{"id":8879,"date":"2024-10-14T17:50:22","date_gmt":"2024-10-14T16:50:22","guid":{"rendered":"https:\/\/www.markwilson.co.uk\/blog\/?p=8879"},"modified":"2024-10-14T17:58:13","modified_gmt":"2024-10-14T16:58:13","slug":"think-about-the-end-user-experience","status":"publish","type":"post","link":"https:\/\/www.markwilson.co.uk\/blog\/2024\/10\/think-about-the-end-user-experience.htm","title":{"rendered":"Think about the end-user experience"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">I recently marked 30 years working full-time in the IT industry. That&#8217;s a long time. When I started, we didn&#8217;t all have laptops (I shared a PC in the office), we had phones on desks, administrators to help with our&#8230; administration, and work was a place where we went as well as a thing that we did.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Over time, I&#8217;ve seen a lot of change: new systems, processes, ways of working. But right now is the biggest of them all. For the last nine-and-a-half years, all of my work has been stored in one Office 365 tenant. Now it&#8217;s being migrated to another, as part of some cleanup from a merger\/acquisition that took place a while ago. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">I&#8217;m just a normal end-user<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">I&#8217;m just a user. Albeit one with a technical background. And maybe that&#8217;s why I&#8217;m concerned. During the Covid-19 pandemic, I was issued a new laptop and everything was rebuilt using self-service. It went very well, but this is different. There is no going back. Once my laptop has been wiped and rebuilt into the new organisation, there is no &#8220;old machine&#8221; to go back to if I incorrectly synced my data.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Sure, I&#8217;ve done this before &#8211; but only when I&#8217;ve left one employer to go somewhere else. Never when I&#8217;ve been trying to continue work in the same place.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">People change management<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">To be clear, the migration team has been great. This is not your typical internal IT project &#8211; this is being run properly. There are end-user communications, assigned tasks to complete to help make sure everything goes smoothly, FAQs, migration guides. <a href=\"https:\/\/www.markwilson.co.uk\/blog\/2017\/03\/digital-skills-shortage-threaten-digital-transformation.htm\">ADKAR is in full flow<\/a>. It all looks like it should go swimmingly. But 30 years of working in tech tells me to expect the unexpected (plus a tendency to be over-anxious and to catastrophise). And modern security practices mean that, if I was to make a copy of all my data on an external drive, &#8220;just in case&#8221;, I&#8217;ll set all sorts of alarm bells ringing in the SOC.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">I&#8217;ll have to roll with it.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">The schedule<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">So, there&#8217;s the technical issues resolved &#8211; or at least put to one side. Next is the migration window. It runs for 2 weeks. But the second of those weeks is the school half term holidays in a sizeable chunk of the UK. I, for one, will be away from work. I also have an assignment to complete by the end of the month, all the usual pre-holiday preparations squaring work away, and this is whilst I have two days taking part in an AI hackathon event and two days when I&#8217;m on call for questions in relation to our Microsoft Azure Expert MSP audit. &#8220;I&#8217;m sorry, I can&#8217;t find that information right now because I&#8217;m rebuilding my PC and migrating between Microsoft 365 tenants&#8221; isn&#8217;t going to go down well.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In short, there is no good time for my migration. And this is what it&#8217;s like for &#8220;real&#8221; end-users in our clients&#8217; organisations. When they don&#8217;t want to clear down their email or delete old data it&#8217;s (generally) not because they are awkward (well, not always). They have a job to do, and we (IT) are doing something with one of the tools that they use to do that job. There&#8217;s uncertainty about how things will work after the migration and they need to allocate time. Time that they may not have.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Walking in someone else&#8217;s shoes<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">All too often, us IT folks just say &#8220;it&#8217;ll be fine&#8221;, without understanding the uncertainty that we impose on our customers &#8211; the users of the systems that we manage. Maybe it&#8217;s good for me to stand in their shoes, to be a typical business end-user, to understand what it&#8217;s like to be on the end of an IT project. Maybe we should all do it more often, and then we can run better projects.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em>Featured image by&nbsp;<a href=\"https:\/\/pixabay.com\/users\/chapay-565264\/?utm_source=link-attribution&amp;utm_medium=referral&amp;utm_campaign=image&amp;utm_content=2683870\">Kosta<\/a>&nbsp;from&nbsp;<a href=\"https:\/\/pixabay.com\/\/?utm_source=link-attribution&amp;utm_medium=referral&amp;utm_campaign=image&amp;utm_content=2683870\">Pixabay<\/a>.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>I recently marked 30 years working full-time in the IT industry. That&#8217;s a long time. When I started, we didn&#8217;t all have laptops (I shared a PC in the office), we had phones on desks, administrators to help with our&#8230; administration, and work was a place where we went as well as a thing that &hellip; <a href=\"https:\/\/www.markwilson.co.uk\/blog\/2024\/10\/think-about-the-end-user-experience.htm\" class=\"more-link\">Continue reading <span class=\"screen-reader-text\">Think about the end-user experience<\/span><\/a><\/p>\n","protected":false},"author":2,"featured_media":8886,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_exactmetrics_skip_tracking":false,"_exactmetrics_sitenote_active":false,"_exactmetrics_sitenote_note":"","_exactmetrics_sitenote_category":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[768,218],"tags":[797,659,724,559,839],"class_list":["post-8879","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business","category-technology","tag-change-management","tag-end-user-computing","tag-microsoft-365","tag-project-management","tag-user-experience"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.7 - 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