How to improve IT by embedding end-user experience measurement in IT metrics?

Increasing importance of end user experience in IT

End user experience today defines the most fundamental dimension of the relationship between an organization and its customers. The changing dynamics of user interaction especially in the recent past has undoubtedly become instrumental in the success of an organization. Though the financial analysis of IT is valuable, it does not serve the purpose of understanding the efficiency and effectiveness of IT as far as the end user is concerned. It is no surprise that there is an ever increasing interest in monitoring end user experience. However, it is imperative that companies break away from mere network-centric approach to capture the essence of rapidly moving targets of end user satisfaction.

Challenges involved

The process of measuring the quality of IT services from the perspective of the users is not free of challenges. Though there are several IT metrics in place to measure end user experience in IT, not all of them are effective in understanding how the user thinks, feels or interacts. Some of the commonly faced challenges in in creating and maintaining an effective roadmap to end user experience are as follows:

  • Several companies still use application uptime as a key metric for evaluating application performance which does not allow the measurement of the actual quality of services being delivered to users.
  • Organizations tend to focus more on monitoring resources within the internal infrastructure paying less attention to monitoring application performance from outside of the corporate structure. This approach leads to a lack of understanding on how applications generating revenue for a company is accessed by users and how it is performing over the public internet.
  • Vendor supplied tools fail to reflect the actual end user experience as there exists a gap between what is important and what is measured.
  • Inability to identify barriers in understanding user experience issues affects revenue, performance and a decline in customer responsiveness.

Results of effective measurement of end user experience on IT

Though the concept of end-user experience is complex in nature, functionalities of monitoring tools if implemented effectively can largely help in lowering costs and increasing revenue. Some key points in approaching end user experience:

  • Companies must always take proactive steps to identify and deal with problems regarding the quality of end user experience to prevent revenue loss and reduced customer responsiveness. This will not only help in optimizing the performance of IT employees but also lesser time would be spent by employees on creating new and innovative services.
  • As opposed to an entity synthetically pinging a site, end user experience monitoring tools must also enable the tracking of response times experienced by users while visiting a site. This will provide the IT helpdesk to gain useful insights in to user experience.
  • Several methods can be implemented to monitor end user experience as just one tool is not sufficient. Catering to different problem areas pertaining to user experience helps ensure that metric tools match up against user experience.
  • Investing in designing the right user experience smoothens IT services delivery and also maximizes business value.

Improving end user experiences strengthens the role of IT beyond the cliché definition of IT as just a cost center to keep the machines running. It also is a great means to gain the confidence of end users if their problems are addressed efficiently and quickly. Focus on end user experience is paramount in bringing about perceptible changes in the IT landscape.


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