In order to deliver leading edge products your R&D efforts need to be constantly one additional step ahead of the ‘leading edge’,I have heard this called the ‘bleeding edge’ or basically predicting the future!
Since we founded bemoko in 2007 predicting the future has basically been our job, looking way out there at technology trends, consumer adoption and technical advancements in both software and hardware and assessing what’s going to shape the future technology landscape.
bemoko has been amazingly adept at getting our predictions right, which I think comes down to having immense passion for what we do. In 2007 long before the first smart phone, we built our mobile web delivery platform designed to deliver mobile web for any device. In 2007 this seemed like a bonkers idea, but we were all passionately convinced that pretty soon companies would need to take a mobile first approach to web development – a concept that is just emerging today and one that bemoko have the leading and most advanced solution to deliver against.
With all things web and especially mobile, nothing stands still for long so as we continue to innovate we continue to look ahead what we need to do to remain at the leading edge. So what does that look like? Our overarching feeling is that devices, desktop, mobile, tablet and all the other groovy things like Google glasses will soon just merge into “web” pretty soon developing in silos will be a thing of the past, we’re calling this One
Web; an environment where people will surf, shop, play, chat, and do all the other things that being “constantly connected” will deliver but the physical device will be secondary.
In this new and exciting environment the biggest challenge will be managing a customer’s experience as they move across channels and devices – their expectation will be one of a seamless experience that adapts and morphs to the specific time, place and interface. So as important as the ability to deliver content ubiquitously, the content itself will need to be highly adaptive and interpretive. This is next generation customer experience management (CXM)
This new era of CXM, which we are all approaching at break-neck speeds will require advanced technology and broad expertise drawn from what are currently slightly different but aligned technology backgrounds of content management and user experience, and cross device delivery (e.g. mobiles, tablets, cars and TV’s etc.) Bring these two elements together and the result will be at the cutting edge of ubiquitous computing (Sometimes referred to as omni-channel)
So in our quest to innovate and continue to provide leading edge services we have brought bemoko and SDL Plc an international provider of digital customer experience management solutions together in an acquisition of bemoko by SDL. Adding the bemoko multichannel delivery technology into SDL’s suite of customer experience management solutions will enhance SDL’s existing capabilities and deliver an incredible combination of products built for the next generation of web – ‘One Web’.
We are all hugely excited to be in a new home with new technology capabilities,wider expertise and an international footprint and are looking forward to continuing to be at the leading edge for many years to come.
Mobile is changing
Web content is changing
Internet is changing
For further information visit http://bit.ly/bemokosdl
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Phillip Clement – @PhillipClement
Mobile has always thrived for applications where immediacy is paramount and retailers should not fall short of allowing the customer to complete their transaction whenever and wherever the customer may be. Waiting until the user is back at their PC may push your customer to connect with one of your competitors. Taking payments is not difficult, so let’s take a look at how you can take payment on your mobile web site and complete the customer’s journey.
Payment options at your disposal include:
- Online wallets
- Credit card – similar to what you might expect on a PC site
- Direct operator billing – payment taken of the customers bill
- Premium SMS (a.k.a PSMS) – SMS sent to customer that gets
Various on-line payment service providers, such as Bango, CellPoint Mobile, Braintree and PayPal provide hosted solutions that allow you to get up and running quickly for these different payment options. Note that service providers may not give you all of the 4 payment options above.
These hosted solutions work by taking the user to a payment page provided by the payment service provider so that payment can be taken. A typical flow for this is :-
- The user makes the product choices on your web site filling up their basket
- When the user is ready to purchase the products the user is directed the payment service provider page. This is typically by an HTML form that takes the user off your site, although you should be able to customise this page so that it looks like your brand. If you decide to take payment details on your site rather than redirecting, be sure you understand the PCI compliance rules that govern storing credit card data.
- When the payment has been confirmed a back-end callback can be made to your web site to confirm the purchase is OK and the user is taken to a thanks page on your side. The callback is necessary to reduce chances of unscrupulous users fooling your site into thinking that the payment has been received.
- Your site delivers a thank you page AND sends out email or SMS confirmation to the user that the order is on its way.
