Most big businesses globally are locked into some kind of reliance on enterprise technology. Unfortunately such systems are not only fiendishly difficult to install and maintain, but often equally challenging for the workforce to use. So asks Rob Gilham, why is the user experience of enterprise systems so bad, when the stakes are so high?
“The problem from a user experience perspective is that enterprise systems are generally procured and implemented with the focus purely on solving problems for the business with little attention paid to who the users are and how they want to work. [...]
The result of this lack of user-awareness is that enterprise IT vendors and their business customers often build unfounded assumptions about users into the system – which in turn can lead to a deeply flawed user experience. The consequences of being wrong on this kind of scale can be highly damaging. Companies can find themselves stuck for years with the legacy of a difficult to use, inefficient system with higher-than-expected ongoing costs for user training and helpdesk support to compensate.”