Sunday, 12 November 2017

User Experience Design - a key to Digital Transformation

Digital Transformation is moving any company into future. Well, this statement is true for Disney, Nestle, Apple, Amazon and other leaders as they focused mostly on the customer/user experience.

Digital Transformation is in almost every c-level magazine, blog and whitepaper and executives do not want someone comes in and disrupt their business.

If you want to reap the rewards of the digital revolution, a smooth, easy and positive user experience is vital.

People may not be getting technically proficient, but they have become more comfortable using their smartphones to download music, find the nearest movie theatre or pay for purchases. This raises the bar for user experience.

Today organizations are adopting Mobility, Analytics and Internet of Things for Digital. However, solutions, which are not intuitive, responsive and social, does not have a place in customer’s list. So it becomes appropriate for companies to get into the user experience space.

A UX design can supercharge productivity, add immense value to customer interactions, and help employees love their jobs.

It is extremely important to do an accurate analysis of users, their needs by conducting surveys, workshops to design the UX.

Here are six major criteria for UX design:
·      Easy to find: How easy it is to find a site or application
·      Ease of use: How easy it is to use the site or application, how easy to learn
·      Easy to access: How easy it is to access the site or application, easy to understand, easy to reach
·      Usefulness: How useful the features and functions are and they meet my needs
·      Elements of desirability: Will make users like the product’s looks and feel and visual appeal
·      Credibility: How much users trust the site or application, creating the overall brand experience

Overall UX design should have short navigation steps so users require very few clicks to get the information they want. It should be based on responsive web designs so application maintain full functionality, usability and appeal on different browsers and screens from desktop to laptops to tablets to smartphones.

Once you have applied these criteria it is also important to measure the results, for future course correction. One initial KPI is user adoption rates, which should be higher than 60%.

The great user interface makes the experience better, transactions easier, decision making simple and cuts down the operational costs. 

It is the deciding factor for keeping/loosing or successfully engaging a customer.

Sunday, 5 November 2017

Top 5 Big Data use cases in Digital Age

Today data volumes are growing exponentially and it is coming from various sources like sensor data from the Internet of Things, log files, social media files like audio/video, call center call logs and all the organization internal data. 

An organization who harness this data and exploit it for their advantage are surviving the competition even from nontraditional players.

Big data has become the foundation for digital transformation.

Though the big data opportunity is growing rapidly, the top two big data challenges that organizations face are determining how to get value out of big data and defining a big data strategy.

Unless you acquire, store and retain the internal data from organization coupled with all the external data from call logs, audio/video files, customer surveys etc. there will be fewer chances of applying analytics on top of it.

Here are top 5 use cases businesses are deploying to get a competitive advantage.

1.   Customer 360-degree view: A lot of companies had problems integrating large bulk of customer data between various databases and warehouse systems. They are not completely sure of which key metrics to use for profiling customers. Hence creating customer 360-degree view became the foundation for customer analytics. It can capture all customer interactions which can be used for further analytics.

2.   Fraud detection and prevention: Financial crimes, fraudulent claims and data breaches are the most common challenges faced by organizations across various industries. Thanks to big data analytics and machine learning, today’s fraud prevention systems are much better at detecting criminal activity and preventing false positives. Today with help of Big Data platforms, banks can store all the historical data they have which can help in better fraud detection.

3.   Recommendation engines: In this digital age, every business is trying hyper-personalization using recommendation engines to give you a right offer at right time. organizations that haven't taken advantage of their big data in this way may lose customers to competitors or may lose out on upsell or cross-sell opportunities

4.   Sentiment Analysis: Today, it is important to know consumer emotions while they are interacting with your business and use that for improving customer satisfaction. Big data and social media channels together help in analyzing customer sentiments which gives organizations a clear picture of what they need to do to outperform their competitors. Disney, Nestle, Toyota is spending huge money and efforts on keeping their customer’s happy.

5.   Predictive and preventive maintenance: With internet of things and sensor technology data is captured from machines, equipment, and devices in real time. All the data is put to use for predicting the failures up front and reduce unplanned downtime and maintenance costs. Companies like GE are using Digital Twins in their wind farm to drive down the cost of electricity.

Big Data is nothing new today and companies are building data lakes to take advantage of storing and retaining any number of years’ worth of history.  

There are many more use cases but which other use cases you can think of that measure the success of an organization?

Sunday, 29 October 2017

3 building blocks of Digital Transformation

Today almost every industry is experiencing significant digital disruption. Every business is eager to get on this bandwagon and strive to survive. CEOs are facing this biggest questions of how to transform the organization?

Digital Transformation has come as big tsunami wave, either you can ride it like an expert surfer, or go under and get to the bottom.

Companies start the process of transformation but more often fail to integrate across departments and take advantage of intelligence it generates.

There are 3 building blocks to start with baby steps and they are:

Integration, Intelligence & Impact.

How do you use these 3 building blocks to achieve digital transformation?

Integration: Integrate Organizational data & employees, as digital technologies bring greater connectivity between people and processes.
·        Acquire an ability to acquire, store, retain & track data about every process and customers. Use the big data as a foundational platform. This ability offers a unique opportunity for a company to become a truly responsive organization offering rapid quality improvement and learning.
·        Create a transparent repository or sharing mechanism of the efforts undertaken across the company’s different departments. This helps market the successes and boost the morale of the teams.

Intelligence: Intelligence, with digital technologies brought by exceptional amounts of data of business ecosystems from consumers to competitors.
·        Social Listening: In today’s world it is extremely important to gauge the brand perception by the consumer. This typically involves acquiring basic social media analytics skills giving instant access to online conversations and activities about brands and topics. These reveals opportunities to increase brand awareness and reputation.
·        Digital Insights: By applying visualization on data from external social conversations to internal organization which help to optimize operational decision-making
·        Digital Foresight: By utilizing analytics on top of all the data and integrate these insights at a strategic level. These foresights from consumers, competitors provide an ability to take a corrective course of action on the future decisions.

Impact: The Impact relates to the kind of customer value a company can bring by leveraging digital which builds the brand loyalty.
·        Digital Technologies like Mobility, APIs, Microservices create a tremendous opportunity to connect with customers.
·        Driving Engagement: Systematically using digital and non-digital interactions and involvement from customers to increase value.
·        Leading Disruptions: Use digital technologies to produce a self-generated stream of innovations whereby products and services are continuously improved.

Use these building blocks for taking baby steps in digital transformation. Later apply the strategy, culture, and operation plan to execute without fail.


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