Forrester writer, Ted Schadler, pens an excellent summary of what “mobile first” really means. For anyone engaged with mobile, this article is worth your time.
Some highlights:
Mobile is not just another channel. It is the most important channel for customer engagement. So Design for mobile first! starts with business design.
Mastering Mobile Engagement:
- Understand what your customers are trying to accomplish in their moments of need.
- Design your business services to intersect your customer’s daily life or work.
- Design your systems of engagement to deliver a task-oriented service experience.
- Design and operate your mobile app to help customers take the next most likely action.
Designing for mobile first means way more than HTML5 versus native apps. It’s more about designing the business for mobile service. And it’s hard to do, but it’s worth it. Need proof? USAA saw its mobile transaction volume soar from a projected 20 million per month to an actual 120 million per month because of its success in serving customers on their smartphones with mobile check deposits and other banking services. That’s goodness.
Here’s the link to the article.
