It’s (Still) All About The End User Experience

The Common Thread Of The Enterprise Mobility Transformation Exchange

Steven Lerner

November 7 marked the first day of the 2018 Enterprise Mobility Transformation Exchange. As always, there was a rich profusion of presentations and think tanks about the most pressing issues that enterprises are dealing with today. Although there were multiple topics discussed, there was one commonality: the user experience is still paramount.

“It really is the end user experience,” said Eric Klein, director of mobile/wireless at VDC Research. “You have to understand how the individual worker uses those tools. Engage with your user community regularly.”

Even with the latest cutting edge technologies available to enterprises in 2018, the old adage about the importance of the user experience still rings true. Attendees to the Enterprise Mobility Transformation Exchange saw this theme on full display within many sessions.

During a presentation entitled “Beyond the App: Unlocking Next Generation Mobility,” AmerisourceBergen’s Director of Digital Transformation and Mobility, Mike Baca, explained many considerations for innovating applications. According to Baca, it begins with the ideation phase where business drivers are married to new technologies. During this phase, it is critical to focus on design thinking, which Baca said involves gaining empathy for the end users to see what they go through.

An analyst panel featured a discussion about the boundaries of enterprise mobility and the next frontier. Even in that discussion, the focus was on improving the experience for the end users.

“Enterprises are adopting all of the different tools that are available, into a holistic technology game plan for all employees,” said Tony Rizzo, managing research partner for TechnoloLoggia Research.

“People commuting on a train could be doing more than just reading emails,” said Klein.

The right mobility strategy should be focused on helping employees work better. During a presentation about digital transformation by Joe Saumweber, co-founder and CEO at RevUnit, attendees learned about shaping a mobility strategy around different types of workers within a company, especially as more workers are working remote now than ever before. Saumweber recommended that you should identify the specific populations of workers in a company, their mobile access (COPE or BOYD), their network connectivity, and their environmental constraints before developing a strategy.

With a younger workforce in the enterprise, organizations should improve the user experience as much as possible. As Klein explained, people entering the workforce now already know how to use a mobile device, and they demand a work experience that harnesses more advanced technologies, such as artificial intelligence (AI).

One of the newer technologies, virtual reality (VR), was discussed heavily during a presentation with Walmart’s Aaron Kimbrough, Sr. This year, Walmart rolled out VR training on Oculus Go headsets to all stores. VR has greatly improved the training experience for associates by making it more efficient (which frees up employees to work on other tasks) and it helps them retain the content.

Securing Your Mobile Workforce

As enterprises increase mobile accessibility and capabilities, it imperative that new mobile security solutions be utilized to protect devices and data.

“Every endpoint is susceptible,” said Klein. “ You need a robust platform to cover from endpoint to the cloud.”

This topic was front and center during a presentation about formulating a robust security strategy by Tomer Greenbaum, head of mobile security solutions at Check Point. In front of the attendees at the exchange, Greenbaum literally hacked in his own mobile device to show that mobile risks are real and on the rise. Greenbaum also explained that 90% of mobile attacks begin with phishing, which means that what we think is secure, isn’t really secure.

See Related: A Guide To Protecting The End User

When Is The Year Of Technology?

The quote of the first day of the Exchange might belong to Rizzo, who was asked if 2018 was the year of technology.

“The year of technology is happening every day, right now,” said Rizzo. “The next minute, something has already advanced.”