Potholes In My Digital Experience! Is The Solution A New Mobile App?

Driving home from the Boston Logan airport in the winter can be an adventure. Fortunately, local governments have set up a means for reporting one of the perils — potholes. I know this because an overhead digital sign told me the number to call if I saw one. I appreciate the opportunity to help out, but the inefficiencies in this system make me cringe! If I see a pothole, I have to remember where it was until I have a chance to write it down. I also have to remember the nearest cross-street or landmark to help crews identify the proper location. And if I come across a second pothole before writing down all the first information? No chance I remember either. Does anyone remember playing the telephone game as kids? This is the modern version.

Many of our clients call with a similar challenge — how do we modernize manual processes for a digital/mobile world? With that in mind, how are many solving this today?

Create a mobile app. Mobile first! Everything is mobile these days, so let's jump on that train! While this is a good start, it’s important to understand the context of the user. There’s a good chance they’re using the GPS app on their phone to find the optimal way home. To use a new app, I have to go to the app list, find the new “Report Pothole” app, wait for it to initialize, and then report the incident. By then I’m no longer at the physical location and thus haven’t solved much of the manual problem. Solving this requires a better first step…

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