IT and Business: Finally Aligned on User Experience?

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Alignment between IT and the business has progressed significantly -- especially when it comes to user experience perceptions, according to an online survey of 249 North American IT professionals conducted in March 2015 by PMG, an enterprise service catalog and business process automation software provider.

The survey shows that IT and business users are beginning to work together in a more cohesive manner. A contributing factor toward the enhanced relationship is IT’s conscious effort to improve user experiences (UX), according to the report.

Across the board, IT is doing more to evaluate the UX of applications before and after implementation, PMG says. In fact, 54% of respondents say they regularly survey business users to gauge their happiness with applications.

Another indication that business user satisfaction is important to IT is the emerging presence of intuitive technology throughout the enterprise. The majority of IT executives (63%) say more than half of their organization’s applications require no HTML or coding knowledge to operate.

While working relationships between IT and business users are on the upswing, the survey shows that many business users continue to view IT as a service provider rather than strategic partner.

Greater clarity and commitment is needed among IT leadership regarding further investment in the consumerization of IT within their organizations, the study shows.

Investing in and deploying easy-to-use technology is not only beneficial to the user; it’s ultimately valuable to IT,” Joe LeCompte, principal of PMG, said in a statement. “When business users feel empowered, IT suddenly has more time to focus on strategic objectives that enhance the organization as a whole.”

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