getting going with mobile (what your users really want!)
DESCRIPTION
Our mobile workshop for the Communications Network 2013 Annual Conference in New Orleans.TRANSCRIPT
Getting Going with Mobile (What Your Users Really Want!)
Chris Wolz / Nam-ho ParkForum One Communications
IntroductionsMobile Overview
Case StudiesMobile Strategy
Let’s get to know each other
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20082009
Seoul
London
NYC
DC
Sea1le
Rabat
Hanoi
Yay!
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Forum One Communicationshttp://www.forumone.com
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Staff
Founded
Experience
Expertise
60 staff in DC, Seattle, San Francisco
1996 by 3 policy analysts and web enthusiasts
More than 1,500 projects for more than 500 clients
Web strategy, User Experience, Open Source Development, Mobile, Support and Growth
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‣ Who are you?
‣ Why are you here?
‣ What do you want to get out of this workshop?
‣ What is the burning question you want answered?
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What do you hope to get out of the session?
“I want to better understand differences between mobile and web, and how best to choose the right applications.”
“What are the key considerations and questions to ask at the beginning of a mobile initiative/campaign.”
“An understanding of trends in mobile content design.”
“What's current, how to do things better”
“Justification for moving forward with a mobile strategy.”
“Fuller understanding of current mobile habits and strategies and a few action items.”
Questionnaire Results
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What areas of are you most interested in?
“Responsive considerations across OS platforms.”
“MMS, varying platforms for mobile marketing.”
“What's hot and what's up and coming”
“Responsive web design.”
Questionnaire Results
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IntroductionsMobile Overview
Case StudiesMobile Strategy
The mobile landscape in a nutshell
Mobile OverviewWhy should you care?
Mobile by numbersMobile devices & contexts
Mobile approaches
Photo: http://www.prospectmagazine.co.uk/2009/11/diary-5/13
Photo:: http://www.kylebean.co.uk/portfolio/#mobileevolution 14
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Photo: Nam So-Yoen, Allmynews.com 16
Photo: http://www.boston.com/bigpicture/2011/11/egypt_erupts_with_fresh_protes.html 17
"There is no need for any individual to own a computer in his home"
- Ken Olsen, CEO of Digital Equipment Corporation
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Seen your email traffic lately?
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Mobile internet usage trend
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“Mostly-mobile” internet users‣ Non-whites: Among those who use their phone to
go online, six in ten Hispanics and 43% of African-Americans are cell-mostly internet users, compared with 27% of whites.
‣ Young adults: Half of cell internet users ages 18-29 mostly use their cell phone to go online.
‣ The less-educated: Some 45% of cell internet users with a high school diploma or less mostly use their phone to go online, compared with 21% of those with a college degree.
‣ The less-affluent: Similarly, 45% of cell internet users living in households with an annual income of less than $30,000 mostly use their phone to go online, compared with 27% of those living in households with an annual income of $75,000 or more.
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Photo: Chris Wolz
Sustained engagement
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Speed of mobile innovation
Photo: fitbit.com23
Mobile OverviewWhy should you care?
Mobile by numbersMobile devices & contexts
Mobile approaches
25Photo: flickr - slickimages CC BY 2.0Source: Cisco Global Mobile Data Traffic Forecast Update, 2012–2017
The number of mobile-connected devices will exceed the world's population in 2013
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Source: Mary Meeker / Morgan Stanley Research. Data and Estimates as of 9/12Photo: Unknown
Global smartphone + tablet > total PCsShipments (2010); Installed base (2013)
27Photo: Flickr - Ed Yourdon CC BY-NC-SA 2.0Source: Facebook
819 million monthly active users who used Facebook mobile products (June 30, 2013)
28Photo: flickr - Ed Yourdon CC BY-NC-SA 2.0Source: Pew Internet (May 2013)
56% of American adults have a smartphone34% of American adults own a tablet computer
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60% of US cell owners access internet,52% send/receive email on their phones
Source: Pew Internet (Sept 2013)Photo: stringberd (Flickr) 39
This is not a phone.30
Mobile OverviewWhy should you care?
