The top priority for Express Scripts’ end-user experience (EUE) team is to improve the technology experience for employees; they’re both our end users and our customers. But how do we know where to focus to improve the experience? Our users tell us!
Unless end users (EUs) are directly prevented from using applications, they are unlikely to report IT anomalies or malfunctions; it’s much easier to restart a program or click “x” to make the error message disappear than submitting a ticket. Every day, employees settle for small IT glitches which never go reported, giving IT departments the perception of smooth service delivery while, in reality, EUs are experiencing constant obstacles and frustration.
Better employee experience drives better business outcomes1. The result? Technology is no longer the driving force of IT — instead, the end-users’ digital experience is the key to unlocking business value and driving ROI. The challenge? Mending the gap between traditional metric-based monitoring and the need for real-time, contextual data about the end-user experience. Here’s how to get started.
In today’s digital economy, user experience is truly the most important factor that makes or breaks a digital business. Customer experience is even surpassing price and product as the biggest brand differentiator. Even one bad experience on a website can hurt your brand. 55% of consumers report that a single bad website visit can hurt their opinion of a brand. So, how do you know whether your customers are satisfied with the performance of your website?
