Guest post by Ian Whiting, Director of Interactive Services at Saggezza
When it comes to making customer-facing systems faster, easier to use and more attractive, there’s always budget available. That’s because a bad customer experience means lost sales and lost revenues – anathema for the senior management team.
But while the user experience for customer-facing apps is constantly under scrutiny, many businesses still overlook the high costs of corporate systems that fail to provide a good user experience.
There’s the cost, for example, of answering a customer query too slowly and losing their business to a competitor. The cost of making a critical decision based on outdated or incomplete information. Or, with information held in multiple systems, the cost of tracking an order or pulling together a report , which – time after time – is needlessly high.
To maximize productivity and lower operating costs, your people need to be able to access the information they need easily, and complete common tasks much more quickly. The question is how.
It’s often assumed that improving the user experience of corporate systems is not an option – neither in budget terms, nor in the sheer practicality of tweaking those complex interfaces and processes to make a user’s life easier.
At Saggezza, we disagree. We believe that it’s not only possible to transform the experience of working with corporate systems, but commercially imperative.
Consider this: a retailer was spending hours tracking and resolving logistics issues. Users had to wrestle with multiple systems to pinpoint problems such as short deliveries. It took even longer to rectify them. The result: frustrated customers, frustrated users.
We worked with the retailer to transform the experience, bringing together information in disparate systems into a single intuitive interface. The result: time savings for users, greater insight into deliveries, and far happier customers. You can read about this case study in our free guide to experience-centric IT, “Logistics Rewritten by Saggezza.”
It’s no small task. It requires a combination of the interactive design techniques of the new media world, with a deep understanding business processes and enterprise applications. But when they come together, it’s a potent combination.
Ian Whiting is the Director of Interactive Services at Saggezza. He brings over 10 years of experience working in the interactive design and development space. He leads a team of interactive designers, business analysts and developers who focus on user experience optimization, interactive design, and lean user-driven development. He oversees the building of custom web applications and mobility solutions, yielding business and process transformation for Saggezza enterprise clients.
Ian graduated with a Bachelors of Science in Computer Graphics Technology from Purdue University.”