Technology Acceptance Model for Mobile Services as a Design Framework - Human-Computer Interaction and Innovation in Handheld, Mobile and Wearable Technologies - page 88

The following list gives some ideas where the
value can be found:

• Users appreciate personally and contextu-

ally relevant information and services but
they do not want to expend effort on setting
up the personalization. Context-awareness
can be utilized in providing the users with
easy access to situationally relevant infor-
mation and services.

• Mobile devices are above all personal com-

munication devices. Key values include
personally relevant and interesting content
and communication. The communication
value can be related to communication-
based services such as discussion groups,
but it may also be related to the possibility
to spice up the service with user-generated
content.

• The services should be designed to fa-

cilitate momentary usage sessions on the
move.

• The services should support and adapt to

the growing variety of devices, networks
and technical infrastructures. • Mobile services need to provide the users

with topical information. If the informa-
tion is not topical, the user can have it else-
where and at other times.

Trust becomes increasingly important as
mobile services get more and more involved in
people's personal lives and as these services in-
creasingly collect, analyze and store personal data:

• Mobile services need to provide the user

with enough information. If the informa-
tion is not comprehensive, the user has to
get the rest of the information elsewhere,
and soon (s)he learns to go elsewhere in
the first place.

• It should be ensured that the user feels and

really is in control. This requires that the
user has a clear conception of the function-
ality of the service even if (s)he does not
need to know all the details.

• Seamless service entities support the user

throughout an activity, even from one ser-
vice to another and from one device to
another.

• The user needs information on the reliabil-

ity and accuracy of the service to be able
to assess in which usage contexts (s)he can
rely on the service.

• The usage needs are often occasional, even

if the service would be very useful in those
occasional usage situations. • The design should include strategies for

preventing, predicting and identifying er-
ror situations, informing the user about
them and providing him/her with guidance
on how to overcome the problem.

Perceived ease of use of mobile services has
been studied a lot, and several usability guidelines
are available. However, personalization, context-
awareness and on-the-move use still pose new
usability challenges. Key issues regarding ease
of use of mobile services include:

• The privacy of the user should be protected

even if the user would not require it. The
user should get clear feedback on which
personal data is collected, where it is stored
and who is using it and for what purposes. • A clear overview of the service entity,

fluent navigation on a small screen and
smooth user interaction with the service
are crucial, and their importance is empha-
sized with occasional usage needs and on-
the-move use.

Perceived ease of adoption becomes important
as mobile services may be available only locally
or in certain contexts. The user should be able to
easily identify, understand and take into use the
services: