When we think of the user experience, we usually turn our lens towards customers. Yet, a company’s employees routinely interact with dozens of user interfaces and no one ever analyzes their experiences and how they can be optimized. Until now.
Thanks to OpenSpan, a company that specializes in user process management, organizations can identify logjams, bottlenecks and other obstacles that can impede productivity. Recently we spoke with Eric Musser, CEO at OpenSpan, about the benefits of user process management and the ways that it can affect business process management.
Combining User, Business Process Management
If you could analyze and measure the ways that employees interact with applications, you may be able to identify user patterns to determine what actions can be consolidated, changed or otherwise eliminated from workflow processes.
Companies can use OpenSpan’s user process management software to facilitate a user process improvement initiative, helping them to increase efficiency and business ROI. OpenSpan enables organizations to monitor, analyze and automate user processes through any Windows-based application to generate user event and process data.
By being able to monitor simple “clickstream” application navigation, data entry and user interface events, as well as “custom” events that span and correlate user process activity across multiple applications, organizations can begin to leverage this information to improve existing business process management, business activity monitoring, business intelligence or complex events processing infrastructure for analysis.
With a primary focus on usability, OpenSpan is able to specify a system’s shortcomings as well as isolate any potential user process compliance risks.
Monitoring, Measuring Business Activity
From a business activity monitoring (BAM) perspective, OpenSpan monitors simple user activities such as navigating to a specific URL, tabbing to a particular field, entering data and copying or pasting information. It can track more complex, custom events, such as aggregated events that span multiple applications, events triggered based on KPIs or conditional events specific to the business activity being performed.
Used together, user process management, business process management and business activity monitoring can be a litmus test for evaluating processes in near real-time, maximizing opportunities and minimizing threats. While OpenSpan serves to be useful after systems are in place, it can also prove to be helpful when deciding what systems to put into place. Musser likens it to putting in sidewalks and monitoring pedestrian behaviors before deciding where to build businesses. If you don't understand how people work, companies can't begin to understand what systems will best improve productivity and streamlines costs and risks.
Just as you wouldn't begin to redesign your website without knowing what your users needed and how they behaved online, you shouldn't approach your businesses processes any differently. OpenSpan not only gives you the tools to measure, but also the advantage to enhance the way your company works to succeed in an evolving work and marketplace.