Mobile User Experience for Voice Services: A Theoretical Framework

Abstract

The purpose of this paper is to provide a “Mobile User Experience Framework for Voice services.” The rapid spread of mobile cellular technology within Africa has made it a prime vehicle for accessing services and content. The challenge remains to provide these services and information on the technology that the user already owns and is proficient in using. To this end voice as service and distribution mechanism for information is, ahead of SMS and USSD, the most ubiquitous channel of access as it is available on all mobile phone handsets. User experience has been linked to the uptake and engagement with technology and services. As such it becomes imperative to acknowledge mobile user experiences for voice services in order to provide an optimal engagement opportunity that would facilitate participation by end users.