Abstract
As the variety of mobile services increases, the uses of mobile communications become more diverse and the control of service quality from a user experience perspective becomes increasingly important in mobile service design. The quality of the network is one of the critical factors determining mobile service quality. However, quality has mainly been evaluated in objective physical terms, such as delay reduction and increased bandwidth. It is less common to use a human-centered design viewpoint to improve network performance. In this paper, we discuss a waiting-time filler delivery system that actively addresses the human factor to improve the subjective quality of a mobile network. The main contribution of this paper is to quantitatively show the effect of time fillers on waiting. Field experiments show that time fillers can significantly decrease user dissatisfaction with waiting, but that this effect is strongly influenced by user preferences concerning content.
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