This post discusses the concepts of User Interface (UI) and User Experience (UX) and the key differences of each. This is a must read for those who typically work in the tool administration and support areas or work more in the consultative engagement and design area of BSM Solutions.
These concepts should be an integral part of your skill set when facilitating the BSM Solution Workshop and working on the BSM Solution Design. You will gain a different perspective of how to apply the capabilities of your BSM Solution best when you consider the UI and UX elements in conjunction with the target end user, their maturity and ability to consume and interact with the solution to achieve the desired results and outcomes.
Vendors think along these UI and UX lines for a given end user or role. They also tend to think in terms of “one size fits all” which may not work best in all environments. Learning how to exploit capabilities of a BSM Solution best in your environment will accelerate the adoption and value you can expect.
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UX requires a holistic approach that superset UI and includes every link that participates in the User experience that is (non exhaustive) : ui and application design, deliverables to the users, support service, response time, etc … and copes with quality of service : accuracy, completeness, timeliness, availaibity, accessibility, security ….
IT people should one day understand that IT as a pervasive concept is part of the user experience : I think Apple has a good understanding of the concept and has been successfull with it. Will it last ?
UX is a changing concept as user viewpoint is.
regards