While this video also sits in my Vodpod collection on the right side of this page, I wanted to highlight the video not for the design secrets it reveals (there really aren't any revelations in the video) but because of how it highlights the importance of an integrated hardware and software user experience. I find that positioning most interesting in light of the UI fragmentation concerns that persist around Android.

Earlier this month, several senators banded together to introduce the Early Termination Fee, Transparency and Fairness Act, intended to prevent wireless carriers from charging a penalty to consumers that is higher than the discount on the cell phone that the wireless company offers for entering into a multi-year contract. It's a good thing, since a recent research report from New Millenium Research indicates 58% of consumers 25-34 don't know when their contract-based wireless phone penalty ends. The number increases to 61 percent with consumers ages 35-44.

When two year contracts were introduced to cell phone customers, life was a lot simpler, because carriers could look at past consumer behavior as a model for future subsidization of handsets, and not much changed in voice for a couple of years. But today, even pre-paid phones have megapixel-rated cameras, BT and access to web email and IM. The high-end smartphones and broadband data sticks that are sold with all you can eat data may be a good value for the "fat kid at the front of the buffet" (thank you, Mark Cuban), but may seem a big leap economically for consumers who are trying to manage their monthly overhead in this recession.

It's only a matter of time until a low cost Android phone comes to market in the US, and the mobile web will be consumable on an a la carte basis, making it potentially accessible to the prepaid market. Since the app marketplace on Android wll be enabled with APIs for carrier billing by the end of the year, the new pricing model for value shoppers may really be DIY, where consumers put together the apps and services on their phone each month from a buffet of apps and web-based services that can be turned on or off monthly, or based on a level of prepaid credit.

Design it yourself can give the consumer a sense of control, both in terms of how they manage what they spend on, and what they value most in product capablities and usage. In the home improvement market, do -it-yourselfers devalue the expert laborer, and believe they save money in executing their remodel or fix-it project through their own sweat and hard work.  Consumers may devalue the fancy user interface designed by an HTC or Samsung but might pay for a low cost piece of hardware if it gives them higher utility phone that can support them in their moment of need. If I run out of gas, I'll pay in the moment to know if a service station is in walking distance. I may not be willing to pay the same amount for the right to access that service just in case I run out of gas.

Most prepaid customers don't know what they are missing and are content with what little they have because in the long run they feel the simplicity of their device experience gives them more control over their bill. Unexpected billable events are harder to come by when the device is limited in its capabilities.

Nexus One via TwitpicThe recent announcement that Google plans to deliver an unlocked mobile phone into the market sometime next year has been an encouraging sign for fans of the open operating system that finally wireless carriers won't be able to control what phones their service customers can use. Many feel as the Wall Street Journal technology columnist, Walt Mossberg does that carriers have been acting like "soviet ministries" as they intermediate between the consumer and the providers of the handsets they use to connect to the carrier networks.

Having launched the T-Mobile G1 as an executive with the company, I have a great affinity for the open Android platform. I appreciate that the Android marketplace enables garage developers to create magic as moonlighting inventors, and brings innovation to the masses through the power of the open programming interfaces and developer tools Google provides online.  But I also saw first hand the customers who, after downloading 10 random apps, wondered why their battery life halved or the screen seemed no longer responsive.

The open developer model has given anyone who can code access to consumers without an accompanying process to ensure they put quality product on the shelves, and as a result more developers step in and create solutions like Astro, an Android task manager to help manage processes, tasks and files that may impact your Android device's performance. Much like on my Windows PC, I find I am delighted to have such a tool and aggravated when I have to use it. It seems I rarely find myself on my iMac, iPod or iPhone worrying about multi-threaded processes or unresponsive programs. And for most consumers, that's one more thing to love about the Apple OS. Sure, it comes with the cost that I can't have apps running in the background on my iPhone, but my iPhone rarely hangs, crashes or has a radical change in the battery life with each new app I might download to it.

