Mobile

Seeing Success with a Mobile App - From Training to Adoption

Victoria Harkes
8 Minutes

Seeing success with adoption does not have to be an uphill battle. The use of mobile devices is an integral part of our lives and can simplify our day-to-day activities. But, introducing and launching a mobile app itself can take anywhere from a few weeks to a few months. You have to know what your viewers want. Why might your audience be reluctant to use this application? It’s usually because they don’t know how to use it – and often aren’t given much reasoning behind why they should learn. As a result, you need to be able to provide training on how to use it both internally and externally, but also explain the merits and reasoning behind this new communication channel. It is suggested that you have a concise plan for both pre and post launch of the app. The measurement for success is not only number of downloads, but number of active users.

Seeing success with adoption boils down to 5 key points:

  1. Promote the app and educate your viewers
  2. Create an FAQ page on your website
  3. Requesting feedback
  4. Make using the app fun and frictionless
  5. Consistency over constantly with posts and notifications

Let’s dig in on creating a plan for success with a mobile app!

1. Promote the App and Educate Your Users

Promoting your new app to your users

Plan the promotion surrounding the launch of the app. Here is a starting outline for you:

  • 3 Months Pre-Launch: Introduce the idea of a new app. Include information about the features and the benefits
  • 1 Week Pre-Launch: Have a pre-download option to act as a reminder of the launch for your audience
  • Launch Day: The app should prompt the user to download and signup with existing options such as a Google account or Facebook. This would also be a good chance to be presenting videos on the features and how to use the app
  • One Month Post-Launch: Assess the number of downloads and active users
  • 3 Months Post-Launch: This is the time to inform the users of any future changes and updates. This is also a great time to request feedback and take that into consideration moving forward

Offer proper training about the app. Giving insights about the app will make them feel better equipped and use the app as part of their daily routine. This should be done on an internal and external basis.

  • Internal: Send out the information to school staff, of what they can expect and how to use it, leveraging videos, webinars, and how-to guides
  • External: Offering the parents and guardians and students an advanced download will make them aware about the app before it is even launched. Create and share a basic FAQ page, with how to login, what information can be found on the app, and where to go if there are problems

Use interactive training material that offers insight on how to use it. This must remain mobile friendly and be available during work hours. You will want to have as much training content available on-demand as possible to match the busy schedules of staff and teachers. Use simple language when presenting training content. Avoid the use of jargon or language used in programming. Most users probably won’t be familiar with this. Using broad language will allow messages to reach your users clearly

2. Create an FAQ Page on your website

Help your users with a FAQ page.

Creating an FAQ page allows for the users to discover the answers to common questions in one place. This can not only reduce time that staff spends answering easy questions, it can simplify the experience for the users and encourage them to use the app. An FAQ page is an integral part of making the use of the app more enjoyable. As a result, information must be high-quality content that will help users find answers quickly. This is also the chance to show that you know all about the app before questions are even asked.

Include answers to questions like:

  • What is this app?
  • Why has [School District] chosen this app? Or chosen an app at all?
  • How is it different from the website?
  • Are there any costs associated with using this app?
  • Where can I download the app?
  • Are the mobile app features the same as the regular website features?
  • How to connect to my student’s teacher?
  • Where do I update the latest version?
  • How do I access my child’s portal?
  • I’m having trouble with the app, what do I do?

You can include long-tail keywords in the FAQ that viewers may be searching for. This will also make it easier for the school and district to be picked up in search engines. The FAQ page should go hand-in-hand with what already exists on the app and website. It should always lead back the benefits of using the app. You need to be able to put yourself in the position of the user, the parents and guardians, students or teachers, and figure out what questions might arise. As such, answers must be easily understood, but still provide in-depth solutions to key concerns.

3. Requesting Feedback

Getting feedback from your app

As mentioned earlier, you should be seeking feedback from your users. This will not only strengthen the level of interaction with your audience but will also help improving the app itself. Having the users feel that they are being heard will contribute to the app being used more regularly. Feedback can be done in the form of a survey that is distributed as needed depending on the user activity, some for high frequency users, and some for low frequency users. This is ideal to do 1 month, 3 months, and 1 year after the app is launched.

  • Feedback drives the mobile app road map to make necessary changes
  • Foster relationships with the users and the relationship between teachers and parents
  • Leaves a feeling of being more connected

A few questions that the users can be asked:

  • What features would you like to see the app offer?
  • How often do you use the app?
  • What do you think of the content?
  • How visually appealing is the content?
  • What do you think about the story we tell through the app?
  • Are notifications too frequent? Too little? Just right?
  • What improvements would you suggest, if any?

Responding to feedback must be done in a positive manner, such that your users feel heard. Again, following up with the users increases engagement. Lastly, always thank them for their feedback.

4. Make Using the App Fun and Effortless

Make your apps fun to use.

Be Creative! The app must have something valuable to share. Include facts on the app that make it interesting to download. Include things like contests between classrooms and schools for the most downloads.

By providing seamless login options, adoption rates will improve. The easier it is to sign-on, the easier the features, the more likely the users are to use it.

The following can help create frictionless app adoption:

  • Easy log-in and account creation e.g. Google or Facebook
  • Offer feature education on a well-promoted FAQ page
  • Teach functions through videos or short guidelines

5. Consistency Over Constantly

Consistency over constantly sending out updates

While sharing information on a regular basis, it is essential that users aren’t constantly bombarded with dozens of notifications an hour but, posting every six months is not the solution to increasing downloads and usage of the app. People want to be up-to-date, especially when it comes to their child/children. This is where you should create a plan of how often to post things and who to target it to; teachers, parents and guardians, or students. With the implementation of push notifications, you can also encourage the use of the app and give users a reason to check the app every day.

Final Thoughts

Final thoughts on mobile apps

The goal of introducing an app is not just to have people download it, but to have them adopt the app and actually use it. The level of engagement and user retention are equally important. As such you should promote the app in advance and educate your users. You should create an FAQ page to assist users at their convenience. Requesting feedback allows you to understand how users view the service and allows you to apply that to improving their experience. By making the app fun and effortless such as having an easy log-in option can simplify the use of the app. Lastly, sharing information consistently rather than constantly can help drive engagement and retention.

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