The case for end user analytics – Why End User Experience is the most important KPI for IT
Companies most valuable and at the same time most expensive resource is people. They make the wheel turn, they generate the cash flow and the opportunities. They are the most important asset we have. Over the years End Users are much better equipped. Powerful computers are now very cheap and it is rare to find a job where you don’t interact with one. To keep up with an environment where demands and workloads change constantly, we need a proactive way to make the interaction between our people and our machines flawless. Waiting for users to report issues is not an effective way to do it, and we know users only report issues when the impact on them is very significant. End User Analytics is the way forward.
There is no doubt End User analytics is here to stay. It is everywhere. You wear it in your wrist to track you steps, calories and activities, in order to push yourself to move more and be more active. You have it on your website to understand where your visitors come from, how long they stay and the content they consume. You have it in your home for real time consumption of resources, improving energy consumption rates by turning off unnecessary devices and making smart choices on when to wash your clothing. It is the “age of the quantified end user”.
We need to understand how our users interact with our machines, which specific software packages are critical, how much they are used, how much focus time (active windows) they get, and we need to measure the negative impact that downtime, patching, boot times, latency, crashes and freezes have on our workforce. If we could measure those key elements, we could understand exactly how much those issues are costing us in productivity and frustration. And the good news is, we can!
End User Experience as a KPI is the most important for the business as it measures the impact on productivity and the overall happiness with the way your colleagues interact with IT.
In this series of articles we will discuss what components should be considered to build your End User Experience metrics and how to obtain them, we will look at non-it cases of Quantification of End User and many more related subjects.