Designing a mobile-first CX strategy – Session Report

September 09, 2020


In August 2020, members of the Digital Leadership Forum met over Zoom to discuss ‘Designing a mobile-first CX strategy’.

Representatives from leading organisations including including Unilever, BT, AXA Investment Managers, Coutts, Sky, GSK, Royal London, Natwest, AXA PPP Healthcare, Eurodiet, Selesti and more gained the latest insights into how to respond to today’s growth in mobile app usage, by exploring how to develop a mobile-first strategy.

First, we heard from Emma Ledger, Digital Product Owner at Sky who provided insights into implementing a successful mobile-first CX strategy and why it’s so important. Emma stated the importance of embedding a mobile-CX strategy from day one and letting it lead and shape your product ideation. If a customer’s first experience of digital is a positive one, they’re more likely to try digital again in the future.

Next, we heard from Coutts’ Ashleigh Calderwood, Digital Design Manager, Sandra Mileikyte, UX Director and Sean Hook, User Experience Designer who co-presented on the topic of ‘Launching a New App during a Global Pandemic’. The key theme of the presentation is that inclusivity is key to remaining human centric during pandemic. Attendees gained insights on improving digital experience, the importance of human centred design in the current crisis, and how to test your ideas with end users remotely.

Watch the presentations below: