Ease of use is crucial for mobile apps. Even a former Apple interface designer claims that intuitiveness is missing in the mobile market. But in a mobile-focused society, users should be provided with appropriate support, according to the smartbrief.com website.
Lack of effective post-sale support
After the initial sale of an app, the consumer is condemned to stumbling through its functionality. This results in frustration and lost time. What might help to get rid of such suffering?
Either greater educational content or better support. The poor adoption rates of mobile apps represent something that should not be overlooked by providers. And, by the way, user experience itself is also problematic.
People carry their mobile phones with them about 90% of the time and they have a certain emotional attachment to their device. Nevertheless, current post-sale support receives little attention from product managers.
Self-help support content is poor
Usually you can find some PDF files or videos with highlighted buttons and text boxes added. However, the majority of mobile users consider such support content to be difficult to follow.
No demand?
Mobile solution providers claim their customers are not really asking for anything more than the applications themselves. However, it may be the case that users are simply unable to imagine quality support and good instructions that would not be boring and ineffective.
At the moment such materials are to be found only rarely.
Do you have the same experience, or do you find smartphones and mobile apps intuitive?
-jk-