I was lucky to have done an internal presentation about 2 months ago for IBM on the same topic I will be doing at the STC Summit in Sacramento (Designing user assistance for trial demo software), and the speaker right after me was the manager of the IBM Mobile Research Center. Needless to say, I stayed on to hear what he had to say. (Say what you want about large corporations, how many companies have a Mobile Research Center?)
The most important insight I got from his research was that users distribute a task between their smart phone and their workstation. Smart phones are easier to access than workstations and good for monitoring; workstations are better for doing work than smart phones. I know, kind of duh!, but it's led to a different approach to the UX design than I would have taken.
I am writing use-scenarios that envision the total experience:
- What triggers the user to access our portal from a smart phone?
- How much of the task needs to be/should be done on the smart phone?
- How do we gracefully transition the completion of the task to when the user gets back on our portal from his workstation?
And the way cool part is that my wireframing tool, Basalmiq Mockups, has iPhone templates.
Oh brave new world :-)