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Increase mobile engagement by turning users’ feedback into solutions
The document discusses strategies for increasing mobile engagement by addressing common pain points such as confusing onboarding, long profile requirements, version limitations, and complicated settings. It emphasizes the importance of user feedback through methods like interviews, surveys, and usability testing to identify and solve these issues. The goal is to iterate on the design based on user insights and business objectives to enhance user retention and experience.
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Increase mobile engagement by turning users’ feedback into solutions
- 1. INCREASE MOBILE ENGAGEMENTBY TURNING USERS’ FEEDBACK INTO SOLUTIONS BY NEARSOFT UXTEAM
- 2. PRESENTER Diana Arvayo UX DesignResearcher @dianonina PRESENTER Misael León UX Design Researcher @misaello HOST Jorge Symonds Content Creator @jorgepistola
- 4. Our time together -Common Causes of Low Mobile Engagement - Techniques to Do It Yourself! - The Case of a Grocery Shopping App - Q&A #NearsoftUXwebinar
- 5. Why? Mobile appshave an abandon rate as high as 77%.
- 6. Common Causes ofLow Engagement
- 7. 1. CONFUSING ONBOARDING - Toomuch information for one single screen - Talking about all of the features inside - Long and boring process PROBLEM: _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
- 8. Determine how the productfit in people’s life. USER FEEDBACK: User Interview UX ACTIVITY: Confusing Onboarding Process THE PROBLEM: Type of onboarding - Benefit-Oriented - Function-Oriented - Feature-Oriented DECIDE WHAT TO DO: ITERATE
- 9. 2. LONG PROFILE - Askingtoo much information. Do you really need that phone number right away? - Asking for all of the data at once - “Trapping” users by filling a long profile before letting them use the app first PROBLEM: _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
- 10. Determine your target audiencelifestyle and habits. USER FEEDBACK: Survey + Analytics + Persona UX ACTIVITY: What is the necessary information you require from your users, and what they’re willing to give away. Long Profile THE PROBLEM:ITERATE DECIDE WHAT TO DO:
- 11. 3. VERSION LIMITATIONS - Limitingthe experience with an incomplete version - Tricking users into buying features they haven’t experienced yet - Locking core features away. Drawing app? Free up all the brushes! PROBLEM: _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
- 12. See what versionworks best USER FEEDBACK: A/B Testing UX ACTIVITY: Free Trial VS Locking away features DECIDE WHAT TO DO: Version Limitations THE PROBLEM:ITERATE
- 13. 4. COMPLICATED SETTING - Don’tmake them read a “manual” - Complicated settings will scare users away - Having users set your app when you could preset configuration PROBLEM: _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
- 14. Define low pointsin the user journey USER FEEDBACK: Usability Testing UX ACTIVITY: - What to dismiss - What to redefine - What to set up later DECIDE WHAT TO DO: Complicated Settings THE PROBLEM:ITERATE
- 15. 1. Confusing OnboardingProcess 2. Long Profile 3. Version Limitations 4. Complicated Settings Common Causes of Low Mobile Engagement _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
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- 17. Low engagement of20% Users completed the profile but never came back CASE STUDY:
- 18. UX ACTIVITIES: - RemoteUser Interviews - Usability Testing - Card Sorting - Affinity Diagram CASE STUDY:
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- 26. - Interpret feedbackas a Multidisciplinary Team - Don’t take feedback as literal. Uncover unspoken problems - Iterate constantly based on business goals - Treat your iterations as hypothesis… “if we do this… maybe this will happen” __________________________________________ TAKEAWAYS: Increase Mobile Engagement by Turning User’s Feedback into Solutions
- 27. Want to knowMore? Talk to Sandra at (408) 890-2115 ux.nearsoft.com ux-team@nearsoft.comEmail us at __________________________________________________________________________