From gut feeling to real UX insights

Do your end-users complain about your IT systems, services, and support even when the KPI lights’ on your dashboard are flashing green? Then you’ve maybe got a watermelon problem. You know, green on the surface but red underneath. We hate watermelons, so we’ve developed a way to get rid of them. It’s called Amaze. Based on the XLA® principles, Amaze is a practical, hands-on tool to measure the feelings, failings, perceptions, and expectations that together form end-user experience.

Fully integrated in ITSM

Amaze is available as an official app for the hugely popular ServiceNow®platform. Through this tight integration, Amaze can use ServiceNow’s advanced ticketing and resolution workflow to implement granular, data-driven experience measurements. We provide standard surveys and experience indicators (XIs) for almost all domains within ITSM, from omni-channel support to application management. Our strong point is combining the subjective user experience data with the hard ITSM data for optimal insight. With this cross-over, we provide insights for continual service improvement (CSI).

Out of the box. Or custom made

Amaze is a turnkey survey management solution, pre-packaged with intuitive dashboards and templates based on XLA®. You need more? Not a problem. Amaze can be fully customized to fit the needs of any organization. Amaze uncovers deep-felt perceptions and turns them into actionable data. We create a dashboard that enables you to dive into your rolling experience level this week, this month, quarterly, by country, by region, or globally. Amaze also offers a correlation analysis to explain why overall experience is going up or down. We can calculate which buttons to push to improve people’s experiences and advise which experience indicators (XIs) matter most.

A fundamental positive impact on IT performance

Happy employees pave the way to more satisfied customers. IT has the key to make this happen. Employees are entirely dependent on IT, from their digital workplace to critical business applications. No wonder many CIOs want to go beyond ‘ticking the box’ for user satisfaction; they want to focus on integrality in measuring, managing, and improving user experience. Make user experience in ITSM tangible. Contact Giarte.