For better or for worse, like it or not, mobile wearables are already changing our lives. Combined with social media, mobile wearable devices form a new generation of personalized technology that knows us better than our closest friends. How many of your friends know how far you walked or what you ate? The challenge for developing applications is correctly incorporating context to add value your users hadn’t considered while being sensitive to their privacy. In the future, our devices will wake us up earlier because of the ice storm last night and contact the people we are meeting to warn them we could be late. Philip Lew covers the most important element of mobile user experience and customer experience―context. Using examples, Phil breaks down context into elements you can incorporate into your design and development. Learn the contextual elements you need to incorporate right now and identify key factors for future generation products based on providing anticipatory services.

1. The
Coming
Mobile
Wearable
World
How
will
it
affect
‘our’
world?
And
are
you
ready?

2. Meet Your Instructor
• Phil Lew
– Software developer
– Software product manager, BI product
– CEO, software qa services company
• Relevant specialties
– Software quality in use / UX design and
evaluation
– Mobile testing and UX enthusiast
– Mobile wearable first adopter
2
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3. Let’s
Meet
Each
Other
• Name
• Your
Company/Role
• InteresTng
Tdbit
or
fact
• ObjecTve
in
being
here
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3

4. HOW
MANY
OF
YOU
HAVE
A
MOBILE
WEARABLE
DEVICE?
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4

5. WE
LIVE
INTO
OUR
EXPECTATIONS
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6. Mobile User Expectations
• Subscription Business
Model
– Rent/share-don’t buy
– Pay as you go
• Cloud and mobile
convergence
• Behavior and expectations
have changed
• The bar has risen
– UX and satisfaction
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6

7. We
are
About
to
Enter
a
New
Age
• Mobile
wearable
devices
form
a
new
generaTon
of
technology
that
knows
us
be[er
than
our
friends.
• In
the
future,
the
most
important
element
of
mobile
user
experience
and
customer
experience―context.
• Successful
applicaTons
will
incorporate
context
to
add
value
users
hadn’t
considered
while
being
sensiTve
to
their
privacy.
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7

8. MobileApps
Are
and
Will
be
Dominant
Revenue
Source
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8
Devices and
Apps and
Data

9. HOW
MANY
OF
YOUR
FRIENDS
KNOW
HOW
FAR
YOU
WALKED
OR
WHAT
YOU
ATE
TODAY
OR
SOME
OTHER
TIDBIT
OF
INFO?
Poll
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9

10. ObjecTves
for
Today
• Develop
an
understanding
of
context
to
sTr
thought
so
you
can
incorporate
into
your
design
and
development.
• Understand
the
contextual
elements
for
future
generaTon
products
that
will
provide
predicTve
and
anTcipatory
services.
– Understand
how
NFC
technology
will
be
driven
by
payments
– Understand
the
potenTal
in
various
verTcals
for
mobile
wearables
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11. Workshop/Session
Spirit
• InteracTve
• I
won’t
read
the
slides…
• Slides
for
you
as
a
take-­‐away
(lots)
– Maybe
they
won’t
be
the
same
as
in
handouts
depending
on
Tming
– I’m
always
updaTng
with
the
latest
content
• ParTcipate
and
Dive
In
– Ask
quesTons
or
I
will
11
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12. Today’s
Agenda
• What
is
Mobile
UX
• Mobile
UX
and
Context
• Mobile
Smartphones
as
Hubs
and
Aggregators
with
peripheral
Mobile
Sensors
(wearables)
• Mobile
and
Big
Data
• Apps,
Technology
and
Issues
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13. WHAT
IS
MOBILE
UX?
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13

14. Mobile
and
Context
King
and
Queen
• 91%
of
American
adults
own
a
mobile
phone.
• Over
60%
of
mobile
phones
sold
are
smartphones.
• Mobile
device
web
access
is
predicted
to
overtake
desktop
web
access
in
this
year.
• 48%
use
or
would
like
to
use
a
smartphone
to
shop
while
in-­‐store
or
on
the
go.
• 90%
of
people
start
a
task
on
one
device,
then
complete
it
on
another.
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15. Mobile
UX
–
Up
Up
and
Away
• UX
is
relaTve
to
user
expectaTons
– As
more
sites
deliver
be[er
mobile
UX
the
bar
is
higher.
– Mobile
users
no
longer
expect
a
lesser
experience,
expect
an
equal
or
mobile-­‐
centric
experience.
– Mobile
UX
is
no
longer
nice
to
have,
but
a
criTcal
component
of
app
success.
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15