Mobile by numbersMobile devices & contexts
Mobile approaches
32Credit: flickr - Xavier Encinas / CC License: BY-NC 39
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iPadiPhone
Kindle (Paperwhite/e-ink)Android phone
Windows phoneOther
Microsoft SurfaceKindle Fire
0 1 2 3 4 5 6
Do you have and use any of these devices? (7 Responses)
Questionnaire Results
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Credit:3flickr363MeganMorris3/3CC3License:3NC6SA
Desktop
“Computers keep us productive and informed.”
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Credit:3flickr363Yourdon3/3CC3License:3NC6SA
Smartphone
“Smartphones keep us connected.”
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37Credit: flickr - shareski / CC License: NC-SA
Tablet
“Tablets keep us entertained.”
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Do you have and use any of these devices? (7 Responses)
Questionnaire Results
33%
67%
Mostly at homeEqually at home and workMostly at work
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Hardware
Interac+onEnvironment
Time2(peak)User2Focus
Orienta+onSensors
Desktop
big$screenpower$supplyconsistent$networkkeyboard$and$mousesi5ng$(chair$and$desk)work$and$home8am$:$7pmextended$tasksmul=:taskfixedno
Tablet
medium&screenba-eryinconsistent&networkdirect&touchrelaxedhome5pm&8&10pmshort&taskssingle&taskportrait&and&landscapeyes
Smartphone
small%screenba+eryinconsistent%networkdirect%touchon%the%gohome,%idling,%workall%dayshort%taskssingle%taskportrait%and%landscapeyes
We also multi-screen by using more than one device simultaneously
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81%
6PDUWSKRQH��/DSWRS�3& /DSWRS�3&��7HOHYLVLRQ
66%66%
Multi-screen worldNew Multiscreen World Study (Google) http://bit.ly/18DGD2w
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41Mobile
42Social
43Informational
Mobile OverviewWhy should you care?
Mobile by numbersMobile devices & contexts
Mobile approaches
45Mobile First
Luke Wrobowski
“When a team designs mobile first, the end result is an experience focused on the key tasks users want to accomplish without the extraneous detours and general interface debris that litter today's desktop-accessed Web sites. That's good user experience and good for business.”
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‣ Understanding mobile constraints ‣ Taking advantage of mobile capabilities
‣ Organizing navigation
‣ Prioritizing content
‣ Optimizing for mobile interaction
‣ Mobile inputs & forms
‣ Layout that make sense
Mobile First
47Responsive Design
48Responsive Design
49Responsive Design
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50Native apps vs. mobile web
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‣ Mobile content strategy
‣ COPE
‣ CAPE
Mobile content strategy
Find example
CONTENT
INTRANET
SOCIAL MEDIA
MICROSITES
MOBILE WEBWEBSITE
TABLET APPS
MOBILE APPS
BLOGS
52Mobile content strategy
Karen McGrane http://www.slideshare.net/KMcGrane/adapting-ourselves-to-adaptive-content-12133365
53Mobile content strategy
Daniel Jacobson http://blog.programmableweb.com/2009/10/13/cope-create-once-publish-everywhere/
54COPE - Create Once Publish Everywhere
Daniel Jacobson http://blog.programmableweb.com/2009/10/13/cope-create-once-publish-everywhere/
55Mobile content strategy
Daniel Jacobson http://blog.programmableweb.com/2009/10/13/cope-create-once-publish-everywhere/
DiscussionWhat is driving your interest in mobile?What are barriers in your organization?
What is driving your current interest in mobile?
“I just know it is becoming more and more the way people get information. Want to make sure we are thinking about it.”
“Despite living in poverty, most of the [users] we serve use mobile devices (primarily phones). We need to understand how best to reach them through the devices they use.”
“All other stakeholders, including donors, are on mobile devices.”
“It's taking over the world – literally”
“We’ve been watching mobile traffic to our web traffic increase. It is the way things are moving and it is important.”
Questionnaire Results
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What are challenges in your organization making better use of mobile?
“Cost.”
“Keeping the content up to date and well curated.”
“No budget.”
