Many organizations are building mobile responsive websites to give better experience to users. Linked In is one of them. While they are giving a good experience to mobile web and app users, they have failed to provide consistent experience on multiple channels for some features.
People you may know
People you may know feature suggests new profiles to connect with. Consider how this is designed for mobile website and mobile app.
Mobile Website
On mobile website, each profile has two buttons - Remove and Connect.
What does Remove mean? Does it remove this connection from People you may know list? When user taps on 'Remove', the message is, "Request sent to <User> Dismissed". The user is left wondering whether he sent the request or not, when in fact, he wanted to NOT send the request.
There are two problems here:
1. Remove button is confusing
2. Message displayed when user taps on Remove is confusing
Desktop Website
Let's head to the desktop website.
It's the same feature People you may know. But, 'Dismiss' button appears here. Thankfully, Dismiss conveys a better message.
Consistency Heuristic
Within a product (Linked In), each element (in this case, the button) needs to be consistent with comparable elements in the same system.
Users access products on multiple channels depending on the context. If they don't have an app, they quickly get onto the mobile website on their mobile device. If they are using a laptop/desktop at work, they access it using a web browser. If they have an app, they want to continue with their flow (on the web browser), using the app.
Multiple channels must enable users to continue their 'FLOW' when users move from one channel to another rather than confuse them.
How do you deal with multiple channels?
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