There is this great push for providing an excellent mobile user experience. However, these experiences are falling flat, to be quite honest. According to Elizabeth Rosenzweig, the principal usability consultant at Bentley University, part of this is due to the mobile user experience not being entirely through a mobile device. She expressed that it is part mobile and part desktop, forcing software professionals to take into consideration these two opposing experiences when creating a new app.
This can get complicated because the information provided is different. Providing a large amount of information on mobile is going to be too much, risking the user’s eminent frustration with the application. Providing too little and there is another kind of frustration.
Rosenzweig says that all too often, when the user begins to get frustrated with an application, they begin to lose trust in it as well. Wouldn’t it be great to get a message from the application that isn’t doing quite what we expected in that moment? Rosenzweig wishes that her navigation application would let her know why it chose a side road instead of a main road – perhaps there was traffic or an accident. Communication would build that trust, even during moments that these mistakes occur.
The mobile user experience is growing and becoming more sophisticated. As this continues, these apps will soon anticipate our needs, delivering us necessary information right away. This kind of sophistication is probably not as far off as we think, but until then we need to make sure we are providing the best mobile user experience we can.
This can be done by making sure that you are providing your customer with necessary and vital information, during both the desktop and the mobile user experience. Make sure that you have a way for the user to contact you with questions and be ready and willing to get them additional information. Until the computer can assist us with great customer service, we need to be right there, ready to help out.
If you’re ready to up your mobile user experience, contact Susan J. Campbell today. We are here to help you provide the best experience for your customers, whether it is through the creation of a responsive web design, awesome content created for your mobile site, or answering questions quickly.