Our industry is used to reporting on data in aggregate, which is helpful, yet misses some of the finer-grained detail about your users – whether they’re employees or customers. The problem with this approach is that overall metrics may look positive or neutral, while there are a subset of users who are having a terrible experience. These people may be so troubled by their experience that they decide to leave the company or buy a competitive product. If we can disaggregate that data, we can pinpoint which users are having problems and be more effective at solving them.
That’s where end-user experience (EUE) monitoring becomes important. This means understanding objectively what interactions our end users are having in their digital experience with the services we’re providing them. Historical device-centric metrics can’t exactly tell if a user is happy, as much as looking at what users are doing and how long it’s taking them. Solutions that do activity-based modeling of data and applications can help the IT team understand the individual’s experience – both on the desktop and in the cloud.
At the end of the day, digital experience management is about getting to a point where every person who is leveraging your digital services really enjoys doing so. Now, let’s get practical on how to do that.