Watch the presentation on our YouTube channel:
http://www.slideshare.net/effectiveui/making-mobile-meaningful-ny-2013
Presented by Anthony Franco, president and founder
The art of creating mobile experiences that gain adoption and integrate with your digital ecosystem.
• How to develop a mobile strategy that integrates business, user and technology needs
• What mobile insights Forrester Research and EffectiveUI uncovered in their upcoming Technology Adoption Profile
• How to leverage your existing technology platforms for mobile development, while addressing security issues and other constraints
• What questions to ask and answer to arrive at the right mobile feature set for your users
• What other companies have done wrong, and right, to encourage mobile adoption
60. “You cannot escape the
responsibility of tomorrow by
evading it today.”
Abraham Lincoln
Thank you
Anthony Franco
President, Founder
@anthonyfranco
#effectiveui-mobile
Notes de l'éditeur
(1) Mobile Adoption: Choosing the right features and functionality for users on the go Amanda Gagliardi, Lead Experience Architect (with Kylie Wright-Ford) (2) Technology Integration: Leveraging existing platforms for mobile development Lucas Jordan, Senior Developer (with Mike McFadden)
We see brands throwing money at Mobile in two distinct areas right now... Either through marketing “ campaigns ” disguised as mobile apps or as transactional, customer service apps
Persuade = SELL YOUR CUSTOMERS Respond = SERVE YOUR CUSTOMERS
Branded apps should: Add convenience Offer unique value Provide social value Offer incentives Entertain
Examples of branded apps Geico “ Bro-Stache ” Taco Bell “ Nutrition Info, Find One, Play a game ” Heineken “ Clink Beers with your Buds ”
An app that meets this standard A highly engaging, valuable app for pregnant mothers This one by pampers has been touted all over “ our ” industry as a smashing success it is a pregnancy calendar to help parents know what their infant child may look like in womb week by week - 3D imagery of the baby - sounds recordings of the womb - share the calendar with friends
This highly engaging app - that is a benchmark for Branded apps If you ask Pamper ’ s Marketing dept, they met harvard ’ s qualifications: Convenience Unique Social Incentives Entertainment
apps that are designed to be useful, usable and desirable to people 1. the state or quality of being useful2. something useful; a useful thing “ The key to Walgreens and CVS ’ strong performance is that each provides an app with immediate actual utility ” USEFUL USABLE DESIRABLE
Examples of Utility Apps: They are products, not campaigns. Air Strip Monitor for OBGYNs TRowe Price Personal Retirement Account Status Wells Fargo Mobile Banking
The benchmark in utility apps - Dominos Pizza - order a pizza easily “ Our customers would like it to be easier to order pizza, how can we serve them ”
If you ask domino ’ s customers, this app meets all of Forbes ’ criteria note:30% of all Dominos pizza orders are now through digital channels
Let ’ s compare
Pampers: The business reason (create brand affinity) behind this app dictated Social ROI - the wrong motivation causes lasting, rippling damage to your brand
80% of branded apps are downloaded less than 1,000 times1% achieve 1,000,000 downloads1/3 of apps in the iTunes app store do not have a single download
At least in this issue, Harvard has it dead wrong - Harvard Business ’ Marketing professor had good intentions, but is giving brands bad guidance
“ To create great mobile experiences, companies must stop trying topersuade with apps and begin focusing on providing great service ” --- so awesome, how do we better serve our customers?
do you know what the leaders of IT think of the job they are doing? ---CLICK--- 58% think they are a good to excellent job ---CLICK--- when they are asked to evaluate how the other people in the organization think they are doing the number drops to 44%
worse, what is generally considered a good to excellent job? On Time, On Budget, In Scope
worse, what is generally considered a good to excellent job? On Time, On Budget, In Scope
I actually really hate this word - it is SO dehumanizing noun • a person who takes illegal drugs; a drug user: the drug causes long-term brain damage in users | a heroin user . • a person who manipulates others for personal gain: he was a gifted user of other people .
“ There are only 2 other businesses that call their customers ‘ users ’ .Drug dealers and Starbucks ”
and they are focused on the user among a thousand different and competing priorities SET UP MODERN PLUMBING SLIDE I show the following movie when I speak at large IT conventions...
We are a bunch of plumbers geeking out on how cool our pipes are, all the while, our customers are dying of thirst
Even our process in technology is backwards We view the customer experience as “ skin ” on the plumbing
to properly SERVE our customers, we need to flip how we model our programs
McGraw Hill - light bulb moment for me on why Mr. Jobs was so successful - HE WAS THE MAVEN IN HIS COMPANY - he didn ’ t “ build consensus ” - he ultimately was measured on the success or failure of his products YOU NEED SOMEONE MEASURED ON THE SUCCESS OF A PROGRAM WITH POWER AND AUTONOMY IN ORDER TO ENSURE THE PRODUCTS SUCCESS
I ’ m going to actually bring Steve back in to make this point too he is the exception that PROVES the rule -> EMPATHY
SELL -> BIG IDEA:design persuasive creative, build versions and A/B test until something worksServe -> CUSTOMER EMPATHY:understand your customer ’ s behavior and expectations then design to those needs
Campaigns are launched and 6 months later die Products are released, iterated, released, customer behavior studied, re-released optionality, optionality, optionality
Enterprises that have no business in gaming, publishing, social networks, try to get into that business - it is RARELY successful has huge risk associated with it Example of companies that do it right: RedBull Nike ---- but it is at the CORE of their brand - it is ingrained in their corporate culture It is not a hobby
This is an amazing and classic example of how we expect people to adapt to us There is no reason a customer would accept for why VMWare can ’ t build a mobile site, or at least use responsive design techniques on their existing one
people should not notice technology hollywood story
if we merely accomplish getting this guy off TV, this whole effort will be worth it Let ’ s stop requiring people to have “ Computer Skills ”
we expose our own business ’ lack of organization when we allow business stakeholders to be the sole driver of requirements
Increased conversion rates This is why most companies are driven to work on UX - it is perceived to be the lowest hanging fruit
Reduced hard costs we ’ ve had several large corporate initiatives that had a 6 month ROI solely from the paper and ink savings
Reduced support costs Linksys story (if time)
Increased employee efficiency This is most impactful for the applications we build for field sales enablement and repetitive task job like customer support, or company wide tasks like travel and expense systems
Reduced maintenance costs IBM ’ s own internal study shows that $1 spent in design saves between $10 and $100 in software development costs
Let ’ s learn from more traditional manufacturing processes EffectiveUI bridges the service gap between marketing and I.T.
(1) Mobile Adoption: Choosing the right features and functionality for users on the go Amanda Gagliardi, Lead Experience Architect (with Kylie Wright-Ford) (2) Technology Integration: Leveraging existing platforms for mobile development Lucas Jordan, Senior Developer (with Mike McFadden) - go get a drink and choose a side