How to decide whether your company needs a mobile app, a responsive website, a web app, or a customer portal.
In short
How to decide whether your company needs a mobile app, a responsive website, a web app, or a customer portal.
A mobile app should not be built just because it sounds modern. It is a good choice when users return often, need fast access, push notifications, field work, or features closely tied to the device.
If a customer uses the service once every few months, an app can become a barrier. They have to download it, log in, and remember it exists. In that case, a fast website or web portal may work better.
Good use cases include recurring orders, request statuses, communication, reporting, phone photos, geolocation, and push notifications. If the phone is the natural place where the user works, a mobile app can shorten the entire flow.
Sometimes a responsive web app or PWA is enough. The decision depends on features, budget, usage frequency, and user expectations. The point is not whether the product is mobile. The point is whether it makes work easier.