End user experience - the measurement dilemma in mobility implementations
We have heard about the Millennials and how their entry into the corporate world is ushering in a new era of 'increased end user experience expectations'.
Enterprises are grappling with new technology solutions to address these areas.
There was a time when the device at work would be better than the one at home (in many cases there was no device at home!). With the proliferation of mobile devices and tablets however, everybody has access to a richer experience, no matter where they are located.
People are now used to accessing and devouring information on the go, courtesy the apps (today, there is an app for almost everything). But when they enter their offices, they have to contend with a restricted, process and role-based access to apps and information. The older generation seem to handle this just fine, but the younger lot are not as patient.
Their personal device is their fiefdom and they would like to use it to access information (mails, chat, social networks, news) everywhere. Enterprise IT is embarking on quite a few initiatives to address these issues. BYO, CYO, COPE, mobility, desktop virtualization, internal social media and corporate app stores are some examples. However, these initiatives cannot be made mandatory (except COPE initiatives in North America), as users can exercise their right to opt-in or opt-out of such initiatives as the devices belong to them.
That still leaves the biggest dilemma unanswered. Does this address the end user's expectation of a 'wow' experience? And this will be the million-dollar question even as the business needs of agility, flexibility, security and control are resolved.
The answer is, we do not know. Tools to measure, baseline and compare end user experience are still evolving. Plus, experience varies from user to user based on their expectations.
Behavior and emotions are important factors when there is a change. Communication also plays a very important role in change management. And perhaps this is why end user experience is difficult to gauge and measure.
Over time, we may find an effective solution to this quandary. Or we may stop measuring it as a criteria of success. Only time will tell.
If any of you are aware of effective solutions, I will be happy to hear about it.