The paradoxes of smartphone use: Understanding the user experience in today's connected world

We use a paradox approach (Mick & Fournier) to explore how consumers use and experience their smartphones. To do so, we use a mixed method approach where we interviewed 28 participants across seven focus groups to learn more about when and how they used their smartphones. Participants reported many tensions with regard to their smartphone use, from which we derived one overarching paradox and five specific paradoxes, including two new paradoxes. To support and extend our qualitative findings, we also administered a questionnaire examining the proposed paradoxes and their possible connections to important consumer consequences such as ambivalence, attachment, and well-being. Overall, we found evidence of a push and pull (or ambivalent) relationship between participants and their smartphones. Specifically, its great functionality and reliability make the connection cherished, but this ongoing reliance takes away the very same things it was meant to help build.