Software that Finds the User

Software that Finds the User

Many companies today implement software applications based on Functional boundaries or fences around an application solution which results in silos of applications and silos of data.  In this type of environment, the user is exposed to many different solutions from a variety of vendors all built around the goal of that particular application. 

This type of environment presents challenges for user training / adoption and usually requires the user to find the application that they need.  A common phrase is that the application or data are on the website. 

Many companies try to alleviate this problem with dashboards that make it easier to access transactional data and reporting or BI information.  They integrate their applications with integration-as-a-service platforms or build API’s between the applications.

Some build islands of technology and expect the user to navigate across the islands:   ERP     CRM      Project Management/ Collaboration      Talent

A better approach is to build an environment (could be a portal or enterprise social networking solution) that brings the software applications and data to the user.  Two types of user stories are typical in this approach.  One based on user events and the other based on work processes.

Two examples:

• Life Events - a large brokerage firm built an HR/ Benefits portal that was totally designed around life events. If a person was having a baby or getting married, the portal combined all the policy materials, benefits enrollment applications, changes to life insurance, checklists, etc. into the portal and walked the user through all the steps necessary to update their status and handle the operational transactions.  The portal brought the software to the user rather than the user searching for the software.

• Work Process - another example is to support all the work processes that a project manager needs to accomplish their job. As an example, the work-process portal brings together all the software applications required to establish, monitor, and bill/ collect for professional services projects (CRM, ERP, Talent Acquisition, Skills Repository, and Collaboration).  The software finds the user and supports their business process.

These two examples illustrate how the application environment can support the user and build a collaboration community rather than building a collage of applications with different user experiences and toolsets.  Islands of technology are OK, but integration across them based on the user’s goals is better.