May 9, 2017

5 Ways to Craft the Ideal App Experience

We’re fresh off our Dallas breakfast event with the Mobile Marketing Association where Bottle Rocket, 7-Eleven, and Urban Airship shared what effective mobile experiences look like and why they matter. We’re still feeling jazzed about the concepts discussed during the event, and had to share five of our favorites.

Click below to watch the entire breakfast conversation or continue reading for our top 5 takeaways from the event.

Every mobile moment is an opportunity

We believe every mobile moment is an opportunity for a brand to connect to users. Between the rapidly changing mobile market and its technology, it can be hard to keep up. But, consumers expect it. Think about your audience – is it customers, employees, partners? Or a combination of these and more? Effective mobile experiences can serve any variety of audiences when developed with their needs in mind.

People want just a few things from their apps

Users want three things: personal, frictionless, contextual mobile experiences. The needs are few, but the apps that win are successful on all fronts. At Bottle Rocket, we build mobile experiences that exceed customer expectations, bringing them relevant and easy-to-use experiences. Companies like Urban Airship help us take it one step further to ensure we appropriately reach customers in the moments that matter with notification-style messages at every step in the customer journey.

Begin with the user

Through ethnographic research and observing mobile metrics, examine the user journey and learn their experience. Where do they encounter friction and what can a mobile experience do to make things easier? Anticipating these needs makes the experience delightful. You know you’ve done something right when the user responds with, “How did they do that?”

Make it easy

Engage users by extending communications beyond the app with push notifications. Don’t just present thoughts, though—provide actionable prompts, then make taking action frictionless. Take users straight to the app or let them handle business right there in the moment.

Say the right thing at the right time

Since most people use an average of three connected devices per day for more than 200 daily mobile moments, forging connections to users can be difficult. Mobile experiences need to be meaningful. Relevant engagements with appropriate frequency (learned through understanding the user and their habits) can put a brand in users’ good graces. Then, once you’ve got their attention, guide them in taking some kind of action.

Bonus trivia!

  • The farthest 84% of millennials place their phone is on their nightstand.
  • On average, people own 6 connected devices, like smartphones, tablets, and smart TVs.
  • Within the first 30 days of downloading an app, 70% of people delete it.

Want to learn more? We’ve got a lot of experience to share. Tell us what you want to know—we love this stuff!

February 14, 2017

QSR Mobile Experiences Customers Want

When our partnership with Chick-fil-A bolstered the most successful B2C restaurant loyalty program in the U.S., we traced what created the special something that compelled 4 million users to download their app. It was a combination of a native, custom-built app with a thoughtful mobile strategy. In this post, we’re looking at one aspect of loyalty success: the mobile experience.

The quick and easy answer a lot of brands employ to get their loyalty program in front of customers is a pre-made, out-of-the-box app. But, if you’re serious about accelerating the growth of your quick service restaurant (QSR), you’ll need to deliver a customer experience as rich and unique as your dining experience.

Build Customer Loyalty

If you’re still unsure about loyalty apps improving your QSR brand, think of your customers. You can simplify their orders and payment, ultimately impacting your restaurant experience. When you reduce customer friction in-store, they come back. According to Paytronix, that can mean a 4% increase in revenue from a 20% increase in return customer sales. As younger generations develop brand loyalty, your earning potential through a mobile experience also grows. Millennials are more than twice as likely to pay higher prices if they earn rewards.

Placing a logo in a pre-built template may get your loyalty app out there quickly, but now you face another dilemma. What is unique to your brand in the hands of customers? If you’re using a template, your customers will be opening an app with the same interface, providing the same experience as their competitors. Your brand is worth more when the mobile experience is unique.

Develop Native Apps

We know increased average ticket size is a primary reason for wanting a branded loyalty app. Just look at Taco Bell, whose app-based ticket size were approximately 30% higher than those in store. But there are more benefits to your business than more money (though more money is pretty sweet).

When a mobile app adds another sales channel, the customer experience and your backend operations align. Customers can place and pick up orders without cook time affecting wait time…with the right app, of course. Bottle Rocket develops natively for each device our partners’ customers prefer. Since we work closely with brands during development, we build custom apps to address present and future business and customer needs. This sounds like a given for a mobile experience, but not every major brand boasts a custom native app. A recent study revealed of the top 100 chain restaurant brands, 34 don’t provide a native app for customers. More than 10 other brands’ apps were used so sparingly that they didn’t qualify for the study.

