87 percent of people say that a frustrating digital experience leads to at least a somewhat negative perception about that brand (Harris Interactive, October 2013)
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“You have an entirely different onboarding story on the web. You can test easily, cheaply, and fast enough to make a difference on the web. You can fix a critical bug that crashes your app on load 15 minutes after discovery (See Circa). You can show 10 different landing pages and decide in real-time which one is working the best for a particular user.
You can also close a viral loop: A user can click an email and immediately be using your app with you. You can’t put parameters on a download link and people don’t download apps from their computer to their phone. Without the barrier of a download + opening the app to try your product, you can prove value to the user immediately upon their first impression, as is with Google.
In addition, the experience of signing up for a service is superior in every way. Typing is easier. Sign-up with OAuth is faster. Tab to the next field. Provide marketing alongside sign-up as encouragement. Auto-fill information is a feature in every browser.
The open eco-system of the web and 20 years of innovation has solved many of the most difficult parts of onboarding. With mobile, that kind of innovation is lagging significantly behind because we create apps at the leisure of two companies, neither of which have a great incentive to help free app makers succeed.” – via TechCrunch
“I think we’re getting to the point where I don’t even know what a mobile device is anymore. If I have a laptop and the laptop has a detachable touchscreen, is that mobile or a desktop? If I have a phone with a really large screen, is that a handheld or a tablet? If people take tablets and attach a keyboard, is that a tablet or desktop? These things have happened only in the last couple of years. If you look at how fast the user behavior is changing, we began to feel that it’s really important to understand for our advertisers the right way to reach users independent of device and look at the context around them to serve the right ad.”