16. Mobile
now
means
more…
• Not
just
smart
phones…
• How
many
of
you
have
a
smart
watch?
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17. Basic Usability-UX Concepts
User
Experience
Usability
Effect
Usability
Design
17
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18. Mobile Usability Challenges
• Limited attention – people often multi-tasking
• User needs triggered by context
– Application needs to provide what they want
at the “right” time and in a form suitable for
current context.
• Require access to personal data, obtained either
through web-based services or other devices-
tight integration
• Require sensitivity to the task at hand
18
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19. Usability - Design Perspective
• Understandability
• Learn-ability
• Operability
• Attractiveness
• Navigation
• Responsiveness-performance
19
What
else
can
you
think
of?
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If the user cannot
figure it out in 30
seconds, they are
gone.
Integration
Social Connectedness

20. Source: ISO 25010
Usability-Effect
20
Degree to which specified
users can achieve specified
goals with effectiveness,
efficiency and satisfaction in a
specified context of use.
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21. Usability-Effect
“Context” and “Specified”
• User role
• Objective
• Task
• Environment
• Domain
• …
21
specified
users
specified
goals
specified
context
of
use
What
else
can
you
think
of?
Who
are
your
users?
What
are
their
goals?
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22. Source: ISO 25010
Usability-Effect
User Experience
• Satisfaction: Degree to which
users are satisfied in a specified
context of use.
• Likability (cognitive
satisfaction)
• Pleasure (emotional
satisfaction)
• Comfort (physical
satisfaction)
• Trust
22
Including many other
factors experienced
over time via other
integrated channels,
platforms and devices
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23. User Experience and Trust
23
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User experience is not just
about UI efficiency, it’s also
about trust and relationship.
Trust is the currency of the new economy

24. UX
and
Trust
• The
UX
must
reflect
how
people
relate
to
the
organizaTon.
• Following
usability
best
pracTces
will
ensure
that
the
steps
are
intuiTve
and
opTmal
which
creates
what
feelings
in
end
users?
• Users
are
inclined
toward
an
company
they
can
trust.
• Do
your
customers/users
trust
you
and
your
company’s
app?
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24

25. Apps
and
Trust-­‐-­‐UX
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What other methods can create trust or distrust?

26. Create
Trust
–
Ask
Permission
• Don’t
give
users
the
creeps
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27. Create
Trust
–
Be
Understood
• Using
short
language
they
can
understand
rather
than
lawyer
talk
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27

28. MOBILE
UX
AND
THE
IMPORTANCE
OF
CONTEXT
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29. What Users Do With Their Mobile
29
http://marketingland.com/smartphone-activities-study-email-web-facebook-37954
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30. Mobile Tasks
30
Importance
of User
Context
For Mobile
Apps
From: A Diary Study of Mobile Information Needs, Sohn, Li, Griswold, Hollan
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31. Context of the User
31
From: A Diary Study of Mobile Information Needs, Sohn, Li, Griswold, Hollan
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32. Mobile
as
a
Context
Funnel
• Importance
of
and
Use
of
Context
is
Changing
• Context
aggregator
– Social
media
– Data
– LocaTon
– Sensors
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32

33. MOBILE
SMARTPHONES
AS
THE
AGGREGATOR
HUB
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33

34. Technologies/Apps
Converge
What
other
sensors
can
you
think
of?
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35. Source: ISO 25010
Usability-Effect
User Experience
• Satisfaction: Degree to
which users are
satisfied in a specified
context of use.
• Likability
(cognitive
satisfaction)
• Pleasure
(emotional
satisfaction)
• Comfort (physical
satisfaction)
• Trust
35
Over time via
integrated channels
and platforms
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Convenience
Anticipation

36. Create
SaTsfacTon
Ask
and
Listen
• Learn
about
your
users
• Let
them
know
you
are
listening
• And
what
you
want
to
know…
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36

37. IntegraTon
àConvenience
àPleasureàSaTsfacTon
FuncTonal
InformaTon
ECOSystem
HUB
network
app1
app2
app3
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37