Think Beyond the App

We’re successful in building native loyalty apps for QSR partners, but we’ve been around long enough to know customers will soon demand other mobile experiences to simplify their lives.

Ordering online from home or the office is great, but from the parking lot in a connected physical space could be better. We’re also developing voice integration, so ordering anywhere involves less labor for customers. As we’ve learned in 2016 from working with our international partners, 27% of customers wanted faster payment and delivery from their QSR brands. To us, mobile means more than phones and tablets, so we’re utilizing car interfaces in drive-through or delivery scenarios to address both customer needs.

Okay, Now What?

QSR brands need mobile experiences to galvanize loyalty programs. If they want to really make an impact, those experiences need to be custom and natively built. You don’t have to take our word for it, though. Just look at your own brand’s success. It certainly wasn’t built by imitating another store’s approach. Ask for a mobile experience as unique as you to give users what they want now and in the future. Download our three principles for QSR mobile experiences to learn how to make that happen.

While you’re at it, fill out the form below to read our approach to mobile loyalty too!

February 8, 2017

Talking Digital Loyalty with Urban Airship

When Urban Airship, an integration partner for our custom apps and TVE and OTT platform, AWE, wants to know what top digital studios are doing, they come to Bottle Rocket.

One of our Business Development brainiacs, Jake Montgomery, joined a panel at Urban Airship’s 2017 kickoff to give them an answer.

“What's hot for us is digital loyalty,” Jake said. He gave this example of digital (aka mobile) loyalty, an aspect of which is delivering incentives and rewards via mobile, for those new to the concept: “Let’s say a customer goes to a coffee shop four times in a week. On the fifth visit that week, you might surprise and delight them with a free coffee, just because.”

That would be pretty sweet, right? Jake explained more of Bottle Rocket’s redefining work on mobile loyalty — you can read his complete remarks on Urban Airship’s blog.

August 25, 2016

Uday Gajendar Speaks About Enterprise UX at UX Meet-Up

The User Experience Professionals Association (UXPA) has many chapters all across the world that hold weekly and monthly events. Recently, the local Dallas chapter had a UX Meet-Up hosted here at Bottle Rocket.

The featured speaker was Uday Gajendar, the well known User Experience pro, lecturer, conference founder and business coach. His work has taken him to places like Citirx, Adobe, Oracle and Facebook where he established himself as a leading authority on Enterprise UX; the design and development of apps and software typically used inside a business rather than by the public.

Uday Gajendar presenting about Enterprise UX at UXPA Dallas UX Meet-Up hosted by Bottle Rocket

His presentation to an audience of about 65 local UX practitioners discussed User Experience in the context of "craft". Uday proposed that the same level of care and detail goes into the work but the result is less a “precious object” and more of a “facilitating anchor”. He recounted specific examples of success in large organizations and start-ups and pointed out the differences in the environments and their impact on the way people approach design.

The talk was followed by a question and response session giving the audience an opportunity to explore his concepts more deeply during which Uday offered more examples and great advice.

No matter the application, we love talking UX here at Bottle Rocket. Contact us today to find out how our team of experts can enhance your mobile user experience.

March 17, 2016

Rocketeer Adam Polansky Featured in UX Inspired Webshow

Recently, Rocketeer Adam Polansky appeared in an episode of Expose UX. This new web TV show focuses on startup founders seeking help from UX experts.

Richard Brevig, the executive producer of the show, founded his own tech startup and realized no one knew how to use his product. With help from the UX community, he was able to fix the usability of that product. The advice he received from these UX specialists inspired him to develop the concept for Expose UX.

“It’s good to look at apps in infancy and fix things before it is too late,” Adam commented on his experience. “[Expose UX] brings awareness to an industry issue that many don’t tend to think about.”

We’re proud of Adam for giving back to budding startups in a way that reflects the work Bottle Rocket does on a day-to-day basis. Make sure to check out Adam's latest Expose UX episodes.

 

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