Summer of Mobile #3: How to Build a Killer Mobile User Experience


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The enterprise app landscape has changed forever with greater importance being placed on user experience. Employees today want to access their work apps with the same interest and ease of use as they do apps in their personal life. This shift in priority is especially true for enterprise mobile apps, and is a key determinant in how successful an app performs in market.

In this webinar you will learn more about this monumental shift in the industry and walk away with best practices and tips that will help you to build the next killer mobile app. You will hear first hand from a seasoned consulting firm whose design expertise has already helped many partners build dynamic and engaging mobile apps.

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Summer of Mobile #3: How to Build a Killer Mobile User Experience

  1. 1. UX and the Enterprise #summerofmobile
  2. 2. Safe Harbor Safe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of intellectual property and other litigation, risks associated with possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of, inc. is included in our annual report on Form 10-Q for the most recent fiscal quarter ended April 30, 2011. This documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available., inc. assumes no obligation and does not intend to update these forward-looking statements.
  3. 3. Welcome to Our Summer of Mobile Series 6/27: The Business of Mobile 7/25: Salesforce Mobile Services 101 Today: UX and the Enterprise
  4. 4. Salesforce AppExchange: #1 Enterprise App Marketplace 1800+ Apps 1.8M+ Enterprise Installs
  5. 5. Our Ecosystem is Delivering Mobile Innovation QuotingGeo-location Expense Mgmt Sales Intelligence
  6. 6. Our Customers Want More Mobile Apps Top apps of most interest to customers in the next 12 to 18 months 2012 2011 2010 2009 1. More capabilities for using SFDC on mobile devices 1 4 10 15 2. Email campaign execution (high volume) 2 1 1 1 3. Data cleansing, data quality services 3 2 13 10 4. Customer satisfaction surveys 4 3 3 6 5. Lead management 5 5 NA NA
  7. 7. Our Speakers Today Ross Belmont Chief Experience Designer Appiphony George Kenessey Chief Executive Officer Appiphony
  8. 8. Design Develop Distribute A Chicago based product development organization (PDO) that designs and builds applications on the platform for Salesforce ISV partners.
  9. 9. Your Mobile Philosophy-check list 1. Get Out of the Building 2. Define Success by Writing the Script 3. Build the First Prototype 4. Iterate Until It's Great
  10. 10. Overview of the app • Our client provides physician staffing services to emergency departments (EDs) across the country • They wanted to dramatically increase the quality and quantity of feedback on physician performance • Their baseline was single-digit response rate • They had a vision to deploy iPads to the ED and get feedback in near real-time
  11. 11. Getting Out of the Building: Customer Research • As soon as you reach an initial consensus on the product concept, perform a site visit to a location where the app will be used. • You need to build an understanding of a setting to gauge how the app will fit within that setting. • The rest of your team wants to understand this fit, too!
  12. 12. Getting Out of the Building: Customer Research
  13. 13. Getting Out of the Building: Customer Research
  14. 14. For More Information • Read Rapid Contextual Design by Holtzblatt, Wendell and Wood • It’s a detailed playbook for site visits, interviewing and how to process the output • It also provides a process for small, medium and large budgets
  15. 15. Define Success by “Writing the Script” • Write a plausible story starring your customer succeeding at something with your app. • Ideally, the story will take place in the setting you studied. • In contrast, don’t ship features that don't connect in a coherent way for the user. “Stick to the script” and leave out what doesn't fit.
  16. 16. Customer Research Gives You the Setting • In the ED, treatment rooms have a TV to help pass the (extra) time. • Sharing this detail with the project team made it “click” for them there’s time to give feedback in the ED setting.
  17. 17. Our “Script” as a Storyboard
  18. 18. For More Information Develop the story/scenario Make the story visual
  19. 19. Build the First Prototype • Do this as quickly as possible, since you will change the UI, probably in a significant way. • Luckily, the Mobile SDKs and new Mobile Packs make it easy to deliver something clickable quickly. • Native (iOS, Android or PhoneGap) • Web (jQuery Mobile, Sencha, Backbone and others)
  20. 20. Build the First Prototype • We tested our first concept with an elderly family member • He had never used an iPad and was confused as to how to scroll • Since there would be many elderly patients providing feedback, we reworked the core navigation mechanism
  21. 21. For More Information • Read Designing Mobile Interfaces by Hoober and Berkman • It provides well- documented solutions to many common design problems
  22. 22. Iterate Until It’s Great • Iterate on the prototype with representative or actual users. • It’s like preparing for the SATs: • You don’t want to go in “cold.” Some kind of practice is critical. • Feedback will improve performance, but only if it’s specific. • Should I work on essay writing, or reading comprehension? • Many external resources are available to yield improvements. The key is planning for the fact that it won’t be perfect the first time out.
  23. 23. “Lean Startup” Has Popularized Iteration
  24. 24. Schedule Time to Iterate: Don’t Do This
  25. 25. Schedule Time to Iterate: Do This Instead
  26. 26. Our Experience We made 9 prototypes with various degrees of tweaks.
  27. 27. For More Information Iterating with a team Polishing the interface
  28. 28. DEMO
  29. 29. Our Speakers Today Ross Belmont Chief Experience Designer Appiphony George Kenessey Chief Executive Officer Appiphony
  30. 30. Thanks for Attending the Series 6/27: The Business of Mobile 7/25: Salesforce Mobile Services 101 Today: UX and the Enterprise
  31. 31. Get Ready for Dreamforce 2013 • Mobile Showcase • Features on expo floor and in partner zone • PR/AR opportunities
  32. 32. THANK YOU