I recently completed research for a platform independent application that can be accessed by the iPhone, PC and digital TV. What became apparent very quickly was that the harmony of the user experience across all platforms was not consistently positive as the application lacked continuity when viewed on different platforms e.g. the TV programme search did not perform or behave the same as the PC search, it was not as flexible. In addition, the handset used to control the TV programme selection proved cognitively challenging as the handset did not offer the standard affordances displayed on “standard” interactive TV handsets. To elicit positive emotional and behavioural responses we have to understand the ergonomics of the hardware that the application is accessed by. In addition, the user needs to understand the application and the relationship between each device and expects a positive user experience irrespective of the device through which the application is being accessed. Each platform has various affordances and capabilities, from buttons and icons that are ergonomically hardwired so there are limitations at each stage in the development process. None the less, the user expects the same level of consistency in the integrative quality of the elements. To create a consistent positive experience, the user expects to encounter the same level of consistency and interaction between the:
- Aesthetic style, brand and quality - does the product have an emotive visual tone of voice that appeals to younger or older audience segmentation? Is the design culturally meaningful?
- The story – the user needs to assimilate very quickly, what is the purpose of the service and its benefits? Can I use it?
- The performance and primary usage capabilities – the time taken to interact with the application via each platform and complete the primary tasks.
More research is required to identify and understand how the users would expect to manipulate the application using a TV remote control and mobile devices such as the iphone (which incidentally only supports the Safari browser agent). To provide a positive interaction and increase the brand credibility, the relationship between the TV remote and the TV interface has to offer good affordances to increase the efficiency of primary tasks such as searching and scheduling a programme. To maintain the positive user experience, the application should also offer the same level of continuity, functionality and flexibility in design so that the same level of satisfaction can be achieved across all devices.
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