We have seen throughout Going Mobile that there is a real need for action.Brands risk being displaced by organisations who provide superior mobile experiences, and even some established brands are failing to keep pace with consumer desires for mobile services.So before I move onto the behaviours and characteristics of these consumers, I wanted to throw the net a bit wider and look at the impact of mobile experiences, and this time pull on some of our survey data to illustrate the scale of the risks, challenges and opportunities.
The experience gap Where you
want to be… Business Strategy Brand Strategy How well does your organisation connect? Culture, Organisation Experience Design & Governance Capability Where you actually are… Customer Experience
THE BUSINESS PROJEC UX ADVISOR
T Inertia and resistance to change Driven by Lack of consultant technology Politics & Lack of senior-level and constraints skills & experienceorganisational client sponsor for UX silos Low Lack of stakeholder Ineffective Client lack of commitment communication vision, strategy and business to UX engagement -case in UX & persuasion Client doesnt measure Lack of Client doesnt Lack of time or understand understand budget Consultant UX processesthe value of UX & agency Lack of attitudes resources Source: Making UX Happen survey of top 3 barriers (100 respondents)