Abstract for HCI International 2003



Designing for older and inexperienced

mobile phone users

Martin Maguire and Zaheer Osman

Ergonomics and Safety research Institute (ESRI)

Loughborough University

Holywell Road, Holywell Way

Loughborough LE11 3UZ, UK

m.c.maguire@lboro.ac.uk, z.osman@lboro.ac.uk

Abstract

It is commonly suggested that a simpler mobile phone be made available for inexperienced users, including those older users. It is thought that this should have fewer functions, larger keys, bigger characters on the display etc. Yet while the idea of a simpler phone appears to offer a clear market opportunity, it should be remembered that, with the power of fashion, modern design and advertising, inexperienced users are likely to want to own a mainstream phone, rather than a special simpler one. Similarly, while there is a perception that inexperienced users just want to make voice calls, it is quite likely that they will also want to make use of new information services that are being developed. This paper presents the results of a series of studies with inexperienced and older users of mobile phones. It explores the problems that such users currently experience with mobile phones and the design issues that result. It looks at the kind of functions and features that such users would want in a new phone and reviews their interest in location-based services.

1. Diversity of mobile phone user needs

It is reported that there are over billion mobile phones in the market and all age groups use them (PC Advisor, 2003). But use of mobile phone facilities varies between age groups. A European-wide survey of older citizens and markets for ICT products and services shows that 48% over 50 years old have mobile phone, but only 40% of those has ever received or sent a text message (SMS). The development of mobile phone technology and the services offered seem to concentration on what ‘early adopters’, young users, and experienced users want. In doing this there is a danger that older and less experienced users will be left behind and will only be able to use the most basic of facilities. This paper reports three studies carried out with older and inexperienced users to help study their needs. The first study concerned an investigation of problems faced by older users with current mobile phones. The second study looked at specific user needs for mobile phones, while the third explored user reactions to location based services.

2. Study of problems faced by older mobile phone users

This study (Fisher, 2002) aimed to establish the problems faced by users in different age groups when using mobile phones. Interviews were carried out with 36 users, 12 between 16 and 25 years (mean 21.9), 12 between 40 and 65 (mean 51.5), and 12 who were 65+ (mean 72). It also asked: if they could have a personalised mobile telephone, what characteristics would they want it to have? One question asked users to state the primary use for their mobile phone. Figure 1 shows that the emphasis for younger users is on social contact, for the middle group it is social and work contacts, and for older users the primary intended use for the phone is in an emergency.

[pic]

Figure 1: Primary use of mobile phones

The study also recorded the problems that older users faced when operating their mobile phone. It is interesting that the middle group (40-65) experienced many of the same problems as the 65+ group. For example both groups experienced the problems of:

• Not knowing how to use all the functions.

• Having to use two hands when dialling a number.

• Not being able to see the numbers or letters clearly on the buttons.

• Buttons being too small or close together.

• Difficulty in using the text message function.

• Difficulty in reading the screen without glasses.

• Difficulty in hearing the caller in noisy situations.

The 65+ age group experienced the additional problems of not being confident enough to try other functions, buttons on the side of the phone being difficult to use, and difficultly in reading the phone buttons. Fisher proposed a list of suggested design improvements such as the use of larger screen and font, larger buttons not too close together, larger letters on the buttons, fewer functions, additional services on the phone, and easier volume control.

3. Study of user needs

While the previous study highlighted user needs for older mobile phone users, it is clear that some of these needs conflict with current design. Similarly it is not clear what priority each characteristic should have in terms of the design. A study was carried out by the authors to clarify these issues. Interviews were carried out with 17 users between the ages of 47 and 79 (mean age 59.5). The group were generally inexperienced with mobile phones and used a limited range of phone functions as shown in Figure 2:

[pic]

Figure 2: Use of mobile phone functions by user sample

Users also commented on what they liked or disliked about their phone or phone service. The tables below shows the lists the different likes and dislikes that users had. It can be seen that ergonomic features such as size, weight ease of holding are important factors. This indicates that while older users may own larger older models, they still suffer from being unable to easily carry them about in pockets and handbags.

Table 1: Aspects of own mobile phone liked and disliked (frequency of comments made)

|Things liked about mobile phone |Freq. | |Things disliked about mob. phone |Freq. |

|Good size/ease of holding |9 | |Too big/heavy and hard to hold |5 |

|Straightforward, easy to use/navigate |4 | |Payment package |3 |

|Big keys/easy to press |3 | |Network/signal difficulties |2 |

|Easy to read characters |2 | |Unattractive model/aerial sticking up |2 |

|Big/clear screen |2 | |Too quiet |1 |

|Pay as you go basis |2 | |Poor contrast of characters on keys |1 |

|Providing safety/security |2 | |Text messages slow to come through |1 |

|Useful features e.g. missed calls |2 | |Don’t know how to get messages |1 |

|Can inform if late for meeting |1 | |Poor screen contrast |1 |

|Ability to send text messages |1 | |Being in constant contact (negative) |1 |

Users were asked to look at a range of 12 features (printed on cards) divided into 3 categories: usability/ergonomic features, phone functions, and advanced services. They were asked to select and rank those that were important to them if they purchased a new phone (see Table 2 below):

