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Understanding Your Mobile User

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Understanding how a product will be used is a key skill for software professionals. In the past this knowledge has come from reading requirements documentation and working with others in the development team and the wider business that are 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 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 can do in order to understand them better.

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Understanding Your Mobile User

  1. 1. © Stephen Janaway 2017 UNDERSTANDING YOUR MOBILE USER STEPHEN JANAWAY
  2. 2. www.stephenjanaway.co.uk @stephenjanaway www.testinginthepub.com @testinginthepub
  3. 3. © Stephen Janaway 2017 This Presentation – Understanding Your Mobile User • 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?
  4. 4. © Stephen Janaway 2017 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
  5. 5. © Stephen Janaway 2017
  6. 6. © Stephen Janaway 2017 Yet We Are Surprisingly Similar Source: gs.statcounter.com
  7. 7. © Stephen Janaway 2017 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.
  8. 8. © Stephen Janaway 2017 MOBILE USERS ARE MORE EMOTIONALLY ATTACHED
  9. 9. © Stephen Janaway 2017 QUALITY IS CURRENTLY STILL NOT GREAT… AND USERS CAN LEAVE FAST, VISIBLE FEEDBACK
  10. 10. © Stephen Janaway 2017 UNDERSTAND YOUR MOBILE USER AND TEST LIKE THEM
  11. 11. © Stephen Janaway 2017 Understand Your Mobile User and Test Like Them • User Persona’s. • User Profiling. • Industry Statistics. • Apps Store Reviews. • Analytics. • Use Your Users.
  12. 12. © Stephen Janaway 2017 User Persona’s “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
  13. 13. © Stephen Janaway 2017 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.
  14. 14. © Stephen Janaway 2017 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.
  15. 15. © Stephen Janaway 2017 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.
  16. 16. © Stephen Janaway 2017 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. © Stephen Janaway 2017 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. © Stephen Janaway 2017 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. © Stephen Janaway 2017 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.
  20. 20. © Stephen Janaway 2017 Mobile Devices Are Complicated • While your application runs, the phone is: – Talking to the network. – Working out where you are. – Maybe receiving calls, texts, Facebook and Twitter updates. = Complicated Test Scenarios
  21. 21. © Stephen Janaway 2017 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. "HappyPensioneer". Licensed under Creative Commons Attribution-Share Alike 3.0 via Wikimedia Commons
  22. 22. © Stephen Janaway 2017 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. "HappyPensioneer". Licensed under Creative Commons Attribution-Share Alike 3.0 via Wikimedia Commons
  23. 23. © Stephen Janaway 2017 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. "HappyPensioneer". Licensed under Creative Commons Attribution-Share Alike 3.0 via Wikimedia Commons
  24. 24. © Stephen Janaway 2017 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. "HappyPensioneer". Licensed under Creative Commons Attribution-Share Alike 3.0 via Wikimedia Commons
  25. 25. © Stephen Janaway 2017 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. "HappyPensioneer". Licensed under Creative Commons Attribution-Share Alike 3.0 via Wikimedia Commons
  26. 26. © Stephen Janaway 2017 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. "HappyPensioneer". Licensed under Creative Commons Attribution-Share Alike 3.0 via Wikimedia Commons
  27. 27. © Stephen Janaway 2017 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. "HappyPensioneer". Licensed under Creative Commons Attribution-Share Alike 3.0 via Wikimedia Commons
  28. 28. © Stephen Janaway 2017 PERSONA’S CAN DRIVE REQUIREMENTS BUT THEY CAN ALSO HELP DRIVE CONVERSATIONS
  29. 29. © Stephen Janaway 2017 User Profiles • Power User. • Light User. • Social Networker.
  30. 30. © Stephen Janaway 2017 Understand the Market
  31. 31. © Stephen Janaway 2017 Use Your Own Data
  32. 32. © Stephen Janaway 2017 Understand How People Use Their Devices
  33. 33. © Stephen Janaway 2017 Understand When People Use Their Devices
  34. 34. © Stephen Janaway 2017 Understand Where People Use Their Devices Source: gs.statcounter.com
  35. 35. © Stephen Janaway 2017 Usability Testing Image courtesy of userlytics.com
  36. 36. © Stephen Janaway 2017 Users Can Tell You What They Want
  37. 37. © Stephen Janaway 2017 You Can Start a Dialog
  38. 38. © Stephen Janaway 2017 Test Using Users "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
  39. 39. © Stephen Janaway 2017 UNDERSTAND YOUR MOBILE USER AND DON’T TEST LIKE THEM
  40. 40. © Stephen Janaway 2017 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. © Stephen Janaway 2017 So I Leave You With This… • 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.
  42. 42. © Stephen Janaway 2017 “QUALITY IS VALUE TO SOME PERSON WHO MATTERS” James Bach and Michael Bolton
  43. 43. © Stephen Janaway 2017 Questions? “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

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