User Experience is the hot buzz-phrase du jour. Vendors in the end user computing space want to associate their product with it. Often you’ll hear and see claims like, “we enhance user experience” or “we make desktop user experience better.” And while I agree with these sentiments, I can’t help but think the issue isn’t about flowery marketing language, but about taking the subjective and making it actionable for the benefit of IT operations.
Meeting user expectations and delivering user experience is hard. Translating what is inside your users head and defining IT process and operations around meeting these subjective desires can be an almost impossible goal without the right visibility detail. About a year ago I wrote about Baselining the User Experience and Defining a Measure of Success with Stratusphere UX. I wrote about the shift towards using user experience as a definition of success and the opportunity to define SLA and KPIs that can quantify your approach.