Table 2: Mean rankings of required phone features

|Feature required |Category |Mean rank |

|Easy menus |Usability/ergonomics |10.2 |

|Large screen text |Usability/ergonomics |8.6 |

|Small/compact |Usability/ergonomics |7.9 |

|Large buttons |Usability/ergonomics |7.7 |

|Information services |Advanced services |5.4 |

|Voice dialing |Functions |5.1 |

|Photo messaging |Advanced services |4.7 |

|Handling calls intelligently |Advanced services |4.3 |

|Radio |Functions |2.3 |

|Phone shopping |Advanced services |2.2 |

|Ring tones |Functions |1.7 |

|Play games |Functions |1 |

Interestingly the four usability/ergonomic factors occupy the top four positions in the list. The third item, ‘small and compact’ shows that middle aged and older users are interested in the smaller more portable styles as currently available. At the same time they also want larger keys or screen text. This presents an interesting design challenge to handset companies in the future. Possible solutions that have been proposed are a magnifier attached to the phone (Muktarsingh, 2003), and making keys slightly wider, enlarging the letters, and placing the numbers above each key (Enderby, 2002). The list shows that there is significant interest in information through the phone, while voice dialing is seen as a way to overcome difficulties in typing the number to dial. The study also highlighted the need to explain to users the different terms describing the phone features. Subjects needed further explanation of terms such as: ‘menus’ (do they relate to food), ‘voice dialing’, and ‘photo messaging’. Users identified other possible functions such as: brighter screen with better contrast, buttons that light up, lighter weight, indication at end of a call to show how much credit is left, a loop on back to slip fingers through and prevent it being snatched, phone that tells the time, more effective key lock. Several of these are currently available.

Users were asked to examine and comment on a selection of handsets as shown below:

[pic]

Figure 2: Comments on physical handsets

The most popular phone was a medium sized model (no. 2) although the labeling on the keys was not distinct enough for some subjects. The smaller phones (no. 3) were typically regarded as having fiddly keys or not being robust enough. The larger phone (no. 1) was seen as too bulky and heavy although users were less concerned with the physical size. However several of the female subjects felt it would be too big for a handbag. The larger keys with explicit and clear labeling was appreciated. Clearly the design needs to be functional but as one user stated: ‘style is now as important for functions’ (for older as well as younger users). One user commented that being colour blind, they could not easily distinguish red and green ‘take call’ and ‘end call’ keys.

Subjects were asked which were the most important factors in learning how to use their mobile phone. Being shown by a friend or relative was the most important factor (14 instances) closely followed by use of the handbook (12 instances). Exploring on one’s own (9 instances) was significant while only one person stated that a shop demonstration had been useful, and no one had received telephone support from the supplier. This possibly indicates scope for enhanced methods of learning support. Regarding method of payment, 14 out of the 17 users wanted their phone on a ‘pay as you go’ basis, while only 2 wanted a contract. It is thus in the interest of phone companies to make the ‘pay as you go’ option attractive in terms of cost and service as this seems the preferred basis for the older user group.

4. Study of location based services

Location based services (LBS) is where the location of a person is used to shape the application or service offered through a mobile device (Duri, 2001). A set of focus group studies were carried out (Osman, 2002) to explore the attitudes and requirements of LBS for different age groups with different scenarios. Four groups of 6 users were organised, young males (20-25), young females (20-25), older males (55+) and older females (55+). Within each group, 5 scenarios of LBS usage were presented. Three out of five possible scenarios were chosen by each group and discussed.

Table 3: Average acceptance of location-based services by different age groups

|Scenario |Finding nearest |Traveling to |Meeting up |Virtual |Shopping |Average |

| | |destination | |messaging | |acceptance |

|Young females |2 |4 | | |1 |2.3 |

|Young males |4 |3 |5 | | |4 |

|Older females |3 |3 | | |5 |3.7 |

|Older males |3 |4 |3 | | |3.3 |

The table above shows average acceptance ratings for each service for each age group. The ratings were on a five point scale where 5=very positive and 1=very negative. It can be seen that older subjects were generally just as positive about LBS as younger users. Older females were most strongly interested in the shopping scenario (guidance to a relevant store with special offers and a café for refreshments). Older males were most interested in guidance to use transport services (e.g. train times, or location of car rental services). Blank cells indicate services not discussed or rated. The interest in such new services from the older age groups shows the importance of addressing their requirements if such services are to be adopted successfully by them.

5. Conclusions

This paper has highlighted some issues relating to future user needs for older users of mobile phones. Lessons that were drawn are that:

• Older users appreciate good ergonomic features e.g. large keys and fonts, but still desire the compactness, lighter weight, and aesthetics of current models.

• Middle aged users have similar problems in using mobile phones to older users.

• While usability and ergonomic features seem critical for older users, good information services and forthcoming location-based service will also be important.

• There is scope to develop new and innovative ways for learning to use mobile phones.

6. References

Duri, S., Cole, A., Munson, J. & Christensen, J. (2001). An approach to providing a seamless end-user experience for location-aware applications. In: Proceedings of the First International Workshop on Mobile Commerce, 86, 4, pp20-25.

Enderby, R. (2002). Big is best: and what a gr8 idea 4 all txt msgs. Daily Mail, 31 Dec 2002, p51.

Fisher, K. (2002). An investigation of problems facing elderly people using mobile phones. BSc (Honours) Ergonomics project report, Department of Human Sciences, Loughborough University.

Muktarsingh, N. (2003). Mobile phone that comes complete with spectacles, Financial Mail on Sunday. 2 Feb 2003, p35.

Osman, Z. (2002). An exploration of user requirements for location based services. BSc (Honours) Ergonomics project report, Department of Human Sciences, Loughborough University.

PC Advisor. (2003). Mobile users to reach one billion, Issue 91, Spring, pcadvisor.co.uk

The authors would like to acknowledge the help of: Edward Elton, Val Mitchell, & M. Tarkiainen.

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