The internal systems used within many organisations have shocking user interfaces. This is costing companies in productivity, training and even in customer experience. Fortunately we can fix this.
“How come I can download an app onto my mobile and instantly know how to use it, yet need training to use our content management system? Shouldn’t our CMS or intranet be intuitive?”
This post first appeared on Smashing Magazine. Smashing Magazine publish loads of great posts so I highly recommend checking them out.
This was just one of the comments I heard in a recent stakeholder interview. People are fed up using inadequate internal systems. Many of those I interviewed had given up on the official software. Instead they used tools like Dropbox, Google Docs and Evernote.
The problem seems to exist across the board. I am hearing the same thing from employees across many companies and sectors. I am also hearing it about almost all internal systems. From customer relationship management to procurement or the intranet. They are all painful to use.
User levels of frustration are only getting higher as millennials enter the marketplace. This group are digital natives and they expect a certain standard of software. They expect software to adapt to them, not the other way around.
The result of this frustration is that employees are abandoning these systems. People use email instead of a CRM or put documents in Dropbox rather than on the intranet. This leads to systems being out of date and thus irrelevant to the organisation.
How have things got to this state? Why is enterprise software so bad?
One size does not fit all
I think technology is often oversold. Content management systems are the solution to content. Intranets are the answer to improving efficiency. Customer relationship systems will manage the customer relationship. But, that is just not true!
Unfortunately in the eyes of senior management once a piece of software is purchased the problem is solved. Job done, move on to the next challenge.
One size rarely fits all. Organisations rarely work in the same way, even within the same sector. Even if a law firm purchases an intranet designed for the legal sector, it doesn’t mean it will work out of the box for them.
Not only does every organisation work in a different way, but so do people. The functionality required by a secretary to the CEO is going to be different to somebody in accounting or HR. Yet, often enterprise systems do nothing to streamline the experience for different groups.
Many of these systems can be tailored to individual organisational or employee needs. It’s just that they don’t do that out of the box. They need configuration and optimisation that often does not happen. That or the wrong systems are purchased in the first place.
There must be a better way.
Starting with the users needs
Too often the procurement process for these systems begins with a list of desired features. I believe this is the wrong starting point. We should be approaching internal software in the same way we develop external applications. We should start with the user needs.
Whether you already have systems in place or not, I would encourage you to identify your different user groups. Who will be using each system?
Once you know that, you need to shadow them for a while. You need to understand how they work. What is it they do each day and what systems do they already use to get their work done?
Look for pain points in that system. Look for weaknesses in their system and talk to them about where they get frustrated. Identify information they need to do their jobs and be aware of any unnecessary clutter that gets in their way.
Finally, identify your users top tasks. What tasks are your different user groups doing again and again. These need to be super accessible.
You maybe tempted to think that this provides enough information to buy the right system for you. But, just because something has the functionality you need, does not mean it is easy to use.
Before leaping into buying expensive software, lets first design the user experience. We can do that with some simple prototyping.
Prototype your perfect system
Creating a prototype of how our ideal system should work does not need to be time consuming or particularly expensive. Best of all it can replace a long winded and abstract functional specification.
We can iterate this prototype based on user feedback until it represents the optimal user experience.
With that desired vision in place, then you can compromise intelligently.
A working prototype provides a good measure against which to compare different software. Much better than a functional specification.
Can your existing system be setup to mirror the prototype? If it can’t exactly recreate the prototype, where are the points of compromise? Based on your user testing, are these unacceptable compromises?
If your existing system cannot replicate the key functionality of your prototype, look at alternatives. Talk to other vendors and show them your prototype. Ask whether their system can replicate it and once again decide over areas of compromise based on user feedback.
Do you see the difference? The experience is designed around the user, not what the software can provide.
If you cannot find software that meets the needs of your users, consider building a bespoke system. It makes no sense to buy ‘off the shelf’ software that nobody will use or provides no business benefits.
I know what you are thinking. This makes sense but senior management won’t go for it. They won’t pay for the creation of prototyping or bespoke systems. Well that depends on how you sell it.
Selling the need for user centric systems
It can be hard to convince management to spend money on prototyping. Hard if a clever sales man is saying their software can solve all the businesses problems. Harder still if management have already payed for a fancy system. But, there are solid business arguments for this approach.
If your company has a system that is not fit for purpose, you should be able to prove this. Collect data on how users interact with the system. Combine this with user testing and stakeholder interviews. This should be enough to create a compelling case. At least enough of a case to justify some limited prototyping of alternative approaches.
Remember you are not asking them to replace the system. You just want to prototype what a better approach would be and see if the current software can be setup to match this. Often when management can see a better way, they are more open to change.
If you do not already own a system then you are in an even stronger position. Enterprise software is expensive and so ensuring it is fit for purpose is important. Getting it wrong could mean wasting hundreds of thousands.
A prototype will prove more effective than a functional specification at measuring the suitability of software. It will also make it easier to compare competing products.
Of course management could take the position that employees will just need to get used to what they have. There is some merit in this argument. Given time users will adapt to even the most archaic of systems. But at what cost?
The cost of failure
Poor user interfaces lead to increased training and more support. Both are a cost the organisation has to bear, not to mention the frustration it causes. Even more significant is the cost in lost productivity. Organisations are keen to maximise efficiency and easy to use systems go a long way towards this.
Unfortunately some management teams seem to care little about internal processes. But what they do care about is customer satisfaction. Customer satisfaction is becoming one of the biggest metrics organisations measure. We now live in a world of connected consumers. Consumers who have a voice through social media. That makes organisations sensitive to negative comments and customer experience.
Yes, enterprise systems may be used by your employees. But the truth is they have a massive impact on the customer experience. It is these systems that ensure a timely response. They help deliver the product. They handle the customer relationship. That is why internal systems are becoming the next big competitive advantage for many companies.