Crossing the Chasm with Mobile - EventRebels...View basic case information Nov June 2014 Feb 2015...
Transcript of Crossing the Chasm with Mobile - EventRebels...View basic case information Nov June 2014 Feb 2015...
Crossing the Chasm with Mobile
Best Practices
Monday
August 31, 2015
Your Texas Benefits App: Empowering Clients to
Manage their Benefits
The Realities of
Our Business
What we know for sure
4 2015 2020
What we can not predict
Page 5
Natural
Disasters
Policy
Changes
Economy
Fluctuations
What is the Solution?
Observed in our lobbies
No better time than now
Page 8
Source: 2014 Nielsen Digital Consumer Report, Pew Internet Life Study (2014 forecasted)
85% of new phones acquired
are smartphones
52% HHI <$30,000
70% of the U.S.
Smartphone
Ownership
Right for our client base
Page 9
“Low income families tend to access
online data through apps and mobile web
browsers more frequently than with
desktop computers or tablets.”
2014 Nielsen Digital Consumer Report
Page 10
Part of the equation
Technology Client
Behavior ?
Page 11
The full equation
Technology Client
Behavior Business
Case
The Right Solution
Ap
plica
tio
ns,
Re
ne
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Ch
an
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s A
pp
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ns,
Re
ne
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Ch
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s
Overtime
-21%
Printing, Postage &
Imaging Costs
-$41
million
Vendor
Costs
-$12.7
million
Benefits already
realized via the site
12
2012 vs. 2014
Tenets going in
Page 13
#1) Complement the site, not replace it
#2) Focus on functions easily done on a phone
Page 14
One out of three
dropping off documents
Immediate impact
Address
Housing costs
Money from a job
People on your benefits case
Other money
Money you expect to get
Day Care Costs
Money from working for
yourself
Health Insurance and polices
Help paying rent and bills
Cash, loans, accounts
Person who can act for you
Child support, alimony, guardianship costs
Medical facts and costs
Complex?
Page 15
14 different types
of changes to
report
?
Address
Housing costs
Money from a job
People on your benefits case
Other money
Money you expect to get
Day Care Costs
Money from working for
yourself
Health Insurance and polices
Help paying rent and bills
Cash, loans, accounts
Person who can act for you
Child support, alimony, guardianship costs
Medical facts and costs
Not really.
Page 16
4 types =
80% of all
changes reported
The nonnegotiable
Page 17
More of this = More of this
Upload files
View basic case
information
Nov 2014
Feb 2015
May 2015
June 2015
R1 was all about uploads
Launch
Nov 2014
Feb 2015
May 2015
June 2015
Release 2
Set up a new account
Change password & phone #
Sign up for alerts
View upload history
Account creation was
key for R2
Launch
Nov 2014
Feb 2015
May 2015
June 2015
Release 2
R3 was a big one
Launch Release 3
Report changes
Choose paperless
Message Center
Nov 2014
Feb 2015
May 2015
June 2015
Release 2
R4 focused on user feedback
Launch Release 3 Release 4
Office & community partner
locator
Improved account creation
& case management
Rating prompt
New release prompt
Page 23
Live Demo
Best Practices….
(some times in the form
of lessons learned)
Page 25
Listen to your audience.
User Testing
Reviews
Continuous
Feedback
In Market
Training &
Simulations
Page 26
You have to get the word out.
1 Your staff and
your partners
2 Promotional
materials
Talking points
Video
Demos
Practice patience & flexibility.
Page 27
Balance quality versus speed to market
React quickly to the unexpected
Let go of your best laid plans
You will find yourself having to…
IT Support & Technical Considerations
Page 28
M
O B I
L E
Infrastructure
Security Testing Accessible
Maintaining Expertise
Questions?
Thank You
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