Feature
The Covid pandemic may no longer be making headlines, but its impact on the organization remains profound.
Discussions about remote work, on-site work and hybrid working models that the pandemic engendered are still going strong, as businesses continue to search for the right balance for the long-term. A less obvious result is the impact it had on the user experience (UX) of digital workplace applications and platforms.
Designing With Intent
Even without a pandemic, the design and redesign of workplace tools would have taken place as new technologies and techniques entered the market. But Covid accelerated the speed at which we've experienced this transition, when it forced companies to implement capabilities hastily and assess the impact later.
The changes that have affected internal workplace design can be categorized in several themes, which were succinctly outlined in a LinkedIn post by Scott Ellis, a digital design consultant and the founder of design-as-service company Digital MacGyver.
In the piece, Ellis explains why good UX is crucial in the context of designing internal applications, highlighting seven different considerations for businesses:
- Efficiency: Effective workplace applications should streamline processes, removing unnecessary steps or confusing procedures to garner greater efficiency, simplify complex workflows, minimize errors and enable task completion.
- User satisfaction: The design, Ellis said, should aim to drive better engagement and happier employees by reducing the stress associated with using workplace tools.
- Cost savings: Intuitive applications shorten the learning curve and reduce the training load. They also support lower costs, thanks in part to fewer user issues and scalability.
- Data quality: User-friendly interfaces minimize fatigue and human error while providing more reliable insights and analytics. This consideration has significant implications for business, including offering a strategic advantage and more efficient and accurate regulatory compliance.
- Productive culture: Well-designed tools lead to better collaboration across the organization, enabling the transfer of knowledge, driving innovation and overall better alignment to strategic goals.
- Adaptability: Well-designed internal applications are inherently flexible, Ellis wrote, enabling scalability and customization over time.
- Competitive advantage: It becomes clear that by enabling all of these elements, companies stand to gain a competitive advantage across all facets of the organization, from recruiting and retention, to customer experiences, to innovation and engagement, to cost savings and resilience.
“In a nutshell," Ellis wrote, "good UX in internal applications is not just about making life easier for employees; it is about boosting productivity, enhancing job satisfaction, and even saving costs. It is a win-win for both employees and the organization as a whole."
Related Article: Great Design Drives the Digital Employee Experience
The Effect on Privacy and Security
Well-designed internal tools integrate smoothly with existing systems and workflows. As Ellis notes, this integration helps minimize disruptions, avoid duplication of efforts and provide a cohesive user experience across platforms.
According to Grace White, head of design and development at international web design agency Lilo, the significant transformations in UX that have taken place over the past four years has led to substantial progress in adapting digital platforms for effective remote use and optimizing mobile experiences. These advancements, combined with an increased focus on inclusivity and accessibility, have enabled strides in design that have improved areas like data privacy and security.
Important challenges remain to be addressed in this regard. But White said, the key for organizations is to continue along this evolution path. Embracing emerging technologies and sustainable design practices while balancing global and localized UX is important.
“As we navigate this journey, the commitment to crafting secure, inclusive and innovative digital experiences must remain at the forefront,” she said.
Related Article: The Impact of Privacy Regulations on Digital Workplace Technology
Driving Accessibility
From a practical perspective, the reality is that internal tools are often beholden to timelines and budgets. Emma Moore, principal and responsible for UX/UI and product design at PVT Group, said it may take much longer to update legacy applications, but keeping the software compliant with Web Content Accessibility Guidelines (WCAG) should be a priority.
WCAG is a set of recommendations for making web content more accessible, primarily for people with disabilities but also for all user agents, including highly limited devices such as mobile phones.
“When UX has an opportunity for innovative work tools, WCAG is still a high priority," she said. "Also having to decide if they will create multiple views, such as mobile, iPad and desktop seems to move into the circle of decision-making. This can be quite costly to upkeep, so this is usually the next decision which affects the UX process."
Related Article: How AI Can Help With Digital Workplace Accessibility
User-Centric Design
The drive to improve UX for workplace tools has significantly altered internal operations, prioritizing ease of access and use. Eric Melillo, co-owner and chief growth officer at Meticulosity, has observed a notable shift in how organizations approach technology, with many moving from mere functionality to user-centric design.
He cites as a functional UX example Adobe's addition in 2023 of a Share for Review feature in Photoshop that simplified collaboration. Users can now share projects, receive feedback and revise the work within the app itself, eliminating the need for multiple tools and emails, he said. This streamlined approach enhances intuitiveness and efficiency, reflecting Adobe's dedication to a seamless UX by integrating user feedback.
"The successful implementation of better UX, like Adobe's update, has led to more intuitive systems, reducing the learning curve and training needs,” Melillo said.
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Still, the road does not end here. Continuous user feedback and iterative design are vital to address evolving needs and integrate emerging technologies.
“Optimizing UX in workplace tools isn't just an upgrade; it's a fundamental shift towards a more engaged, efficient and adaptable workforce,” he said. “Looking forward, the integration of AI and personalized learning paths in UX will further tailor and enhance the user experience, making technology not just a tool but a partner in every employee's success.”