Mobile Customer Journey


J
ust 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.

Just Stop It SMS
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…

Just Stop It… because a new page opened that was impossible to read.

Just Stop ItI could stretch the screen and make the change I needed (delivery between 9am and 1pm).

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.

garden - 1
Postscript; my order was delivered at 12.53, and set up in my terrace garden half an hour later. 

 

 

Image:  Stop  |  Kenny Louie  |  CC BY 2.0

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2 thoughts on “Mobile Customer Journey

  1. Pingback: Digital Dispatch 1 – Fantail Consultancy

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