For most companies, End-User Computing (EUC) is considered an expense to the business. EUC strategies are typically exercises in cutting costs – with often not much more than lip service given to the needs of employees (or employee personas). I know – I help companies write these strategies, and the costing component is always the piece that gets the strategy over the line.
But the winds are changing. Employee Experience (EX) is taking off as a serious business initiative. For example:
- Edmunds.com wrapped the traditional Facilities and Human Resources functions into a combined WEE Team which represents Workplace and Employment Experience. They engaged in a campaign to rid the company of the term “Human Resources”
- Airbnb has a dedicated team to “drive the company’s health and happiness”
- Nitro has “turned old-school HR on its head and instead created Employee Experience (EX)
In our upcoming CX research, the early data is showing that EX is the number two initiative for businesses across the globe in 2019. And for information workers, the technology that sits in front of them is a HUGE component of their experience – and their ability to get and stay productive.
Productivity Should Be The Focus Of Our EUC Strategies
Smart businesses understand that. They allow employees to choose (or bring) the devices that they need to remain productive. While desktop PCs might not be making a comeback, they are increasingly being adopted as an alternative to the “laptop as one device” strategy that many businesses embrace. Sometimes a powerful computer with a big screen (or multiple screens) is what people need to get the job done. Other times a small form factor desktop is perfect. Employees may need tablets or smartphones. And other times they need regular laptops, convertibles, or 4G connected laptops. Smart businesses also focus on seamless security – knowing that security is a key enabler of productivity. We are seeing that “The best, most secure device for the job” is taking off as a EUC hardware strategy in businesses that are striving to build a productive and enjoyable employee experience. This helps them to keep employees productive and will help them attract and retain the best talent.
And EUC goes beyond the device to the entire user experience
Collaboration initiatives often disappoint. Limited adoption, and limited interoperability between applications limits effectiveness. There is often a disconnection between the collaboration system and how it helps employees hit their goals. Microsoft is currently rebooting its collaboration strategy – and has created a more modern system that more closely mimics the processes of a typical information worker (Teams). Slack is also taking the world by storm – as it is a collaboration tool that helps people the way they work today – it doesn’t require any training.
IT Operations professionals need to take a fresh look at EUC – but this time within the context of the other initiatives in your business. Do you already have a team focusing on EX? Are there initiatives you can help with – or piggyback on? There is real academic research proving the link between happiness and productivity – or the “state of flow”. IT holds the key to productivity – and therefore happiness – for information workers in particular – it’s time to step up and put employee experience and productivity – not costs – at the centre of our IT end-user computing strategies.