Improving User Experience For Enterprise Software

By CIOReview | Tuesday, February 4, 2014
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Fremont: Enterprise software in the simplest terms can be defined as purpose-defined computer software, used to satisfy the needs of an organization. They often come in a suite of customizable programs intended to solve enterprise wide problem rather than departmental problems.

But a product that was designed to enhance the productivity hardly seems to be giving results. Why this, asks Lori Landesmen, Director of user experience at Attivio, who gives her take on the matter in the web magazine CWSwire. 

The major fact one tends to overlook is that the product users are neither buyers nor implementers. Therefore, inclusion of users in discussions and various other steps will raise the level of user experience of enterprise softwares. This will give a lot more insight into the software’s pros and cons. The general tendency of buyers to put the cost and technical details in front of user experience will also decline with this participatory approach by the company.

Usually, the implementing proactive chat system in a  team does not include users in the process. But they must be made part of the team because they too should validate the appropriate design. The inclusion of key users in the process is primal if the implementation is carried out by external teams.

The general complaint is that compared to other apps one uses to connect to family and friends, the enterprise software looks obsolete and does not meet the expectations. Thus, a research in the apps and devices used by the user while working and other wise will give a picture of what they need and prefer about apps as well as devices.

When a change of software takes place, the employees generally receive training. But work is done through steady interaction among people, processes and technology. Any change will reflect in the outcome, so a training of more than a few days is required for users to get accustomed to it. Instead, a user’s input should be encouraged as it will ultimately guide the buyer to understand the needs of the company and make a suitable decision for all.

A look into the experience of Avon products will give a better picture of the relation between user experience and enterprise software. The company had to terminate software after investing 4 years and millions in it after its users found it too burdensome to handle. It cost the company its employees, money and time. This remains an example for everyone to learn and understand that user experience is not to be underestimated.