In a recent sales meeting for a prospective healthcare client, our team at Mad*Pow found ourselves answering an all-too-familiar question.
We had covered the fundamental approach of user-centered design, agreed on leading with research and strategy, and everything was going smoothly.
Just as we were wrapping up, the head of their team suddenly asked, “Oh, you guys design mobile-first, right?”
Well, that’s a difficult question to answer.
While the concept of mobile-first began as a philosophy to help prioritize content and ensure positive, device-agnostic experiences, budgetary and scheduling constraints often result in mobile-first meaning mobile-only.
But according to the analytics data of our healthcare clients, the majority of their users are still on desktop.
We want to provide a positive experience for those users and for users on mobile and tablet apps and for those using mobile browsers — and even for users having an in-person experience! It is not accurate to assume that mobile is the primary experience
.We have so many devices today, it’s impossible to assume someone will use mobile.
We’ve come to the conclusion that mobile-first is not specific enough to user needs. Truly user-centered design needs to start with the journeys our users are taking and the flows they follow to complete their objectives. In other words, journey-driven design