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The Power of Mobile Web for Tourism

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Presented by Stephanie Rieger at Technology Solutions for Tourism in Edinburgh on 23 February, 2012

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The Power of Mobile Web for Tourism

  1. the power of mobile web for tourism presented at Technology Solutions for Tourism, Edinburgh http://www.flickr.com/photos/karen_roe
  2. Part 1: The mobile landscape http://www.flickr.com/photos/egfocus/6310425940
  3. 77% of the planet owns a mobile devices or 5.3 billion at the end of 2010 – U.N. Telecommunications Agency, http://www.itu.int
  4. 85% of new handsets now include a web browser ...and (most of) the rest can easily install one Source: Tomi Ahonen Consulting http://www.flickr.com/photos/bitchbuzz/3839355559
  5. 1.3 billion already use the ‘mobile internet’ ...includes WAP and ‘real web’ via Tomi Ahonen Consulting
  6. ...and for some of us, a mobile device is the only access point Russia 19% UK 22% China 22% USA 25% India 59% 25% of Egypt 70% American’s don’t use the 2-3GB home ADSL Internet at all data ~$100/mth, ~$2/mth PAYG unlimited mobile data ~$17/mth Indonesia 44% S. Africa 57% Based on “Users who never or infrequently use the desktop web”, Source: On Device Research, Dec 2010 Related: Opera mobile-only study specific to India (May 2011) and NY Times article on lack of Internet access in rural America (Feb 2011)
  7. “ One of the interesting estimates is that there are about 35 billion devices connected to the Internet. Soon, there will be so many that we’ll stop counting. - Eric Schmidt, Google http://www.flickr.com/photos/chelsea_nj/4223680604
  8. but mobile devices aren’t just small http://www.flickr.com/photos/scobleizer/5263223798
  9. they’re whatever shape... http://www.flickr.com/photos/mackarus/4289960218
  10. we can dream up... http://green.autoblog.com/2011/03/17/elon-musk-tesla-model-s-third-party-apps/
  11. “ With current growth rates, Web access by people on the move—via laptops and smart mobile devices— is likely to exceed web access from desktop computers within the next five years. ...or by 2015 - Source: ITU vis mobiThinking http://www.flickr.com/photos/whiteafrican/2938685296
  12. Part 2: Mobile behaviour
  13. using the internet is no longer “an activity”... http://www.flickr.com/photos/whatcouldgowrong/5320553588
  14. envir onme n t focused user privacy reliable network unlimited data comfy chair with a specific context full-sized keyboard work surface reliable power source http://www.flickr.com/photos/fuzzcat/22019163
  15. ...and therefore web browser the best computer is now the one you have with you http://www.flickr.com/photos/ghewgill/5046616680
  16. “ ...the mobile internet is more convenient than my home connection... say 30% of respondents - Yahoo/Nielsen Mobile Shopping PDF http://www.flickr.com/photos/earlysound/4490601295
  17. this is having a dramatic impact on our behaviour and our expectations... http://www.flickr.com/photos/misbehave/2352753067
  18. public space distractions this is (still) ‘mobile’... limited aention glanceable? one hand simple? tedious input personal http://www.flickr.com/photos/oimax/3800475934
  19. environment reliable network focused user unlimited data full-sized but it’s now also this... keyboard privacy comfy work surface chair reliable power source http://www.flickr.com/photos/othree/5224045406
  20. focused user 1hr train ride privacy reliable network? comfy unlimited wi ? chair two hands reliable power source? and this...
  21. typing with prone to one hand interruptions and this... gravity http://www.flickr.com/photos/jakecaptive/156377806
  22. ...and soon this “Sir, we’ll be landing soon. Could you please shut off your book?” - Flight attendant, April 2011
  23. mobile stereotypes are still correct http://www.flickr.com/photos/perspective/551635568/
  24. mobile is incredibly useful “on the go” http://www.flickr.com/photos/unlistedsightings
  25. 80% use mobile during miscellaneous downtime... Source: Compete quarterly smartphone report, Jan 2010 http://www.flickr.com/photos/akashkurdekar/2959140399
  26. 80% use mobile while waiting in line or for an appointment... Source: Compete quarterly smartphone report, Jan 2010 http://www.flickr.com/photos/bensutherland/5279672723
  27. is she a “typical mobile user”? what is a “typical mobile user”? but the device and context no longer go hand-in-hand http://www.flickr.com/photos/7802947@N02/5547816310
  28. mobile is increasingly being combined with longer or completely ‘non-mobile’ contexts or activities...
