Wireless Informatics Forum

Unlike other technologies, mobile experiences simply don’t scale. A piece of mobile content that works on one device may not work, or be optimized, for another device even on the same carrier network, let alone a device in another country. Arguably, despite developments in form and functionality, the user experience has not evolved much in the last five years.

WDSGlobal runs specialized support centres for carriers, handset manufacturers and application / content providers around the world and this has allowed the company to analyze support trends and identify common usage barriers.

From its work with content providers, WDSGlobal has been able to compile a list of the common support issues and user experience failures that plague consumers. Interestingly, what the results demonstrate is that often it’s not just a question of technical barriers, but industry best practice to educate and guide the user to the most appropriate piece of content for their needs, device, tariff and carrier.

TOP THREE SUPPORT ISSUES

1) Can’t Find Content On The Handset: The consumer has downloaded content but is unable to locate it on the device.

2) Device Does Not Support: The consumer’s device does not support the content type.

3) Incorrect Configuration: The consumer’s handset contains incorrect data configuration settings, preventing downloads.

The findings, and recommendations for successfull mobile content delivery can be found by downloading the report here.