Adapting to new users
Finding the best way to interact with teenagers or young adults is not always an easy task given their need for speed, expectations on quality of service and reactivity.
First, you need to know what matters to them which can be different needs compared to the older generations. For example, a wifi connection can be as important as water to a youngster while their parents could live without internet for at least two days.
Do they want to be listened to? Do they want to contribute to a community where they live or spend time?
Once you have an idea of what their needs and center of interests are, an important aspect is where you can reach them. In this regard, the interface you choose to interact is crucial because you will be more or less accessible depending on the available channels of communication.
Since smartphones are always in the hands of the youngsters, smartphones appear to be the most reactive and easy way to engage communication with users. To do so, different communication channels are available: text, email, apps, chat bots etc.
Depending on the need to process data and automate actions, you might prefer online forms via a web service, a mobile app or a defined set of questions by text in order to only collect the piece of information needed to create actionable requests.
By keeping in mind this trio: accessibility, ease of use and free access, you will be favourably judged by your users because you meet their expectations in terms of interactions and quality of services. And then, this positive impact is more likely to be shared across other people in your organisation.
Thanks and best,