“Limited communications staff (me).”
“Limited internal capacity”
“Budget and the approval process.”
“Slow adoption by some users.”
“Small staff.”
Questionnaire Results
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ExerciseWho are your key audiences?
Sketch a typical user scenario
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For Key audience:
1
Storyboard: think motivations, context, information needs
2 3 4
5 6 7 8
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IntroductionsMobile Overview
Case StudiesMobile Strategy
What are other organizations doing well?
Case StudiesEmail on mobile
Responsive designMobile websites
Native apps / web appsMobile publication
Mobile giving3rd party services
66Email on mobile
ONEPew Internet Mobile Gov Blog
67Email on mobile
http://www.nten.org/articles/2012/the-age-of-mobile-email-has-arrived-are-you-ready
Before After
68Email on mobile
69Email on mobile
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‣ Single column
‣ Clear branding / header image
‣ Big text for quick scanning
‣ Images for better click-thrus
‣ Housekeeping in the footer
Email on mobile
Case StudiesEmail on mobile
Responsive designMobile websites
Native apps / web appsMobile publication
Mobile giving3rd party services
72Responsive Design
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73Responsive Design
74Responsive Design
http://www.responsinator.com/
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75Responsive Design
http://quirktools.com/screenfly/
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‣ Layout / grid
‣ Navigation / buttons
‣ Homepage
‣ Content prioritization
‣ 3rd party applications (flash, video, etc)
Responsive Design
Case StudiesEmail on mobile
Responsive designMobile websites
Native apps / web appsMobile publication
Mobile giving3rd party services
Mobile websites79
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http://m.goodwill.org http://m.concern.net
Mobile websites
http://m.montereybayaquarium.org
83Mobile websites
http://npr.orghttp://m.npr.org
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‣ Line between responsive, mobile web, native app is blurring
‣ Audience-centric
‣ Use case focus
Mobile websites
Case StudiesEmail on mobile
Responsive designMobile websites
Native apps / web appsMobile publication
Mobile giving3rd party services
86App Typology / Goals
One-way push• General info / news• Guides• Awareness / campaigns• Information lookup
Two-way interaction• Donation / fundraising• Citizen engagement• Coordinating /
volunteering
Many-to-many interaction• Issue-focussed
community• Crowdsourced data
gathering / sharing
Stand-alone• Monitoring / tracking• Fun / branding
87Native apps / web apps
Seattle Art MuseumGauguin & Polynesia iPhone App
88Native apps / web apps
Center for Strategic & International Studies iPhone App
89Native apps / web apps
The World BankThe World Development Report iPad App
90Native apps vs. mobile web
91Native apps vs. mobile web
Native App• Quick, rich and interactive• Takes advantage of rich phone
features (camera, GPS, accelerometers etc)
• Launches immediately - no internet connection needed
• More investment• Requires specialized skills -
harder to maintain• Download to install, update• Separate versions for each OS
Good for rich interactivity and security (games, specialized apps)
Mobile Web• Slower with limited interactivity• Internet connection needed• Less interactivity - works
through browser
• Less investment• Requires web skills - easier to
maintain• Updates instantly• One code to for all OS
Good for access to general information
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‣ Is the goal for the app clearly defined? Who is the audience? What do you want them to do?
‣ Do I have high value content/service that will benefit users on the go?
‣ Will audiences see enough value to download the app and sustain usage and engagement? (Are we satisfied with short-term usage?)
‣ Do I have a strategy for marketing and delivery of the app to these users?
Native apps / web apps
Case StudiesEmail on mobile
Responsive designMobile websites
Native apps / web appsMobile publication
Mobile giving3rd party services
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‣ Content
Mobile publications
Heifer InternationalMobile Magazine
VolkswagenAnnual Report
95Mobile publications
Case StudiesEmail on mobile
Responsive designMobile websites
Native apps / web appsMobile publication
Mobile giving3rd party services
97Mobile giving
98Mobile giving
Network for Good / Donate Now
99Mobile giving
PayPal
100Mobile giving
Case StudiesEmail on mobile
Responsive designMobile websites
Native apps / web appsMobile publication
Mobile giving3rd party services
1023rd party services
1033rd party services
1043rd party services
DiscussionMobile web app, native app?
