It happens easily enough – A team within a department are tasked with cleaning up their processes and building or configuring a system to automate all that tedious data collection and information submission. It’s a task that is approached with the best intentions but often goes horribly astray at some point along the way. The reason? The Subject Matter Experts (SME’s) begin thinking of themselves as the ‘users’ and when that happens, all hope is lost.
Heck, if it’s a system that only the SMEs need to use then go for it, knock yourself out. Unfortunately though, more often than not, the intentions of these systems is to get users from outside a department or work group to submit information to the SMEs in a consistent, organized fashion. The problem? They’re not SME’s – they don’t know what you know. Actually, the problem in these cases is that YOU don’t know what you know. Continue reading Unconsciously Killing User Experience in the Enterprise