Signed in as:
filler@godaddy.com
Conversation to Define Digital Employee Experience - Part 1
The concept of Digital Employee Experience is widely used and a lot of vendors are using the DEX in there own defined way. Many vendors are seeing the trends that companies are looking to switch from a SLA defined service desk to an employee centric service desk or as i like to call it the "Employee Helpdesk". But companies are struggling to understand how they can make this switch and confused on what tools can help them and what they tools actually do.
Forrester define DEX as "The sum of all the perceptions that employees have about working with the technology they use to complete their daily work and manage their relationship with their employer across the lifecycle of their employment“
Personally, I find this definition intriguing, but I believe it leaves room for many different interpretations.
But before we can really define DEX we need to understand some key concepts and how they influence the user/employee experience.
Key CONCEPTS TO BE UNDERSTOD
- End-User Computing (EUC)
- User Experience (EX)
- Customer Experience (CX)
What is End-User Computing (EUC)?
Defined by Chat GTP
EUC refers to systems and tools that allow non-programmers to create and manage their own computer applications. It encompasses a broad range of user-facing resources, including desktop computers, mobile devices, and virtual desktops, enabling users to customize and control their computing environment to meet their specific needs. EUC can range from simple user interactions to more complex tasks like scripting and application development, providing flexibility, productivity, and enhanced user involvement in the IT environment. Key benefits of EUC include improved business continuity, security, agility, cost savings, and enhanced collaboration.
Defined by Dizzion:
End-User Computing (“EUC”) refers to all solutions, services, and tools users use to get work done in a secure, productive, and engaging manner. It enhances organizational productivity and innovation while offering flexibility and cost efficiency. EUC empowers organizations to unlock their full potential and adapt swiftly to market changes, driving productivity and cost-effectiveness in today’s business environment. Its effects are visible in three factors.
White Paper - EUC Hexagrid
User Devices:
Laptops, desktops, tablets, smartphones, other devices that end users interact with.
Virtual Desktops and Applications:
Solutions like Virtual Desktop Infrastructure (VDI) and Desktop as a Service (DaaS) that deliver virtualized desktops and applications to end users.
Applications:
The software and applications that end users need to perform their work, whether installed locally on their devices or accessed via the cloud.
Data:
The information and data that end users need to access and use in their daily tasks.
Security:
Ensuring that end user devices and data are secure, which includes endpoint protection, data loss prevention, and secure access methods.
What is UX (User Experience)?
UX for me fucus more on the design and implementation of applications and services and not the service desk. Service desks usually (maybe not all) don’t take this into account or not in a very good way.
Defined by Chat GTP:
User Experience (UX) in IT services focuses on enhancing user satisfaction and overall interaction with IT products and services. It involves optimizing usability, accessibility, and enjoyment in the user's journey. Usability ensures the service is easy to use, efficient, and supports error recovery.
Accessibility makes IT services usable for people of all abilities, adhering to standards like WCAG. Interaction design encompasses creating intuitive user interfaces, clear information architecture, and smooth navigation. User research involves understanding user needs and preferences through research and continuous feedback.
The emotional impact component aims to meet user expectations, providing a pleasant experience and building trust through reliability and security. Service design considers the entire user journey for a seamless end-to-end experience and maintains consistency across all touchpoints. UX in IT services integrates principles from psychology, design, technology, and business, aiming to create systems that are functional, engaging, and efficient.
This multidisciplinary approach ensures that IT services not only meet user needs but also provide a positive and satisfying experience, leading to higher user satisfaction and loyalty
WHAT IS Customer Experience (CX)?
Defined by Chat GTP:
Customer Experience (CX) refers to the overall perception and impression customers have of a company throughout their entire journey and interaction with its products, services, and brand. It encompasses every touchpoint and interaction, from initial awareness and discovery to post-purchase support and loyalty.
CX focuses on delivering consistent, personalized, and positive experiences across all channels and interactions. It involves understanding and addressing customer needs, preferences, and expectations to create meaningful and engaging experiences.
Key elements of CX include:
Understanding customer needs through research and feedback helps tailor experiences that meet expectations and foster satisfaction. Personalization plays a crucial role in making customers feel valued and understood by delivering relevant and targeted experiences.
Consistency across all touchpoints ensures a seamless and unified experience, whether customers interact with the company online, in-store, or through customer support. Emotional connection is another vital aspect of CX, as it involves building trust, loyalty, and positive feelings towards the brand. Efficient and responsive customer service, along with proactive problem-solving, enhances the overall experience.
CX also emphasizes the importance of creating a memorable and delightful journey that encourages repeat business and brand advocacy.