Mobile User Experience Charter

The mobile user experience is frequently compromised by technology complexity. Go-to-market strategies for new products and services must put the consumer first and include more comprehensive market education, training and support solutions, allowing end-users to access the services they need first time, every time and without disruption.

Problem prevention is the new problem management. A better understanding of the user experience, from QA Analysis through to post-sale customer care audits, will help to mitigate continuing support issues and enhance the user experience.

The way in which mobile end-users source devices, share and consume content and connect to services is changing. The industry must adopt best practices to accommodate this new behavior and deliver a consistent user experience no matter what the origin of product, service, or connection type.

Customer care and all related support services must not be viewed as an OPEX drain and final frontier in the end-user relationship. Instead such support environments must be recognized as fertile grounds for changing user behavior, driving more profitable usage patterns and championing UEO strategies across the organization.

A chasm is forming between the wants and needs of the mobile operator, the device manufacturer and the service / content provider. This misalignment is damaging to the user experience and must be closed in order to deliver compelling mobile data services that meet end users’ expectations for service and quality.