Just stop presenting desktop sites to mobile users.
The use of mobile phones has risen and for some uses has overtaken the use of a desktop. Companies have taken advantage of this in a big way, including online retailers. I’ve produced and translated screen captures to demonstrate the issue.
Firstly I received an SMS, telling me I could, via a link, choose a delivery time.
I clicked on the link and got a internet site with all my order information displayed and the proposed time of between 8am and 10pm. Well as I’d like to leave the house sometime during the day I clicked on the link to change the appointment, and here’s where it went a bit wrong…
If you’re using mobile for customer service – particularly if you’re directing customers to use mobile – you need to make sure that the whole experience works on mobile. Just stop thinking it’s OK to expect customers to navigate desktop sites on a mobile screen.