Ratings and reviews of apps in the open market are meant to help consumers, but I often wonder which reviewers to trust and whether one app offers the complete solution I need or a more usable interaction model for my tastes. In the case of Astro, several apps purport to do some or all of the capabilities. Some charge. I then wonder, will the quality be the same for the developer who isn't getting paid?Courtesy of Gizmodo Will they maintain the app? Will they support me if I have trouble? Will they care if the application doesn't work well with other applications I may download? And how will I know if they conflict until I download them. A reviewer of the application may not have the same things on their phone that I do, or want to use their phone as I do.

In a world where there are infinite ways to configure a phone with settings and application combos that meet any user's specific needs, the best solution a service rep can offer when a customer complains about their device's performance is to wipe it clean and start over. But facing that experience when you need to place a call and your phone is frozen is daunting. As an example, last night, my home screen theme application was corrupted and the home screen displayed a message compelling me to force it to close. After five times of doing that and not being able to break the cycle, I removed the battery and I removed the SIM. Neither action, both typically offered as the first cure by carrier care reps who don't know what apps I may have downloaded and configured, repaired the problem. The device seemed completely inaccessible and unusable. After a trip to the T-Mobile Forums and a hard reset, which removed all settings and personalizations,  I was able to make a call more than twenty minutes later. But now, which apps to re-load? How do I know what was the offending piece of code?

As geeky as I am, I still want things to just work, and I get frustrated when I use applications that allow me to do things I really shouldn't or require me to understand arcane technical jargon. And I don't have the time to fuss with bad design to engage and interact with a solution. The challenge with open is that everyone can play, but maybe for consumers that isn't always going to be a simple way to have compelling experiences.

Update on Monday, January 11, 2010 at 12:05PM by Gearhead Gal

My Nexus One arrived while I was at CES. Having launched the first Android device, the T-Mobile G1, as a VP of Product Development at T-Mobile, I have a particular insight into what Google values and doesn’t value about the existing business model for mobile phones. So I was particularly intrigued to see their unlocked phone experience. Under the banner of “do no evil” they represent that the company – and the Android team – know what’s best for consumers. But if they did, they would know that sending an auto-generated email response to a customer care issue that suggests that a service response will come within 72 hours is not a good consumer experience. While they do not have a recurring subscription relationship with the customer that the carriers do, their brand is on the device, the consumer bought the product from their web site, and they have a responsibility to provide the service level a $500+ product should deliver. The fact that a GREAT customer experience may have been triaged for launch is no excuse not to have at least a good one.

I also believe that the consumer does not know how to use or trust the “community” in the apps marketplace. Reviews and ratings mean nothing if they come from the gang of software hackers and pirates in collusion with the developer who published the app. Enabling apps to enter your phone that can steal personal data also doesn’t feel like it falls under the banner of “do no evil.”  For an open OS to be mainstream, the consumer MUST know where to place their trust.  Apparently GigaOM agrees...

There seems to be a raging debate in the mobile marketing arena about which will be the winning platform for mobile advertisers – the mobile application or the mobile web browser. I’d actually say it isn’t a fair fight.

Mobile applications should optimally use a process of integrating with the hardware and/or user interface of the software operating system, generally through application programming interfaces and a transaction engine or download manager, like the Apps Store or the Android Market. The browser, on the other hand, has limited direct access to hardware components (e.g, GPS, camera), yet depends on the software operating system for enablers like video playback. Browsers appear as a standalone application for retrieving and viewing standard web content on smartphones. The browser often requires a zoom-in to position content for reading, and different sites may or may not optimize page layout for a mobile experience, let alone for a particular device, screen size or aspect ratio. Apps tend to have a fixed layout purely intended for mobile display and can call a browser to support visualizing data outside the application UI.

