Right! Now that the pitch is out of the way, let’s explore how decentralising IT operation can have a serendipitous outcome for your user experience, or as it’s referred to by cool people, UX.
It’s about the experience, man..
UX as a buzz word, generally pertains to the design of your website or mobile app. In essence it is the next step up from customer service. Unlike the latter, it’s about how your clients, customers and/or users experience their entire interaction with your business. It’s about how they discover, acquire and experience your offering, it’s about how it makes them feel.
Think about Apple and its products. Their ads don’t talk about the amazing technology that’s crammed into gorgeous looking iPhones, iPods and iPads but more about how they will make you feel. In the non-technical world Lexus stands as a great example. They go to great lengths to ensure a flawless experience from acquisition to ownership of their cars.
The Unusual Suspect
Companies put a great deal of effort into developing UX strategies. They even hire specialists and teams who focus on nothing but user experience. There are currently over 300,000 UX professionals listed on LinkedIn. Small and medium sized businesses, however, don’t always have the luxury of hiring specialist staff for activities that are not a must-have but more like, would be good to have.
But just like glycerol is a by-product of biodiesel, a decentralised IT operation can substantially influence user experience of a small business. While it’s not a core UX strategy in itself, it will act as a catalyst to boost overall user experience in the following ways.
One of biggest benefits of a decentralised IT operation is seamless collaboration throughout the business. Improved and well documented internal communications is a goldmine for great ideas. It’s not to say that the product or service design needs to be democratised but input from an engaged staff will always result in a brilliant design.
The delivery of your services or products is just as important as their design. For the best user experience, every touch point of your business needs to be identified and optimised. When staff are well connected and informed, they can provide information, support and customer service to prospects and customers effortlessly. Thereby making interaction with the business a great experience.
UX via Social Media
Decentralising IT results in higher employee engagement. This in turn makes your staff your primary brand ambassadors. With the power of social media, your brand ambassadors could not only help spread the word but actually engage with your customers creating an all-round user experience at a personal level.
The significant cost savings brought about by a decentralised IT operation. This could allow even small businesses to channel those savings towards product design and delivery initiatives that adds to the user experience.
Experience Comes from within
A happy exterior is a natural extension of a happy interior. True user experience begins within the business. The experience you provide your staff with, is the experience they will provide your customers. Decentralised IT operation creates an environment of trust, authority and responsibility. It will heighten employee experience and therefore user experience.
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This article was written by Austin D'Mello, Managing Partner of Vocatys, an emerging technology consulting company. If you liked this article please share it with your network. You can also subscribe to the monthly Vocatys newsletter by emailing us at firstname.lastname@example.org.