At One to One Travel and OTOinsights we have completed many projects for the likes of Vail Resorts, Busch Entertainment Corporation, Royal Caribbean and convention and visitor bureaus. We release this report as a service to the travel industry, in order to spur dialogue about the measurable value of optimized customer experience design
This webinar will present our customer experience research findings for the top 8 sites and focus on the booking processes, usability issues, and the design and branding.

Want to Attend our Webinar?

Thursday, May 13th, 2010

4pm GMT (11am ET)

7pm GMT (2pm ET)

If you are unable to attend either of these times, register today and access the archived event at your convenience!

About the Webinar
OTOinsights present our customer experience research findings for eight international travel sites, including Expedia, Travelocity, Thomas Cook, Opodo and Lastminute.com. Our research focuses on booking processes, usability issues, design and branding. Our research goal is to answer these questions:

• Who is winning (and losing) bookings in the online customer experience game?
• What are the good, the bad and the ugly features of key online travel sites?
• How critical is usability research and measurement in online booking?
• What best practices can be gleaned from this research and implemented within your own travel and tourism sit

Thinking about joining the webinar? Why not follow and comment on the action via the Twitter hashtag #travelCX. If you can’t follow the webinar live than try following the Twitter hashtag #travelCX aswell.

Follow us on Twitter @

The budget fashion retailer launched its new website with a host of new features, which it hopes will see it gain ground on market leader Primark, which is yet to launch a transactional site.

The new online store includes extended product ranges, and also features high resolution images and zoom functions.

One of the new features includes the ‘build-the-look’ application where consumers can play around with different looks, mixing and matching different combinations of products together.

More and more retailers are starting to capitalize on the benefits of having an online presence which is also a portal for customers to shop.

Internet World

Next week marks the beginning of Internet World, Europe’s longest running, and biggest annual event for digital marketing and online business.

From Tuesday 27^th – Thursday 29^th all those with an interest in digital, online and e-commerce will have an opportunity to talk and learn from the industry experts.

Visit OTOinsights

We will be exhibiting at Internet World, so why not visit us on Stand: E4070.

During the show we will be:

• Demonstrating our Neuromarketing know-how and technology (Quantemo)
• Ask the Expert – Our researchers will be on hand offering mini-expert reviews about your website, mobile app or widget

McDonald’s participated in a pilot campaign in Finland achieving a 7% click-through rate, while also driving consumers in-store.

The campaign delivered location-relevant mobile ads to users of the Nokia Ovi Maps application when they were within a certain distance of a McDonalds. The ad campaign ran a promotional offer from the chain which resulted in a 7% click-through rate.

Consumers who clicked on the McDonald’s mobile ads viewed promotion details and received driving or walking directions to the nearest store location.

Of the users who clicked through, 39% selected the click-to-navigate option, which offered drive-to or walk-to navigation to the nearest McDonald’s location using Nokia’s Ovi Maps navigation.

If these are problems or thoughts you have had in relation to your mobile phone offering, why not join OTOinsights for our webinar – The UX of Mobile Apps and Widgets.

In the webinar Dr Philip Rhodes will explore:

• The App Landscape
• Designing Apps
• App Journeys

We will also be sharing our experience and knowledge from a new study called ‘mobile insights’. Which will include details of research methodologies and techniques that can be used to understand the customer’s ‘informational landscape’ and explores how to make mobile applications not only ‘usable’ but also ‘engaging’ so that your customers want to use them time and time again.

To be part of the discussion please join us on Thursday 15^th April at either:

4pm GMT (11am EST)

7pm GMT (2pm EST)

Learn more about our mobile handset and app experience

Met office app review

London Underground Tube status app review

Motorola Dext handset review

BBC News app review

Google Finance app review

HTC Tatoo handset review

HTC Touch2 handset review

Sky Sports Live app review

Amazon app review

HTC Hero handset review

Australian Open app review

Rightmove app review

A survey by mobile retailer Purple Gossip has revealed that mobile phones are more important to UK consumers than laptops and iPods and are the most important gadgets to UK consumers.

Results from the survey revealed:

• 62% of respondents consider their mobile phone to be the most important gadget in their lives
• 60% of respondents cannot imagine what life would be like without their mobile phone
• 68% of respondents claimed that they felt at a loss when leaving their phone at home
• 16% of respondents said they can quite easily get by a mobile phone

Other findings from the survey:

• Handset usage has doubled in the last seven years
• 40% of respondents use their mobile phones for up to 3hrs a day
• Texting is the most popular and common use for mobile phones
• 38% of handset owners frequently use social networking applications

Looking at the mobile retail market, Juniper Research report that one-to-one marketing allied to the rapid proliferation of smartphones will be among the key drivers of a mobile retail market which they anticipate to exceed $12 billion by 2014.

