IDG Contributor Network: Mending the rift between end-users and IT
Year over year, end-user experience continues to rise among the Key Performance Indicators (KPIs) organizations use to measure IT. Gartner’s suggested methodologies for measuring end-user experience are aggregated into a category called Digital Experience Monitoring (DEM). However, regardless of which flavor(s) of DEM an organization may use to establish end-user experience metrics, the reason end-user experience matters is because it is a benchmark for productivity.
At the core of end-user experience is productivity
To hone in on productivity means to focus on the needs of people, the possibility of technologies, and the requirements of business units. At the heart of it all is empathy. Although some may think of a migration from benchmarking people as we might do to a product as dehumanizing, the notion is designed to increase innovation and creativity. It is ultimately an outcome-driven approach, which requires being mindful of both process and people.