Archive | Mobile

Blog updates

I’m in the process of updating/redesigning the blog and the purpose is to create a clearer focus on digital transformation and innovation. Meanwhile… I am sorry for the mess, potentially broken links, empty pages, etc.

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Mobile moments drive digital

“What should we focus on? Mobile? Omnichannel? Web? Or perhaps Internet of Things?”

The question was raised in the last few weeks in my meetings with several insurance companies and banks in Sweden, the Netherlands, and the UK. I’ll give my view in a few short bullets.

  • Your digital strategy needs to address customer engagement (external), operational processes (internal), and business model transformation.
  • SMACT needs to be injected into your products and services: Social, Mobile, Analytics, Cloud, Things (IoT).
  • An omnichannel view is critical. It’s both physical and digital.
  • Size of screen is never a basis for strategic level solutioning. Assume you need to support them all (as well as Things without screens).
  • Users need and want access to your products and services on mobile devices, and the best solutions drive relevancy from context (location, past behavior, transactions, etc) and are best modeled using “Mobile moments”.
  • “Mobile moments” is a modeling approach designed by Forrester Research and if you want to go deep, the book’s name is “The Mobile Mindshift”. The key idea is identifying that particular moment/place in time when/where the user needs and wants, and then optimize the feature set around that moment/place. In many ways, “mobile moments” drive the digital solutioning agenda today.
  • Assume that it’s just a microsecond from the “mobile moment” until it hits the company’s processes, people, and platforms. Therefore, you can’t really separate external solutions from internal. They are always connected to each other.

So, there you have some of the pieces of the digital puzzle.

 

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Airlines, apps, and entertainment

I recently visited Microsoft in Seattle and want to share what I noticed on my way going there and back. I shot some photos and videos of the digital touchpoints and digital marketing offered by United Airline and Alaska Airlines. Mobile, apps, social media, and modern inflight entertainment… Check out the photos and video below.

Inflight entertainment. You pay $8 for your own personal tablet filled with movies, music, and games.

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Watching the Hobbit. Check out the napkin. All covered with digital touchpoints marketing.

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… and on the other side of the napkin: social media engagement.

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By the United Airlines gate: marketing of their apps.

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The latest folder about connecting to Wi-Fi and their personal device entertainment.

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… and not just Alaska Airlines uses their napkins to market their digital services, so does United.

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Mobile apps dominate Internet traffic

Last month was the first time ever that smartphone and tablet apps originated more Internet traffic than PCs (US data). In the article “Mobile apps overtake PC Internet usage in U.S” we learn that mobile devices originated 55% of Internet usage, which is interesting, but even more interesting is the fact that apps accounted for 47% vs 8% from mobile browsers. Clearly, users like to surf the web using a mobile browser but they prefer to go online using dedicated apps.

I am assuming most of this traffic is streaming media since traffic generated by streaming media grows almost exponentially. Streaming media apps are great examples to why native apps are most often better than their HTML-based siblings. Netflix, Spotify, Youtube, Viaplay… the snappiness and excellent user experience and user interface design in these apps are extremely difficult characteristics to achieve using HTML only. Furthermore, the most popular apps are designed to do a few things extremely well, they are not all over the map with radically different features and content. This scoping aspect sets the app apart from a Web solution which excels in browsing and spanning across a broader scope of features and content dressed up in Web.

To conclude… if your site doesn’t render well on phone or tablet, you need to start your journey to responsive web design. After that, if you want to enable a long lasting experience with your customers, in narrowly scoped and beautifully designed solutions, you also need to be present in the channel where there is most Internet traffic: mobile apps.

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