The Juniper Research report found that the mobile retail sector would initially be dominated by coupons but noted that mobile advertising expenditure would exceed coupon redemption values by 2013 as digital adspend is increasingly transferred into the mobile space.

The report also showed that retailers and brands could benefit from new opportunities to engage with their customers through the growth of the mobile web, the availability of high speed mobile broadband networks, and the ever-growing usage of SMS.

Other findings from the Juniper report include:

• Mobile offers brands and retailers the ability to change campaigns quickly, and the ability to track the success and customer acquisition rates.
• Usage of the mobile in a live shopping situation can be particularly effective (i.e. product price comparisons)
• Mobile will be an effective channel for younger users who organise their lives around their mobile phones,
• Older demographic groups are likely to be less receptive to using their mobiles in a retail situation

Also there have been many surveys which are predicting big increases in the revenues of the mobile markets.

Another Juniper report predicts that web 2.0 mobile revenues are expected to reach $18.9 billion by 2014.

The primary market drivers for the increase are:

• Presence-enabled communities, i.e. mobile voice-over-IP (VoIP)
• Growth in the social Web (social networking, user-generated content (UGC) and mobile dating, chat & professional applications)
• Geolocation

The report found that despite the challenge of monetising Web 2.0 for online service providers, there are still numerous opportunities in the mobile market based around:

• Advertising
• Messaging
• Premium services
• Virtual economies
• Strategic micro-billing capability of mobile

Other key findings included:

Off-portal applications and OTT (over-the-top) services – such as mobile IM and VoIP, SMS and social network-based ‘in-mail’ – represent a significant threat to operator revenues Smartphones, app storefronts, and Web 2.0 applications are driving demand for cloud computing, and innovation in the service delivery environment – including Telecom Web Services, open APIs, and PaaS (platform as a service) and SaaS (software as a service).

Bit while there are threats to mobile revenues Juniper Research also reports that the value of presence based Mobile Web 2.0 services will increase to more than $6 billion by 2012.

The report stated that revenues from presence-based services were currently almost exclusively derived from operator-billed mobile IM accounts and that increasing smartphone penetration in developed markets, allied to rising global usage of both on-net and off-net mobile IM (instant messaging) will help to drive this trend.

OTOinsights Mobile UX webinar
OTOinsights have an array of experience in the mobile and technology sector,  conducting research and developing products and online solutions for leading mobile and technology organisations.

Using our experience and knowledge we have created a study called ‘mobile insights’. Key points include:

• details of research methodologies and techniques that can be used to understand the customer’s ‘informational landscape’
• explores how to make mobile applications not only ‘usable’ but also ‘engaging’ so that your customers want to use them time and time again.

If you would like to share in this piece of research than please join us on Thursday 15^th April at either:

4pm GMT (11am EST)

7pm GMT (2pm EST)

Yahoo! claims its “APPetite study” highlights the need for the mobile internet experience to reflect that of a PC, in order for that experience to be considered useful.

The research found that marketers wishing to engage with users online have to consider the quality of their online presence on mobile, as 44% of mobile internet users who had a poor brand experience blamed the brand over the mobile network.

As mobile apps continue to be come more popular, the research showed that while apps were driving usage and boosted brand innovation, long-term mobile engagement depended on optimised mobile internet experiences.

OTOinsights Mobile UX webinar
OTOinsights have an array of experience in the mobile and technology sector,  conducting research and developing products and online solutions for leading mobile and technology organisations.

Using our experience and knowledge we have created a study called ‘mobile insights’. Key points include:

• details of research methodologies and techniques that can be used to understand the customer’s ‘informational landscape’
• explores how to make mobile applications not only ‘usable’ but also ‘engaging’ so that your customers want to use them time and time again.

If you would like to share in this piece of research than please join us on Thursday 15^th April at either:

4pm GMT (11am EST)

7pm GMT (2pm EST)

DO YOU HAVE AN INTEREST IN MOBILE?

If so why not attend the OTOinsights ‘Mobile UX applications and widgets’ Webinar taking place Thursday 15th April, to register click below:

4pm GMT (11am EST)

7pm GMT (2pm EST)

More than 1 in 10 mobile subscribers will either have a ticket delivered to their mobile phone or buy a ticket with their phone by 2014, representing a five-fold growth over the next five years, according to the research.

Key findings from the report include:

• Europe, Far East & China & North America regions are all forecast to see double digit penetration by 2014
• Growth constraints include multiple ticket scheme environments such as certain transport markets, with their potential resulting user issues such as support and help

The potential for rail, metro & bus mobile ticketing is shown by early adopter market hotspots such as Japan, Scandinavia and Austria. Global impetus is being added by the rapidly growing number of airlines offering not only mobile boarding passes but ticket booking and payment as well.

