Design with the user, for the user

If you are like most people, the smartphone transformed your life in ways inconceivable a mere 10 years ago. Today, it is hard to imagine life without a smartphone. It is not just a phone, it’s our personal assistant, our compass, our entertainment, our bank, our airline ticket, our library, our teacher, our memories, our taxi, our personal shopper and much more.

The things we take for granted today on our smartphones are the result of countless resources and money that enterprises — big and small — invested in for persona mapping, ethnographic research, usability testing, prototyping and visual design. Yes, these enterprises also spent money on product development, software development and manufacturing, but it was the focus on the user experience that disrupted industries and ushered in the “market of one.”

Like most enterprises, this focus on user experience started with the consumer (i.e., a paying customer). But as enterprises continue to move toward personalized customer experiences and further into digital transformation, standalone consumer apps are not sufficient. To form lasting customer experiences, enterprises must also enable the mobile moments of internal employees, empowering them at all points of engagement and all along the journey.

Conventional enterprise transformation is typically process and technology driven, leading to an extension of existing enterprise IT approaches that often focus on the needs of IT. This means that most enterprise IT organizations dedicate their resources to things like security, technology and feature functions with limited regard to the user experience.

The Dilemma:

Most enterprise IT organizations view employee experience as secondary to security and compliance
Employees are increasingly demanding a seamless experience across their personal and work life
Enterprise IT typically controls the funding and resources for employee tools and applications

The enterprise of the future requires an employee-first focus that moves beyond security, compliance and feature functions to deliver a meaningful and valuable experience to the employee. Good enough is no longer enough. Employees have become accustomed to the mobile experiences that help them make more informed decisions in their personal lives and are, thus, now demanding the same in their work lives. As employee expectations extend beyond feature functions, successful solutions must move beyond traditional IT approaches.

For Enterprise IT organizations to deliver solutions that move beyond functionality to an experience employees love and share, they must move beyond conventional transformation and adopt a simple principle — Design with the user, for the user.

By applying design thinking methods to engage employees from ideation to implementation, Enterprise IT can enable the mobile moments that empower employees and forever change the way people work.

About the author

Michael Vollmer - General Manager and Practice Head for Wipro’s Apple Practice

Michael has a diverse global experience of over 17 years that includes Product Portfolio Management, Enterprise Risk Management, Building Organizational Capability, Business Controls, Business Partner Compliance and Financial Risk Management. His expertise in digital transformation has helped enterprises empower their employees and customers alike with modern tools and capabilities.

He can be reached at michael.vollmer@wipro.com.

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