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Where Does it Hurt? A Closer Look at Pain Points

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Where Does it Hurt? A Closer Look at Pain Points


    The more I talk to customers, the more it amazes me how much similarity there is in the core problems businesses are trying to solve. Whether it is an IT manager or an accountant, the common denominator is that they spend the majority of their time trying to figure out how to get things done. In my world, this tends to mean moving from paper-based processes or figuring out the right way to get things done with digital information.  Which tools, what processes and how to teach everyone the “right” way to do things is a constant problem.

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    Companies are trying to figure this out, while at the same time, they tell their IT organizations to lower costs, streamline their processes and to protect their business interest.  No easy task – and how does an IT organization do this while also empowering their end users with best practices?

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    IT organizations need to think beyond just offering tools and leverage best in class practices for their organizations.  Often, this can put IT in a bind. How to lower costs and also get the best tools into their users hands?  I have found that the best organizations do this by first focusing on prioritizing the pain points of their end users. This is where the end user needs to speak up. What costs the most time, effort and pain to you in your daily work? In my previous post, I spoke to an example of a company that completely revamped its UI based on user feedback, which led to impressive results. Some examples we hear from end users are:

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    • Gathering feedback and approvals takes forever
    • Using forms to collect information is too difficult
    • Sending multiple attachments causes confusion
    • Editing PDF documents is a hassle
    • Properly protecting electronic documents is too time consuming
    • It’s hard to ensure that published documents are readable in a multi-screen world
    • It’s hard to send large files with email and IT restrictions
    • It takes too long and is too complicated to get documents signed electronically

    Sound familiar? These are very common themes, especially as we move into a new business climate where we are not just trying to be productive on our PC’s, but also on our phones and tablets. It’s time to take a look at what NEW best in breed companies are doing.

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    What are your pain points? How do you handle them with the current technologies you use?

    (Photo credit: Thumb Being Pressed on Thumb Tack via Shutterstock)

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    Last Updated on December 18, 2020

    Can Technology have Biases Like Humans?

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    Can Technology have Biases Like Humans?

    Technology has taken a vantage leap in providing solutions for man. Before now, technology used to appear complex and would require a great deal of expertise to handle solutions available. Today, we have technology applicable in the simplest human activities as smart products with intelligent algorithms powering them as they make error-free judgments and provide intelligent and analytic solutions.

    Does technology have all the answers?

    This article from Credit Suisse, tells us that technology does not have all the answers because it has been found to exhibit “similar biases,” as humans. No one can discredit the impact of technology, but it is not totally free of human input and this is the reason we experience these biases in many areas we have technology holding foot.

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    Creating technological solutions transparently

    This article suggests that the process of creating technological solutions be made transparent and subject to contribution from many people who would end up as users of the product – male, female, young, old, learned, unlearned and all other preferences as we have them. It also underscores the importance of having women on product development teams. This approach is not sure to eliminate all forms of bias, but it is a good way to start in order to appraise the full benefits of technology.

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    Technology as the connecting tool

    Technology so far has been a major connecting tool amongst us humans. It is used and appreciated by all regardless of race, language and sex. In order to keep it less subjective to these arguments about human biases. I believe we should gather opinions on products and solutions before making them available to the public. This could be done by gathering input from intended target users and receiving feedback across the stages of production.

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    “Recognizing the problem is a start…success will depend on inclusive technologies that meet this vast untapped market.” This cannot be more apt especially at a time when we look up to technology for solutions. We should not muzzle our progress with technology by battling algorithm bias. The first way to avoid this battle is by reading this article here.

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