How Can Businesses Leverage User Experience Monitoring (UXM)?
User Experience Monitoring (UXM) is changing the way we think about front-end monitoring.
In order for businesses to stay up to date and relevant for the current client needs, and follow emerging industry best practices, they need to leverage available, innovative technological solutions.
Traditional IT monitoring tools provide information about the performance of a variety of different assets, such as applications, servers, and networks. From the inputs of these solutions, any disruptions in the IT system can be identified.
UXM provides something in addition, that is an invaluable insight for organizations, that used to be expensive, and almost impossible to track: the perception and experience of users about all software, applications, websites in real-time.
So how can the use of UXM result in more business benefits?
Business benefits of UXM
UXM delivers the following key business benefits to organizations:
UXM can ensure that productivity is increased for both the customers and the workforce, by continuously monitoring the performance and availability of the applications. Constant IT issues can undermine peoples’ attention, motivation, and productivity. Therefore, it is key to keep things going with minimal to no downtime. Once most of the IT problems can be proactively predicted, disruptions in the workflow become much less prevalent. This can support the productivity, and motivation of both the company’s own, and the clients’ workforce tremendously.
It plays a vital role in monitoring the impacts of software updates and IT infrastructure changes from the clients’ point of view. Through real-time monitoring, any issues can be identified and managed on the spot. This makes digital transformation much faster, with the possibility to make adjustments immediately, which can save a lot of time and resources.
UXM can provide measurements and can validate the real-time service levels of various applications. When clients experience IT issues, finding the solution in the shortest time possible puts a great responsibility on the IT helpdesks. As the IT support teams can be notified about a specific problem immediately, UXM can make the troubleshooting process significantly faster, and the “mean time to repair” (MTTR) can be decreased.
In certain time-sensitive sectors, delays can be detrimental. For instance, in logistics, being on time is key, and even the slightest deviations from the planned schedule can increase costs. By being able to identify, diagnose, solve service problems faster, and notify clients about any possible delays in the system, expenses can be reduced significantly.
UXM can also predict the performance of a given application prior to launch, from the users’ perspective. A software or application is only as good as the clients perceive them to be. Therefore, it is essential to have preliminary insights into the different functionalities and other attributes of a solution. Without feedback about user experience, companies are risking the possibility of deploying applications, which are not in line with customer expectations, and are destined to fail on the market.
New technological developments, such as User Experience Monitoring (UXM) are allowing companies to provide solutions for the ever-changing user needs, and gain insights into the users’ perspective.
The consolidated and comprehensive nature of UXM makes it an invaluable asset for organizations, as it can make performance monitoring, maintenance, reporting much more flexible, which can increase productivity, both employee and client satisfaction, decrease costs, and support digital transformation.