As a business development manager, account manager, project manager, business analyst, QA test engineer and lead developer you understand the importance of adding value to clients throughout your work engagement. Your client’s customer is important for their business and hence needs the software to meet their customer needs and also be innovative. They typically need to justify the new software or revamp of existing software through KPIs like increased adoption, need for less training, increased self-service, reduced customer support calls and so on.
We are in the third wave of information technology where differentiator is not any more hardware or software but creation of usable and experiential software that focuses on end-user experience. It is really important to reliably observe, monitor, understand, measure, reliably interpret targeted customer emotions and behaviour to create engaging and usable software. Automation is only one aspect of good user experience and not everything.