Start with the task
Look for recurring jobs such as managing bookings, updating service requests or coordinating staff. Identify who does the work, how often and what currently gets in the way.
Compare the options
A responsive website may be enough for occasional enquiries. An app can be useful when the workflow benefits from device features or a dedicated experience. Prototype the journey before deciding.
Plan beyond launch
Include updates, support and how users will discover the app in your plan. Start with the smallest useful version and refine it from actual use.