Why people don't use mobile applications

Today's focus: Survey: Why people don't use mobile applications

By Keith Shaw

Anyone who has used a mobile device knows that wireless data services and mobile applications continue to be disappointing and frustrating for end users. To delve deeper into the reasons why users are frustrated, Action Engine conducted a mobile usability study to learn more about the user experience.

Not surprising, 64% of mobile data services users found the experience of searching the Web on a mobile phone was disappointing or somewhat disappointing. Further, respondents said time-consuming data entry and slow response times were the most frustrating aspects of using data services on a mobile phone, Action Engine says.

The company sent an e-mail survey to 120 people who had previously expressed interest in Action Engine's data services offerings. Respondents were from North America, Europe, the Middle East, and Asia-Pacific regions, with 74% male and 26% female. Most (43%) were between the ages of 30-39.

When asked whether they used their mobile phone to access applications like news, weather, sports, and the mobile browser, 34% said they didn't, despite faster networks and the number of mobile phones that include an Internet browser.

The company then asked those users the main reason why they don't access the mobile applications. Cost was the main reason, with 46% saying the apps were too expensive. Applications that are too complex to operate and access came in second, with 28%. Only 2% said that they weren't interested in any of the services offered, which suggests that if carriers could reduce the cost and make them easier to use, then usage would grow.

The survey also asked that if they did use mobile applications such as news and weather on their phone, how often would they access them? Most said they would access them 2-5 times during the week (43%), with 27% saying they would access them several times per day. A huge number (93%) would access them at least once a week.

Another interesting question was the types of mobile applications users want. Topping the list is news and weather (86% showed an interest), with travel, maps and driving directions coming in a close second at 81%. Communications such as e-mail or instant messaging applications garnered 75% interest, and then information applications, such as city guides or directories, came in with 74% interest from responders.

Despite a lot of hype from carriers, multimedia applications such as music downloads and television has generated low interest from users (only 39% said they were interested). However, it's possible that the cost factor is at issue here, along with unfamiliarity with the services. Other low-scoring applications included sports (unknown whether this means watching a sporting event, playing a sports event or using the cell phone in a sporting event - see story <http://www.networkworld.com/news/2005/091205widernet.html?rl> ), games (34% interest), shopping/eBay (23%) and financial applications (stocks and financial news) with only 28% interest.

The complete study can be downloaded from Action Engine's Web site <http://www.actionengine.com/docs/Usability_Study.pdf>.