In this study, Joseph Dickerson, User Experience Architect at Fortune 500 company Fiserv, details how users engage with their mobile devices everyday and discusses representative personas that reflect this usage.

1. Mobile Usage Diary Study
Findings and Recommendations
1

2. Agenda
Introduction and Methodology
On Mobile Devices
On Mobile Banking
Usage Categories
Persona Mapping
Design Criteria
Conclusions
2

3. Introduction
Research Goals
Methodology
3

4. Some comments from one of our interview subjects
“I love my phone, it does everything I
need it to do.
“I could not think about using another
one.”
“It’s perfect for me.”
Talking about an iPhone? Or another
smart phone?
…No.
4

5. On Mobile Devices
Acceptable Experiences vs. Rich Experiences
“History don’t repeat, but it sure does rhyme.” Mark Twain
5

6. On Mobile Devices
Identified three primary device types
• Dumb Phones
• “Not-so-smart” phones
• Smart phones
6

7. The “Smartest” Phone? The iPhone
7

8. On Mobile Banking
Expectations Matter
Costs Matter
Devices Matter
Context Matters
8

9. Other Observations
Mobile and Business
Matters
SMS: The First Social
Network
Mobile and the social
web
Categories of use and
Usage Patterns
9

10. Usage Patterns
10

11. Usage Patterns and Persona Mapping
11

12. Design Criteria
Support the “Immediacy of Now”
Support legacy devices
Follow device design standards
Support Fitts’ Law
“First, do no harm”
Content matters
Make it appealing and useful to increase “repeatability”
Provide downloadable apps that (securely) cache data
12

13. Conclusions
13

14. Thank you!
Questions?
14