- [Instructor] Happy Signal's
Global IT Experience Benchmark report
found that in their touchpoints with IT,
that clarity on who to contact
is the second most important factor for user happiness,
and lack of clarity on who to contact
is the biggest reason for user dissatisfaction.
So, as the modern service desk
is all about the user experience,
it's vital that it distinguish itself
by making who to contact, clear.
Let's have a look at ways of enabling this.
This may seem like an obvious thing to do,
but quite often you just don't know who to contact
because who to contact has changed internally in IT,
but the external presentation to users has not been updated
to reflect these changes.
This happens often in mergers,
and fast growth through acquisition,
and reorganization situations.
If we are to focus on the user experience,
we have to consider it when such changes occur.
We learned from physics that the friction encountered
is related to the surface area.
It's no different for IT functions and the service desk.
To avoid friction, we must reduce our surface area.
What does this mean?
For one thing, it means reducing the number of entry points
into your system.
With too many entry points, your users get randomized.
They don't know who to talk to for what.
They may even launch multiple requests into multiple systems
in the hope that one of them will respond
and be the one that works.
That's not good for anyone.
Concentrate your entry points.
Another way to reduce your surface area
is to make visible to the user only what they need to see
to get the requests or incidents handled.
What you hide is just as important as what you highlight.
Don't make them wade through backend details.
Another thing you can do to make who to contact clear
is to analyze that moment of truth and stage it for success.
Touchpoints don't happen in a vacuum,
but in settings, at a specific time and place,
in a specific environment, and across a variety of channels
with a variety of devices used
and a variety of resources drawn on.
Let's have a look at this now.
Here, we have a depiction of the elements of a touchpoint.
Up top, we see users interacting with us.
At the bottom, we see that this happens in a setting,
at different times and in different places and environments,
across different channels and using different devices.
When we interact, we draw on resources,
people, processes, information and technology.
We can use the touchpoint diagram
as the basis for staging the who-to-contact
moment of truth for success.
Here we see an example,
focusing here only on the barriers to remove or reduce
through agile continual improvement.
As seen on the right,
there are several things that can get in the way
of a good experience.
In the moment of truth, I don't know who to contact.
Use the touchpoint map to identify possible problem areas
and use force field analysis
and agile continual improvement to clean them up.