An important key to the success of any product is usability and creating the best possible user experience. One of the best ways to evaluate usability is to do effective research on the users themselves.
With this goal in mind, a 3G Mailbox Usability Test was conducted in Paris on May, 2007. The research was managed by LH2, a leading market research company.
Main Objectives of the Study
The main objectives of the study were to:
- Understand 3G mobile phone users’ experience while interacting with 3G messaging systems
- Identify Areas for Improvement to enhance the 3G Mailbox
- Rate 3 Existing Video Messaging Applications:
- Comverse Videomail launched by Tier 1 European operator (A’)
- Other Vendors’ Videomail launched by Tier 1 European operator (B’)
- Comverse 3G Mailbox Premium Videomail
Methodology
A series of qualitative in-depth 75 minute interviews.
Test Sample
Sixteen interviews were conducted among men and women who use or had recently used mobile Video Telephony. Each participant was asked to evaluate:
- His/ her own messaging system
- The 3G Comverse messaging system
About the Videomail Messaging Systems Tested
The testers’ responded that both video mailbox applications are simple to use. However, when exposed to the Comverse 3G mailbox system, the users were reacted more positively and showed greater interest. Clearly, the 3G Mailbox messaging system was the most preferred system..
- Attractive: Potential users detected real differentiating attributes, and noted some such as ‘innovative, well thought-out, practical, convergent, fun, a time saver, and attractive’. The email-like interface provides a reassuring feel (familiar, comfortable).
- Ease of Use: Respondents noted “easy to use, accessible to all, quick”.
Perception of the 3G Mailbox Messaging System
Spontaneously, potential users perceived this messaging system as: Very innovative, fun, practical, interactive, attractive and more accessible. Sample quotes:
- “This messaging system is richer, and a much greater level of interactivity compared to mine.”
- “It has a user friendly interface, an organized and not crowded presentation It’s practical, it has many options — I think this messaging is very cool!”
- “No pointless pictures, it’s not excessive, it’s plain and simple.”
In addition to being innovative, the research indicated that 3G Mailbox messaging system offered a user friendly interface to video call users. Respondents indicated that users who required assistance on how to make mobile video calls felt they received much more guidance as a result of the visual elements used. Overall all, the 3G Mailbox messaging system succeeded in demystifying video on mobile, therefore making it possible for potential users to feel at ease using this new messaging system.
Impact on Videophony Usage
Unanimously, potential users declared that the 3G Mailbox would certainly increase their usage of mobile video. All of the participants preferred the 3G Comverse messaging system,
Scoring: Comverse by a Knockout
Participants were asked to give a 1-5 score to the different messaging systems. Both operators and customers gave Comverse a significantly higher rating.
* NOTE: Once exposed to the 3G Mailbox messaging system, two participants wanted to revise downward the score they had given to their operator’s messaging system.
Although these figures should not be read as large-sample statistical ones, they provide a good indication to mailbox performance.
Bottom Line: Looking Good
In summary, the usability tests revealed that users were very enthusiastic about the 3G Mailbox interface and capabilities. The 3G Mailbox rating given by the participants was significantly higher than those of other videomail solutions tested.
It seems that although Video on 3G is still at an early stage of development and still has certain drawbacks; users do identify and appreciate the added value that 3G can bring — especially when they become familiar with the visually rich, informative, intuitive service that are offered on Comverse 3G Mailbox.
