User Experience Management (UEM) provides visibility to drive adoption and optimize your workforce. UEM offers insight on how employees interact with enterprise software applications, helps measure impact on day-to-day operations and ultimately, increases adoption to realize efficiencies and save money.

By understanding the “Five Ws” of UEM – Who, What, Where, Why and When – organizations can identify complexities of key business functions, and deliver a roadmap to enable users to be more productive, responsive and engaged. In our previous blog we discussed the “Who”. In this blog we will be covering the “What” and the “Where”.

SAP User Experience: lack of focus on a company’s most strategic asset: human capital

The “WHAT?” question and what do you do when no one uses your enterprise software?

UEM data is factual, automated, real-time and most importantly actionable.

SAP User Experience UX - Knoa - get UEM data

You’ve invested in your enterprise applications and deployed on a global scale. But now new technologies and/or business processes are failing to meet expectations. With such a significant investment, every business process in an organization – from finance to order-to-cash – needs to demonstrate user adoption and improved workflow performance.

Traditional process management tools track execution, but can’t pinpoint the root cause of performance shortfalls. Understanding the end-user experience and managing behavior has often required difficult, manual effort, such as surveys, observation, or tracking calls to the helpdesk. These methods are typically incomplete and almost always clouded by “noise,” which is anecdotal, hearsay or based on opinion.

UEM data is factual, automated, real-time and most importantly actionable. Actionable data can be mined through the use of easy-to-read dashboards that display metrics which are based on actual interactions with enterprise software applications.

The “WHERE?” question and a global view of the enterprise from the user perspective.

Total cost of ownership (TCO) and ROI are no longer just the purview of the CFO; executive teams will put more pressure on business leaders to provide decisionmaking tools and dashboards designed to support management’s need for information, no matter where they are in the organization. UEM begins at the user and encompasses the global organization, charting the technology journeys that business users follow in relation to their job or role.

While consuming almost no local computing resources, you will be able to investigate which screens or transactions are most (or least) used; how long users spend on each transaction; the errors they encounter; and how they sequence their tasks, providing intelligence that trickles up and spans across the entire enterprise.

According to Hay Group, workplaces with engaged employees were about 43% more productive.

By understanding the reasons behind process bottlenecks and other errors, enterprises can more effectively allocate resources to support increased user engagement. User analytics help target investment in change management, IT and other end-user functions to help organizations deploy best practices globally.

Next blog about the questions “Why?” and “When?”

In the next week’s final blog about the 5 W’s, we explain how User Experience Management allows organizations to cut costs associated with human errors.