Beyond transport, mobile ticketing is already seeing traction across a wide range of sporting and entertainment venues including baseball, concerts and movies.

DO YOU HAVE AN INTEREST IN MOBILE?

If so why not attend the OTOinsights ‘Mobile UX applications and widgets’ Webinar taking place Thursday 15th April, to register click below:

4pm GMT (11am EST)

7pm GMT (2pm EST)

Talk Talk, who had been vocally against the bill ever since it was first proposed, has announced that it will not follow the more draconian aspects of the law.

In an official blog post by the company, it says that it will fight in court any attempt to force it to do things it feels are unwise, and will continue to fight against the law politically. In its blog, the company states:

“After the election we will resume highlighting the substantial dangers inherent in the proposals and that the hoped for benefits in legitimate sales will not materialise as filesharers will simply switch to other undetectable methods to get content for free.

In the meantime we stand by our pledges to our customers:

Unless we are served with a court order we will never surrender a customer’s details to rightsholders. We are the only major ISP to have taken this stance and we will maintain it.

If we are instructed to disconnect an account due to alleged copyright infringement we will refuse to do so and tell the rightsholders we’ll see them in court.”

]]> http://www.fhiosinsights.com/?feed=rss2&p=1751 0 http://www.fhiosinsights.com/?p=1742 http://www.fhiosinsights.com/?p=1742#comments Mon, 12 Apr 2010 10:06:29 +0000 Andrew Horsfall http://www.fhiosinsights.com/?p=1742 A report by mobile phone operator Orange has looked into the usage patterns of its customers to provide insight into consumer habits and behaviours in the digital world.

Findings reveal that whilst the consumption of mobile data continues to increase, there are interesting differences between men and women on what they use their handsets for.

• Nearly 2 million Orange customers use social networking on their handsets, with men viewing on average 33% more pages then women
• Orange customers aged 60+ are the second largest age group to text from abroad, with women in this age group sending 48% more messages than men
• 75% of mobile videos downloaded from Orange are by men, with males also the predominant users of  Orange’s mobile internet portal

Key findings from the report include:

Mobile Social Networking
The popularity of social networking sites continues to soar, with men more likely to spend time, and view more pages, to keep up-to-date with friends’ news, status updates and pictures. As well as accounting for 64% of unique users, men also view 33% more pages than women on social networking sites overall.

The report also reveals that:

• Nearly two million Orange customers now use their handsets for social networking
• Over one billion page impressions on social networking sites are made via mobile each month

Mobile Internet
Men use their mobile phones more regularly than women to keep up-to-date with the latest sporting news. This explains why Saturday is the most popular day for customers to use the mobile internet.  Sport updates are also driving mobile internet traffic with men accounting for 57% of customers accessing Orange World.

The report aslo revealed that:

• Orange’s mobile internet portal, receives over 3.4 million users per month
• Celebrities are the most searched for term by customers

Mobile TV and Video
Sport is the main driver for mobile TV viewing and is more popular with men than women. In total, sports accounts for 50% of mobile TV content consumed, with Sky Sports 1 being the most popular mobile TV channel, attracting 24% of users.

With the increasing adoption of smartphone technology, more people than ever before are experimenting with new services. It seems that men are leading the way – accounting for 75% of mobile videos and 71% of mobile TV clips purchased. This content, usually quirky or comical and is often viewed to pass the time whilst traveling.

Mobile Gaming
Whilst mobile gaming is enjoyed by both genders, the findings reveal that men like time-related challenges such as Tetris, whereas women prefer strategic games with less time pressure such as SIMS and Monopoly.  Interestingly:

• Sunday is the most popular day for downloading games
• Orange customers downloaded nearly 650,000 games in three months

SMS / MMS and Mobile Data
With on average 63 million SMS messages sent every day – texting is still as popular as ever. The latest report reveals that women send more text and picture messages than men to keep in touch with friends and family. Also the difference between the numbers of picture messages sent between men and women increases with age – with women over 60 years old sending 48% more than men in the same age group.

The consumption of mobile data also continues to grow, with over 5.34 million customers now using Orange 3G mobile handsets and/or dongles, and over 435,000 gigabytes of data being used per month.

OTOinsights Mobile UX webinar
OTOinsights have an array of experience in the mobile and technology sector,  conducting research and developing products and online solutions for leading mobile and technology organisations.

Using our experience and knowledge we have created a study called ‘mobile insights’. Key points include:

• details of research methodologies and techniques that can be used to understand the customer’s ‘informational landscape’
• explores how to make mobile applications not only ‘usable’ but also ‘engaging’ so that your customers want to use them time and time again.

If you would like to share in this piece of research than please join us on Thursday 15^th April at either:

4pm GMT (11am EST)

7pm GMT (2pm EST)