Organizations that have IT (Information Technology) departments should be more effective than organization that lack them. If your organization doesn’t use and maintain its software and servers efficiently and effectively, that’s money down the drain.
But, while it’s easy to see the direct impact that the user experience of a consumer application has on user conversions, that’s not true of user experiences for the enterprise segment of the software marketplace. Computer software that automates the business of non-software organizations is usually slow evolving. However, the user experiences of enterprise applications do have direct impact on an organization’s performance. When the applications that an enterprise employs provide better user experiences and usability, its people are more efficient and productive. The greater the cost of human resources within organization, the bigger that impact is. Read More
Most of us have experienced the struggle of seeking help on a Web site, only to end up in a link-clicking loop that leaves us more confused than we were to begin with.
The goal of self-service sites is to help users find answers themselves, forestalling the need to contact a real person. Take a look at WebMD for a good example of such a site, as described on the Kayako Blog, in “How WebMD Moms Are Shaping the Future of Support.” When such a site is done right, it leads you straight from symptoms to diagnosis to cure. However, if self-service sites are done poorly, they’re hard to navigate and offer no effective way to find the information you need or to learn about next steps. The only thing that’s left to do is to call a customer-service agent, who hopefully will have the information the user needs.
Great UX design can solve this problem. In 2013, the UK Government Digital Services (GDS) team won Design of the Year for its self-service Web site GOV.UK, beating contenders in fashion, architecture, and product development. One of the judges even remarked, “It creates a benchmark … all international government Web sites can be judged on.” Read More
Perhaps it’s the fresh-faced optimism of the new-ish year, but lately, I’ve been seeing lots of instances where customers and users are telling UX designers in specific detail what it is they want out of their experience with software—and we, as UX designers, believing them. Not only do we believe them, but we are also creating experiences around what they say. I see designers brimming with confidence, strutting around with a self-assured smile on their face, only to have the dream dashed when users see a design that incorporates exactly what they told them to do and say, “I don’t like it.”
Now, I’m perhaps being a little dramatic to make a point, but I’m not too far off. This is an age-old design conundrum. On one hand, we want people to tell us what they want, right? As UX professionals, we continually call for time with users, to get at the heart of their wants and needs, so we can translate this information into delightful interaction design. Read More