Super Users and the UX of ‘Ordinary’ Users
The future in IT support is about self-service, service bots and predictive maintenance based on machine learning to offer “help” before users even know that they need help. Assistance from AI-powered algorithms makes perfect sense. But we also have to reinvest in human-to-human services, especially super users.
Superusers are the ambassadors for IT, the most knowledgeable and enthusiastic members that can assist and engage the community. We see the revival of superusers within large enterprises and multinationals. There’s a straightforward reason: humans understand other humans’ anxiety, happiness, frustration, relief, and other emotions. Going a step further, they can also actively help others and boost their productivity and commitment to the community.
A vibrant super users community is a success factor in Enterprise IT. Superusers fulfill three roles:
1. Adoption Ambassador. The ‘Return on Implementation’ is all about user acceptance. Superusers can turn resistance into receptivity by showing end-users how new applications (or releases), their digital workspace, or productivity apps can make the job easier and more enjoyable. As a follow-up step, they can let the organization know the user vibe of IT and what brings value to the end-users.
2. Co-creation Contributor. Superusers are usually experts with deep knowledge of business processes. They have contextual insights for functional requirements and know the urban (“user horror”) stories. They can also provide valuable feedback on what tools, solutions and information the end-users need.
3. Helping Hero. Superusers support co-workers with problem-solving and how-to questions. Making end-users confident requires energetic, super users within reach of end-users. Superusers can also say a lot about what enables the IT community to thrive.
Large organizations constantly change with carve-outs, mergers, outsourcing, and restructuring. That impacts the findability and accessibility of super users. That’s why we address super users in our Giarte methodology to measure sentiment and subjective user experience.
The superuser experience is part of an industry-standard native Giarte app for ServiceNow. This solution, called Amaze, enables organizations with and ServiceNow instance to survey, report, analyze and govern user experience out-of-the-box. It’s in the ServiceNow App Store. It’s excellent to complete Service Integration and Management (SIAM) managing UX end-to-end.
Amaze brochure is available on our website. Want to schedule a 30-minute brief and demo? Let us know! We are happy to show you around.