Why should I do Information Management?

Wanted! people that follow processes

Wanted! people that follow processes

In my previous post I highlighted the 4 corner stones of good Information Management.

  • people
  • processes
  • content and
  • technology

Today, I want to add more detail on the people section. You can have the most clever system and still nobody cares. That would be worst case scenario. How can we pave the way for being successful on this front?

User Experience

About 10 years ago I was the first time involved in Document Management. A small team having experts from the different business areas designed the requirements. A large 20 page document outlined all meta data we could think of, structured in categories and divided into mandatory and optional items. We presented this to a selected group of people with devastating result. It failed the 7 second filing test.

One guy said, “if it takes me longer than 7 seconds to file a document with all this extra data, I won’t do it. I’ll use my trusted filing system where I know exactly where my documents are. Others are most welcome to follow the same process.”

These few sentences highlighted common problems with projects, that were not designed with the user in mind but with a process or an ideal outcome. In this case, all documents would be perfectly tagged with relevant meta data and a process would take care of that.

Lessons learnt:

  • any system must be at least as good as the existing system
  • any trade offs must be clearly understood and accepted
  • and the system must be designed for excellent user experience

Is UX sufficient?

The answer is likely to find in this quote:

Any information system is only as good as it is being used.

Tell me, what else can you do that people use the system?

 

The User Experience

user exterience layersA few weeks back I met with a colleague in our Service department. She showed me a research she was working on. Whoa!, I thought, that’s exciting!

Effectively she was mapping individual touch points a customer has along the interaction journey with our company. Each touch point had 2 components, importance and satisfaction (or delivery) and was measured on a scale from [-5, +5]. Dividing the journey into logical components like “information gathering”, “consultation”, “requirements and needs”, “finding the right vendor”, ” finding the right solution”, “establishing a relationship”, “designing a system”, and so on allows to have different owners and clear subject matter experts.

That’s good to define the touch points from a service or solution provider. But to get the real user experience you need to see it wearing the customer shoes.

 

Marc Fonteijn provides a great example:

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