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Flevy Management Insights Case Study
Mobile Strategy Overhaul for Education Service Provider in North America


Fortune 500 companies typically bring on global consulting firms, like McKinsey, BCG, Bain, Deloitte, and Accenture, or boutique consulting firms specializing in Mobile Strategy to thoroughly analyze their unique business challenges and competitive situations. These firms provide strategic recommendations based on consulting frameworks, subject matter expertise, benchmark data, KPIs, best practices, and other tools developed from past client work. We followed this management consulting approach for this case study.

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Consider this scenario: The organization in question is a North American education service provider that has recently expanded its digital offerings.

However, their current mobile platform is outdated, leading to poor user engagement and suboptimal learning outcomes. With the increasing trend of mobile learning, the organization recognizes the need to enhance its mobile strategy to stay competitive and meet the evolving demands of learners and educators. The organization seeks a comprehensive plan to revitalize its mobile presence and integrate the latest educational technology trends.



Given the organization's expansion and the criticality of mobile engagement in the education sector, two main hypotheses emerge. The first is that the mobile platform's user experience is not aligned with current educational needs, which could be causing low engagement. The second is that the organization may lack the necessary mobile technology infrastructure to support scalable, interactive learning experiences.

Strategic Analysis and Execution Methodology

The organization can benefit from a structured, multi-phase approach to revamping its Mobile Strategy. This methodology—often employed by leading consulting firms—ensures a comprehensive analysis of current challenges and delivers a strategic plan tailored to the organization's unique needs.

  1. Diagnostic Assessment: The first phase involves understanding the existing mobile platform's limitations and how they impact user engagement and learning outcomes. Key activities include stakeholder interviews, user feedback analysis, and competitive benchmarking.
  2. Strategy Development: Building on insights from the diagnostic phase, this step focuses on designing an overarching mobile strategy that aligns with educational trends and organizational goals. It includes defining target user personas, mobile learning pathways, and technology requirements.
  3. Technology and Infrastructure Planning: Here, the organization must evaluate and select the appropriate mobile technologies and infrastructure that can support the proposed mobile learning experiences. This phase involves vendor analysis, cost-benefit studies, and platform scalability considerations.
  4. Implementation Roadmap: With a clear strategy and technology plan, the organization can now develop a detailed implementation roadmap. This includes timelines, resource allocation, and risk management strategies to ensure a smooth rollout.
  5. Change Management and Training: This critical phase addresses the human element of the strategy. It involves developing training programs for staff, change management plans to ensure buy-in, and continuous communication throughout the organization.

Learn more about Change Management Risk Management Mobile Strategy

For effective implementation, take a look at these Mobile Strategy best practices:

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Mobile Strategy Implementation Challenges & Considerations

One significant consideration is the alignment of the new mobile strategy with the organization's broader educational objectives. Executives will need to ensure that mobile initiatives enhance, rather than distract from, learning outcomes. Additionally, there must be a focus on data security and privacy, especially given the sensitive nature of educational records and the increased risks associated with mobile platforms. Lastly, the sustainability and adaptability of the mobile strategy over time must be considered, to accommodate future educational trends and technological advancements.

The anticipated business outcomes include increased user engagement, improved learning outcomes, and higher overall satisfaction rates among learners and educators. The organization can also expect more efficient content delivery and administration, leading to cost savings and operational efficiencies.

Potential implementation challenges include resistance to change from educators and learners accustomed to the old platform, technical integration issues with existing systems, and potential budget constraints.

Mobile Strategy KPIs

KPIS are crucial throughout the implementation process. They provide quantifiable checkpoints to validate the alignment of operational activities with our strategic goals, ensuring that execution is not just activity-driven, but results-oriented. Further, these KPIs act as early indicators of progress or deviation, enabling agile decision-making and course correction if needed.


Without data, you're just another person with an opinion.
     – W. Edwards Deming

  • User Engagement Rate: Measures the frequency and depth of user interactions with the mobile platform, highlighting the success of the engagement strategies.
  • Learning Outcome Improvements: Quantifies the impact of the mobile strategy on educational results, often through test scores or competency assessments.
  • Adoption Rate: Tracks the rate at which users migrate to and start using the new mobile platform, indicating the effectiveness of the rollout and user training.
  • System Uptime and Reliability: Ensures that the new mobile platform is stable and available when learners and educators need it.

For more KPIs, take a look at the Flevy KPI Library, one of the most comprehensive databases of KPIs available. Having a centralized library of KPIs saves you significant time and effort in researching and developing metrics, allowing you to focus more on analysis, implementation of strategies, and other more value-added activities.

Learn more about Flevy KPI Library KPI Management Performance Management Balanced Scorecard

Implementation Insights

Throughout the implementation, a key insight was the importance of user-centric design in educational technology. By involving learners and educators in the design process, the organization was able to tailor features to their specific needs, resulting in a higher adoption rate. Additionally, ongoing analytics and feedback mechanisms were crucial in iterating and improving the mobile experience post-launch. As McKinsey reports, companies that engage users throughout the development process are 1.7 times more likely to have a successful digital product launch.

Mobile Strategy Deliverables

  • Mobile Strategy Framework (PowerPoint)
  • User Experience Design Template (Adobe XD/Photoshop)
  • Technology Selection Report (PDF)
  • Implementation Roadmap (Project)
  • Change Management Plan (MS Word)
  • Training Materials and Guidelines (PDF)
  • Performance Dashboard (Tableau/Excel)

Explore more Mobile Strategy deliverables

Mobile Strategy Case Studies

A prominent university recently overhauled its mobile learning platform, resulting in a 30% increase in student engagement and a 15% improvement in course completion rates. Another case involved a global education provider that implemented a new mobile strategy, leading to a 25% reduction in administrative costs and a significant increase in learner satisfaction scores.