Note that the callback may occur in a couple of stages 1) payment has been authorised – i.e. funds reserved and 2) payment captured – i.e. funds transferred to your account. So do be ready to handle either of these signals – if you’re dealing time sensitive products, e.g. take away delivery, then you’ll want to put the order in motion as soon as the payment as been authorised. Otherwise you may want to hold off on putting the order in motion until you’ve had confirmation that the payment has been captured.
Do compare the commission that each of the service providers takes on each payment as this can vary significantly from one provider to another and from one payment option to another (e.g. credit card vs PSMS).
When it comes to 3D secure, the user experience has not yet been optimised for mobile, although it does work. If you choose to disable it then you may improve the user experience, but you will be taking the risk that payment is fraudulent since 3D secure does give you extra security for your payment.
As always – monitor your site. When you start taking payments, ensure that you monitor how much your site takes every hour and send out alerts if orders drop off during an hour. This can be an early warning signal that something is misfiring. If you are using a platform to deliver your site, such as bemokoLive, then these alerts and the monitoring come built in, making it much easier to ensure that every order gets fulfilled.
If you want to talk to us about how to start taking payments on your mobile web site and take use of some of our existing payment integrations modules then please get in touch, feel free to share or comment on this blog
Posted in: business, iphone, java, mcommerce, mobile, mobile design, mobile search, mobile technology, mobile UX, mobile web, multichannel, public website news, responsive design, smartphone, social, tablet, transactional, web optimisation
Posted By Emily Nicholls Thursday, September 13, 2012. No Comments
Responsive design certainly has it’s appeal, based upon if what you read is true that is ie: people spending more time on your site, content display etc… It initially looks like it is the panacea to solving the growing problem of delivering content to different devices.
What responsive design misses is that mobile users have different needs and context from someone using a 21″ desktop computer. Trying to squeeze a desktop site into a mobile sized site is not necessarily the most optimal experience –the Channel 4 site http://www.channel4.com/news/ as an example is over 2MB in size. Not only does this take a long time to download on a phone (over 2 minutes on a test I did), the phone then throws away half the content as isn’t displayed. To top it all, the site didn’t display properly on my Samsung S3 after I’d waited all that time. Setting something to display:none doesn’t mean it doesn’t get downloaded.
Adapting content based solely on screen size versus users needs overlooks usability issues and differences between touch and click based interfaces.
Responsive design definitely has its place, but if assuming the only difference between desktop and mobile is screen size is not a strong basis for building a lasting and long term mobile strategy that will enable your brand to thrive.
There are common misconceptions around responsive design that will ultimately undermine the capabilities and the power of mobile devices, so we appeal to you to think carefully about the savings you may gain at the start and think about 6-12months from now when changes, development and where you want to see your business and brands positioned.
If you recognise and harness the strengths of mobile and it’s platform and ensure that you design the User Experience, Navigation and develop for your customers/users then you will quite simply create something that’s not just good but outstanding.
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Posted By Emily Nicholls Wednesday, August 22, 2012. No Comments
PIZZA HUT DELIVERY LAUNCHES MOBILE ORDERING
Pizza Hut Delivery has launched a new mobile version of its UK website to allow customers to easily place orders for delivery or collection from their mobile.
The site is a mobile-optimised version of the main Pizza Hut website. When a customer visits www.pizzahut.co.uk from a mobile device to order a delivery and enters their postcode, the site automatically appears in the format which best suits their screen.
The exciting new version of the site enables customers to pick the ‘Hut’ they want to order from, and gives them the ability to place future orders, see the latest deals and promotions and share their orders with their friends by linking directly to social media.
Mags Dixon, Chief Marketing Office for Pizza Hut , said “The customer experience is always a priority for us, so we’re delighted to be able to give people the opportunity to order online from any mobile device in such an innovative way. We’re giving our customers exactly what they told us they wanted, and we’re expecting a large proportion of our sales to now come from mobile.”
To build the site, Pizza Hut Delivery commissioned Bemoko, who gave the mobile optimised website all the functionality anyone would ever want, including click to call, a location map, a deals maker, the option to enter a voucher code into your basket, and the ability to make an order via Facebook Connect.
Phillip Clement, Sales and Marketing Director for Bemoko, said “Pizza Hut Delivery wanted the best user experience across the widest range of handsets with fast download times and full analytics. They wanted maximum flexibility and agility moving forward, but they also wanted it delivered fast.”
