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UX in digital organizations

1 August 2017

Hadas Gil

In recent years, the state of Israel has been promoting a national digital program in order to initiate a quantum leap in the manner in which services and products are being made accessible. One of this program's objectives is to create a smart and friendly administration. This might raise a question: what does this actually mean? How is the user experience manifested in this statement and most importantly: how can we, each in their respective organizations, implement this approach in an organizational environment, thus creating a "smart and friendly organization"?

A "smart and friendly administration", as defined in the governmental strategy document is easy access to information, promoting effectiveness and innovation as well as improving existing infrastructure via advanced tools and platforms. In organizational terms, successfully implementing the concept of a "smart and friendly organization" depends greatly on the organization's digital maturity which is the accumulated level of breadth, depth and effectiveness of exploiting digital technologies.

Easy access to information is made possible by emphasizing display and simplicity, using more accessible platforms (such as video, Instant Messaging platforms such as text messaging or WhatsApp), using tools which highlight the experiential rather than the didactic (such as using gamification, i.e. adding gaming principles and components to activities or products), optimizing the organizational portal to our workers' needs, document sharing and management, using smart documents, etc. Innovation promotion can be achieved in any organization as long as the organization is willing to invest its resources in getting acquainted with new technologies/applications/trends in the digital world and adapt its service according to the target audience in order to attain its objectives. Organizations must leverage mobile platforms and social networks and set up a Digital Eco-System that may serve as part of the digital strategy. Effectiveness and improvement of the current infrastructure can be achieved by implementing any of these ideas (baby steps count, too!).

Well, how can we promote a digital approach in our organization and generate a positive user experience for both internal clients and edge users?

1. Ask yourselves: what is your organization's level of digital of maturity?

  • Have a digital strategy and vision been formulated?

  • Does your organizational culture encourage innovation?

  • What type of User Experience do you wish to provide?

  • What level of digital skills does the organization possess? Is it high?

  • To what level of digital skills do you as an organization aspire to reach?

2. Formulate a plan to attain a positive user experience (for both internal and external users)

  • Chart all organization employees which possess high level digital/technological skills and/or map the units that most vitally require an upgrade of their respective work tools and/or chart all core processes critical to a proper work process which can benefit from an upgrade.

  • Chart all challenges workers encounter on a daily basis and attempt to comprehend which tools can assist workers perform more quickly and more easily.

  • Share with all relevant partners in tool development receive feedback (IT, tangent units which can make use of these tools).

  • Define focus groups that will make use of products produced by these new tools and assess their need.

  • Formulate and acquire digital tools appropriate for your objective and organization.

  • Experiment!

  • Improve if required and repeat process (either entirely or partially).

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