TOP 5 SYMPTOMS OF A “POOR” END USER EXPERIENCE

March 27, 2015 – Whether on a cell phone, using a tablet or sitting at their desk; your end users expect your facility’s technology to enable them to complete their daily tasks with fewer headaches and more efficiency. Technology shouldn’t be a source of frustration, but when technology fails to function the way it’s meant to, the frustrations quickly mount, and can soon escalate into full-on productivity disability.  What’s worse is that your end users aren’t the only ones who suffer from these technology setbacks. Your hospital or health care facility’s patients suffer, too.

Struggling with routine technical tasks makes it hard for your end users to simply get to the work that really matters to their patients. In order to shed some light on ways to avoid such frustrating technology struggles, we have outlined the top 5 things we regularly see causing your facility to have a poor end user experience.

 

1.     Lengthy “time penalties” for entering data in the morning and throughout the day

When a user turns on a PC, it posts, boots, logs in, and crunches slowly towards a productive user environment.  Once the desktop is open and available, they are then required to open applications and navigate to the point where data can be entered.  This “time penalty” is a huge loss of productivity and a frustrating start to the day ahead.  The good news is that there are a number of easily implementable ways to cut the amount of time to become productive by 80% or 90% during start of the day, as well as reconnecting for the remainder.

2.     Constantly having to remember, input, and change multiple usernames and passwords

Security controls are necessary as your users engage with one of your facility’s business devices.  Hospitals and health care facilities, especially, need to ensure that the right person is operating the right device, and block those who shouldn’t have access.  But with this basic security control comes an enormously time consuming task.  In some workflows, your users are being forced to enter username and password up to 80 or 90 times a day.  They are also required to maintain and remember network passwords, as well as unique application security passwords, and then change them at different times and to varying complexities.  This leads to risky user practices like “hidden” post-it notes under the keyboard and loss of productivity by incorrectly entering passwords too many times.

3.     Connecting to legacy VPN’s to gain access to desktops and applications

Like water, your users tend to gravitate towards the path of least resistance when working.  Easier is normally better, letting them get to their patients or critical business tasks with less disruption.  But in order to connect to your corporate VPN, they have to go through the time consuming process of connecting and authenticating themselves before gaining access to their required internal resources.   There’s nothing easy about it.

4.     Requiring different devices for different personal and business related tasks

The people who work at your facility are also buying tech devices to use at home and in their personal lives. With more and more frequency, your end users want to use their own personal devices at work, instead of operating different systems at home and at the hospital.  But personal use devices expose hospitals to new security risks, spawning elaborate corporate policies in how to deal with them.  Bring Your Own Device (BYOD) strategies, as well as exclusion policies, have created undesired user practices, driving down the end user experience.  There are ways, though, to enable users to work how they want to work, while providing a secure environment for whatever device they choose.

5.  Personal, customized user settings not portable across multiple devices

Your users are also forced to move between facility floors, work on many different devices and even at different geographical locations. Users typically try to setup all of these varying environments to their own personal, comfortable standards.  They will modify shortcuts, IE toolbars and favorites, apply customized word templates and settings, the list goes on and on. But what works for one might not work for the next, roaming profiles can become easily corrupt, and the time taken to produce, replicate and download these personalized preferences  can greatly impact user performance.  On top of that, making user settings portable, regardless of device type and location, requires its own solution and strategy.  But taking the time to virtualize user based settings so your users can retain their customized personal workspace across any device is critical to a good end user experience and increase in overall productivity.

 

There is always a battle underway on security verse function.  Like a pendulum, the end user experience swings towards stricter and tighter controls, and then swings back towards simplicity and ease of use to enable your users to be as productive as they can be.  But balance can be achieved.  Coretek Services has helped tens of thousands of users across the country experience a fast-paced, highly productive environment while allowing IT the increased security controls they are required to enforce.

2017-07-27T00:01:00+00:00 March 27th, 2015|News|

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