If there’s a word I use frequently on top of “commitment” that is “expectations.” What a nice word, isn’t it? From all the different definitions I could find for expectations, the one I like the most is this: “a belief that something will happen or is likely to happen.”
All of us who have small kids know what children do every time they see a device screen, no matter where; they swipe their fingers across it and believe something special is going to happen. If nothing happens, we hear the already popular “Oh, Daddy, it’s broken!.” This is the first time they face the reality of what user experience is about.
In the enterprise world something similar is already happening. We are all used to accessing technology in our spare time, to make our life easier and better. But at the office we often swipe our fingers, nothing happens and it seems that something is broken.
During the last two decades we have been using Information Systems designed by engineers and limited to well-trained employees. This approach has a clear impact on how the information flows through the organization and also across organizations. It prevents business from taking full advantage of every piece of data to become more efficient, a critical limitation in this transformation period where the strategy is key.
When we take a deeper look into many business processes today, we discover that different participants suffer to get things done due to the isolation of each of the participants in different buckets: employees, customers, suppliers and more. Email becomes the only tool by which to collaborate in a disconnected work environment, full of firewalls, identity management systems and other security devices that prevent people from connecting and getting a business process executed.
This has not gone unnoticed by most companies that are looking to grant the right people access to the right information at the right time. I would even add two other dimensions, through the right channel and with the right tools. Here is where the consumer-grade new apps come into the game, as well as the cloud, though the cloud is a starting point but not the solution itself.
The more we look at the concept of user, the blurrier the line between internal and external users becomes. Companies don’t consider just the employees anymore but everyone who is part of their business processes. Once we have properly identified these users we can focus on their expectations. Then they can swipe their fingers to do what they need to do faster, easier and much more efficiently.
Focus on the User Experience
There are different characteristics on which we need to focus to delight our users with a great user experience, no matter who is paying their salaries. We are looking for simple and intuitive apps. Apps not requiring any training. Bringing to the enterprise a consumer-grade experience is still a challenge for many companies. It’s not easy to accept that a nice and usable app can do the same work and provide the same level of security and compliance as those complex tools used in the past.
When we start meeting our users’ expectations we can trigger the second phase of “intelligent listening.” This term is very well described by the authors of “Consumption Economics.” Intelligent listening helps us understanding what these users need by using analytics.
Maybe, in today’s environment, the period for discussion is running out and it’s time to make decisions. The cloud is a no brainer and if we embrace new ways of working with information to satisfy our users and increase their productivity we will leap beyond the barriers of the past. This is exactly what we are doing with Leap apps:
- Courier to allow different organizations exchange documentation in a secure and traceable way
- Snap to bring digital capture to anyone allowing to convert any document to business data
- Concert to provide the authoring environment to create complex documents without the limitations of the company’s four walls
- Express and Focus to delight the user with an unprecedented UX when working with processes, tasks and documents
Our users want to swipe their finger and have their expectations met. This is possible today. If you have a good example to share about switching to new tools to delight your users, I will be more than happy to know about it. In the meantime, I encourage you to come to our Momentum in Barcelona. You will see how Leap apps are changing how users work with information. See you there!Tags: #dx, cloud, cloud services, customer experience, CX, digital, digital enterprise, digital experience, digital transformation, Documentum, ecd, ecm, enterprise content division, Enterprise Content Management, information systems, leap, LEAP Concert, LEAP Courier, LEAP Express, LEAP Focus, LEAP Snap, managed services, Services, user experience, UX