In a contributed piece for the Wall Street Journal, Stuart Kippelman, senior vice president and CIO of waste management and renewable energy company Covanta, wrote asking this question can help guide the user experience element of IT systems, which are becoming equally important to the core function of the IT system.
Expectations from the workforce are shifting, especially with the next-generation of employees who are even more digitally savvy and connected. “To them, user experience will be as significant to them as their compensation in terms of job satisfaction,” Mr. Kippelman wrote.
So, when designing these IT systems, business needs and goals are secondary to what the consumer wants, according to Mr. Kippelman.
“This is not about your business, business requirements, ROI or strategic alignment. It’s about how your customers’ employees compare the experience you create for them to their experiences dealing with companies such as Amazon, Uber and their financial institutions,” he wrote .”We are all going to have to step up and give them a significant amount of what they want, regardless of what they may actually need.”
Understanding what consumers want and expect rather than what they need may help answer the originally posed question of whether they will use it.
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