All depends on who the user was talking to. Certain generations call everything an “app” even when it’s not. Folks expecting an app for each individual service they engage with grinds my gears. It leads to cluttered devices and a maintenance nightmare.
The only “app” required for the majority of needs is a web browser to access a decent website service.
The only real benefit of a device based app is “solutions” needing to / capable of functioning without an active network connection.
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