38. CreaTng
SaTsfacTon
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38

39. PredicTve
and
AnTcipatory
UX
• UX
that
provides
the
funcTons
and
services
for
unexpressed
needs
and
wants
of
your
users
through
use
of
context
and
technology
• Depending
on
the
circumstances
and
the
customer
preferences,
use
desired
communicaTon
channels
• Works
for
customers
who
want
this
communicaTon
and
depends
on
the
service/
product
that
the
communicaTon
is
in
regards
to
-­‐-­‐
Context
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39

40. AnTcipaTon
• With
context
you
can
anTcipate/predict
what
your
clients/customers
want.
– Google
Now:
suggesTons
that
appear,
creepily,
when
you
need
them.
– Does
not
just
mean
selling
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UX in the future will be
dependent on providing
anticipatory and predictive
services without being
creepy and without
destroying trust.

41. MOBILE
AND
BIG
DATA
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41

42. What’s
the
Big
Deal
About
Big
Data?
• What
is
criTcal
about
all
this
data?
– Social
media
– LocaTon
• Sensors
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42
• Timeliness
• Accuracy
• Reliability
• What
else?
CONTEXT!

43. Where’s
the
Data
Coming
From
What issues will be the biggest and hardest to solve?
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43

44. Big
Data
Issues
• Privacy,
security
and
ownership
are
the
hard
issues.
• Line
between
helpful
advice
and
creepy
intrusive
sales
techniques
• Amazon
recently
obtained
a
patent
for
shipping
goods
to
customers
BEFORE
they
even
order
them
–
based
purely
on
predicTve
big
data
analyTcs
– AnTcipatory
Shopping
• What
if
you
predict
incorrectly
– What
are
the
consequences?
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44

45. Big
Data
OpportuniTes
• ‘PredicTve’
means
not
just
revenues,
but
can
have
giganTc
influence
in
customer
service
and
saTsfacTon
– Deliver
a
personalized
experience
to
gain
new
customers
and
keep
exisTng.
– PredicTve
analyTcs
for
“AnTcipatory”
services.”
• ‘MarkeTng’
doesn’t
necessarily
mean
an
upsell
or
an
offer.
• Knowing
enough
to
send
the
right
usage
alert
at
the
right
Tme
could
mean
the
difference
in
keeping
or
losing
a
customer.
Are you as good as Sam was?
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45

46. APPS,
TECHNOLOGY
AND
ISSUES
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46

47. AppleWatch
• AWatch
will
feature
NFC,
allowing
your
wearable
to
act
like
your
wallet.
• The
Awatch—will
allow
users
to
uTlize
“tap-­‐to-­‐
pay”
funcTonality
in
stores.
• What
else?
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47

48. Google
Wear
• Extended
to
other
wearable
devices
– Voice
command
funcTonality
– Health
and
fitness
monitoring
• Work
with
Android
handsets
and
tablets
–
IntegraTon
• Providing
noTficaTons
or
front-­‐end
UIs
for
Android
device-­‐based
apps.
• Voice
command
funcTons
through
the
watch
to
trigger
acTons
on
the
other
devices
-­‐
integraTon
• Google
Android
Wear
API
-­‐
integraTon
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48

49. NFC
–
Near
Field
CommunicaTon
• Mobile
payments,
through
NFC
protocol
combined
with
Touch
ID
fingerprint
sensor
and
tokenizaTon
• These
devices
will
also
serve
as
a
plavorm
for
value-­‐added
services
such
as
administraTng
loyalty
schemes,
giF
card
issuance,
and
many
others.
http://bgr.com/2014/09/08/iphone-6-and-iwatch-nfc-payments-security/
Initial retail deployments
will use NFC-ready point-
of-sale terminals
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49

50. NFC
Tags
• Near-­‐field
communicaTon
(NFC)
tags
have
a
field-­‐
detecTon
mode
that
switches
on
the
accessory
when
in
close
contact
with
an
NFC
phone
or
mobile
device.
• DetecTon
“wakes
up”
the
accessory,
making
for
much
easier
and
intuiTve
pairing.
• Then
users
simply
tap
their
phones
to
the
accessory
and
pairing
is
complete
(a
“tap
to
pair”
connecTon).
• From
144
to
888
bytes
of
memory,
which
covers
both
Bluetooth
and
Wi-­‐Fi
pairing.
• Tags
can
also
be
put
into
a
non-­‐responsive
mode,
avoiding
a
bad
user
experience
when
the
ba[ery
is
running
low.
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50