The web provides a familiar metaphor to consumers for discovering content. App stores often have a merchandising architecture intended to promote new apps, top apps, of favorite apps. After that, a consumer must understand the categorization and information hierarchy to directly discover an app, so in either case search becomes the valuable solution.  It is possible from a web page to promote a downloadable app, and on Android devices there is a setting to enable downloadable apps from outside the device marketplace to have access to the device. In this case, a consumer might have an affinity with a brand, content or web service and see that there is solution to extend that relationship to their mobile device.  Added utility – capabilities enabled my the mobility of the user – can be a strong driver for a consumer to choose a mobile app.

For advertisers trying to leverage mobile, the notion that these two distinct user experiences require the same kind of consumer engagement is faulty.  The audience who doesn’t yet have an affinity for a brand won’t necessarily be motivated to discover an app on the shelf of the mobile device store unless it is highlighted and merchandised in the equivalent of a store “end-cap.”  Even though creating the mobile experience could be a tool to convert that consumer as a customer, it will not be enough to simply develop the app and get shelf space.  

First, an advertiser, publisher or content developer will need to determine the goal for their mobile experience – acquisition, loyalty, transactions, consumption – and then determine the right technical environment for accomplishing that goal.  If browser rendering can degrade an experience, then a mobile application can solve that. If there are hardware or application APIs that need to be leveraged, than an app will be better suited to integrate with them than the browser will.  If a mobile application is a desirable course of action, it does not mean that the mobile browser should be forgotten.  Consumers may still discover and engage with your brand through your website on their mobile device, and your application should at minimum be promoted, merchandised and supported through web pages, rendered in their device browser.

The initial choice for brands developing a mobile strategy shouldn’t be mobile application or mobile website. Mobile strategy must start with the consumer, and the relationship you hope to develop with them to engage with your brand. That likely leads to choosing to leverage both approaches.



I recently downloaded the new version of Bump for Android. It is billed as cross platform because you can bump an iPhone and myTouch and exchange files. On both phones, the app performs similarly, except for a few differences like the interaction with the menu being button driven on a myTouch. With the iPhone in my right hand and the myTouch in my left I could tap the two phones and make a photo move "magically" from the iPhone on which I took it to the Android powered device.via intomobile.com

It all works very much as merchandised, but the problem is without both phones having the app, there's no value. If my friend doesn't have the app downloaded, it's just as simple to attach the photo to an email and send it along. In that scenario, I don't have to wait for my friend to download the app and set up their profile so they can receive my file, which I would have to do if Bump wasn't on their phone already. And what if they don't have a phone with an app store? Couldn't I use Bluetooth to accomplish the same thing? Bump without ubiquitous "bump-ability" is like the sound of one hand clapping.

Which brings me to the problem with social apps.

Click here to read more

Smartphones have more advanced operating systems than regular feature phones, and app markets broaden their capabilities beyond what you find out of the box. Unfortunately, Android phone consumers will need a special geek decoder ring when entering the Android market, because there's nothing to keep the developer in the garage from showing their inner Vulcan.  And while we are on the topic of arcane messages, has RIM gotten rid of that "Send a PIN" option or the "Servicebook initializing" verbiage yet?

My LinkedIn Status. Hmmm...

Autofill helps me complete my search for "Am..." Huh?

So is this the benefit of "open development" we're hearing about lately? Does open development let developers feel they no longer need to cover up the sausage making? I am not sure that most consumers will appreciate having visibility to their code right from the very apps they want to use.

Update on Monday, October 19, 2009 at 11:05AM by Gearhead Gal

After seeing the "Droid Does" ads, I'm wondering what percentage of the general consumer population really understands the reason to care about "allowing open development" or "widgets".  Ask your friends who have an iPhone if they care, and then ask your friends who have a feature phone if they know what operating system it runs? While smartphone sales are growing, they still represent less than half of the mobile devices sold today. Are consumers who haven't bought a smartphone yet the ones who will appreciate the value proposition for an open OS? And will they want the risk that comes with letting bad designers and developers affect - and perhaps fatally alter - their phone's predictable user experience?

Update on Monday, October 19, 2009 at 12:27PM by Gearhead Gal

Does another brand gets sidewiped in the Droid march to market?