3Client DirectorVeronique van CruchtenCreative DirectorLea WardCnote: founded in 2006, 10 women, 1 man plus network of freelancers, ofﬁces in Amsterdam & BostonWe design products and services that addmeaning to the daily lives of customers.
We do mobile and more …4• Check-In experience• Transfer experience• Service Recovery• Customer Dashboard• eCommerce design• Email design• Multi-channel experience• Mobile payment design• Customer strategy• Mobile & tab design• Ecommerce design• In-store training• Customer strategy• Intranet design• eCommerce designbla blablabla
Mobile is everywhere; mCommerce still small585%under 25years owns asmartphonebron: CBS & Forrester1%7%€19 bn% of online sales via mobile accounts2012 2017
Tablets offer ‘new’ shopping opportunity662%of page viewsnu.nl via tablet4+millionDutch tablet users bron: Gartner Research, via emerce.nl
7Foto bron: Isaac Brokken – Data: Pew Internet study “Instore mobilecommerce during 2012 Holiday Season.28%view onlinereviews in-storeMobile changes everything
Search8“It’s importantto recognize thatmany mobileapps are reallyvertical searchengines”- Rebecca Lieb, digital mediaanalyst Altimeter Group.Mobile changes how we...
9ShopFoto: littledoremi.com, brickmeetsclick.com Digital supermarket in metro station Self service price check & order onlineMobile changes how we…
10PayFoto: outofhome-shops.nl, mobilemarketingwatch.comOrder and pay with myOrder Transfer money with PaypalMobile changes how we…
11Interact with companiesbron: railandre.nlMobile changes how we…
Wiﬁ issues.. a deal breakerChapter 40foto: nu.nl
All the effort.. site does not work on mobile41
42Meet expectations80 %expects that anapp loads inless than 3sBron: Compuware
43Involve the organisationbron : FastcompanyWhat? Square?" the clerk asks me,as she turns to another Starbucksemployee behind the counter. "Canwe pay with Square?”"I dont know," the other employeeresponds. - FastCompany : Shoddy Starbucks Square roll out bafﬂes
4401 Customer 02 Journey03 Design 04 Connect 05 It works
4501 Customer02 Journey03 Design04 Connect05 It worksIs mobile a solution for acustomer’s need?Is mobile part of the“customer journey”?Is mobile designed for the“user” and the journey?Does mobile connect tothe other “touchpoints”? Does it meet a customer’sexpectations? Is it tested?And your project?