We have already spoken a lot about how decentralising IT operations in a small business will have a significant impact on IT costs and internal business processes. For those who have missed those articles, you’ll find the links to them below. You can even download the free whitepaper on The DeCent-IT Framework, if you wish to learn more.

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.

Better Design
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.

Better Delivery
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.

Refocus Resources
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 [email protected].

Read more:

• http://www.vocatys.com/blog/the-worst-kept-secret-to-amazing-small-business-it
  
• http://www.vocatys.com/blog/3-small-steps-for-smbs-one-giant-leap-for-remote-working
  
• http://www.vocatys.com/decent-it.html
  
• http://www.smallbusinessmiracles.com/our-blog/user-experience-ux-matters-small-business/
  
• https://smallbusiness.yahoo.com/advisor/ux-beyond-design-emotional-connection-163048931.html
  
• http://en.wikipedia.org/wiki/User_experience
  
• http://www.business2community.com/online-marketing/ux-beyond-design-emotional-connection-0898245#!bKUbtp
  

Remote working or telecommuting is nothing new. In fact, it has been around since early 1970s. Since then a number of companies, mostly large enterprises, have dabbled with it with varying degrees of success. Companies like Yahoo and Best Buy, after years of offering remote working options, decided to end those programs. Whereas, companies like Unilever and IBM have currently around half of their staff working remotely and are increasing that number steadily.

There is a plethora of articles online, discussing the advantages and disadvantages of remote working but there is one thing both, proponents and critics do agree on, remote working is not for all. It’s certainly not, one size fits all.

Amazingly though, thanks to emerging cloud and mobile technologies, it’s not all that black and white any more. Small and medium sized businesses that may generally classify themselves as non-conducive to remote working, can also reap its advantages, of which there are many.

So follow the 3 steps below to systematically assess, swiftly implement and effectively monitor, remote working for your small business.

Assess the needs of the business, FIRST!
“In case of emergency, put the oxygen mask on you before assisting children travelling with you.”

The above statement stands equally true in business. There would be no work, let alone remote work, if there was no business. So first things first, comprehensively assess current business requirements and processes. While doing that, it’s imperative that “industry best practices” are consciously ignored, for best practice is only another name for mediocrity.

If done objectively, in most cases, this step will highlight some vital benefits of remote working for your business. If, for any reason, the benefits are not clear or non-existent, either hire an expert for a second opinion or simply stop wasting time and get back to work.

Create a list of best and worst case scenarios
“Hope for the best, prepare for the worst.”

In order to maximise the benefits of remote working, you need to be acutely aware of every possible scenario. A number challenges arise both for the business and its staff when you introduce remote working. Some key challenges would be;

• Striking the right work-life balance
  
• Workplace isolation
  
• Lack of face-to-face communication
  
• Performance management
  
• Business liabilities and WorkCover
  

While uncertainty cannot be eliminated, careful consideration of the best and worst outcomes will greatly help avoid ambiguity and mitigate risks.

Identify and procure the best available technologies
“The best things in life are free.”

There are scores of cloud and mobile technologies being built for businesses seemingly every day. For remote working there are collaborations tools, cloud-based CRMs, secure communication and productivity apps. Each one with their own features, benefits and shortcomings. In this final step, patience and due diligence will play a pivotal role in the success or failure of your remote working program. The one thing to remember here is that a high price tag does not mean a better product.

When deployed with a thorough understanding of business needs, accommodating for various outcomes and supported by the best available technologies, remote working can be extremely effective. Given the range of benefits that it brings, remote working cannot and should not be ignored.

Remote working is one of many proven strategies that comprises the DeCent-IT Framework. Developed exclusively for small and medium sized businesses, it is a process based tool-kit that will significantly cut IT costs and dramatically improve business operations. For more information download your free copy of The DeCent-IT Framework Whitepaper.

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 [email protected].

Some Good Reads:

• http://en.wikipedia.org/wiki/Telecommuting
  
• http://www.forbes.com/sites/edwardlawler/2013/05/15/remote-working-whos-right/
  
• http://tech.co/remote-work-trend-booming-2014-08
  
• http://tech.co/tips-managing-remote-team-2014-08
  
• http://thefutureofwork.net/assets/Managing_a_Remote_Workforce_Proven_Practices_from_Successful_Leaders.pdf
  
• http://sloanreview.mit.edu/article/set-up-remote-workers-to-thrive/