About Pizza Hut Delivery:
Pizza Hut Delivery opened its first UK store in 1988, and its first franchised store in 2011. There are now 300 Pizza Hut Delivery units across England, Scotland and Wales. Pizza Hut Delivery is a wholly owned subsidiary of YUM!, one of the world’s largest franchisors; around 76% of the 13,000 Pizza Huts around the world are franchise owned. Pizza Hut is one of the UK’s most popular social media brands, according to a SocialBakers 2012 report.
Bemoko creates an unrivalled mobile user experience from your existing web content – with the crucial operational simplicity needed to meet your business goals. Bemoko allows you to quickly gain access to unbeatable performance across smartphones, tablets, e-commerce, social media…and whatever comes next.
Posted in: business, facebook, fast food, iphone, mobile, mobile design, mobile search, mobile technology, mobile UX, mobile web, multichannel, PC website, pizza hut, press, public website news, retail, smartphone, social, tablet, transactional, web optimisation
Posted By Emily Nicholls Monday, August 13, 2012. No Comments
London – 13th August 2012 – bemoko, the leading multi-channel optimisation specialist today announced that it has completed the development of a mobile dealing site for retail stockbroker, The Share Centre.
bemoko were tasked with creating an optimised mobile website which takes existing information from The Share Centre’s desktop site and customises the content to appear on any mobile or tablet device.
A mobile dealing site was crucial to The Share Centre as the number of customers using their mobiles to deal is increasing. It was also important to ensure the company remain competitive in the current market.
The Share Centre wanted to allow access across a wide range of mobile devices rather than device specific apps. Working with bemoko and implementing a mobile web app meant they were able to achieve this goal and crucially ensure that the system was robust and secure enough to give customers confidence executing high value financial transactions via mobile.
Mat Diss, Managing Director at bemoko, commented: “creating a seamless website for mobile is our niche and we are extremely pleased with how we have developed the mobile UX with The Share Centre. It has a strong, clean and straight forward approach to it giving the customer the information they want in less clicks”
Guy Knight, Sales and Marketing Director at The Share Centre, said: “During busy dealing periods as much as 10% of customer deals come from mobile devices. We hope to see a significant increase in access and dealing via mobile now that we have optimised a site for this purpose. Working with bemoko has allowed us to provide our customers with a truly flexible online dealing experience via mobile. Customers can deal quickly, on the move, from any device. ”
Welcome to better mobile, Mobile is mainstream – your mobile web presence helps to define your brand.
bemoko creates an unrivalled mobile user experience from your existing web content – with the crucial operational simplicity needed to meet your business goals. bemoko allows you to quickly gain access to unbeatable performance across smartphones, tablets, e-commerce, social media…and whatever comes next.
For more information,
Contact: Emily Nicholls
Tele: 0844 2620909
Follow Me on:@bemoko
Posted By Emily Nicholls Wednesday, June 6, 2012. No Comments
Designing the User Experience 5 year Plan
Over the next five years user experience design will be most affected and influenced by three things: Consumers’ ability to engage electronically anywhere – any time, the disposability and adoption rates of new hardware technology and the speed that social media is giving consumers in their ability to share experiences and choices globally and within minutes. Together these three elements are so powerful that consumers now have a direct say in user experience and ultimately what survives.
User Experience (UX) designers are just beginning to get to grips with the shift from “small screen” design to ‘mobile design’ i.e. actually designing for mobile devices and the way they are used. But just as designers master this, they also need to embrace the next phase of mobile; Computing Mobility. The new breed of mobiles, smartphones, tablets, and gaming devices are the new ‘PC’ and are meshing the online and the real world environments into one, which means that user experiences will need to dynamically adapt to the situation, the moment, the place and even the mood of their customers.
Data from Microsoft’s internal analysis of their mobile search query data reveals that 70% of PC “query chains” (essentially search tasks) are completed in about one week, while 70% of mobile users do so in an hour. Computing Mobility allows users to act fast and spontaneously, using information that is directly around them either in the real world; for example trying to find a product or service and information about it, or prompted by advice from friends and contacts over social media. User experience design has to match this requirement, long menu systems, endless graphics and deeply hidden information suited to a PC will prove fatal for a brand’s website. Integrating UX into the way people use mobile computers as part of everything that they do, augmenting these experiences and enhancing the combination of the multiple elements of an activity, building in and delivering interactive and intelligently dynamic pages that adapt to the surroundings and the immediate needs of the user will be key in the design process.
