
Application Development and Technology Usefulness
www.informationweek.com
Applications are developed and installed, but few companies evaluate them for true usefulness. Think in terms of the abilityof an app to deliver tangible and optimized value to the end business.Some of the characteristics of tangible, optimized value for applications include:Is the application easy for people to use?Does the application perform consistently well, with a minimal need for maintenance?Is all the functionality that an application contains fully used?What measurable gains does the application provide to the business?Is the application scalable?Ive visited with IT departments and asked them about these application usefulness questions. I cant think of one of them that told me that they checked for usefulness beyond making sure that user friendliness and ease of navigation were present in app user interfaces. To a lesser degree, they looked at how many times an application needed to be fixed or maintained.Does Usefulness Really Matter?The Merriam Webster dictionary defines usefulness as: The quality of having utility and especially practical worth or applicability.Almost every new IT application that is deployed has utility, applicability and some practical worth, but is that all there should be to useful?Related:Here is a real-life example:A healthcare company has a very user-friendly web portal that delivers a self-service feature for customers. Customers fill out their names, phone numbers, email addresses, and physical addresses for identity verification and mail/credit card verification. But that app overlooks that there are rural and some urban customers who get their mail at a postal box, and not at their physical address. These customers need two address entries on the form. There is no way for these customers to work with the online app, and they have to call a human agent, because the app isnt able to handle the exception.There are other situations as well, like the financial analytics report that was supposed to test-drive all risk scenarios, with a drill-down into the details. Yet, that is only being partially used to get a top-level picture. Or there is the workflow automation in a warehouse that was supposed to deliver a 30% savings in human labor, but it's failing the business because the automation is incapable of addressing special handling requirements, and humans must jump in.Most CIOs have seen examples like these in their own companies. Unfortunately, the hard realities of heavy IT workloads make considering the idea of true application usefulness more aspirational than practical.Related:Despite this, however, there are several practical steps that organizations can take.Building Usefulness into Application DevelopmentTo improve application usefulness without incurring significantly more expense and work hours for IT and the user side of the business, here are five simple steps that can be taken to improve app usefulness:1. Understand the business for today and for the future. Its common practice in projects to define the business metrics that an application should deliver, and then to measure expectations against performance once the app is in production. This telltale production feedback gives insights as to how well an app is delivering the business value that was promised.Beyond metrics, however, you can create more business usefulness by ensuring that senior developers, business analysts and user project members are well versed in the particulars of the business for which the app is being developed. They not only should understand the business strategies and pain points for today, but also that they are projecting what the business strategies and pain points will be in the future.IT can accomplish two important things if it emphasizes business thinking during the application development process: That the app will be highly relevant and responsive to business needs today; and that the app will be constructed in a way that it can be extended or scaled for future anticipated needs that will prolong the apps useful life.Related:2. Learn from your help desk and your customer service center. The maintenance and enhancement tickets and requests coming into the IT help desk from users, and the feedback and customer surveys that front-facing customer service agents get, can inform IT and users about where the organizations pain points, and process failures are; and how new applications can eliminate these pain points.The idea is to bring help desk and customer service data into initial application design meetings so lessons learned can be incorporated into upfront application design. In this way, the risks of pain point and process failure repetitions can be lowered, and usefulness can be enhanced.3. Meet regularly with middle management. Middle managers are the movers of daily operations. They have their boots on the ground, they know the internals of the business, and they know where applications have failed them in the past. IT leaders should make it a point to meet with these managers often and to cultivate good working relationships. This builds a cooperative spirit and improves everyones working knowledge of the business and IT.4. Include training in project plans.Training should be projectized and redefined as a QA function. If the training is performed and users are then tested on how well they learned and can execute an apps total functionality, business value and app usefulness will increase.5. Stress workflow and app simplification in all development efforts. Workforce critical thinking and basic comprehension skills are declining, and businesses are feeling this. Its all the more reason to simplify applications and also the business processes that they enable.Applications are more rapidly adopted when users understand and feel confident using them. The sooner apps are adopted, the sooner that they can begin paying dividends to the business.
0 Comments
·0 Shares
·16 Views