Designing useful mobile services for Africa

Last week, we announced a suite of SMS services in Uganda, a country where someone's first experience of the Internet is far more likely to be on a mobile device rather than a PC. We are really excited about this project in part because it is the result of more than a year of true user-centered research and design. We knew we wanted to build useful mobile services tailored to the needs of people in sub-Saharan Africa, but how could we find out what people want from the Internet when they don't have access to it already? What would people who had never used search before want to search for if we gave them a mobile phone and said "Ask any question you like"?

In early 2008 we set out with colleagues from Google.org, Grameen Applab and MTN (a network carrier in Uganda) with this challenge in mind. Our research needed to be able to assess the feasibility of delivering information via mobile in Uganda as well as evaluate the content "appetites" of local people. Since no search engine existed for testing, we did the next best thing: We decided to mimic the experience of using a search engine using human experts.

First, we trained a multilingual team to act as user researchers in 17 carefully selected locations across the country. In each place, they introduced themselves to a cross section of people they met and invited them to participate in a free study that would help create useful services for Ugandans. If the person agreed, the researcher handed them a mobile phone and encouraged them to write a text message containing a question they wanted to know the answer to. (If people had their own phone, we reimbursed them with phone credit.) The text message was then routed to a control room we'd set up in Kampala where a human expert read the text message, typed a response, and sent it back via SMS to the person who asked the question. In the meantime, the interviewer observed and recorded the participant's user experience. This allowed us to record rich qualitative data from hundreds of interviews in just a few days, and to collect quantitative data from hundreds of search queries.

Trying mobile search for the first time

Last week's launch of SMS services in Uganda is the direct result of this research — it's based on listening to what people want and finding a way to get it to them. Our research enabled us to observe first-hand how people instinctively wanted to interact with a mobile phone. We let people select the language they wanted to use. We gained deep insights into the way people formulate their questions and what questions really matter to them. On top of that, we saw the excitement on people's faces when they got their first-ever search results, and we realized that some of the information we could deliver to these users, such as health information, has the power to truly change lives. These new services in Uganda are just one step on the path to providing information to people who have little or no access to the web. This research will help us as we continue to develop more services to increase access to information all around the world.

Posted by Sian Townsend, Mobile User Experience Researcher, and Charles Warren, Mobile User Experience Design Manager

Extending Google services in Africa

At Google we seek to serve a broad base of people — not only those who can afford to access the Internet from the convenience of their workplace or with a computer at home. It's important to reach users wherever they are, with the information they need, in areas with the greatest information poverty. In many places around the world, people look to their phones, rather than their computers, to find information they need in their daily lives. This is especially true in Africa, which has the world’s highest mobile growth rate and where mobile phone penetration is six times Internet penetration. One-third of the population owns a mobile phone and many more have access to one.

Most mobile devices in Africa only have voice and SMS capabilities, and so we are focusing our technological efforts in that continent on SMS. Today, we are announcing Google SMS, a suite of mobile applications which will allow people to access information, via SMS, on a diverse number of topics including health and agriculture tips, news, local weather, sports, and more. The suite also includes Google Trader, a SMS-based “marketplace” application that helps buyers and sellers find each other. People can find, "sell" or "buy" any type of product or service, from used cars and mobile phones to crops, livestock and jobs.

We are particularly excited about Google SMS Tips, an SMS-based query-and-answer service that enables a mobile phone user to have a web search-like experience. You enter a free form text query, and Google's algorithms restructure the query to identify keywords, search a database to identify relevant answers, and return the most relevant answer.

Both Google SMS Tips and Google Trader represent the fruits of unique partnerships among Google, the Grameen Foundation, MTN Uganda and local organizations*. We worked closely together as part of Grameen Foundation's Application Laboratory to understand information needs and gaps, develop locally relevant and actionable content, rapidly test prototypes, and conduct multi-month pilots with the people who will eventually use the applications have truly been a global effort, and created with Ugandans, for Ugandans.

We're just beginning. We can do a lot more to improve search quality and the breadth — and depth — of content on Google SMS, especially on Tips and Trader. Google SMS is by no means a finished product, but that's what's both exciting and challenging about this endeavor.

Meanwhile, if you're curious about what Google is doing in Africa, learn more at the Google Africa Blog.

Update: Corrected link to YouTube video for "rapidly test prototypes".
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*BROSDI, (Busoga Rural Open Source and Development Initiative), Straight Talk Foundation, Marie Stopes Uganda.

Posted by Joe Mucheru, Head of Google Sub-Saharan Africa, & Fiona Lee, Africa Project Manager