Connect with us

Featured

Consumerisation changes rules for software experience

Published

on

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.

Featured

AppDate: DStv jumps on music bandwagon

In this week’s AppDate, SEAN BACHER highlights DStv’s JOOX, Cisco’s Security Connector, Diski Skills, Namola and Exhibid.

Published

on

DStv JOOX

DStv is now offering JOOX, a music streaming service owned by China’s Tencent, to DStv Premium, Compact Plus and Compact customers.

In addition to streaming local and international artists, JOOX allows one to switch to karaoke mode and learn the lyrics as well as create and share playlists. Users can add up to four friends or family to the service free of charge.

DStv Family, Access and EasyView customers can also log in to the free JOOX service directly through JOOX App, but will be unable to add additional friends and won’t be able to listen to add-free music.

Platform: Access the JOOX service directly from the services menu on DStv or download the JOOX app for an iOS or Android phone.

Expect to pay: A free download.

Stockists: Visit the store linked to your device.

 

Cisco Security Connector

With all the malware, viruses and trojans doing the rounds, it is difficult for users and enterprises to ensure that they don’t become targets. Cisco, in collaboration with Apple, has brought out its Cisco Security Connector to protect users. The app is designed to give enterprises and users overall visibility and control over their network activity on iOS devices. It does this by ensuring compliance of mobile users and their enterprise-owned iOS devices during incident investigations, by identifying what happened, who it affected, and the risk of the exposure. It also protects iPhone and iPad users from accessing malicious sites on the Internet, whether on the corporate network, public Wi-Fi, or cellular networks. In turn, it prevents any viruses from entering a company’s network.

Platform: iPhones and iPads running iOS 11.3 or later

Expect to pay: A free download

Stockists: Visit the Apple App Store for downloading instructions.

 

Diski Skills

The Goethe-Institut, in co-operation with augmented reality specialists Something Else Design Agency, has created a new card game which celebrates South African freestyle football culture, and brings it alive through augmented reality. Diski Skills is quick card game, set in a South African street football scenario, showing popular tricks such as the Shibobo, Tsamaya or Scara Turn. Each trick is rated in categories of attack, defence and swag – one wins the game by challenging an opponent strategically with the trick at hand. Through augmented reality, the cards come alive. Move a smartphone over a card and watch as the trick appears on the screen in a slow motion video. An educational value is added as players can study the tricks and learn more about the idea behind it.

 

The game will be launched on 27 October 2018 at the Goethe-Institut.

For more information visit: www.goethe.de

 

Namola

With  recent news of kidnappings on the rise, a lot more thought is going into keeping children safe. Would your child know what to do in an emergency? Have you actually asked them?

Namola, supported by Dialdirect Insurance, is a free mobile safety app. Namola’s simple interface makes it an ideal way for children to learn how to get help in an emergency. All they need to do is activate the app and push a button to get help that they need, even when their parents are not around.

Parents need to install the app on their child’s phone, hold down the request assistance button, program emergency numbers that will automatically be dialled when the emergency button is pushed, and teach their children how and when to use the app.

Platform: Android and iOS

Expect to pay: A free download.

Stockists: Visit the store linked to your device.

 

Exhibid

Exhibid could be thought of as Tinder, but for for art lovers. The interface looks very similar to the popular mobile dating app, in that users swipe left for a painting that doesn’t appeal to them, or swipe right for something they like. Once an art piece is liked by swiping right, one can start bidding or make an offer on it. The bid is automatically sent to the artist. Should he or she accept the offer, the buyer makes a payment through the app’s secure payment gateway and the two are put in contact to make arrangements for delivery.

Platform: Android and iOS

Expect to pay: A free download.

Stockists: Visit the store linked to your device.

Continue Reading

Featured

New kind of business school

At a recent meeting, ALLON RAIZ, founder and CEO of Raizcorp, realised that in order for today’s youth to become entrepreneurs, teachers, the curriculum and the parents need continually expose them to entrepreneurial thinking from a young age.

Published

on

Several years ago, I found myself in a meeting with my business partner and two of my staff members. In front of us was a client who was sharing some of the frustrations in his business. At the end of the meeting, my partner and I were extremely excited about the prospect of two massive opportunities we had both independently identified while listening to the client. My two staff members, on the other hand, completely missed them. This led me to wonder what it was in my own and my partner’s backgrounds that allowed us to so easily spot opportunities while my two staff members remained oblivious … I realised that the difference was that my partner and I both had an early exposure to entrepreneurship while they didn’t.

Not long afterwards, I was delivering a lecture about how Raizcorp grows and develops small businesses at Oxford University’s Said Business School in my role as their Entrepreneur-in-Residence. I mentioned the above incident and spoke about my intention of going into children’s education with a view to providing an entrepreneurial perspective.

One of the professors in attendance asked me if I’d ever heard of a piece of research by Henrich R Greve called Who wants to be an entrepreneur? The deviant roots of entrepreneurship. It’s a pretty unfortunate title but a fascinating piece of research nonetheless. It highlights how certain contexts in childhood result in a much a higher probability of becoming an entrepreneur. For example, kids who participate in solo sports such as tennis or athletics are more likely to become entrepreneurs than children who play team sports like soccer and cricket. Conversely, your mother’s participation in the parent-teacher association has a negative correlation to you becoming an entrepreneur. I spent the rest of the afternoon in the professor’s office discussing other research papers that unequivocally proved that context during your childhood has a massive influence on whether or not you will follow the entrepreneurial route.

Another member of the lecture audience was a double-PhD from the USA who was completing her MBA at Oxford. After the lecture, she approached me and volunteered to help build a framework to incorporate entrepreneurship in the school curriculum without interfering with the formal requirements of the CAPS curriculum.

She spent nine months in South Africa working with me to build out a practical framework. The next phase of the plan was to find the right school at which to embark upon this journey. In December 2015, Raizcorp purchased Radley Private School and we began our entrepreneurial education adventure in earnest in 2016.

At the centre of the Radley philosophy is that the school (the physical building), the teachers, the curriculum and the parents are the “marinade” in which the kids need to soak in order to be continuously exposed to entrepreneurial thinking from a young age. The aim was that if, in future, the kids found themselves sitting in a boardroom with me and my partner, they too would be able to identify the opportunities that we did.

A big shift this year has been the launch of our Entrepreneurial Educator Guide (EEG) programme where we have been training our Radley teachers (whom we call guides) to understand entrepreneurship, business language, business concepts, financial documents and the like. (The EEG training makes use of Raizcorp’s internationally accredited entrepreneurial learning and guiding methodologies.) We have also employed a full-time staff member to ensure that these concepts are imbedded into all lesson plans and classroom activities.

Through my network at Raizcorp, I have been pleasantly surprised by the massive support we’re receiving from prominent entrepreneurs and businesses who want to participate in our Radley Exposure programme, where we take our kids of all ages on visits to different types of businesses so they can understand the difference between retail, wholesale, manufacturing, logistics and so on. Prominent businesspeople have put up their hands to come to the school and tell their stories of hard work, resilience and perseverance. This ties in beautifully with the 17 entrepreneurial concepts that we are instilling into our Radley learners (such as opposite eyes, lateral thinking and opposable mind), while never compromising on our quality academic offering.

As parents, we’ve all heard the terrible statistics about the probability of our kids finding jobs in the future. At Radley, we’re working hard to ensure that our kids have a legitimate and lucrative alternative to finding traditional employment and that is to become an entrepreneur. Radley is all about producing job creators and not job seekers!

To enrol your child or find out more about the school, please visit www.radley.co.za.

Continue Reading

Trending

Copyright © 2018 World Wide Worx