So often IT gets rolled out for IT sake. Maybe it’s the latest technology or a solution that is becoming essential in a given industry. From my experience as an IT director and working with other organizations, the list of “whys” and “hows” can be long and the user experience is at the bottom – if included at all.
Often a rollout is more focused on having the latest technology than considering the end user experience. But it should be the other way around.
The challenge stems from what initiates technology changes within organizations. Often we push out technology, rather than responding to a pull from users to meet a need or solve a problem. The rapid acceleration and increased complexity of technology can easily lead organizations to do more “pushing.”
Here are four shifts organizations can make to create an environment that supports the end user experience:
- Shift IT from a cost center to a strategic part of the business.
In the past, it was common for IT directors to report to the CFO. Today, organizations see better results when a CIO and CFO work together to take advantage of IT to improve the business. This shifts the focus from the common tactical approach to a more strategic effort to use technology to increase efficiency, boost productivity and make more money. By bringing IT to the table upfront, leadership teams can better identify opportunities to apply technology to the organization’s initiatives.
- Shift the IT duties to strategy and outsource the tactical.
Even as a technology company, we don’t do it all. We outsource tactical parts of our business. We outsource our help desk needs to the same help desk our customers use – and pay for it, too. We know it is a better use of time and money. We also don’t try to reinvent the wheel. We bring in the tactical experts who can help us uncover the best path – and then we take it.
- Shift from a push out to a pull in rollout.
Ask what users want upfront. If you don’t ask, you’ll probably never know because they may never speak up. They likely hold some keys to using technology to take your organization further. It’s critical to bring in the user perspective whenever you’re considering a rollout of new technology. By understanding the user needs and expectations upfront, you can build a rollout around them and better meet them – in the short and long terms. Satisfied users make all the difference in a business.
- Shift to surveying users.
It’s important to keep a pulse on the user experience and what employees need to perform better for the organization. Getting feedback can be as simple as stepping out of the office, walking around and asking questions (which can be challenging for the typical IT profile). Putting a structure in place to regularly survey users and assess the results yields even better results. That may be including a few questions on an annual employee survey. At Marco, we have gained great insights by asking a question like “Are you given the tools you need to do your job effectively?” You can gain additional insight on a quarterly basis by reviewing key metrics such as the number of support requests (ie: support tickets) in the company, the number by user and how long they take to be resolved. A stable environment should not have many support requests.
The end user experience matters. Success in IT within an organization is aligning the technology with the organization’s initiatives and giving employees the tools they need. It’s not a simple equation, but when it’s met, IT directors are engaged early, users are satisfied and organizations perform better.
