The purpose of this user trial was to support the planned commercial launch of a new Java application that permits wireless, real-time access to high-interest content on users’ mobile phones. The survey evaluated the application and provided feedback about specific likes and dislikes, as well as a detailed critique of the available content and its value. Finally, the survey sought to identify any existing concerns with the application prior to its impending introduction.

service: Qualitative, Usability Testing
completion date: May 2007

the approach: Participants received an e-mail invitation to use the application for one week and subsequently participate in the survey. Users selected had indicated strong interest in the application’s concept description prior to use, downloaded the application to their own handset through an embedded link, and provided feedback through an online survey immediately following one full week of use. Final base size was 30 users.
the results: The breadth and detail of information gathered in the study provides a solid basis for conclusions and recommendations, such as identifying most positive and negative features, pinpointing areas of future improvements or upgrades, and supporting the commercial launch of the application. Participants provided critical data on all application aspects, including satisfaction/willingness to recommend and feedback on convenience, detail and timeliness, navigational ease, speed, access and accuracy. The survey examined expected vs. actual performance ratings and attributes, and found that more than half rated the application as either extremely or very helpful. Responses revealed that customers of one national mobile carrier were significantly more satisfied with the application than those of another prominent provider — information key to determining the best approach to launching and marketing the application. Users indicated which of the application’s content menus they accessed most frequently, as well as their assessment of the content and how they used it.