Increase mobile engagement by turning users’ feedback into solutions
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INCREASE MOBILE ENGAGEMENT BY TURNING USERS’ FEEDBACK INTO SOLUTIONS BY NEARSOFT UXTEAM
Transcript of Increase mobile engagement by turning users’ feedback into solutions
INCREASE MOBILE ENGAGEMENT BY TURNING
USERS’ FEEDBACK INTO SOLUTIONSBY NEARSOFT UXTEAM
PRESENTER
Diana ArvayoUX Design Researcher
@dianonina
PRESENTER
Misael LeónUX Design Researcher
@misaello
HOST
Jorge SymondsContent Creator
@jorgepistola
Our time together
- Common Causes of Low Mobile Engagement
- Techniques to Do It Yourself!
- The Case of a Grocery Shopping App
- Q&A
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#NearsoftUXwebinar
Why? Mobile apps have an abandon rate as high as 77%.
Common Causes of Low Engagement
1. CONFUSINGONBOARDING
- Too much information for one single screen
- Talking about all of the features inside
- Long and boring process
PROBLEM:
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Determine how the product fit 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
2. LONGPROFILE
- Asking too 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:
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Determine your target audience lifestyle 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:
3. VERSIONLIMITATIONS
- Limiting the 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:
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See what version works best
USER FEEDBACK:
A/B Testing
UX ACTIVITY:
Free Trial VS Locking away features
DECIDE WHAT TO DO:
Version Limitations
THE PROBLEM:ITERATE
4. COMPLICATEDSETTING
- Don’t make them read a “manual”
- Complicated settings will scare users away
- Having users set your app when you could preset configuration
PROBLEM:
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Define low points in 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
1. Confusing Onboarding Process
2. Long Profile
3. Version Limitations
4. Complicated Settings
Common Causes of Low Mobile Engagement_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Yay!
Low engagement of 20%
Users completed the profile but never came back
CASE STUDY:
UX ACTIVITIES:
- Remote User Interviews
- Usability Testing
- Card Sorting
- Affinity Diagram
CASE STUDY:
Nutritionist
Project Manager
Product Owner
DesignerDeveloper
Developer
TRANSLATE USERS’ FEEDBACK:Affinity Diagram
Users’Feedback
Common ProblemsIdentified
Users’ Expectations
Solutions and Features
- Interpret feedback as 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”
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TAKEAWAYS:
Increase Mobile
Engagement by
Turning User’s
Feedback into
Solutions
Want to know More?
Talk to Sandra at (408) 890-2115
ux.nearsoft.com
[email protected] us at_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
