Mel’s Thoughts: To tool tip or not to tool tip?

That was the question posed to me by our UX expert on Tuesday when writing our PM UX blog post.

So I thought I’d weigh in with my take on the tool tip. Here goes…

Our foremost concern when creating a mobile solution at Plastic Mobile is the end user – the person who will actually be using our product for their entertainment, everyday lifestyle or as a tool. Ergo, it’s my thought that if you have to explain your app, website, etc., you have probably missed the mark in terms of user experience; if they don’t get it right away, you’ve basically #Failed.

That being said, I am not naive. I understand and appreciate that certain things require subtle cues to prompt or gently nudge the user to properly deploy certain functions or get them started. For instance, on any iPhone, the very first screen has a sliding bar along the bottom. It actually says “slide to unlock” in faint type which is illuminated by a pretty sparkle that lights the path of the sliding bar. This is what I consider a subtle cue. Just a helpful hint to get the user started that, while clearly explains to the user what to do, doesn’t interfere with their experience. We’ve used a few of these similar nudges with various apps, including our award-winning Pizza Pizza app to help the user along the ordering process.

What I’m mostly taking issue with, is the idea that a mobile initiative should come with a manual, or require a tutorial or full explanation in order to make it useful. For me, that says that you over-complicated the application and didn’t properly consider the fundamentals of UI and UX.

What do you think? Are tool tips good, or would you rather it just be clear from the get-go? Tweet us @plasticmobile and join the conversation.

1. Don’t build an app just for the sake of building an app- Businesses are starting to recognize the enormous potential to interact with customers through the mobile platform. As this area expands everyone wants to jump on the bandwagon, especially if their competitors are already embracing the mobile space. The automatic reaction that I often witness is a panic stricken one attached to the words “I need an app… Can you make me an app?”. This reaction is also paired with the misconception that a ‘mobile strategy’ is essentially having an app. Examining the business model to determine the most relevant path into the mobile space, be it a mobile website, an application, or a mobile campaign of sorts might encourage businesses to be more objective with their approach.
2. An app will not solve all your mobile needs- Although an app can serve as a tool to utilize the mobile channel, businesses need a strategy that could come in the form of a combination of SMS campaigns (if need be), mobile websites, mobile commerce, mobile social programs and/or perhaps a tablet strategy.  Exploring mobile commerce capabilities, customer engagement practices, along with possible loyalty programs that are built into a mobile campaign would be a more comprehensive way to tackle mobile.
3. One size does not fit all: As a marketer you don’t need to reach far beyond your personal experience to figure out that mobile is different than the website/online experience. Apps or mobile websites are not just mini websites, and “porting” your site into an app/mobile websites is not a mobile strategy. Mobile devices are used differently, so you don’t just take all of your content and move it onto 320×240 pixel screen. Ask yourself: ‘how much time will my user spend navigating a website on their mobile device?’.  Be selective about what you put out in the mobile space and remember that generally less is more.  Also, take into consideration that mobile usage happens at different times of day, and in different settings for the user, so what you serve should be relevant to time and location.
4. If you build it they wont come: An app or a mobile website is like any other product which requires a promotion and distribution strategy. Identify your target audience, assess your distribution channels, and give your audience an incentive to use/download your product. It may seem elementary to point out that existing and potential customers aren’t psychic, and they’re certainly not browsing the various app stores to see if your brand has decided to offer mobile services.
5. Although this would suggest that you will need to build apps across the various platforms, its important to focus on the old principle of “quality over quantity”.  So if you are at a cross road and deciding between doing an HTML5 app that will work on all platforms, I would recommend that you go for quality (in native form), rather than quantity (in HTML5 form). Disclaimer: HTML5 can be very useful, even in-app, but must be handled with expert care and used for certain design patterns.