Using User Experience Management to Translate Application Usage into User Training

VNM21813 - Across the largest organizations in the world, it is not uncommon to find hundreds to thousands of different software applications. Some are used every day for hours by thousands of employees while others are used infrequently by one or two people in a single department. And many sit idle, not used at all. In large organizations, these applications are essential to the backbone operation of the enterprise and often include business core applications such as ERP, CRM, financials, HR systems and manufacturing and distribution systems. The transactions and activity that process orders, deliver products, manage customer expectations and ultimately deliver revenue are part of these important and critical enterprise applications.

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

Contacts:

Knoa Software Editorial Contact:
PAN Communications
Katelyn D'Eramo
Knoa@pancomm.com
617.502.4300