The User Experience Outcome Domain
What outcomes should a modern digital workplace be seeking to deliver for its users?
What sort of User Experience do we want the users to have?
See User Experience - strategy notes below.
- Being able to sense and know what the user experience is of the product
- XLIs anyone? (Experience Level Indicators)
- Being able to analyse this and derive some insights
- Being able to take action for improvement across the product
Data Sources
Data Gathering
Analytics and Insight
Data-driven Action
- responding to individual issues
- responding to patterns and trends
- continual improvement
XLIs and XLAs
Experience Level Agreements should probably be a key component of the future digital workplace. So the User Experience “tower” will need to own these: define, measure, develop, …
Strategy Notes
ONE: The value to an organisation of its digital workplace will increasingly hinge on two related capabilities:
- The ability to spot, learn from and recreate a good user experience
- The ability to spot, learn from and do something about a poor user experience
TWO: The digital workplace team needs:
- The tools to do the spotting
- The attitude and the processes to do the learning
- The culture and the means to embed the good and to fix the bad
THREE: The digital workplace team will need to:
- Define data points that indicate the user experience across multiple parts of the digital workplace
- Use those data points across short and longer term timeframes in analyses that provide immediate or trending insight
- Demand that design elements (technical or process) that deliver a good user experience are easily learned from and re-used
- Have the means to get poor user experiences addressed, learned from and never repeated
FOUR: The digital workplace team (and all their customers and stakeholders) will want:
- User Experience to be as high on the agenda for technical designs for user-facing solutions as topics like security
- User Experience to be at the top of the agenda when service and operational processes are being designed
- Design reviews and governance (whether for technology or processes) set standards for and police user experience design
- User Experience to be an intrinsic part of the organisation’s digital workplace culture and ways of working