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Metrics
Customers prefer our desktop app and are struggling to gain value on mobile
Important
Team
Date
Next
Design
2 Feb 2023

Kai Forsyth

2 hours ago

@Bec Lourey This is great! Let’s run through these findings with the team during the kickoff next week.

Summary

Customers prefer our desktop app and are struggling to gain value on mobile, due to issues with wayfinding and onboarding. Performance is also an issue, and customers are switching to competitor tools.
Background
Customers have noticed that wayfinding and onboarding is quite difficult and slow on our mobile experience and missing key features to speed up their workflow. These customers as a result are moving back to our desktop application.
This is a cause for concern as a lot of our customers are worried about the reliability and overall performance of the app.
Because of this some of our customers are not switching back to our desktop experience but moving to our competitor tools instead.
Evidence
The main drivers of this seem to be related to onboarding and the performance of the app:

Mobile app research

Interview #1: Bec

Mm, it's really good. I, yea, I think if it was a little bit faster, I'd be way more inclined to check things on my phone at the moment. I still would prefer to use the web app on desktop, but i think if you fix those issues with the slowness, it would be i'd, I'd go to it all the time.

Performance10

Mobile app research

Interview #2: Blake

Well, so i found it really difficult to sort of find my way around the app. So i kind of came in trying to get, continue my, you know, progress on a piece of work and i was having trouble just finding where it was. Like there was some lists on the left and there was like a page on the right, but that wasn't my team‘s page. I was just a bit confused. There was no search or anything like that. So i wish that was easier.

Navigation issues4
User experience23
A recently published benchmark report also highlighted that our adoption metrics are below what is considered the industry standard for consumer mobile apps:
Benchmark reports-kit.zip
ZIP
Uncovered themes
These themes are also reflected in our reviews on both the Apple App Store and the Google Play Store:
⭐️

Our app store rating has recently dropped from 4.3 to 3.8 over the last few months and we’ve noticed an increase in mentions of performance.

Mobile app research

Herleifr Waldemar

Love using the app but slow sometimes. I've been using this app on iPhone, iPad and Mac for a long time, and have been extremely happy with it. But sometimes I do think the app gets a bit slow.

Mobile app research

Some features are slow but overall great app

Some features are slow but overall great app. I enjoy using this app a lot but it really bothers me that some actions take a lot of time to complete.

In our evaluative research
our quantitative survey also highlighted that users struggled to complete Task 4
which we believe is a significant contributor to adoption on mobile:
Task 1Task 2Task 3Task 4
Time on task3:040:530:301:20
Useability score8677

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