The digital transformation continues to make rapid advances. One important part of this development is the standardization and automation of service processes. Employees at many organizations still request (IT) services manually using paper forms or Excel lists. The modern employee expects digital self-service in the workplace as convenient as using Amazon, just like in their private life. Companies should actively design digitization according to the principles of usability and a positive user experience (UUX).

Origins and consequences of a less-than-satisfactory UUX

Let’s say that an employee looks for an appropriate solution to a problem they are currently facing – and their search turns up nothing. This doesn’t just waste their time – it is also deeply irritating. Within the context of recruitment and on-boarding, this can quickly lead to frustration, and at worst, to a termination of contract. If we take a look from the other perspective, a good UUX can even provide competitive advantages in the “war for talent.”

Manually processing service requests can result in the following:

• increased susceptibility to errors
• long processing times for employee requests
• loss of data
  
  

This results in unsatisfied employees, which inevitably affects the entire company. So how can companies digitally optimize service processes? The solution often lies in standardization and automation.

The first digital solutions are usually integrations into an existing intranet. However, these do not allow for any custom design. Usability is often less than satisfactory, and there are rarely interfaces to other systems in order to automate processes. This lack of usability poses the risk that employees will bypass processes or submit fewer requests. Employee productivity – not to mention that of the teams providing the service – suffers as a result, which leads to a bad user experience.

Risks to the company from a substandard UUX

Manual request processing often means that employees also have to document the entire procedure manually. Documentation of this nature tends to be very time-consuming. Carrying out this taks often leads to dissatisfaction. In the worst case this can force employees switching to a different company. However, if employees bypass IT processes, this can result in a shadow IT – and therefore a major security risk.

A positive UUX due to a uniform interface

Companies should attach great importance to the UUX. Employees are used to this in their private lives. Such as when making orders online with just a few clicks or a swipe on their smartphones. Many employees also want this Amazon-style convenience in the workplace too. Companies have to act now and adapt the tools used to meet these requirements. Ideally by implementing a common user interface.

The key aspect when choosing a uniform user interface is the question of which functional requirements (e.g., number of interfaces) it will need to fulfill. Based on these requirements, a corresponding market analysis is then performed and the right tool subsequently chosen. When introducing a new user interface, it is highly recommended that it is accompanied by change management and open, timely internal communication. Last but not least, a test phase with selected users is required to receive feedback for final approval. And this is to be incorporated accordingly.

Choosing the right tool

Choosing the tool is not just about the interface design (UUX). It also revolves around its integration to and with external systems, for example, whether employees can place software orders via an integrated self-service portal. The integrated unified end point management then takes care of installation and reports the provisioning back to the service management.

Digitization first and foremost means standardization. Combined with the right automation, companies can shorten processes and simplify them for the user. In summary, a user-friendly interface – similar to the platforms offered by Amazon – makes work extra convenient for employees. This has a positive effect on their motivation, and therefore on the entire company. Long live the “Amazon feeling”!