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“Mobile is becoming not only the new digital hub, but also the bridge to the physical world. That’s why mobile will affect more than just your physical operations – it will transform your entire business.”- Thomas Hussan, VP and Principal Analyst Forrester Research
Internet usage on mobile devices has out paced desktop as of early 2014.
Number of Global Users (Millions)
I HEAR YA PHASEBLUE BEGINS PAYING
ATTENTION AND ACTUALLY LISTENING TO ANNA’S NEEDS.
I NEEDSIMPLE.
OK!
AWESOMENESS PHASE
ANNA FEELS HEARD AND REALLY DIGS BEING WITH BLUE.
AWKWARD PHASEANNA HAS HIGH
EXPECTATIONS, BUT BLUE IS FOCUSED ON MORE “IMPORTANT”
THINGS.
• Impact
• Planning (budget, team)
• Reporting & Governance
• Agile vs. Waterfall
• Manual vs. Automation
• Technical Architecture
Quality Strategy
Building a comprehensive, personalized, and holistic mobile communication strategy to align with your consumer journey is imperative to success
Consumer
SocialApps/
Mobile
Web
Acquire Welcome Engage Retain
ü App downloadü Account set upü Communication
opt in
ü Onboard new userü Intro to the appü How to use the
app
ü Maintain usageü Begin engagementü Drive
utilization
ü Mobile as primary source of communication
Let your consumers take you wherever they go.
BE DOHUMAN LISTEN, BUILD EMPATHY
CONSUMER ADVISORY BOARD
HOLISTIC THINK ABOUT EXPERIENCESMOBILE CONNECTION/INTEGRATION TO OTHER STRATEGIES
BOLD CREATE A COMPELLING VISIONJOURNEY
CO-CREATIVE DESIGN WITH STAKEHOLDERS + CONSUMERSCX CENTER OF EXCELLENCE
AGILE TEST + LEARN + ITERATEACCELERATOR
Future-enablingNo one knows what “device” we’ll be using in 3 years, but we know the way it will
communicate.
• Native vs. Responsive
• What to test
• Architecture (web services, integrations)
• Device Configurations
• Automation Platforms & Strategy
• Performance Testing
• UAT
Quality Practices