2022 Press Releases

January 12, 2022

WalkMe Predicts How User Experience Will Change in 2022

The usefulness and significance of digital adoption has been demonstrated in the past year. According to a recent Deloitte report, digital platforms have enabled small firms in Asia Pacific to become micro-multinational enterprises (mMNEs), as they now engage in cross-border operations and provide services to global buyers. Digitally transformed businesses are now attempting to marry the digital with the human, with new businesses joining the fray every day. Organisations will now use analytics and data to track how their staff use the digital platforms they've been given.
 
"In 2022, the user experience will become paramount for true digital adoption as while technology is indeed digital, users are human" said Sandie Overtveld, Vice President and General Manager, Asia Pacific at WalkMe."We believe that organisations that can bridge the gap between the digital and the user will achieve greater ROI." 
 
2022 will bring lightbulb moments for digital transformation
Over the last few years, digital transformation has sparked a lot of investment. On the other hand, organisations will take stock in 2022 and ask if they are getting what they paid for. The outcome will be a slew of lightbulb moments, with companies looking into why expensive digital transformation programmes failed to provide the desired benefits, rather than focusing on why staff are leaving. The good news is that the situation can be resolved. Analytics can show where new technologies aren't being adopted and where the company should focus its efforts. While there is no one-size-fits-all solution for expanding adoption, with the right tools, businesses can effectively onboard employees and provide them with the training and assistance they require to embrace new technology, instead of avoiding it.
 
User-centricity will issue an ultimatum on workplace IT 
As with most technology, commonality in design and purpose is important to ensure its seamless use. As user-centricity becomes the standard for new technology success, most people will not find the same user-centric design when they return to the workplace. Research shows that half of employees would quit over poor workplace technology, meaning 2022 will be the last chance for many organisations to get their user experience right and prevent an employee exodus. 
 
“CIO's today understand that the bigger the company technology stack, the harder it is to go beyond the basics in terms of analysing and improving employees’ user experience. If organisations can view across the entire ecosystem, they can analyse which applications are popular, which are ineffective, and which ones employees avoid altogether; and exactly why that is. Does the onboarding process even explain how the application works? Are there easy ways for users to get help when they struggle? And have staff actually completed tutorials? Without this overarching view, organisations will struggle to match, let alone exceed, employees’ IT experience expectations.”
 
2022 will be The Year of The Great Acceptance
According to a 2021 talent trends report by Michael Page, 56% of Singapore workers see themselves searching for new jobs, as companies experience a rejuvenation in talent. On that note, 2022 will see businesses focusing on the ‘Great Acceptance’. Essentially, suppose new employees are frustrated with core areas of their new job, such as the technologies they are using. In that case, they will quickly become disengaged, prone to error, require more assistance, and ultimately more likely to quit. Organisations that are not prepared to accept and onboard new employees risk seeing these new hires walk straight back out of the door. 
 
“Businesses that want to avoid spending on average 50-60% of employees' annual salaries finding replacements must ensure that new hires are not overwhelmed and are well-equipped. A key part of this is giving a proper introduction to the software they will use, and reinforcing their understanding of these tools over time – in a way that itself is easy to understand, easy to use, and does not bury employees in a blizzard of tutorials for different applications. This will set them up to succeed, and give employers confidence that employees are definitely using the tools they have been given.”
 
Businesses will sell themselves on their tech stack, not their offices. 
 
Ball pits, juice bars, and air hockey are no longer considered valuable workplace amenities. After all, if you'll be spending 8+ hours a day doing something you enjoy, a job is more appealing. With remote and hybrid working becoming increasingly common, the digital environment will become far more essential than the physical one. This combines the technical stack, a company's headquarters, and a storefront. Employees and potential employees will depart if they are unhappy with their digital experience or believe they are unable to use the tools provided. In the same regard, customers would avoid a business that is frustrating to interact with. Organisations need to be certain that all their technology is as easy to use as possible, with the right help and support at hand so that users can get the advice they need at any time. Otherwise, they’ll find that however glamorous their offices are, they’re showing their worst face to the world.