  29. 62% use mobile while watching TV Source: Compete quarterly smartphone report, Jan 2010 http://www.flickr.com/photos/bcmom/375125992
  30. 64% use mobile at work Source: Compete quarterly smartphone report, Jan 2010 http://www.flickr.com/photos/cogdog/4031808064
  31. 69% use mobile for point of sale research while shopping Source: Compete quarterly smartphone report, Jan 2010 http://www.flickr.com/photos/lollaping/3327541574
  32. mobile is also used to time-shift 59% ...and follow up sometimes on the PC visit a site on mobile Source: Yahoo mobile shopping framework study http://www.flickr.com/photos/chelsea_nj/4223680604
  33. 34% visit a site on and follow-up on mobile the PC Source: Yahoo mobile shopping framework study http://www.flickr.com/photos/chelsea_nj/4223680604
  34. Research on smartphone, and so on... 67% then buy in store. Research on smartphone, 23% then visit store to check product out, then buy on PC. Research on smartphone, 16% then visit store to check product out, then buy on smartphone. Visit store, then buy 9% on smartphone. Source: Yahoo mobile shopping framework study http://www.flickr.com/photos/chelsea_nj/4223680604
  35. ...facilitating completion of larger tasks “The most expensive item sold via eBay’s mobile app was a 1985 Piper PA-46-310P Malibu airplane for $265,000.“ src: Mashable http://en.wikipedia.org/wiki/Piper_PA-46
  36. “The largest purchase on the M&S mobile web site last Christmas was two sofas costing over £3000 ($5000)“ src: Marketing Week and important life decisions... http://www.flickr.com/photos/plagevinilosyadhesivosdecorativos/5549366513
  37. herein lies the true power of mobile
  38. the power of mobile is that it acts as a bridge between physical and digital experiences http://www.pocketgamer.co.uk/r/iPhone/MouthOff/feature.asp?c=12609
  39. Part 3: The mobile traveller
  40. mobile use is growing rapidly amongst travellers http://www.flickr.com/photos/spree2010/4930763550
  41. over the past 6 months mobile web traffic to travel sites has increased by 72% Source: Mobile browsing on travel sites up 72% http://www.flickr.com/photos/msciba/519772500
  42. mobile now accounts for 17.4% of access to all travel sites Source: Mobile browsing on travel sites up 72% http://www.flickr.com/photos/paleontour/124416789
  43. Source: Mobile browsing on travel sites up 72% 47% expect to use their mobile device for their travel needs at their destination
  44. 37% will use a mobile device for restaurants research Source: Mobile browsing on travel sites up 72% http://www.flickr.com/photos/edans/4006273845
  45. 26% will use a mobile device for attraction and accommodations research Source: Mobile browsing on travel sites up 72% http://www.flickr.com/photos/anniemole/5354206703
  46. the average length of mobile research sessions is surprisingly long... 31 min travel 19 min 17 min food & dining beverage dining food & travel beverage Source: Mobile shopping framework study, Yahoo a http://www.flickr.com/photos/johanl/5619897608
  47. context and level of urgency often reflect the devices used....
  48. before the journey.... “I’m planning 14% of laptop users book a hotel my holidays” for the same day Source: Orbitz travel web site http://www.flickr.com/photos/chelsea_nj/4223680604
  49. during the journey.... “...where shall we go next...?” 30% of tablet phone users book a hotel for the same day Source: Orbitz travel web site http://www.flickr.com/photos/chelsea_nj/4223680604
  50. just in time.... “@!&*...we missed our 65% of mobile phone flight...!” users book a hotel for the same day Source: Orbitz travel web site http://www.flickr.com/photos/chelsea_nj/4223680604
  51. so how does this all add up? (a few examples....)
  52. scenario #1 planning a trip is a journey unto itself...
  53. at home watching TV... http://www.flickr.com/photos/kaichanvong/5542546563
  54. ...sees a tourism advert... http://www.flickr.com/photos/brunoleveque/5675275834
  55. while still on ...visits the site the sofa... then saves the URL for later http://www.flickr.com/photos/marcoarment/1956292424
  56. ...visits the site again (while on lunch break...) then calls to make a booking... http://www.flickr.com/photos/faceme/2882556082
  57. scenario #2 travel and serendipity go hand in hand
  58. you’re on a city bus tour... http://www.flickr.com/photos/karenandkerry/2137457989
  59. ...and spot a lovely pub... http://www.flickr.com/photos/shadowgate/1232353962
  60. ...you look it up on Facebook while still on the bus.. http://www.flickr.com/photos/preetamrai/4620829766
  61. ...and return later that day for a pint http://www.flickr.com/photos/karenandkerry/6147417120
  62. scenario #3 travel is about making (and sharing) memories
  63. ...you discover something wonderful at the museum... http://www.flickr.com/photos/shadowgate/1231450023
  64. while still at the museum... ...look it up on Wikipedia... http://www.flickr.com/photos/bryanalexander/2995152153
  65. ...share photos of it while having tea at the museum coffee shop free wi- !! http://www.flickr.com/photos/globalx/4777255389
  66. and re-live the memories whenever it strikes your fancy http://www.flickr.com/photos/krossbow/4509414056
  67. ...a trip isn’t a single event...it’s a journey
  68. ...your digital experiences should embrace all stages of that journey :-)
  69. Part 4: Tips and ideas http://www.flickr.com/photos/chrisbrenschmidt/1832787028
  70. TIPS For those who don’t yet offer a mobile optimised experience....
  71. developing a mobile strategy takes time, but there are things you can do today...
