For successful businesses to deliver best-in-class offerings to their customers, they need to be able to operate efficiently and effectively. And that requires best-in-class user experiences for employees.
That’s because great user experiences are the foundation for leaning processes. In cio.com, Al Sacco recently wrote about a Boeing’s endeavor to lean their processes through the use of Google Glass.
Boeing has been on a search for a hands-free system for the past 20 years to help their engineers reduce production time. Today, the majority of electrical engineers that build the complex wiring systems that make up Boeing planes use pdfs on laptops to help them find the wires they need to cut and connect. If you’ve ever watched a how-to video on your laptop while simultaneously attempting the task, I’m sure you can attest to the fact that this isn’t the smoothest or easiest experience.
As such, Boeing envisioned a device that would eliminate the need to toggle back and forth between devices and instead work seamlessly. With the vision in mind of “reducing the technician’s time from intent to action,” Boeing’s Research and Design Team set out on a journey to find a better user experience for its employees. Enter Google Glass.
At the end of the journey, Boeing’s pilot implementation of Google Glass helped the team to reduce production time by 25% and significantly reduced errors. However, what’s really notable is not necessarily the results themselves but how Boeing got there.
Boeing spent a significant amount of time testing the experience with the wire harness techs that use the product daily. Going all the way back to 2014, Boeing started with a pilot app before recognizing that a more all encompassing enterprise solution was needed. At each stage, the solution was tested by the techs and learnings were assessed for the future.
User testing is the key to creating great user experiences; however, it’s often something I see neglected when it relates to employees. That said, Boeing is 2 years in to the Google Glass pilot and has yet to roll out the enterprise wide solution. While user testing is critical, doing so in an agile way at an enterprise level can be a huge challenge. Finding ways to help speed up the test and learn cycle will be crucial to companies looking to scale better employee experiences faster.
So, what do you think? Does your enterprise complete employee user experience testing before rolling out new software? How long does it take and what strategies do you use to complete the process in a more agile way?