Responsive design?Mobile emails, mobile pubs?
What is your approach / experience?
Does your organization have... (4 Responses)
Responsive design
Mobile website
Mobile app
Mobile email
0 1 2 3
Questionnaire Results
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Understanding of mobile
14%
43%29%
14%
Mobile First
43%
29%
14%
14%
Responsive Design
29%
14% 43%
14%
Web app vs. Native app
43%
43%
14%
Android vs. iOS
29%
29%
43%
Mobile Content Strategy
1 (unfamiliar)2345 (well-informed)
Questionnaire Results
107
DiscussionWhat are some innovative uses of mobile
you have seen in this space?
IntroductionsMobile Overview
Case StudiesMobile Strategy
Crafting a practical mobile strategy
Mobile StrategyDiscovery
User workflow definitionMobile approach
Roadmap
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DiscoveryGoals How does mobile align with your mission?
What does success look like?
Audiences Who are you trying to reach?How do they interact online / on mobile?
Content What content is most valuable to the audiences?How can you optimize your content for multiple devices / channels delivery?
Comparators What are industry best practices?What are best practices in our space?
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DiscoveryAudiences Surveys, interviews
Focus groupsPersonas
Content Content audit, content inventoryServer logsContent strategy for mobile
Comparators Email templatesResponsive designInnovative apps
Mobile StrategyDiscovery
User scenarioMobile approach
Roadmap
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For Key audience:
1
Storyboard: think motivations, context, information needs
2 3 4
5 6 7 8
Mobile StrategyDiscovery
User workflow definitionMobile approach
Roadmap
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‣ Email on mobile
‣ Responsive design
‣ Mobile websites
‣ Native apps / web apps
‣ Mobile publication
‣ Mobile giving
‣ 3rd party services
Mobile Approach
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One-way interaction• General Info / News• Guides• Awareness / Campaigns• Information Lookup• Fun / Branding
Two-way interaction• Donation / Fundraising• Citizen Engagement• Coordinating / Volunteering
Many-to-many interaction• Issue-focussed Community• Crowdsourced Data gathering /
sharing
Stand-alone tools• Monitoring / tracking
Mobile Apps
Mobile StrategyDiscovery
User workflow definitionMobile approach
Roadmap
121Roadmap considerations
‣ Making the case We need to move to mobile because…?
‣ Doing your research Goals, audience, content, comparators?
‣ Forming a teamWho is the champion? Who is your team?
‣ Schedule and budgetWhat are time and budget constraints that will influences decisions?
‣ Choosing strategy, platform, vendorWhat is the best platform for our needs? Who can build it? What should I ask?
‣ Evaluation, planning for the futureWhat does success look like?It’s not over: Maintenance, content updates, analytics, evaluation?
DiscussionWhat is your plan for next month, quarter, year?What do you want to report back to this group?
123Roadmap worksheet
Goals / Case for mobile
Comparators / examplesKey audiences
High value content
124Roadmap worksheet
Laundry list Prioritized listEffort Value
125Roadmap worksheet
What’s your plan?
One month One quarter One year
who who who
what what what
132
Further (quick) readingBooks
Content Strategy for Mobile
Mobile First Mobile Frontier
New Multiscreen World Study (Google) http://bit.ly/18DGD2w
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Further (quick) readingBooks
100 Things Every Designer Needs to Know About People
134
Further (quick) readingMobile thought leaders
The firehoseMashable.com/mobile
Idealware - mobilehttp://mashable.com/mobile/http://bit.ly/15DNRXr
Karen McGranehttp://bit.ly/15DNzzX
Luke Wroblewskihttp://bit.ly/15DND2A
Scott Jensenhttp://bit.ly/15DNEDF
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Further (quick) reading
Key statisticsPew Internet: Mobile
Cisco Mobile Traffic ForecastMary Meeker: Internet Trends
http://bit.ly/15DN2Oghttp://bit.ly/xDc6qPhttp://slidesha.re/15DMUhT