Using User Experience Management to Translate Application Usage into User Training
Featured article in IT Briefcase by Michael Zuckerman, Chief Marketing Officer and Vice President, Knoa Software
Given the criticality to the operation of the business, training and efficiency should be at the utmost importance to the company. The ability to precisely measure capabilities and performance of the user during and after training should be available to convey how the applications are being used. We should be able to measure the performance of each application and see the correlation to the business performance and then understand exactly where and how to improve. Yet nothing could be further from the truth. As we know, the training curriculum design for major enterprise software applications hasn’t changed in 20 years.
It remains very hard to know where each user fits in terms of skills or needs, making it difficult to define and optimize the training that is the best fit for them. In today’s world, training is very much “one size fits all”. Everything and everyone is held to the basic generic training designed to handle custom transactions. There is no room for specialized training or effective training for each user.
To add to the scenario, even with all of the existing tools for measurement, there is just not enough visibility into the end user. User error is one of the keys to understanding how to target training. If you cannot measure it you cannot improve it – it is really that simple. So the question becomes what can we do? How can we get visibility to the key metrics and Key Performance Indicators (KPI) that define training success and measure effectiveness over time? How can we wrap new best practice around them, implement remediation and then measure results?
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For parties interested in Application Performance Management, APM, User Experience Management, user experience monitoring, user performance management, user performance monitoring, application performance monitoring, UEM
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