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The paper describes an investigation into the relationship between in development expert assessment of user experience quality for mobile phones and subsequent usage figures. It gives an account of initial attempts to understand the correlation of a measure of quality across a range of mobile devices with usage data obtained from 1 million users. It outlines the initial indicative results obtained and how the approach was modified to be used to contribute to business strategy. The study shows that a lack of a good level of user experience quality is a barrier to adoption and use of mobile voice and infotainment services and outlines the learning that allowed the user experience team to build consensus within the team and with senior management stakeholders.
Fehnert et al. (Tue,) studied this question.