User Experience

The critical success factor in creating software for the business and the customer.

  • GDPR came into force on 25 May 2018 with a build-up panicked activity. Noisy and unnecessary? This briefing notes investigates what organisations did wrong and, going forward, the lessons they need to learn with respect to protecting personal data, consent and the governance process.
  • Patients drive the connected healthcare agenda. They demand easier, faster and more flexible access to services, as well as a more personalized experience and, of course, better health outcomes. In response to this – alongside inefficient processes and increased security concerns – healthcare organizations need to look to invest in new technology based solutions to help transform patient experiences, helping to build trust and confidence, and positively impact patient outcomes. In order to maximize the opportunities and benefits from this connected healthcare strategy, new applications and solutions need to be underpinned by a robust, scalable and secure network infrastructure. The fourth in a series of reports that address the infrastructure opportunities for each of these areas, this report outlines the role of the network in progressing the patient experience through connected healthcare. Specifically it focuses on:
    • Patient engagement trends and experience strategies inside a healthcare
    • Important network features for improved patient experiences
    • Cisco’s approach and solution stack
    Related Reports To learn more about connected healthcare and Cisco’s offerings in this area, please see the other reports in this series: Download an infographic overview to the whole series.
  • Healthcare professionals need to be able to make better decisions quicker so as to both treat patients sooner and work more efficiently to address these challenges. Technology offers exciting opportunities for modern healthcare, with new applications and devices that empower healthcare professionals in ways that speed up diagnosis and treatment and improve patient outcomes. Communication Technology (ICT) infrastructure and services can help revolutionize multiple spheres of operations, clinical workflows and patient experiences and engagement. The third in a series of reports that address the infrastructure opportunities for each of these areas, this report outlines the role of the network in streamlining clinical experiences for connected healthcare. Specifically it addresses:
    • The new clinical experiences that are transforming healthcare
    • The infrastructure components that are crucial for taking advantage of the new technologies
    • Cisco’s approach and solution stack
    Related Reports To learn more about connected healthcare and Cisco’s offerings in this area, please see the other reports in this series: Download an infographic overview to the whole series.
  • There is no doubt that User Experience (UX) has become a critical concern for those that procure and develop software. BMC, a leading global IT vendor, began its UX journey almost 5 years ago. Its journey has lesson for all enterprises. This report specifically highlights a number of important considerations:
    • Driving Business Value
    • Driving Broader Business Modernisation
    • UX for managing risks
    • Design and development
    • Industrialising UX for scale
    • A path for enterprise to follow
    • A UX checklist to guide others in their journey.
  • How does Healthcare Transformation happen? Easterseals Bay Area (ESBA) knows how to transform a highly manual, paper-based healthcare organisation into an agile, data-driven enterprise, supported by a HIPAA compliant integrated cloud-based infrastructure, to drive efficiency and effectiveness in service delivery to patients and their families. The results have led the company to transform from a pure provider of behavioral health services to people with disabilities and their families into a founding member of one of the largest behavioral health networks in the U.S. This case study provides both a business and technical blueprint for the efficient and effective network management of distributed services and providers, within a healthcare environment, using the core Salesforce platform and, in particular, Salesforce Health Cloud.
  • In this CIC case study, you will learn how a 40+ year old leading furniture retailer in South Florida undertook a successful mobile transformation to improve its workforce’s productivity. Important points of focus:
    • An overview of the transformational journey that City Furniture needed to undertake
    • Discover four key insights underpinning City Furniture’s transformation execution
    • Review the dynamics of a transformation in action
    • Take away five essential lessons that can help guide other journeys
  • Harnessing AI engagement effectively for business and operational gain

