A leading analyst recently said to me, “If enterprises cared about the user experience, SAP and Oracle might not still be in business.” Not to pick on those vendors — they produce technologies that drive value in the enterprise — but it’s no secret that the enterprise has lagged far behind the consumer world in terms of the user experience (UX). It’s bad. In enterprises we’re usually asking workers to accomplish tasks that are significantly more complicated than just booking an airline ticket. Arguably, those tasks drive greater revenue — or cost savings — than ticket booking for that travel website.
Each of us can chronicle bad experiences with the technology tools we use every day — and if you’re in the enterprise, your pain may be even more excruciating than consumers. Not only are the experiences worse for you, but they are often ones that you do repetitively, so that pain piles up into long-term frustration and general dread. (Are you familiar with the term “Sunday blues”?)