In the business of our everyday lives it is easy to allow the pace that things are moving to simply happen without giving it a thought – our willingness to change and our ability to forget what was ‘in’ yesterday is incredible! Adoption is so fast that technology trends don’t have a chance to languish as ‘old’. The landscape is constantly ‘new’.
This speed of change will be a UX designer or web developer’s biggest challenge – developers predicting there will be fewer platforms or form factors over time and hoping that developing in technology silos will do the job, will find themselves chasing their tails on a continual basis. Smart developers will seek out development platforms to enable them to keep pace with the changes, maintain their market position and keep costs under control.
Not only will the UX designer need to cope with a widening device set, they will also need to consider multiple devices for each user. The trend for consumers to use multiple devices, selecting the most appropriate for a given situation and often using more than one device at a time will continue to grow. A recent survey suggested that already as many as 80% of people watching TV are also using a tablet or smartphone! User experience design will need to give people the ability to switch from mobile to tablet, to TV or to a bricks and mortar store seamlessly and remember both the customer and where they are in their journey.
As Computing Mobility increasingly weaves itself into our every-day lives and activities the ability to be always connected will take multitasking to new levels. Brands will no longer have a user’s undivided attention; they will have to share space with multiples of other activities – browsing, shopping, reading, chatting, watching TV, socialising, eating, drinking and perhaps even sleeping! User experience design will need to allow users to carry on with these activities without losing continuity, allowing them to pause what they are doing or engage and interact with other simultaneous activities, perhaps allowing friends to watch and share an online shopping experience, helping them to browse, choose and select, so rather than competing with other activities brands will be able to augment the whole experience.
Commercial drivers will also have a significant effect on UX design, especially in the payments world – we are already seeing contactless payment creeping into every-day use. The relaxation of credit card companies and banks obsession with security means that small purchases can now be made using contactless credit cards or stickers that hold your card details stuck on your mobile. As these early POC’s become common place and the commercial and technical backbones of virtual wallets become mainstream, UX design will need to respond and adapt to different user flows and user expectation to speed and availability.
Planning the next 5 years will require both technology and user experience collaboration. Currently most developers think in silos – online, offline, mobile, PC. Bringing these together into one cohesive package will need a catalyst rather like the iPhone that made listening to music, checking voicemail and browsing completely different to anything we had seen before.
The use of dedicated delivery platforms which make delivering a consistent brand image over multiple devices will grow exponentially as managing sites on multiple devices becomes increasingly difficult and expensive. Designers should not need to worry about the capabilities of the range of devices and should be able to rely on a technology platform that handles the differences for them.
UX designers and developers will need to embrace methodologies that deliver a write once and actively deliver the right experience to whatever device is accessing the site and at the same time control the cost of maintaining a growing codebase, the use of platforms that deal with all of this will be increasingly used to cost effectively deliver the experiences necessary in agile channels and Computing Mobility.
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http://internetretailing.net/magazine/current-issue/ – Source of Article from Internet Retailing June 2012
Posted in: business, iphone, mobile, mobile design, mobile search, mobile technology, mobile UX, mobile web, multichannel, PC website, press, public website news, retail, smartphone, tablet, web optimisation
With stats on the increase for people searching online for information and
with tablet browsing looking to overtake pc sites, then why it is that
companies are still thinking it’s the norm to concentrate all efforts on
enhancing or re-developing existing pc experiences and then think about doing
mobile as an after thought – therefore leaving mobile for at least 6 months
Surely with the same effort you can have a PC site and a mobile site as part
of the same build for a smaller investment. Are we not yet at the stage
where the mind-set should be reversed and really the question that should be
asked is if we are going to want a mobile site why not build PC site with
this in mind and do the two together?
With more businesses seeing their trade moving from PC to mobile and even
bricks and mortar businesses seeing their revenue switch to online can your
business really afford to wait? Marks and Spencer mobile purchases are
apparently on average double the value of on their PC Site.
