Nowadays we often heard about the importance of user experience, it’s a step further than of quality products and services. Because even when you have achieved certain quality standards, it doesn’t mean that your products are appealing amongst the customers. If the experiences from the users were not pleasant, even if your products passed the ISO 9001 certification, or received high praises from your business guru, that doesn’t guarantee that your products will sell well.
Customers will complain if they found software bug or hardware glitch, but they are usually not vocal if they don’t get a good user experience. It is rather the issue of the “sense”, immeasurable like look and feel, the challenge for business owner is far too great; hence only great companies manage to handle the issue of user experience well.
When a company determines to go for ISO 9001 certification that’s meant to produce quality products, consultant will hand-down a checklist that emphasizes on processes, documentations, and etc; there is never a stress on the quality of personnel to produce quality products. The role of employees is shrunk to some little tiny screws that bind the processes.
How could companies come up with ideas to upgrade their quality products to a level of lovable products based on user experience? In my opinion, you need to upgrade your workplace to a level of lovable workplace based on your employee’s experience. If whether a product is great or mediocre is determined by its user experience, producer should have no say in it; then whether a workplace great or mediocre is determined by its employee experience, boss should have no say in it.