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Consumerisation changes rules for software experience

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The consumerisation trend has massively raised the bar for what we expect of our business applications. Together with emerging technologies like AR, VR, and voice activation, this redefines enterprise software experience, says Dan Matthews, CTO at IFS.

User engagement and profitability

The clear link between user engagement and profitability is beyond doubt. This has been apparent on the consumer side for years. Moreover, just look at Walmart’s massive 2016 redesign of its UX and ecommerce platform, which resulted in 214% growth in digital visitors, and Bank of America, which increased its online banking registration by 45% after a UX redesign of the process.

Surprisingly little research is available on the topic of how enterprise software usability affects profitability. In my discussions with customers, I see that businesses are increasingly realising that UX correlates closely to user engagement. The implications of successful UX make it way more than just a satisfaction ranking. Increased workforce engagement is tied closely to improved performance, motivation and persistence, before we even get to effectiveness, time and cost savings, or the improved employer branding advanced UX applications give. All of this results in increased profitability.

An IFS usability study of over 200 enterprise software users in industrial companies found a strong correlation between digital transformation and software usability. Respondents who said their enterprise software prepared them for digital transformation, for instance, were 400 percent more likely to say their enterprise software was very easy to use. Software usability can also affect employee retention among experienced staff. In the same survey, almost 46 percent of the middle-age demographic would consider changing jobs due to poor enterprise software usability.

One concrete example is Deloitte, which states that incorporating usability into the redesign of a client’s ERP systems led to a 300% increase in worker productivity, a 55% reduction in training time and a 21% improvement in upsell and cross-sell. It is apparent that there is a close correlation between business success and software usability in the enterprise market as well.

Key trends reshaping enterprise software UX

A couple of strong trends from the consumer market are redefining the meaning of enterprise software UX today. Let’s take a closer look at those.

Consumerisation: The consumerisation trend has been ramping up for a couple of years now and consists of two interconnected developments:

–          Mobile is the new normal: As we use mobile phones for everything in our personal lives, this also raises the bar for how we expect to use enterprise software on our phones. A growing number of organisations are implementing responsive designs that adapt across platforms and screen sizes to allow various mobile devices to interact with business software. “Mobile first” has become a common UX strategy for consumer software. Although in enterprises the majority of work is still done on laptops and desktops, mobile has to be an equal possibility for users. So, whereas mobile first might apply for a number of specific business processes within enterprise software, mobile as a choice applies to all processes.

–          Consumerised usage behaviours: As people are getting used to swiping on their smartphones and using chat apps, such as WhatsApp or Facebook Messenger, this quick interaction has also become what they expect from enterprise software. Delivering an intuitive, clean and visually appealing UX that allows quick actions without going through too many steps before performing a task is a must. This has been the motivator behind IFS enabling companies in China to interact with IFS Applications through the popular WeChat social networking service.

Personalisation: Rapidly increasing data volumes within organisations have made it even more urgent to personalise information and make it available at a glance. The CEO needs top-level financial data whereas the service engineer may need the latest asset status from the energy plant or manufacturing line. Role-based user interfaces have been developed to meet these individual needs. When paired with new technologies such as AI and machine learning, the role-based interface can also become intelligent, predicting how you want your personalised interface displayed and automatically adapting what information is shown, for example depending on the device you use and how much is practical to display. The future user interfaces will be smart and evolve to learn from your past actions and preferences.

Voice and chat UX:  UX does not just have to be visual, forms and lists. Consumer-focused interfaces, such as Siri, Cortana and Alexa, have accelerated the adoption of voice and chat as an interface in the enterprise arena as well. The benefits are clear; you can search for data and perform tasks within your system using voice or chat through Skype, Messenger, or any other channel instead of having to use a dedicated enterprise application and click through endless menus and structures. This provides vital benefits for casual users, who can interact in a more convenient way, and for professionals such as service engineers, who can use their hands when repairing an asset while searching for instructions using their voice.

Virtual, augmented or mixed—reality becomes a UX: Moving us even further beyond screen display or voice notions of UX, is the growing take-up of AR and VR. Since its start 10 years ago, augmented reality has matured fast. Companies like XMReality offer AR remote guidance, where field service experts can help maintenance engineers in the field solve complex problems as if they were physically present. Such technologies have gone from being exploratory R&D projects to mature solutions extraordinarily quickly, and it will not take long before we see broader adoption.

Another opportunity to leverage these technologies is through mixed reality, which combines augmented reality and virtual reality using devices such as the Microsoft HoloLens. Imagine service engineers who can visualise data from the business software directly on an asset that is to be serviced via their safety glasses. This will make it possible to work on repairing the asset with both hands, while having the service instructions right in front of their eyes! The intuitive, easy-to-use UX of mixed reality, combined with enterprise software data, could reshape how we think about enterprise UX in the future. This scenario is actually an ongoing research project within IFS Labs.

How do you measure user engagement?

