Blogs in The Mobile Worker

Secret to Smartphone Satisfaction (Hint: It's not the device)

Blog post by Paul Calento, Sep 17 2012

The bring-your-own-device (BYOD) trend is driven, at least in part, by an inability of current corporate purchased and deployed hardware to match the features and expected functionality employees and execs have in their personal lives. Limited application functionality, rigid and obvious security and sporadic access to corporate data have led many to think that the issue is with the devices themselves.

As a result, many an IT department have begrudgingly allowed personal device use as a way to address employee concerns (i.e. complaints), as well as harness the enthusiasm that many have for their own devices.

App, data and security issues, however, still remain un- or under-addressed. While many organizations "allow" personal devices, they're not necessarily eliminating corporate purchased smartphones altogether, but merely coexisting with them. In many cases, these corporate-supplied devices, which may be more secure and/or have greater access to the strategic/business-critical applications employees want, still lack the perceived "wow" factor.

Here's a suggestion:

A.) Send out an employee satisfaction survey to a group of employees you've recently deployed smartphones to.

B.) Then deploy smartphones to another group of similar employees, this time with an attractive and unique case, much like they'd buy themselves (or maybe wouldn't due to cost, but wanted to). Survey that group.

C.) Compare responses.

My guess is that the group that received the case had a measurable increase in employee smartphone satisfaction. Plus, over time, there's likely a secondary benefit of lower device breakage, due to the additional protection provided by the case.

Secret to smartphone success? The "cool" case.

 


Discussion
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skovsky
Steve Kovsky | Sep 17 2012

Good thoughts Paul. Your statement that past bad experiences with smartphone apps "have led many to think that the issue is with the devices themselves" is dead on. This is echoed in my rant last week, "Getting the Most Out of Your Mobile Apps? Most Companies Fall Short." I quoted a  new Computerworld Quick Pulse study which said that the failure of many individuals and organizations to fully utilize mobile apps can be traced to less-than-stellar "past experiences, there are still many mobile workers who have written off these mobile applications after trying them years ago and finding them to be clunky and awkward. These mobile users are hesitant to try them again.”

pcalento
Paul Calento | Sep 18 2012

Especially for a new enterprise-focused app, you can't just add it and expect people to use it. There needs to be a rollout and training. Internal "selling" is the missing link. Adding a feedback mechanism within the newly deployed apps also may help with usage.

Also, instead of starting by deploying the app that makes sense but has never been used before, perhaps its better to rollout something on the employee "wish list". They'll be more prone to use it, since they've asked for it. Then, on to the more strategic applications.