This decade has been distinguished by a dramatic rise in the availability andpower of mobile computing devices and the networks to which they are connected.As a consequence, mobile users today no longer rely on text messaging servicesalone to find information, though this does not spell disaster for such services. Bythinking to how ChaCha can support contexts of use that current informationpathways do not support and how ChaCha can improve its service in other, morefundamental, ways, the company can carve a new niche and build its brand in thisnew age of powerful mobile computing.Our team conducted a diary study of four mobile phone users over the courseof twelve days. We asked our participants to complete an online survey after eachtime ChaCha was used. Daily reminders were sent to the participants via text inorder to keep them on task. In all, twenty-one responses were gathered, from whichproblems and requirements were obtained that informed our concepts for design.We found the following:1)
Users are displeased with
and even scared by
advertisements andunsolicited surveys from ChaCha.2)
Users are currently dissatisfied with the accuracy of ChaCha.3)
Error recovery in instances of wrong answers is poor.a.
If the system responds incorrectly, how can a user rephrase aquestion such that the system will respond with an answer that ismeaningful to him/her?b.
How can error recovery be optimized to lessen user frustration?i.
“[I]t would have been too much of a hassle to go back through
ocess and ask.” –
While ChaCha currently does not support any communicative means otherthan text, users still try to use ChaCha while driving, despite its provendangers.