• Social Studies Blog. How to succeed in social business.
  • The Impact of Mobile on our Product Offerings

    I have discussed the way mobile and, more generally, multi-screen interaction has shaped our design process. But beyond interaction design, mobility impacts the type of products we choose to build. Our product roadmap is influenced by whom we serve:

    • Consumers, who use our platform to:
      • Interact with each other and with brands
      • Find answers, provide feedback, make buying decisions
    • Business users, who use our platform to:
      • Interact with each other and with consumers
      • Manage and extract value from the community
    • Applications and partners in the ecosystem, who use our platform to:
      • Access underlying entities and business logic
      • Provide and consume community data

    We envision the applications and capabilities for each of these constituents through a mobile lens.

    Our new community web application, under development presently, represents the principal mechanism consumers will use to interact with Get Satisfaction communities in the future. This new app is being built first and foremost as a mobile experience. Using responsive design, it will adapt itself for optimal presentation in smartphone, tablet and desktop environments.

    Our new business console, a web app we’re building specifically for business users (community managers, moderators, administrators, employees), is also being designed for mobile use. Our experience working with and teaching community managers (and managing our own Get Satisfaction community) clearly shows how business users interact with community content on the go—to answer questions, curate topics, and monitor community health.

    As we build out APIs and SDKs, we do so with the needs of mobile application developers in mind. We currently see developers adding community functionality directly in their mobile applications, so we want to address those needs with suitable components and interface technology. We intend to provide integration capabilities germane to both browser-based mobile applications and platform-specific apps.

    Other than SDKs intended explicitly for use in mobile apps, the products we’re building are not mobile or desktop—we view all user-facing web applications as being intrinsically mobile, and we design them accordingly. To us, mobile is not a product or feature, it is simply the way a substantial segment of our user population accesses and manages our communities. Our product development efforts reflect this point of view.

    **This post is the fourth in a Mobile Manifesto series. Read the previous post here, then check back in next week for the final post in the series.

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    David Rowley

    About David Rowley

    As CTO of Get Satisfaction, David is responsible for the technical and product direction and manages the teams that define, build, test and operate the company's family of highly scalable SaaS products.

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