PRODUCT PLANNING
Mobile app or web application: where should you start?
Use your audience, working environment and device needs to shape the first version of your application.
Start with where people work
A customer opening an occasional link has different needs from a field technician using an application throughout the day. Identify the main users, their devices and the tasks they repeat. Design for those situations first.
List the device capabilities you need
Camera capture, notifications, location and offline work can influence the approach. Specify how each capability should behave, including what happens when connectivity is lost or permission is denied. Validate the required behaviour on the devices your users actually have.
Consider access and ongoing updates
A web application can make access through a browser convenient. A dedicated mobile application may suit frequent use and deeper device integration. Both need a plan for authentication, support, accessibility, testing and maintenance; the right choice depends on the agreed requirements.
Build one complete useful journey
For an initial release, choose a journey that delivers value from beginning to end, such as submitting and tracking a service request. Agree the supporting administration tools and integrations as well as the customer screens. Use feedback from this first release to prioritise further development.