User Experience and Employee Experience
Nowadays
we often heard about the importance of user experience, it’s a step further
than of quality products and services. Because even when you have
achieved certain quality standards, it doesn’t mean that your products are
appealing amongst the customers. If the experiences from the users were not
pleasant, even if your products passed the ISO 9001 certification, or received
high praises from your business guru, that doesn’t guarantee that your products
will sell well.
Customers
will complain if they found software bug or hardware glitch, but they are
usually not vocal if they don’t get a good user experience. It is rather the
issue of the “sense”, immeasurable like look and feel, the challenge for
business owner is far too great; hence only great companies manage to handle
the issue of user experience well.
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| Happy staff contributes to producing quality product that will achieve better user experience |
When a
company determines to go for ISO 9001 certification that’s meant to produce
quality products, consultant will hand-down a checklist that emphasizes on
processes, documentations, and etc; there is never a stress on the quality of
personnel to produce quality products. The role of employees is shrunk to
some little tiny screws that bind the processes.
How could
companies come up with ideas to upgrade their quality products to a level of
lovable products based on user experience? In my opinion, you need to upgrade your
workplace to a level of lovable workplace based on your employee’s experience.
If whether a product is great or mediocre is
determined by its user experience, producer should have no say in it; then
whether a workplace great or mediocre is determined by its employee experience,
boss should have no say in it.
A lovable
workplace or a great workplace, according to Michael Burchell and Jennifer
Robin that co-authored the book, The Great Workplace, is where people
trust people they work for, take pride in what they do, and enjoy the people
they work with. Employees at great companies also say that they want to work
for their employers for a long time. It is not uncommon for employees at great
workplace to say that they even want to make careers there, and stay for the
duration of their work lives.
If
quality staff contributes to produce quality product; hence happy staff
contributes to producing quality product that will achieve better user
experience. This is because the highest sensational feel will spread around the
products that only can be detected sensationally by the customers.
To
attract more top minds that can produce high quality products to work for us,
our company starts to offer scholarship to eligible IT students. But to build a great workplace that can
produce quality products to match better user experience, we have to improve
our systems continuously, and a working environment with a culture that
radiates the desired work ethos.
By Teh Hon Seng, CEO, FingerTec HQ
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