Top-10 Mobile Engagement Best Practices
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RightNow Technologies led a workshop at this year’s 3rd Annual Customer Experience
Summit. RightNow provides cloud-based solutions to enhance the customer’s experience,
whether through the web, social media, mobile devices or contact center. During
their workshop, RightNow shared their top-10 best practices for mobile engagement.
RightNow has used these practices to successfully create mobile web pages and apps for
the Social Security Administration, DirectTV and Shop NBC, among others.
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- Performance is Critical: Since internet speed on mobile devices is slower, page design should be aware of this fact and not use a lot of rich media.
- Be Aware of Platform Differences: Android and iPhone have different capabilities. For example, the iPhone cannot display animation and videos using Flash.
- Rationalize Key Entry: Minimize typing. It can be difficult on a smart phone.
- Avoid Attachments: No one wants to download a PDF on their phone. They are difficult to open and read.
- Plan for Touch Screen Interaction: Links should be large and placed far apart. It can be difficult to hit the correct link on a touch screen.
- Up and Down Scrolling Only: Smartphone users are accustomed to scrolling up and down, but left and right scrolling is not commonplace.
- Don’t Clutter Content with Navigation Functions: Most smartphone web browsers have built-in buttons for "back" and "forward." Providing your own will make the content harder to digest.
- Optimize Content: Smartphone users don’t want to zoom in to read content. Make answers succinct.
- No Pop-Ups: The concepts of having different tabs open doesn’t work well in smartphone web browsers.
- Give Choices for User: Give the option of viewing a web page in mobile, tablet or desktop format.
