Almost every CIO has faced the challenges of disrupting the status quo, building a platform that drives business results and for change. Today, with the changing requirements and the continuous evolution of technology and the internet, more and more CIO’s are focusing on transforming the user experience. Tech-savvy employees are more and more expecting digital solutions at work to be more like the easier software at home.
CIO’S MUST DEVELOP A KEENER UNDERSTANDING OF WHAT USERS WANT
CIO’s should develop a keener understanding of what users want and need, based on how they work. Rewards will go to the people who get it right. A research shows that design-centered businesses, which place more value of UX instead of their peers achieve higher equity valuations and productivity gains. However, if solutions fall short, employees could turn to outside software or ‘shadow IT’ that can carry possible security risks.
A BETTER USER EXPERIENCE
A better UX or user experience proves to be a major tech disruptor. Although people may not exactly be becoming more technically proficient, nevertheless, they have become more comfortable in using their tablets and phones to download music, look for the nearest movie theater or pay for purchases. This raises the bar for UX to work as well and that is disrupting the current IT models that are more focused on features and functions than the end-user needs.
WHAT CONSTITUES A GOOD USER EXPERIENCE?
So, what constitutes a good user experience? A good user experience should be intuitively easy and simple to use. It should be personalized for the employee and most of all, it should empower end users to be more productive and effective. Also, the UX should be consistent across mobile and desktop environments so that employees need not relearn new commands for various devices.
THREE CASE STUDIES ON HOW BETTER USER EXPERIENCE COULD BENEFIT BUSINESSES
Before, creating a product that worked simply as advertised could have been a good reason for consumers to purchase it. Nowadays, where competition is fierce, the focus should be on differentiating not just in engineering quality and price, but on delivering a true user experience as well.
The growing focus on the user experience is not only a fad that some marketing gurus promote to gloss over their badly engineered products. As a matter of fact, a good UX relates directly to commercial success. A well-crafted user experience today is a main product differentiator, and could build customer stickiness and brand loyalty that otherwise is hard to achieve. While the user experience may be as complex as it’s satisfying, another relevant part of a good UX is usage ease, with itself translates directly to increased sales.
For the past four decades, enterprise software providers emphasized benefits like richness of features, scalability, reliability and robustness. In this scenario, the user experience had second billing. Developers, historically have the tendency to forget about the end use and most organizations pressured businesses to use monolithic, cumbersome software. However, these days, the focus has changed from features to a user experience nearer to those chosen outside the office.
AREAS WHERE UX INNOVATIONS BRING MEASURABLE AND TANGIBLE BUSINESS VALUE
- Increased employee productivity
- Increased existing software licenses use
- Lesser data errors and so lower costs
- Lower training costs
- Lower load on IT service desks
- Fewer change requests
- Faster IT issues resolution
- Cost and time savings with cloud and mobile access
- Savings from updating rather than replacing existing software
- Higher retention rates
- More satisfied employees
- Better performance
- Greater internal collaboration and cohesion
User experience gains are not limited to internal operations. Take the case of an online retailer with a shopping website that’s easy to use could achieve higher conversion of prospective buyers into customers, increased traffic to the website, higher sales per customer, lower visitor drop-off rates and more. Always, UX has mattered, but over the past few years, it became a key to success of a product. Technology has dramatically changed for both customers and users, but consumer products moved much faster than enterprise software and set new standards on the way that people work and interact with technology. Now, consumer experiences set the bar for what users expect to see in their work lives.
GOOD UX IS CLEARLY GOOD FOR BUSINESS
Clearly, good user experience is good for business. Studies reveal that organizations investing in user experience see a lower expense of customer acquisition, lesser support cost, increased customer retention and market share.
With the increasing need for a great user experience, more and more CIO’s are focusing on transforming and making the user experience great.