It seems that in many people’s minds, UX is considered most useful in situations where sites or systems are built for customer-facing situations. This is true, UX is very useful for this. However, although there are fewer users in back-office applications, the use-cases are far more complex and the numbers of different user roles are greater. Back-office processes are critical to the success of a business, because if you sell something well but deliver poorly, your sales can’t be sustained. You really can’t talk about Customer Experience design without taking a hard look at back office processes. Successful enterprises put considerable thought and energy and resources into fine-tuning every aspect of their businesses.Read More