Website or mobile app? Start with the customer’s task
How customers arrive, how often they return and which device capabilities they need should guide the choice. An app-store listing alone is not an acquisition plan.
Understand the first visit
Customers may arrive from search, an advert or a message. Test how easily they find information or finish an order in the browser before asking them to install anything.
A responsive website may suit discovery, purchases and enquiries. Include links opened inside other apps in your evaluation.
Consider repeat use
Review what follows the first visit: logging a workout, tracking an order or using a service with particular notification or device needs. Evaluate these with the technical team.
You may need a website for acquisition and an app for service delivery. Define each role and how the customer’s account and records connect.
Plan beyond launch
Discuss store updates, device support, customer service and analytics. These are ongoing responsibilities with costs.
Start with the channels that support the essential journey and expand once actual usage is clearer.