Gartner News

Closing the User Experience Gap

Employees are still seeing a vast gulf between the design and usability of the software they use outside work and the software they use in the workplace.


We live in a world filled with mobile-centric, consumer software catering for an ever-increasing array of daily activities. Yet the software we use for work remains in a state of suspended animation — bound to tired old paradigms of process-based efficiency. They tend to be devoid of any consideration of employees’ contextual requirements and with no effort to embrace advances in user interface design.

These shortcomings are increasingly rare for customer-facing IT systems. Software led by the marketing organization is usually comparable to the types of software being produced by dedicated consumer-focused vendors.

According to Brian Prentice, research vice president at Gartner, this is causing is an “experience gap.” This means the tangible difference between the experience people have with the software they use in their capacity as employees of an organization, the experience they have with the software they use outside of work, and the software they see their organization producing for its own customers.

“Unfortunately, we find that IT leaders are lacking an understanding of what the experience gap is, and an appreciation for its impact. A central part of this disconnect is a misunderstanding of what the consumer market is.”

“It’s time to consumerize your enterprise software, before it consumes you.”

To find out more about creating new efficiencies and innovation as well as learning consumerization visit Smarter with Gartner website.

Gartner clients can read more in the report: ‘Consumerize Your Enterprise Software Before It Consumes You.’

Brian Prentice will speak about emerging user experience (UX) trends and the Gartner UX Framework at Gartner Symposium/ITxpo on the Gold Coast, Australia, October 26-30. Gartner Symposium/ITxpo is the world’s most important gathering of CIOs and other senior IT executives. IT executives rely on these events to gain insight into how their organizations can use IT to overcome business challenges and improve operational efficiency.

Upcoming dates and locations for Gartner Symposium/ITxpo 2015 include: November 8 – 12, Barcelona, Spain

You may also like
Aim for a Workable Password Policy, Not a Perfect One
Making Sense of CES: Trends to Anticipate in 2017