Every technology problem under the sun has a way to fix it. So, businesses have started UX to believe that “more is better.” Even though it’s tempting to try every new app or tool that comes out, this has led to a bad trend. When organizations have too many options, they often end up with a Rolodex of separate tools. Instead of making work and business better, this approach just makes things more complicated.
Not only are IT teams busy and tech budgets shrinking, but there are other problems as well. Multiple programs and steps can make it harder for workers to do their jobs. Too many systems and interfaces make it hard to get work done. It can also make people find workarounds and use unsafe methods to do their daily jobs. This is not only bad for morale and, by extension, innovation, but it can also leave businesses open to attacks.
If your employees are having problems with user experience (UX) because they are tired of using apps, your customers will have the same problems. Maybe not so clear in the short term, but more and more clear over time. Gradient Flow’s new research sheds light on some of the problems that knowledge workers face in the identity space, and much of it can be used in the tech and software industries as a whole.
They Are Following 3 reasons why a good UX is important for a good CX
1) Businesses spend money on too many separate solutions
Most of the IT workers who responded to the survey (54%) said that they work with more than one vendor just for security tasks. Businesses often work with more than one vendor to solve problems, but leaders should think about where they can consolidate. When it comes to security, speed is the most important thing, whether it’s responding to a security breach or giving and taking away access to new and former employees. Switching between different systems is a surefire way to slow things down and make users angry. This can cause IT to go down, make mistakes that don’t need to be made, and, worst of all, take attention away from projects that help customers.
2) Switching between apps makes it hard to get work done
Companies have used new technology to get remote and distributed teams back to work in the office. Because of this, employees spend more time than ever switching between software applications. 45 percent of respondents who worked in IT thought that using fewer applications or systems would make them much more productive. Even more, 41% of all respondents, not just technical staff, felt the same way. Research shows that people lose between 20 and 80% of their overall productivity for every extra task they take on. Leaders should look for ways to add more functionality to the tech stack they already have and automate as many tasks as they can. After all, if employees aren’t as productive, there’s less time for product innovation, evolution, and customer experience (CX) improvements.
3) Best-of-Breed Solutions aren’t the Answer
Best-of-breed solutions for single tech problems have their place, but companies are increasingly turning to ITSM and business platforms to solve their tech problems. As the internet changes and new tech needs come up, buying multiple tools is no longer a good or useful way to do things. This is why 47 percent of the people surveyed are already using ITSM/workforce management platforms to control application permissions and entitlements. This method gets rid of problems with UX and switching contexts by giving users a familiar interface, which helps them do a better job. It also brings together data from all over an organization, making it easier for IT leaders to see what’s going on inside. Keeping things running smoothly on the inside makes things better for people on the outside.
What Comes Next?
It’s not surprising that UX was at the top of the list of challenges for those surveyed. There are many vendors, contexts change often, and best-of-breed solutions have been thought to be the answer for a long time. Almost half of the people who answered the survey said that identity solutions need to have better interfaces and let people work safely and efficiently. The cost was the biggest worry for small businesses, which is another reason why investing in too many solutions can hurt your business instead of helping it.
The good news is that many organizations have to do more with what they have because they can’t do anything else. By adding new features to existing systems, employees already know how to use the interfaces, so they don’t need much or any training. This also gives IT teams more time to do more important work. This will help in two ways: your employees will have what they need to do their jobs well, and your customers will notice. This will boost morale and the bottom line.
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