The technologies discussed above are in varying states of maturity. But no matter what technology is used, measuring the success of your software UX will always be key. User engagement is so important today that it must be monitored just like customer satisfaction or other important KPIs. You can do it in a number of ways, from having the users rank features in a usability index, track when and how features are used, or arrange feedback sessions with user groups. UX also has an impact on important business metrics such as employee productivity and employee satisfaction (and retention). It is important not only to assess all of these parameters before, during and at the end of a specific implementation, but they should also be continual gauges of operational success.

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Acer gaming beast escapes

Acer this week unveiled two notebooks that take portable gaming to new extremes.

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Acer  unveiled two new Predator Helios gaming notebooks this week at the next@acer global press conference in New York. They include the powerful Predator Helios 500, featuring up to 8th Gen Intel Core i9+ processors, and the Predator Helios 300 Special Edition that includes upgraded specs from its predecessor and a distinctive white chassis. Both feature VR-Ready performance, advanced thermal technologies, and blazing-fast connectivity.

“We’ve expanded our Predator Helios gaming notebook line in response to popular demand from gamers seeking extreme performance on the go,” said Jerry Kao, President of IT Products Business, Acer. “The Predator Helios 500 and Helios 300 gaming notebooks feature Acer’s proprietary thermal technologies and powerful components that, coupled with our award-winning software, deliver unparalleled gaming experiences.”

“The 8th Gen Intel Core i9+ processor for gaming and creation laptops is the highest performance Intel has ever delivered for this class of devices; purpose built for enthusiasts who demand premium gaming experiences whether at home or on the go,” said Steve Long, Vice President and General Manager, Client Computing Group Sales and Marketing, Intel. “Intel and Acer’s long relationship has produced amazing products over the years, and the new Acer Predator Helios gaming notebooks are powerful examples of what’s possible with this unprecedented level of performance.”

Predator Helios 500 is a gaming beast featuring overclocking, 4K 144 Hz panels

Designed for extreme gamers, the Predator Helios 500 is a gaming beast. It features up to overclockable 8th Gen Intel Core i9+ processors and overclockable GeForce GTX 1070 graphics. Intel Optane memory increases responsiveness and load times, while ultra-fast NVMePCIe SSDs, Killer DoubleShot Pro networking, and up to 64GB of memory keep the action going, making the Helios 500 the ideal gaming notebook for graphic-intensive AAA titles and live streaming.

Top-notch visuals are delivered on bright, vibrant 4K UHD or FHD IPS 17.3-inch displays with 144Hz refresh rates for blur- and tear-free gameplay. NVIDIA G-SYNC technology is supported on both the built-in display and external monitors, allowing for buttery-smooth imagery without tearing or stuttering. For those looking for maximum gaming immersion, dual Thunderbolt 3 ports, and display and HDMI 2.0 ports support up to three external monitors. Two speakers, a subwoofer, and Acer TrueHarmony and Waves MAXXAudio technology deliver incredible sound and hyper-realistic 3D audio using Waves Nx.

The Helios 500 stays cool with two of Acer’s proprietary AeroBlade 3D metal fans, and five heat pipes that distribute cool air to the machine’s key components while simultaneously releasing hot air. Fan speed can be controlled and customized through the PredatorSense app.

A backlit RGB keyboard offers four lighting zones with support for up to 16.8 million colors. Anti-ghosting technology provides the ultimate control for executing complex commands and combos, which can be set up via five dedicated programmable keys.

Acer’s PredatorSense app can be used to control and monitor the notebook’s vitals from one central interface, including overclocking, lighting, hotkeys, temperature, and fan control.

Predator Helios 300 Special Edition brings a sophisticated design twist to gaming notebooks

Acer’s budget-friendly Helios 300 gaming line sees the addition of a Special Edition model featuring an all-white aluminum chassis accented with gold trim, an unusually chic design for gaming notebooks.

The Helios 300 Special Edition (PH315-51) allows for ultra-smooth gameplay via its 15.6-inch FHD IPS display with an upgraded 144Hz refresh rate. The rapid refresh rate shortens frame rendering time and lowers input lag to give gamers an excellent in-game experience. It’s powered by up to an 8th Gen Intel Core i7+ processor, overclockable GeForce GTX 1060 graphics, up to a 512 GB PCIe Gen 3 NVMe solid state drive, and up to a 2 TB hard disk drive.

The Helios 300 Special Edition also comes equipped with up to 16 GB of DDR4 memory, and is upgradable to 32GB. Intel Optane memory speeds up load times of games and applications, access to information and improves overall system responsiveness. In addition, Gigabit Ethernet provides fast wired connections, while Gigabit Wi-Fi is provided by the latest Intel Wireless-AC 9560 that delivers up to 1.73Gbps throughput when using 160 MHz channels (2×2 802.11ac, dual-band 2.4GHz and 5GHz).

