Across the globe, more people are using mobile devices, which are increasingly user-friendly and intuitive, as their primary means of obtaining information and requesting services over the Internet. And most enterprises realise that the users of their business applications have shifted from traditional personal computers (desktops and laptops) to mobile devices (smartphones and tablets) as a means to access web-based information. This applies whether the intended user for the application is a direct customer, employee, or business partner.
This crucial shift in user behaviour has motivated enterprises to develop mobile channels for their existing business applications, and to plan for new kinds of applications that can exploit the unique characteristics of mobile devices. While there certainly is value in producing a mobile app user interface for an existing business application, the users of mobile applications have come to expect more from their mobile experience.
Compelling and successful mobile apps create an experience that fully engages the end user. So-called 'systems of interaction', these apps anticipate the desires of the user and take full advantage of the rich collection of data that the new devices offer. Plus, they motivate changes in the business processes used to support application users. Systems of interaction encompass both the engagement with the end user as well as the context that existing systems-of-record IT investments enable.
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