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Figure 1. Technology acceptance model for mobile services, TAMM (Kaasinen, 2005)
intention to use. If the adoption phase is also seen
as being easy, people will start using the mobile
Internet (Figure 1).
By the time the user starts to use the mobile
Internet, s/he has certain expectations of it. If the
expectations are low, user experience may be good
even if the system is not perfect. People also
evaluate the value they experienced with the
mobile Internet, and that may overcome the pos-
sible difficulties and thereby make the user expe-
rience positive. So, although the mobile Internet
system might not be perfect yet, it does not mean
that the user experience has to be poor.
There are many elements that affect the user
experience, and the user experience is often
determined by the weakest link among these.
According to Hassenzahl and Tractinsky (2006),
the three main elements are the user's internal
state, the context of use, and the actual mobile
Internet system. The system, in turn, consists of
four main components in the case of the mobile
Internet: the device, the software needed to use
the Internet on the device, the network to transfer
the packages, and finally the services available
through the Internet (Figure 2). All these system
components may come from different parties,
making it challenging to provide a seamless user
experience.
The user's internal state affects user experi-
ence, as each user has a specific need, motivation,
Figure 2. Elements affecting user experience of the mobile Internet (adapted from Roto, 2006)
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