This article appears in its original format at techperspective.net (Alasdair Wanless, IT Senior Manager - User Experience, Kenvue).
The difficulty IT is facing today, and will increasingly face in the future, is the adoption of new technologies. It’s not just about the application performing well or not crashing; it’s about whether users can fully utilize the application. Take an application as widespread and well-known as Workday, someone might think they know how to best use it, but are they using all of Workday’s features to make that document shine? Are they as productive as possible?
If a user has been using a piece of software for 10 or 15 years, they may be well-versed in its functionalities. But if we introduce a new feature, then a new training, and then a new process, has the user truly had the time to understand these enhancements? Do they realize how these features can improve their work, save time, and add value? And what about entirely new applications and newcomers to the workforce?
In 2024, these should be, and now can be, questions IT starts asking itself…
With over two decades in End User Services (EUS) I’ve seen firsthand the pivotal role user experience plays in effective digital transformation. Traditionally, IT has struggled to understand and support user behavior on applications, an area vital for both individual and organizational productivity. However, new technologies and functionalities within EUS are beginning to change this dynamic, expanding IT’s potential.
Throughout my career, I’ve witnessed how a user-oriented approach can transform service delivery. From my early days working directly with users to my current work leveraging advanced Digital Employee Experience (DEX) tools, my focus has increasingly centered on understanding user experiences. This user-centric approach has driven significant improvements in productivity and satisfaction across the organizations I’ve served.
Prioritizing user experience has become a major trend in IT, encapsulated in the concept of DEX. Modern technologies, revolutionize our ability to engage with users directly, measure their experiences, and make meaningful improvements. This approach has been extremely impactful, providing insights to proactively address issues before they escalate into tickets, enhancing overall user satisfaction.
For example, when transitioning to Windows 11, the process was vastly different from past heavy-touch upgrades. Using Nexthink’s DEX platform, a more automated, hands-off approach was adopted, designing a seamless and positive experience. The ability to measure and articulate these experiences to the business is critical. By using data to demonstrate the success of implementations, we ensure that informed decision-making drives business strategies.
While the growing ability to reach users and proactively automate IT issues highlights IT’s expanding impact, the rapid pace of technological innovation still presents challenges. Users often struggle to keep up with constant new features and updates especially when they use an average of 35 different apps a day. It’s not just about ensuring applications perform well but about users fully utilizing these tools to maximize productivity. This is where digital adoption platforms (DAPs) become crucial to DEX.
Imagine a scenario where a user opens an application and is instantly guided through new features with in-the-moment prompts. Instead of overwhelming them with information during infrequent training sessions, we provide bite-sized, relevant guidance right when they need it. This approach is far more effective in helping users adapt to new functionalities, complex processes, and harness the full potential of their tools.
By extending DEX management to include DAP services, digital friction will be reduced, and application adoption, engagement, and proficiency are enhanced. To reduce digital friction, a desktop pop-up is be available to notify users of an application outage or a 1-click fix if there is an IT issue that needs remediation. Targeted desktop pop-up campaigns based on user actions or inactions are also available, like new training for someone who hasn’t signed on for a while or to collect feedback from a power user.
The future of IT support lies in this proactive, user-centric approach. As AI-powered EUS solutions become more sophisticated, IT will play an increasingly vital role in supporting users directly within their applications. This evolution is not just about improving user experience but about ensuring IT remains hands-on and valuable in the AI age.
Looking ahead, extending DEX management with DAP will be instrumental in maintaining and enhancing user experiences. By intervening at the right moments and providing targeted assistance, we can prevent issues from arising and improve overall productivity. This proactive stance not only reduces IT support costs but also fosters a culture of continuous improvement and digital fluency.
Ultimately, I believe digital adoption will be central to DEX and instrumental to IT’s future success. As we harness the power of AI and advanced analytics, IT’s role will evolve to become even more integral to user support and digital transformation. By focusing on user experience and leveraging cutting-edge technologies, IT can continue to actively drive innovation and value for the business.
