For a large number of applications, mobile devices offer a manifold variety of potentials to improve business processes. However, most projects still fail to be successful with regard to key performance indicators (KPI). There is a growing understanding that human computer interaction is a key factor for the successful use of mobile devices in practice. However, it is still unclear how interfaces can be designed according to the specific needs of a user applying mobile devices in a business context. In this study we show that user experience has a strong impact on efficient human computer interaction. We present the results of a usability study on a mobile tool for IT-Service technicians. The results show that (a) even low experienced users can achieve sufficient task performance with a usable tool and (b) that participants of all experience groups perform better in the field setting compared to the lab.
Vom Brocke, Jan; Thurnher, Bettina; and Winkler, Dietmar, "THE IMPACT OF USER EXPERIENCE ON HUMAN COMPUTER INTERACTION - RESULTS FROM A USABILITY STUDY" (2008). PACIS 2008 Proceedings. 235.