The Helios 300 Special Edition also includes two of Acer’s ultrathin (0.1 mm) all-metal AeroBlade 3D fans designed with advanced aerodynamics and superior airflow to keep the system cool. They can be controlled with Acer’s PredatorSense app, which offers three usage modes:

1. Coolboost mode:

For heavy loading games, rendering, streaming, and extended video consumption

2. Normal mode:

For productivity tools like Microsoft Office

3. Silent mode:

For web browsing and online chatting

Price and Availability

Predator Helios 500 will be available in South Africa in June starting at R34 999.00

Helios 300 Special Edition will be available in South Africa in August 2018. Exact Price will be communicated closer to the time.

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LG G7 arrives in SA

LG this week introduced South Africa to its latest premium smartphone, the LG G7 ThinQ, focused on bringing useful and convenient AI features to the smartphone experience.

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Powered by the latest Qualcomm Snapdragon 845 Mobile Platform, the LG G7 ThinQ offers 4GB of RAM and 64GB of internal storage to run demanding tasks and apps with. It is equipped with a 6.1-inch Super Bright Display, but the LG G7 ThinQ remains compact enough to use with one hand.

Sporting a new design aesthetic for the G series, the polished metal rim gives the LG G7 ThinQ a sleeker, more refined look, complemented by Gorilla Glass 5 on both the front and the back for enhanced durability. Rated IP68 for dust and water resistance, the LG G7 ThinQ is also awarded MIL-STD 810 c certification, having been subjected to a range of extreme temperature and environment tests designed by the United States military.

The LG G7 ThinQ has an 8MP camera up front, rendering clear and natural selfies, with two 16MP cameras at the back that deliver higher resolution photos with more detail, as well as a Super Wide Angle configuration.

As with other leading brands, LG has evolved its signature camera by including AI functionality. The AI CAM offers 19 shooting modes for intelligence-optimised shots. Users can also improve their photos by choosing from an additional three effect options should the AI CAM recommendation not suit their taste.

The new Super Bright Camera captures images that are up to four times brighter than typical photos shot in dim light. Through the combination of pixel binning and software processing, the AI algorithm adjusts the camera settings automatically when shooting in low light.

Live Photo Mode records one second before and after the shutter is pressed for snippets of unexpected moments or expressions that would normally be missed. Stickers uses face recognition to generate fun 2D and 3D overlays, such as sunglasses and headbands, that can be viewed directly on the display.

New to the G series is Portrait Mode, which generates professional-looking shots with out-of-focus backgrounds. This effect can be generated using both front and rear standard lenses as well as the rear Super Wide Angle lens.

LG G7 ThinQ offers further AI functionality with the inclusion of Google Lens features. Google Lens is a new way to search using the AI and computer vision. Google Assistant and Google Photos allow users to access more information on objects such as landmarks, plants, animals, and books. It can identify text or visit websites, add business cards to contacts, events to the calendar or look up an item on a restaurant menu.

A button just below the volume keys launches the AI functionality. A single tap of this button launches the Google Assistant, while two quick taps launches Google Lens. Users can also hold down the button to start talking to the Google Assistant without the repetition of the OK Google command.

With Super Far Field Voice Recognition (SFFVR) and the highly-sensitive G7ThinQ microphone, the Google Assistant can recognise voice commands from up to five meters away. SFFVR is able to separate commands from background noise, making the LG G7 ThinQ an alternative to a home AI speaker, even when the TV is on. Commands for the Google Assistant have been increased in the LG G7 ThinQ so users can get more done with their voice alone.

“The LG G7 ThinQ is strongly focused on the fundamentals and its launch marks a new chapter for our company,” said Deon Prinsloo, General Manager for Mobile Communication, LG Electronics S.A Pty Ltd. “Through the combination of personalised and useful AI functionalities with meaningful smartphone features, this is LG’s most convenient and in the moment smartphone yet.”

Key Specifications

  • Mobile Platform: Qualcomm Snapdragon 845 Mobile Platform
  • Display: 6.1-inch QHD+ 19.5:9 FullVision Super Bright Display (3120 x 1440 / 564ppi)
  • Memory:
    • LG G7 ThinQ: 4GB LPDDR4x RAM / 64GB UFS 2.1 ROM / MicroSD (up to 2TB)
  • Camera:
    • Rear Dual: 16MP Super Wide Angle (F1.9 / 107°) / 16MP Standard Angle (F1.6 / 71°)
    • Front: 8MP Wide Angle (F1.9 / 80°)
  • Battery: 3000mAh
  • OS: Android 8.0 Oreo
  • Size: 153.2 x 71.9 x 7.9mm
  • Weight: 162g
  • Connectivity: Wi-Fi 802.11 a, b, g, n, ac / Bluetooth 5.0 BLE / NFC / USB Type-C 2.0 (3.1 compatible)
  • Colours: New Aurora Black
  • Others: Super Bright Display / New Second Screen / AI CAM / Super Bright Camera / Super Far Field Voice Recognition / Boombox Speaker / Google Lens / AI Haptic / Hi-Fi Quad DAC / DTS:X 3D Surround Sound / IP68 Water and Dust Resistance / HDR10 / Google Assistant Key / Face Recognition / Fingerprint Sensor / Qualcomm Quick Charge 3.0 Technology / Wireless Charging / MIL-STD 810G Compliant / FM Radio
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