    IBM, through the capabilities of its Watson cognitive technology services, is enabling a powerful and more effective and productive Interactive Voice Response (IVR) system that can be easily implemented with existing investments in software development skillsets. In this briefing report, CIC explores the business and operational advantages that IBM Voice Gateway offers, particularly in addressing the skills challenge faced by organisation looking to support some of the latest technological advances impacting the digital landscape. We draw from research studies conducted into the support for key digital technologies across various industry sectors and the opportunities, goals and challenges expected from their use. With insights into proof of concepts conducted by independent software vendors (ISVs) and the market dynamics of contact/call centres, this report will identify vital differentiators to current IVR systems, showcase established use case scenarios and outline important usage considerations. Other points highlighted:
    • Getting to grips with the Artificial Intelligence hubris underpinning the digital economy with a spotlight on the cognitive reboot for telephony.
    • CIC Journey Planner for IBM Voice Gateway and an ISV user profile
  • In this second interview with Tessa Souhoka, a healthcare designer, CIC identifies the practices and strategies that will shape and deliver good UX in healthcare. This report is bundled with ‘CIC Healthcare: UX in healthcare - a CIC Journey Planner’ for those looking for guidance on what to look out for when looking to incorporate UX thinking in the design of a healthcare offering.  
  • CIC met with Tessa Souhoka, a healthcare designer, to find out about her experience incorporating user experience (UX), when designing products in the healthcare field, compared to other industry sectors.  
  • One of the biggest trends in the market today is Digital Transformation. Therefore, it is surprising how little clarity there is to what the term specifically means. To try to bring clarity to the term Digital Transformation and answer important questions for organisation concerned with it, CIC conducted a quantitative study of over 300 organisations of various sizes, industries and geographies. This report outlines the key findings, along with the dynamics underpinning the drive and journey towards digital transformation. Importantly, it presents the following:
    • A map of the challenges and barriers to overcome, as well as key channels that must be navigated if the opportunities presented by a digital transformation are to be realised.
    • Defines the underlying support for low code development tools and their role in helping to deliver the digital transformation process.
    • For organisations looking to ensure the most effective strategy for their digital transformation journey CIC’s study offers 4 insights that must be in their game plan.
    This paper was authored on an independent basis by the analyst team at Creative Intellect Consulting, with sponsorship from Uniface. The content is based on industry intelligence gathered and analysed by the authors and does not necessarily reflect the views of the sponsor.
  • User eXperience (UX) is not just for consumer applications, such as those available through the various app stores (e.g. iTunes, Google Play etc.), but for business applications as well. What vendors have learned, and their customers are discovering, is that better experiences lead to better business outcomes, as well as those of the user’s too. Good UX, in other words, leads to measurable business benefits. However, it is a common misconception that a great User Interface (UI) means a great UX. The reality is that one can still create a poor UX using a great UI. In this article we investigate whether Salesforce’s Lightning, the company’s collection of components, tools and technologies that underpin the UI upgrade of its platform, is a force for UX. Readers will learn the three ways to create better user experiences with Salesforce Lightning.
  • Summary points
    • CIC believes that there is no clear and focused definition of IoT, but instead it is a loose term that can be applied in any scenario where hardware devices are connected, directly or indirectly, to the internet.
    • Greater accessibility of hardware will help to further the type of entrepreneurial activity that we’ve seen in recent years in software. The type of small, innovative and agile start-ups that have seen rapid growth in recent years will be able to embrace ideas that involve hardware as well as software.
    • A key differentiator for IoT today and the connected devices world that has existed before is the high availability and low cost of “things” and the Internet based services that they can connect to, combined with more open technology (such as HTTP or MQTT).
  • In this report, Clive Howard, a technology consultant and Entrepreneur with over 15 years’ experience in the web industry, provides insights on Enterprise Mobility and User eXperience (UX) based on his experiences out in the field. Clive started his career as a developer in digital agencies before founding his own consultancy in 2002. The last two years have been spent delivering strategic "User Experience" improvement programs that have enhanced business effectiveness and customer engagement. His clients have ranged from one person start-ups to global brands that span industries as diverse as Healthcare, Entertainment, Publishing and Finance. He has a passion for innovation and technology that demonstrates sustainable benefits for businesses and their customers. Clive’s profile can be found on the CIC website at www.creativeintellectuk.com