TOP MOBILITY TRENDS 2017

INTRODUCTION | 2017 MOBILE TRENDS

Hello there!

Every year we collect thousands of interviews with employees, customers and partners, key insights from customer projects, articles, white papers and general mobility industry trends in a report for the coming year.

We then translate it into actionable insights for our readers. The focus is primarily on insights and actions that will have an impact on results in the next year, but also the longer term technology trends to be aware of.

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What are the big mobility trends which will impact businesses and consumers in 2017?

What do you need to know, discover and take action on to make the most out of mobility?

How can you become more agile, faster and successful with your mobile projects?

PUTTING CUSTOMER EXPERIENCE FIRST

ACCELERATING INNOVATION THROUGH PARTNERSHIP

RE-INVENTING (NOT JUST MOBILIZING) YOUR BUSINESS

DEVELOPMENT TOOLS AND PLATFORMS EVOLVING RAPIDLY

SECURITY AND PRIVACY HITTING THE BOARDROOM AGENDA

MOBILE AD FORMATS CHANGING

REAL SOLUTIONS BY THE INTERNET OF THINGS

PUTTING DATA INTO ACTION

OMNICHANNEL AND MOBILE PAYMENTS BREAKING THROUGH

WEARABLES FINDING THEIR PURPOSE

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2016 TRENDS - PREDICTIONS

2016 TRENDS | 2017 MOBILE TRENDS

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In 2016 we predicted that organisations that embraced the following trends would gain an advantage.

PUTTING CUSTOMER EXPERIENCE FIRST

RE-INVENTING (NOT JUST MOBILIZING) YOUR BUSINESS

DEVELOPMENT TOOLS AND PLATFORMS EVOLVING RAPIDLY

SECURITY AND PRIVACY HITTING THE BOARDROOM AGENDA

MOBILE AD FORMATS CHANGING

ACCELERATING INNOVATION THROUGH PARTNERSHIP

REAL SOLUTIONS BY THE INTERNET OF THINGS

PUTTING DATA INTO ACTION

2016 TRENDS - REALITY

2016 TRENDS | 2017 MOBILE TRENDS

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OMNICHANNEL AND MOBILE PAYMENTS BREAKING THROUGH

10 WEARABLES FINDING THEIR PURPOSE

True False Neutral

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The majority proved to be right, but some were too early or simply wrong (eg. mobile payment break-through).

CUSTOMER EXPERIENCE

BIG AND SMALL DATA INSIGHTS

DEVICES TECHNOLOGY BIG INNOVATION FOR INNOVATORS

Reimagining business in a mobile world, human-centric design, managing the multi-channel challenge and finally, customer- centric IoT.

Solving problems with data vs. a focus on tools, fast access to data and data driven organizations..

Who will be the leaders in 2017? What´s happening with wearables and what impact will virtual and augmented reality have?

The winners in cloud, hybrids taking over and accelerating development with DevOps.

2017 TRENDS

2017 TRENDS | 2017 MOBILE TRENDS

Innovation labs are failing and how blockchain, AI assistants and software in the car may impact you.

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CUSTOMER EXPERIENCE

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Fortune 500 CIO

We need to leverage mobility to change how the company works to compete with digital-only companies."

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1.CUSTOMER EXPERIENCE | 2017 MOBILE TRENDS

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1.1 Reimagine Business in a Mobile World

Digital transformation is dead - if you're going through a digital transformation then your business is probably in big trouble. The end goal should not be to digitise a company but to deliver better products, services and cost efficiencies. When asking customers if they've deep-dived and mapped out their customer journey recently, almost every online business says yes and brick-and-mortar or mixed businesses says no. Understanding how customers interact with your products, services and business is the key to success, not digital.

The lowdown

1.CUSTOMER EXPERIENCE | 2017 MOBILE TRENDS

To stay competitive it's equally important to reimagine internal ways of working including the processes and tools for employees.

As part of reimagining businesses, we also see a major shift from products to services. Instead of buying nicotine gum, a person trying to quit smoking signs up to a quit smoking support program which includes the gum or patches (Nicotinell) and instead of buying a car, customers sign up to a car service (e.g. Zipcar).

The biggest challenge is that there are so many opportunities and so little time and resources. Therefore organisations must become faster and more efficient to succeed.

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What does it mean for you?

1.CUSTOMER EXPERIENCE | 2017 MOBILE TRENDS

Imagine you had no physical or web presence today. How would you redesign your business in a mobile world? Imagine you had no offices, how would you redesign the workplace?

Map out the ideal customer journey for your customers and employees and redesign the products, services and processes accordingly.

Read more in our reimagine blog post about how you can improve your innovation process and leverage lean UX (next trend) to succeed. https://dminc.com/blog/the-cx-shift-to-mobile-services/

Consider how existing products

can become

services.

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https://dminc.com/blog/the-cx-shift-to-mobile-services/ https://dminc.com/blog/the-cx-shift-to-mobile-services/

Examples:

1.CUSTOMER EXPERIENCE | 2017 MOBILE TRENDS

CUSTOMFIT

What would Fitness First look like if they had no gyms?

VIRGIN RED

Bring all the Virgin brands together under one engaging service.

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1.CUSTOMER EXPERIENCE | 2017 MOBILE TRENDS

Jeff Gothelf

The practice of bringing the true nature of a product to light faster, in a collaborative, cross-functional way with less emphasis on deliverables and greater focus on a shared understanding of the actual experience being designed.”

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1.2 Greater success with Human Centric Design

User Experience is not art. Never trust a UX designer who doesn't involve end-users in the design process. It will fail 9 out of 10 times*.

More organizations are combining Lean UX with Design Thinking as foundations for Customer Experience (CX) to prioritize learning over delivering arbitrary software. The ability to learn quickly, and apply those learnings systematically, allows tremendous value to be unlocked in the form of mobile experiences, apps, and services. We call it human-centric design.

* Based on DMI research of 300+ projects

The lowdown

1.CUSTOMER EXPERIENCE | 2017 MOBILE TRENDS

The measure of progress and success changes from output to outcome. Output: the stuff we make; i.e. features, wireframes, mockups; Outcome: a measurable change in customer behavior that can be attributed to a specific output (this ties the team’s work directly to something measurable).

Practically this means 4 key changes:

1 START BY IDENTIFYING AND UNDERSTANDING THE PROBLEM;

RAPIDLY TEST MULTIPLE SOLUTIONS TO THE PROBLEM UNTIL YOU FIND ONE THAT WILL DELIVER RESULTS;

MOVING FROM OUTPUT (WIREFRAMES OR MOCKUPS) TO OUTCOME (PROTOTYPES THAT CAN BE TESTED WITH USERS);

FAIL AND SUCCEED FAST THROUGH TESTING, TESTING, TESTING AND MORE TESTING BEFORE BUILDING

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http://process.it/

What does it mean for you?

1.CUSTOMER EXPERIENCE | 2017 MOBILE TRENDS

For most businesses, implementing human-centric design will have a positive impact within weeks. There will be challenges in getting buy-in from the organisation. Start small with a couple of projects and share the results with others.

Apply a data-driven and critica