knows’. • Mary lives in an area where the mobile phone reception is variable. Until recently this was a problem, however her son has recently installed wireless broadband. Mary
  28. 28. @stephenjanaway PERSONA’S CAN DRIVE REQUIREMENTS BUT THEY CAN ALSO HELP DRIVE CONVERSATIONS
  29. 29. @stephenjanaway User Profiles • Power User. • Light User. • Social Networker.
  30. 30. @stephenjanaway Understand the Market
  31. 31. @stephenjanaway Use Your Own Data
  32. 32. @stephenjanaway Understand How People Use Their Devices
  33. 33. @stephenjanaway Understand When People Use Their Devices
  34. 34. @stephenjanaway Source: gs.statcounter.com Understand Where People Use Their Devices
  35. 35. @stephenjanaway Image courtesy of userlytics.com Usability Testing
  36. 36. @stephenjanaway Users Can Tell You What They Want
  37. 37. @stephenjanaway You Can Start a Dialog
  38. 38. @stephenjanaway "2003-09-23 Convenience of a cell phone" by Ildar Sagdejev (Specious) - Own work. Licensed under Creative Commons Attribution-Share Alike 3.0-2.5-2.0-1.0 via Wikimedia Commons Test Using Users
  39. 39. @stephenjanaway UNDERSTAND YOUR MOBILE USER AND DON’T TEST LIKE THEM
  40. 40. @stephenjanaway Why? “It's really hard to design products by focus groups. A lot of times, people don't know what they want until you show it to them.” Steve Jobs
  41. 41. @stephenjanaway • Mobile Users Are Different. • Make friends with your UX team. • Understand the Market. • Understand Your Users. • Use Your Users (both internal and external). • Test Like Your Users!! • Don’t Test Like Your Users. So I Leave You With This…
  42. 42. @stephenjanaway “QUALITY IS VALUE TO SOME PERSON WHO MATTERS” James Bach and Michael Bolton
  43. 43. @stephenjanaway “Be proud, your work will soon be in the hands of millions” A NOKIA PRODUCT MANAGER Stephen Janaway www.stephenjanaway.co.uk @stephenjanaway www.testinginthepub.com Questions?

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