The User Experience Challenge
Information technology has completely invaded the business environment and is driving day to day operations as well as shaping long term strategies of corporations. End users of technology have become more technologically sophisticated and their expectations have increased dramatically. Unfortunately, many technology projects have failed and will continue to fail due to this trend. How can we better serve these demanding customers and deliver applications that meet their requirements?
Information technology has completely invaded the business environment and is driving day to day operations as well as shaping long term strategies of corporations. End users of technology have become more technologically sophisticated and their expectations have increased dramatically. Unfortunately, many technology projects have failed and will continue to fail due to this trend. How can we better serve these demanding customers and deliver applications that meet their requirements?
Solution
The answer is to centralize the business on user experience (UX). This involves engaging heavily with our customers in order to hear their stories, elicit the necessary requirements, then deliver a useful solution that meets and exceeds those requirements. These engagements bring forth important issues early in the project phase, which will lead to projects being completed on time, within scope, and under budget. Shifting the business towards intense customer engagement will not happen overnight; however, this will be a step in the right direction.
The answer is to centralize the business on user experience (UX). This involves engaging heavily with our customers in order to hear their stories, elicit the necessary requirements, then deliver a useful solution that meets and exceeds those requirements. These engagements bring forth important issues early in the project phase, which will lead to projects being completed on time, within scope, and under budget. Shifting the business towards intense customer engagement will not happen overnight; however, this will be a step in the right direction.
Advantages
- Improve company culture and morale when used on internal projects
- More satisfied customers = Increased customer retention
- Increased customer acquisition (more referrals due to satisfied existing customers)
- More useful software applications
- Capture more in-depth customer data
Challenges
- Training existing resources
- Change management
- Culture change
Conclusion
Since January 2012, the software engineering team has successfully piloted an intense user experience strategy on select clients. The results are promising, and we are confident this will lead our enterprise into uncharted territories of profitability and customer satisfaction.
Since January 2012, the software engineering team has successfully piloted an intense user experience strategy on select clients. The results are promising, and we are confident this will lead our enterprise into uncharted territories of profitability and customer satisfaction.
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