  72. Step #1 Check your analytics determine which devices access your site most often and what pages or sections are most popular • this valuable information can inform testing, design and your overall mobile strategy Reminder: traffic to from mobile to desktop sites is approaching 10% globally (and over 17% for travel sites!)
  73. Step #2 Test the most critical and commonly accessed content from your desktop site using the devices discovered in step 1 • ensure mobile users can accomplish key tasks such as logging-in, reviewing a menu or events calendar, or completing a purchase or booking (even if the overall usability is sometimes poor) • fix as many problems as you can and/or add them to your mobile strategy roadmap
  74. BONUS Test all your partner services! • third party services such as advertising, font hosting, social media widgets, and even analytics may not work on all mobile devices • some may fail while others may slow page load • be sure to test any service that delivers key functionality (e.g. commenting plugins, analytics and even social widgets if you rely on these to track engagement)
  75. BONUS Be pragmatic • take advantage of services that are already well optimised • Facebook • TripAdvisor • Twitter • Google Maps • YouTube • SlideShare Note: ‘well optimised’ means lightweight, with mobile friendly layout, good level of site-to-site URL integrity and support for most modern smartphones.
  76. Step #3 Lighten up! • look for opportunities to reduce page weight • this will also assist laptop users who may access your site using unpredictable coffee shop and airport wi-fi (besides...no one likes to surf a slow web site)
  77. Step #4 Enhance where you can • look for opportunities to enhance content using new technologies (which are often supported on mobile and desktop browsers) • you don’t have to be on a mobile to appreciate the value of location technologies when using a store locator feature • mobile users will always appreciate being able to click a phone number to automatically trigger a call
  78. origin of visitors to Scotland many visitors pay Scotland for data while travelling 39% Overseas 17% England 40% Rest of UK 4% Overseas visits comprised of: • 51% Europe • 15% US • 4% Canada • 4% Australia • 26% Rest of world Source: Tourism Scotland 2007 http://www.flickr.com/photos/brunoleveque/5675275834
  79. BONUS Provide free wi-fi • offering free wi-fi can drive traffic • free wi-fi will encourages visitors to post photos, share comments, or even consult your web site while they are on-site • if your attraction is outdoors, or extensive in size, consider providing free wi-fi at common rest points such as toilets or the coffee shop
  80. wi-fi hotspot traffic is now primarily coming from mobile changing patterns in mobile usage at wi-fi hotspots 2008 99.9% 2008 88.5% 11.5% 2009 73.9% 2010 65.9% 34.1% 2011 41.1% 58.9% laptop mobile device Source: Boingo wi-fi hotspot trends http://www.flickr.com/photos/chelsea_nj/4223680604
  81. TIPS For those who already offer a mobile optimised experience (could be a native app or a mobile web site)...
  82. Check your URLs ensure users who email, Tweet or link to content can access that URL from any device • if equivalent content doesn’t exist on one of your sites, implement a friendly error page offering the most likely alternatives (...if that content is ‘trapped’ within a native app, you may still have a problem...)
  83. TIPS For everyone...
  84. Think of the user journey explore other ways to tie the experiences together • can a user begin a transaction on one site, and complete it on another? • can mobile phone users bail out of a transaction and easily trigger a call (...reference number in hand so an agent can complete that transaction)? • could you better align language and task flow, to improve usability for users who drift from one site to another?
  85. ...should I even bother opening this email marketing offer on my phone? 40% use mobile email “almost every day” (in 2010!) Source: Comscore http://www.flickr.com/photos/zenilorac/698514624
  86. BONUS Start simple and experiment • experiment with simple solutions that you can launch quickly and cheaply • think of ways to use tools that are already on the device your audience is carrying • use these trials to inform your long-term mobile strategy
  87. ...what is a cheap, and quick alternative to a paper map? ...or an expensive, bespoke interactive one? http://www.flickr.com/photos/janekm/217195273
  88. downloadable PDF maps sized to fit the most common devices accessing your web site (based on the data in your analytics) most devices now have very nice, zoomable, searchable PDF readers http://www.flickr.com/photos/webtreatsetc/4860505549/
  89. remember, this is your journey as well.. http://www.flickr.com/photos/puptoes74/4805467277
  90. have fun... take your time, and listen to your visitors :-) http://www.flickr.com/photos/lyng883/298967414/
  91. s contact u at hello@yiibu.com find this presentation and many others at... slideshare.net/yiibu many thanks to the amazing photographers on http://www.flickr.com/creativecommons/by-2.0 thank you http://creativecommons.org/licenses/by/2.0 @yiibu http://www.flickr.com/photos/tinou/453593446
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Presented by Stephanie Rieger at Technology Solutions for Tourism in Edinburgh on 23 February, 2012

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