Mind Commerce: Public Access WLAN Usability 2004

Public Access WLAN Usability 2004

Published: July 2004
53 pages
Author: Zaga Novakovic

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$ 995 US

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$ 2,995 US

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Summary

Written by leading public access WLAN expert, Zaga Novakovic, Public Access WLAN Usability 2004 represents ground breaking research from Mind Commerce. This report is the only research of its type to evaluate the “usability” of public access WLAN or WiFi hotspot provider service offerings.

The research focuses primarily on the following usability criteria:

Access
User Friendliness
Ease of log-on
Security
Speed (relative to number of users/load)
Price
Customer service

The study evaluates each of the hotspot provider service offerings on a scale of 1 (low) to 5 (high) for each attribute, provides an overall quantitative “grade” for each service, supporting discussion and comments, as well as appropriate praise and constructive criticism. The report also compares and contrasts the findings for each public access WLAN service provider studied including leading hotspot providers T-Mobile, Wayport, Boingo, Hotspotzz, Surf and Sip, Café.com, STSN, iPass, and even an illustrative “free” service provider, Panera Bread. The study also includes an evaluation of the hotspot usage patterns by travelers within the United States as well as a summary grading and comparing each hotspot provider to one another.

This report compares the “usability” of various hotspot providers’ service offerings. What we found will surprise you!! As with her breakthrough research, Public Access WLAN Case Studies 2004, Zaga uses a combination of primary research, observation, qualitative analysis, and expert evaluation to support her very valuable and insightful evaluation and recommendations. Zaga conducted the primary research component of this study by personally visiting the hotspot venues, using the service herself, as well as conducting on-site interviews with other hotspot customers. While the two reports are an excellent complement to one another, the usability report will be of particular interest to the following groups:

Hotspot service providers, equipment, software and support suppliers
Venue and hotspot hosts such as coffee shops, hotels, etc.
Companies making decisions about how to support their mobile work force
Investors in the hotspot equipment, software, and services industry

Table of Contents

INTRODUCTION

EXECUTIVE SUMMARY

COMPARING ACCESS
User-friendliness
Ease of Log-on
Security
Speed/number of users
Price

CUSTOMER SERVICE
T-Mobile
T-Mobile Hotspots
T-Mobile Subscription/Access Options
Ease of Log-In
User-Friendliness
Security
Speed
Seating/environment
Price
Customer Service
Branding
Prediction

WAYPORT
Wayport Hotspots
Wayport Subscription/Access Options
Ease of Log-In
User-Friendliness
Security
Speed
Seating/Environment
Price
Customer Service
Branding
Prediction

BOINGO
Boingo Hotspots
Boingo Subscription/Access Options
Ease of Log-In
User-Friendliness
Security
Speed
Number of Users
Seating/Environment
Price
Customer Service
Branding/Marketing
Prediction

HOTSPOTZZ (FORMERLY WIFI METRO)
Hotspotzz Hotspots
Hotspotzz Subscription/Access Options
Ease of Log-In
User-Friendliness
Security
Speed
Number of Users
Price
Branding
Customer Service
Prediction

SURF AND SIP
Surf and Sip Hotspots
Surf and Sip Subscription/Access Options
Ease of Log-In
User-Friendliness
Security
Speed
Number of Users
Environment/Seating
Price
Branding
Customer Service
Prediction

FATPORT
FatPort Hotspots
FatPort Subscription/Access Options

CAFÉ.COM
Café.com Hotspots
Café.com Subscription/Access Options

PANERA BREAD COMPANY
Panera Hotspots
Panera Subscription/Access Options
Ease of Log-In
User-Friendliness
Security
Speed
Number of Users
Seating/environment
Price
Branding
Prediction

STSN
STSN Hotspots
STSN Subscription/Access Options
Ease of Log-In
User-Friendliness
Security
Speed
Number of Users
Seating/Environment
Price
Customer Service
Prediction

IPASS
iPass Hotspots
Ease of Log-In
User-Friendliness
Security
Speed
Number of Users
Seating/environment
Customer Service
Branding
Prediction

HOT SPOT USAGE PATTERNS IN THE UNITED STATES
Travelers
Business Travel Patterns in the United States
Where Do They Travel?
Summary

ABOUT THE AUTHOR

Note: Company-wide license includes any further 2004 updates to this report.

About the Author

Zaga Novakovic
Now an independent consultant, Zaga previously worked with Ericsson for 6 years as Senior Product Manager for 3G and Business Development Manager for packet data in which she has engaged in forecasting, product development, 3G business strategy development, fraud prevention and developed business in the areas of WLAN and AAA. She has worked closely with operators all over the world, particularly in Asia and Latin America. Zaga is also a published author in various industry periodicals including Telecommunications International, Telecommunications the Americas, and USA Today.

Zaga is available to answer questions and offer related consulting and training as well as independent and customized research. Zaga@MindCommerce.com

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