CALGARY, July 27, 2011 Mob4Hire’s usability product, MobExperience has given Continental Airline’s android application a thorough review and it’s a winner! That is no surprise for the best-rated airline app in North America. Attributing the success of the mobile app to their straight-forward mobile strategy approach, Jeff Ulrich, Sr. Manager, Emerging Technology at United Airlines, states “Before developing the mobile app, we spent time really understanding the customers’ needs and looking at what the app needed to do to be successful. Commenting on the development process, Ulrich shares the team’s secrets for its app success – develop on your strengths and seek assistance for the rest: “We developed what we know best, the airline business, and we sought expertise for areas like mapping, that were not our core.”
Asked what MobExperience brings to the already successful development practice, Ulrich replies, “We think we set the bar for airline applications but we were curious about a couple things, and there’s always room for improvement. We thought there were a few areas that would benefit from having real user feedback from MobExperience, pointing us to areas for focus. This will definitely help our team.”
Many brands have focused their testing efforts on functionality, but it is equally important to ensure good usability and customer experience, which is what MobExperience brings to the table. Its advisors, like Bob Hayes, PhD, ensure Mob4Hire provides excellence in mobile application quality assurance. “We developed methodology to diagnose the mobile user experience to improve user loyalty to the app and brand. We adopted the RAPID loyalty approach so brand managers can assess the mobile app’s impact on different types of user loyalty.”
Meanwhile, Mob4Hire knows that the process of field-testing any app can be difficult, and for Continental’s android app there was no room for error: “We used live data, creating mock flights to give testers a chance to use live features like check-in and seat selection” Sarah Paprocki, Senior Staff Rep, Emerging Technology Applications.
To ensure that the testing went smoothly, Mob4Hire uses its professional services team to ensure high quality results. “With a crowd of over 53,000 Mobsters around the world, we can recruit for our customers specific needs.” Bruce Chrumka, Vice President, Professional Services.
United and Continental merged and the team continues to lead: “We just launched the integrated United application on iPhone and plan to do the same for android.” Ulrich