IT doesn’t understand end users – a well known fact, debated for years now. I interact day in day out with customers, haven’t come across any organisation where end users are happy with their IT.
What surprises me is that same IT stakeholders understand the needs and expectations of their family and friends very well and adapt themselves. Why can’t same approach be taken for business users to understand their behaviours & motivation. Why can’t IT be empathetic to their basic needs and empower them with a focus on “Experience”; nothing else.
Intent is all that matters, still waiting to come across an organisation where users are happy with their IT.
While am busy defining solutions and services with user experience as the focus, the search for happy users continues ….