![]() While originally, they found that some communication tools helped their workflow, they came to realize that no software available to them could actually suit all their needs. The team behind Slack, then-called Tiny Speck, was actually working to develop a video game before they ever considered creating a communication tool – but their team was spread around the globe, in different time zones. Take the example of Slack, one of the most commonly used software for corporate communication. If you want to read about the story in greater detail, check out this article. You need to make sure the software does its job, or allow the user experience to deteriorate until the solution becomes a big problem. The users felt the result of poor testing and poor implementation shortly after they started to use the solution. Never forget that the employees were the end-users of that product – and the collapse of the system must have been anything but pleasant. Instead, Hershey’s employees were surprised by a complete failure in the software they now depended on to do their job. Here was the problem: regardless of whether the software failed due to hardware problems of a line of code gone wrong, proper testing of the software would have identified these issues. Shareholders were so worried and disappointed, that Hershey’s stock price fell over 8% under 24 hours. To make matters even worse, the computer system in question had come with a price tag of over 112 million USD. A software solution that was meant to improve the operational efficiency of the company, had suddenly turned into an unusable supply-chain management nightmare. The company was now incapable of delivering over 100 million USD of sales in time for the biggest holiday in the candy industry. Then-CEO Kenneth Wolfe had to make the unexpected situation public. The American company learned that even if you focus only on the classic issues of enterprise UX, you can still miss mark. And there are plenty of corporate horror stories about malfunctioning enterprise software too – back in 1999, candy company Hershey’s experienced the difficulty of enterprise UX firsthand. Many of you probably have anecdotes about troubles with Lotus Notes or Microsoft Office. Historically, enterprise software has been pretty clunky. While this may seem like a small detail, it has massive implications for both software companies and the enterprises that use them – placing the spotlight on the concept of enterprise UX. If that wasn’t enough, enterprises are now starting to consider their own employees as the end-user for the software and tools the company uses. Big players across the board are recognizing that users now demand well-designed products, and UX is an integral part in delivering those products. ![]() User experience is vital to enterprises today. But all this doesn’t detract from one simple truth.
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