By delaying through concentrating on your PC site now and then looking at
mobile, your opportunity cost is high, and your actual build costs will also
be far higher and more painful in the long-term as you’ll be managing 2
sites . By doing it now and as part of your current build you’re only
looking at an incremental increase of around 20% in time and cost, your
on-going management of mobile will be drastically reduced and your
opportunity cost will be reduced too. If M&S are anything to
go by you’ll be making money!
If all of this doesn’t make you think about doing your mobile now and as
part of any existing build or refresh then consider this… Data from
Microsoft’s internal analysis of their mobile search query data reveals that
70%t of PC “query chains” (essentially search tasks) are completed in about
one week while 70% of mobile users do so in one hour!
Your customers aren’t waiting, so why are you?
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Cross-device web content optimisation provider partners with information management specialist and successfully delivers first joint website development project for US-based international marketing agency
bemoko, the cross-platform web content optimisation provider, has partnered with IPL, an IT services company specialising in IT solutions and consultancy, to provide integrated online projects. bemoko will create client websites that are optimised to run across all platforms and devices. bemoko will also ensure that the websites fully integrate with any backend systems. IPL will be responsible for the back end of the websites – overseeing any integration with third party platforms such as marketing, accounting or ERP systems, whilst also providing on-going managed services support.
The reliability and high performance of this partnership has already been proven in the creation of a multi-lingual educational website for one of the largest pharmaceutical companies in the world, on behalf of a US-based international marketing agency. This project resulted in the successful deployment of a cross-platform website, available in multiple languages and including a full integration with the pharmaceutical company’s own CRM databases.
On an ongoing basis, the partnership will allow bemoko and IPL to jointly deliver similar enterprise-scale website projects across all business sectors. bemoko will govern the front end deployment of the website and ensure full functionality across all internet-ready devices, while IPL will provide a full managed service for the underlying back end, including security, integration, support and ongoing maintenance.
bemoko is a cross-device web content optimisation provider, which has been developing mobile websites since 2000. bemoko’s solution supports all devices and uses the latest HTML5 techniques to ensure the best possible user experience. IPL provides a wide variety of enterprise level solutions for major industry sectors including aerospace and defence, banking and finance, emergency services, government, telecoms and media.
Philip Clement, Sales Director at bemoko, comments, “We are typically responsible for the most visible part of the website, and for ensuring that every element of its design translates on to any possible device used to access it. However, if the underlying structure of the site and its ability to integrate with other crucial business applications fails, then our work is fundamentally undermined. Our ability to perform depends on our project partners, as delays in the infrastructure development inevitably constrains our own activity. We therefore have to surround ourselves with reliable, experienced organisations whose work is proven and of a consistently high level. In partnering with IPL, we are now confident in our ability to deliver successful website projects consistently on time and to budget.”
Jim Thomas, CTO of IPL, comments, “We are anticipating this partnership to be a highly mutually beneficial one. It is hard to imagine major online projects being developed without a need for cross-device access. For example, online banks, e-learning and e-commerce projects all require equal access no matter what the device. However, access is only one part of the story as there is little point in guaranteeing the ability to upload a website on to any device if the underlying applications are not fully functional and integrated into the whole. As a result, partnerships such as this are essential and in the process of completing the multi-lingual project for a leading international pharmaceutical company, we were highly impressed by Bemoko’s professionalism and enthusiasm, making us certain of continued success in future projects.”
IPL – Information Processing Limited – is a software development and Consultancy Company, established in 1979, based in Bath and has over 280 employees.
IPL prides itself on its professional and reliable approach to software development, delivering ‘right first time’ solutions which significantly reduce Total Cost of Ownership.
IPL’s quality, environmental and information security management systems are certificated to ISO 9001/TickIT, 14001 and 27001.
IPL provides enterprise level solutions for major industry sectors including aerospace and defence, banking and finance, emergency services, government, telecoms and media. IPL’s clients include Nationwide, Nokia, Lockheed Martin, Everything Everywhere and the Highways Agency.
bemoko is the leading Multi-Channel Optimisation specialist, delivering Your Brand-Anywhere™ bemoko’s Multi Channel Optimisation solution takes any website or content, optimises, customises and delivers fast and perfect user experiences on any device – every time
Posted By Phillip clement Monday, April 30, 2012. No Comments
If you are marketing professional working within the Third Sector, read on, you’ll like this. If you work in IT then stop now as this article contains language that might cause offense!