51. Understand
Progressive
UX
For
Design,
Develop
and
Test
• Development
and
QA
will
incorporated
into
design
much
earlier,
and
in
real
Tme
iteraTons
– Mobile
devices
and
wearables
will
integrate
into
every
part
of
our
lives
(and
others)
unless
you
want
to
be
leF
behind.
– Mobile
ApplicaTons
–
Integrated
with
data,
social,
and
other
devices
Let’s look at some examples
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51

52. Automobile
• Electric
cars
will
let
you
see
the
charge
level
in
your
car
via
mobile
app
• If
you
forgot
where
you
parked
it,
it
will
actually
show
you
a
map
of
where
you
leF
your
car
and
give
direcTons
to
find
it.
• Turn
off
your
car
remotely
if
stolen
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52

53. Travel
• Use
your
mobile
device
as
your
boarding
pass,
all
the
way
from
checking-­‐in
with
one
tap
on
your
watch
all
the
way
through
to
collecTng
your
bags.
• Unlock
their
hotel
room
doors
– Apple
Watch
will
let
you
check-­‐in
to
the
hotel
– Unlock
your
hotel
room
door
by
waving
your
watch
in
front
of
the
door
• City
Mapper
enables
you
to
get
mass
transit
direcTons
and
it
will
also
remind
you
to
get
off
at
the
right
stop.
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53

54. Fitness
• Fitness
apps
like
Nike
and
Strava,
you
run
on
the
same
course,
and
compare
Tmes
with
friends.
• Ultra-­‐lightweight,
flexible
and
disposable
skin
patches,
combined
with
NFC
biosensors
for
fitness
monitoring
criTcal
to
evaluaTng,
and
improving,
athleTc
performance
– Heart
rate
– Temperature,
hydraTon,
sweat,
blood
sugar,
lacTc
acid,
electrolytes
and
other
biomarkers.
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54

55. Health
• Disposable
skin
patches,
like
ordinary
adhesive
bandages,
with
NFC
biosensors
will
simplify
diagnosTcs
(temperature,
blood
sugar
for
diabetes
monitoring,
and
drug
delivery).
• Obtaining
sensor
informaTon
is
as
easy
as
sTcking
on
a
smart
skin
patch,
then
reading
it
with
your
NFC
device
or
smartphone.
• Wearable
sensors
can
also
be
used
for
monitoring
environmental
condiTons
such
as
UV
exposure,
and
physiological
condiTons
such
as
sweat
and
skin
moisture
levels
which
can
send
informaTon
directly
to
your
smartphone.
What other skin/body sensors are possible/useful?
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55

56. What
ExpectaTons
Do
You
Have
That
Will
Create
the
Future?
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56

57. A
Day
in
the
Life
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57

58. Mobile
and
Context
• Ginormous
Data
à
sensors
give
it
to
us
• Cloud
stores
it
for
us
• Mobile
gives
us
access
to
it
• SophisTcated
algorithms
to
process
and
extract
informaTon
and
knowledge
from
the
data
– 3rd
party
analysis
modules
in
the
cloud
• Our
soFware
must
be
more
integrated,
connected,
predicTve
and
anTcipatory
• Not
only
#MobileResponsive,
but
#ContextResponsive
©
2014
XBOSoF,
Inc.-­‐
All
Rights
Reserved.
58

59. What
will
be
criTcal
factors
of
Mobile
UX
Wearable
success?
• ApplicaTon
integraTon
• AnTcipaTon
without
creepiness
– Knowledge
from
data
– Data
integraTon
from
many
sources
• Trust
and
security
– Sharing
– Ownership
– Permission
©
2014
XBOSoF,
Inc.-­‐
All
Rights
Reserved.
59

60. Thanks
QuesTons
and
Answers
Please fill out an evaluation form
and drop it in the collection basket
located at the back of the room.
Philip Lew
@philiplew
philip.lew@xbosoft.com
Some resources: http://www.xbosoft.com/knowledge_center/
www.xbosoft.com