What’s the return on investment for making everyone happier?
While it seems a bit silly to ask the ROI behind meeting the expectations and needs of your customers and employees, many leaders still haven’t committed to total experience initiatives. But they should.
A recent McKinsey study shows that experience leaders across industries outperform peers in revenue growth.
Modern enterprise platforms that offer a total experience that unifies customer and employee experiences across digital touchpoints are the key to competing in the future digital economy.
Total experience is a digital strategy that interlinks customer experience, employee experience, multiexperiences, and user experience initiatives. This unified strategy recognizes the dependencies that each experience has on the others and takes a holistic approach, looking at experience from every angle.
Take the process of applying for a license for example. The government agency responsible for managing this must design and build a workflow where citizens are able to easily apply for this license and the agency can efficiently review and approve/decline applications.
Customer experience (CX): Citizens want to be able to easily apply for these licenses and get approved in a timely manner. That requires a digital application with a great user experience, and the speed of the process depends on the internal team's ability to move information.
Employee experience (EX): The agency understands that this digital experience matters to employees. So the development teams need to have the right tools to provide consistent internal user experiences across applications and devices while also connecting systems.
User experience (UX): The user experience when applying should be seamless. The form should be intuitive, feel modern, and build visual continuity with other digital interactions so that the user experience is consistent.
Multiexperience (MX): To apply, citizens access and fill out the form from a variety of devices (laptops, tablets, and phones).
You can quickly see how each one of these initiatives is closely tied to the others. Process automation platforms interlink all the elements of the customer, employee, user, and multi experiences for a total experience. This enables organizations to build beautiful interfaces with drag-and-drop design tools, securely deploy applications across multiple platforms with “one click,” and deliver consistent and seamless experiences for every type of user.
[ Discover the benefits and tools required to implement end-to-end process automation strategies with the Process Automation Guide. ]
Earlier this year, we introduced the design library—another tool that you can use to drive your total experience strategy. The design library gives developers easy access to shared reusable components that help them create applications for all users with a consistent look and feel across web and mobile devices.
Design library is a new part of the palette in the interface designer that lets you drag and drop components from a library defined by your developers so you can seamlessly incorporate your design standards across any interface. With this new feature, you can build a collection of tailor-made layouts and components for your teams that allow you to create and scale modern design experiences.
Ensure whoever is developing your next user interface is using the organization’s templated components (KPI cards, forms, navigation, grids, user widgets, and more). These components then act as a brand guideline for your organization, ensuring consistency across user experiences for customers and employees alike.
Limit access to who can add to the library with the Design Library Editors system group. Only users that are a part of this group will be able to add designs to the library, making it easier for developers to govern interfaces across their applications.
Quickly deliver new experiences that instantly work across any device using the drag-and-drop low-code designer. Shareable, reusable components are housed in a centralized design library to keep your UX consistent across experiences and applications and your brand identity intact as your organization grows.
[To learn more on how to start building your design library, check out docs.appian.]
Ultimately, total experience drives organizations towards a more empathetic, customer- and employee-focused approach that yields customer loyalty, employee satisfaction, and a competitive advantage.
The design library’s ability to govern interface design, promote best practices, and create a consistent look and feel in applications as your organization grows will help you on your journey to achieve excellence in total experience design.
Want to learn more about how to unify your users in a total experience?