Best Practice Report

Just Because You Build It Doesn’t Mean They’ll Use It

October 20th, 2021
Andrew Hogan, null
Andrew Hogan
With contributors:
Fiona Swerdlow , Ashley Villarreal


Each year, consumer-facing brands invest hundreds of millions of dollars in designing, building, and delivering mobile or digital experiences. Then they wait for their customers to start using all the digital self-service tools they’ve built. Too often, they are disappointed by low adoption or usage of their services. Why? They’ve failed to invest in driving awareness, adoption, usage, comfort, and preference for these channels or interaction modes. This report outlines the key success factors to help the right customers regularly use your well-developed digital experiences.

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