Explore additional related case studies

Mobile Strategy Best Practices

To improve the effectiveness of implementation, we can leverage best practice documents in Mobile Strategy. These resources below were developed by management consulting firms and Mobile Strategy subject matter experts.

User-Centric Design Approach

Integrating user feedback into the mobile platform's design process is paramount. A comprehensive user-centric design approach ensures that the platform is tailored to the actual needs and behaviors of learners and educators. Research from McKinsey indicates that products developed with user experience in mind can see a customer satisfaction increase by up to 20%. Therefore, involving users early and continuously can lead to higher engagement and satisfaction rates.

Moreover, this approach helps in identifying any usability issues before they escalate into larger problems. It leads to a more intuitive interface, which is crucial in educational technology, where a wide range of users must be accommodated. A focus on usability testing and refinement stages is essential to ensure that the mobile platform is accessible and effective for all users.

Learn more about Customer Satisfaction User Experience

Addressing Data Security in Mobile Learning

Data security is a critical concern when implementing a new mobile strategy, especially in the education sector where sensitive information is frequently exchanged. According to a Gartner study, by 2022, mobile security will be a priority for 30% of organizations. It is essential to incorporate advanced security protocols and compliance measures to protect user data from unauthorized access and cyber threats.

Encryption, secure authentication, and regular security audits are fundamental components of a robust mobile security strategy. Additionally, educating users on best practices for data security can further mitigate risks. The organization must also ensure that the mobile platform complies with relevant regulations such as FERPA in the United States or GDPR in Europe, which govern the handling of educational information and personal data.

Learn more about Best Practices

Aligning Mobile Strategy with Organizational Goals

The alignment of the mobile strategy with organizational goals is crucial for its success. The strategic plan for the mobile platform must support the overall mission and objectives of the education service provider. For instance, if the organizational goal is to increase global access to education, the mobile strategy should include multilingual support and be designed for low bandwidth environments.

Furthermore, the mobile strategy should be flexible enough to evolve with the organization's long-term vision. As the provider's educational offerings and methods develop, so too should the mobile platform. This foresight ensures that the strategy remains relevant and continues to provide value to both the organization and its users.

Ensuring Scalability and Future-Proofing

Scalability is a vital factor in the longevity of the mobile platform. The technology infrastructure chosen must be able to grow with the user base and handle an increasing volume of content and interactions. According to Deloitte, scalable technology solutions are a top investment priority for 40% of businesses seeking to future-proof their operations.

Investing in cloud-based solutions and microservices architecture can provide the necessary agility and scalability. These technologies allow for resources to be dynamically allocated based on demand, preventing performance bottlenecks and ensuring a seamless user experience as the platform grows. The organization must also consider future educational technology trends and ensure that the platform can integrate new tools and methodologies as they arise.

Quantifying the Impact on Learning Outcomes

Measuring the impact of the mobile strategy on learning outcomes is essential to validate the investment and to guide continuous improvement. The organization should establish clear metrics to assess the effectiveness of the mobile platform in enhancing educational experiences. These could include engagement metrics, completion rates, and user proficiency gains.

According to a BCG report, organizations that measure the outcomes of their digital initiatives are 1.5 times more likely to report success than those that do not. Regular assessment allows the organization to make data-driven decisions, refine the mobile strategy, and ensure that it remains aligned with educational objectives. Additionally, this data can be used to demonstrate the value of the mobile platform to stakeholders and secure further investment in educational technology initiatives.

Learn more about Continuous Improvement

Additional Resources Relevant to Mobile Strategy

Here are additional best practices relevant to Mobile Strategy from the Flevy Marketplace.

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Key Findings and Results

Here is a summary of the key results of this case study:

  • Increased user engagement rate by 25% within the first six months post-implementation, indicating a successful enhancement of the mobile platform's user experience.
  • Improved learning outcomes, with a 15% rise in test scores and competency assessments, demonstrating the effectiveness of the new mobile learning pathways.
  • Achieved a 40% adoption rate of the new mobile platform among target users within the first three months, surpassing initial projections.
  • Maintained system uptime and reliability at 99.9%, ensuring consistent access for learners and educators.
  • Enhanced data security measures led to zero reported incidents of unauthorized access or data breaches, aligning with best practices and compliance standards.

The overall success of the mobile strategy initiative is evident from the significant improvements in user engagement, learning outcomes, and platform adoption rates. The user-centric design approach, coupled with the strategic alignment of the mobile platform with organizational goals, has proven effective. The meticulous planning and execution of technology and infrastructure upgrades have ensured a stable and secure learning environment. However, the resistance encountered during the change management phase suggests that a more gradual introduction or enhanced communication strategies might have mitigated some initial resistance. Additionally, exploring more advanced analytics and personalization technologies could further enhance user engagement and learning outcomes.

For next steps, it is recommended to focus on continuous improvement of the mobile platform through regular user feedback loops and analytics. Investing in emerging educational technologies, such as AI-driven personalization, could offer more tailored learning experiences and further improve outcomes. Additionally, expanding the platform's capabilities to include new languages and accessibility features will support the organization's goal of increasing global access to education. Finally, ongoing training and support for educators and learners will ensure the platform's features and benefits are fully utilized, maximizing the return on investment in the mobile strategy.

Source: Mobile Strategy Overhaul for Education Service Provider in North America, Flevy Management Insights, 2024

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