Right Here, Right Now—Consumer Expectations

Customer lifestyles, careers, families, and expectations as a whole are drastically changing the way enterprise players are viewing the marketplace for goods and services. The “speed of change” is not just asking, but demanding, that producers of goods and services react to consumers’ demand for anywhere, anytime services. Our customers are working longer hours, traveling more (for business and pleasure), needing to meet tighter deadlines, and basically not taking “no” for an answer. Mobility is certainly not the answer to all those customer needs and wants. But, it is offering solutions to problems and questions that could not be answered some years ago.

The Device as a Personality Extension
As human beings, we naturally want to be liked by our friends, coworkers, family, and in general anyone we meet. It’s an inherent need of humankind to appear attractive and have a personality that people enjoy being around. Mobile device manufacturers understand that need and recently have applied those attributes to the design of their products. Since the dawn of the first mobile phone, or first generation analog phones (see Chapter 4), the only purpose of the mobile device was simply to make a phone call. Frankly, that’s about all the analog phone could do at the time! Devices were large, bulky, and not terribly easy to lug around, not to mention rather unattractive. Generally, users did not carry their phones on their person for 15 hours a day or more as we do today. It simply wasn’t practical to do so. In addition, most people looked at you rather strangely if you carried a huge phone on your belt all day long or during meetings.

All that has changed, however, since mobile devices have shrunk to a size smaller than a wallet. Mobile devices have also grown in usage to an alarming extent. A recent study indicated that the number of mobile
phones in Sweden outnumbered the number of wired phones! The fact that the usage of mobile technology has grown at such an enormous rate and that users now carry their mobile devices almost 24 hours a day presents new opportunities to design devices as an extension of our personalities. A peek at any of the popular device manufacturer Web sites will give you a small idea at the diverse selection of colors, sizes, and styles of mobile phones and mobile devices available. Whether you like red phones, blue phones, flip phones, or color phones, not to mention PDAs and any number of wireless devices, a new market has been opened up through a new art form through mobile device design.

Taken From : Enterprise Guide to Gaining Business Value from Mobile Technologies

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