Stuck with Bad User Experience?
We all have experienced the rough drop in experience when switching from our personal hand held phone/tablet apps to some of the old enterprise systems at work. Most of the time we shrug it away and silently rationalize it around the home/work experience difference. But sometimes we get a new system to work on at work that offers a refreshing breath of fresh air when it comes to its user friendliness and speed of getting work done.That's when the older systems stick out like a sore thumb.....
The increasing consumerization of society and the influx of millennials into the workforce, this position becomes difficult to sustain in the medium to long term.That leaves enterprises a difficult choice to make - should we just retire the old application and get a new one with better UX or should we just continue to push along.
For many legacy systems (Green Screen, Client-Server) there are few real options to get a better UX. Screen-scraping technologies very rarely go beyond stop-gap arrangements and the business case would be a difficult pitch.Unless there are other reasons to move (user mobility, h/w s/w rationalization etc), such systems are best left to die their natural death.
However for a large number of web applications enterprises can look at re-doing their UX without going in for a rip-and-replace solution. A heuristic evaluation can provide deep insights into what's ailing the existing system which can then be baked into a solid business case to revamp the system UX. The key lies in carrying out a systematic evaluation and building a business case that shows the returns that can be gained by investing in re-doing the UX of critical systems.
All this discussion is of course limited to inward (employee) facing systems. For customer facing systems, bad UX will become a matter of life and death for the system so the choices there will be simpler (though not easier or cheaper to implement).