The challenge of the working relationship between Marketing and IT is not a new one, I’m not exactly sure when it started, the first e-mail campaigns or the early CRM systems perhaps? But start it did and continues it has! We have all learned to live with this complex and sometimes difficult relationship – Eric Schmidt is quoted as saying that “Lovies and Techies don’t get on”! And perhaps that’s it, we simply have to accept that the differences between the people and the jobs are at odds and find workarounds and compromise.
Sadly this compromise generally falls on the side of marketing. Budget, time to market, complexity of data harvested and level of integration into other digital elements are just a few of the areas that marketers have to live with. Marketers are held hostage by their technical teams who blind with science and explain how hard it all is and how long it will all take in a way that reminds me of the stereotypical car mechanic, who tells you that the small knocking noise coming from under the bonnet is ‘terminal’ and will “cost a packet”.
The discord between these two departments does have a cost to the business but it is relatively low impact because competitive businesses have the same challenges, so everything moves ahead at about the same speed and customer experience is on par across the sector. This is however about to change, mobile engagement is not only the fastest growing channel, it carries the highest consumer expectation, 24% of mobile internet users expect a web-browsing experience comparable to their desktop, if not they will abandon or switch. More than half of consumers who’ve shopped using their mobile have abandoned a purchase because of poor navigation or slow pages.
So not only do you need a fully interactive mobile strategy functional within the next 6 months, it needs to use the latest techniques and technology to ensure customer retention through fast and optimised experiences.
Regardless of what is said, internal IT teams do not have the experience or expertise to deliver on a mobile strategy in these timescales and certainly will not be able to up-skill to the level required. At best a DIY approach will be ‘on the job’ learning and trial by error development, which will deliver a poor result, extend the delivery timescales, create lost opportunities, lost customers and lost revenue.
Marketers have learned that a DIY approach to specialist areas like CMS, PPC and SEO is a waste of time and resources; they know from experience that external experts get better results faster and cheaper than trying to do it themselves. Mobile is just the same.
The only way to move into mobile as fast as is currently required is to use external mobile experts that have a proven track record of delivering mobile projects, alternatively work with a mobile partner that will integrate with your teams and use technology and solutions that make development fast and simple and the on-going management and maintenance sustainable.
Please feel free to read, share and comment
This article can be found online at CharitiesManagement.com under the Charity IT section
Posted By Emily Nicholls Thursday, March 15, 2012. No Comments
bemoko power new SAAS mobile web and apps for Cable&Wireless Worldwide
London, UK – 15th March 2012 – bemoko the leading Multi-Channel Optimisation specialist, has been selected by Cable&Wireless Worldwide (C&WW) to deliver mobile web and multichannel technology and expertise to form part of C&WW’s innovative and integrated communications solutions.
The solutions provided by bemoko will form a part of the Cable&Wireless Connected Customer solution set, allowing C&WW’s clients to easily and quickly enhance their customer experience across multiple digital channels delivering greater customer satisfaction, loyalty and advocacy whilst generating sales growth. The solution allows retailers to integrate and align across all customer contact points, providing a single point of management for all digital channels. Examples of increasing customer engagement for the connected customer include searching for the best price whilst viewing the product in-store, snapping a picture of an item and arranging for it to be delivered or buying online on a mobile phone and collecting it straight away.
Malcolm Seagrave C&WW Solutions Director said “Our long-term relationships with the some of the UK’s leading technology businesses ensure our clients can realise the benefits of new technology in a fast, secure, reliable and simple way and equip us with the first-hand knowledge and insights needed to create the solutions to our customers’ challenges. bemoko’s leading edge mobile web technology is a key component in C&WW’s innovative and integrated communications solutions”
Phillip Clement Sales Director at bemoko commented “This is a fantastic example of bringing two technologies and areas of expertise together and delivering an integrated product – powered by bemoko, Cable&Wireless Worldwide can now supply its customers a broad range of mobile and multi -channel services built for the way consumers shop and interact with brands and enterprises today”