5.1.5 How digital is used to meet user needs and ensure quality of product/service

Question 1

FIll The Blank:

When implementing digital technology it is important to consider the ………. ………… and how it will ensure and/or enhance the …………….. of the service and/or products offered by an organisation

Answer 1

User needs, Quality

Question 2

State:

4 ways technology is used to meet end user needs and ensure quality of products/services

Answer 2

4 of:
* Appropriate and effective functionality
* Reduction of pain points
* Accessiblity considerations
* Compatability
* Availability
* Good user experience
* Cultural awareness and diversity

Question 3

Explain:

How appropriate and effective functionality can be used to meet user needs and ensure quality of products/services

Answer 3

• Can improve how employees carry out tasks (eg: internal and external comms)
• Can speed up technical existing processes or provide new and more flexible ways of working
• Assessment should be made of what is needed to meet requirements of organisation and consider inefficiencies - should what competitors use too

Question 4

Explain:

Low budgets as a pain point

How digital is used to meet user needs and ensure quality of product/ser

Answer 4

• When organisations are under pressure they may be underfunded to not be able to implement technology
• Costs can increase quickly and organisations often try to cut costs in an attempt to save money

Question 5

Explain:

Communication as a pain point

How digital is used to meet user needs and ensure quality of product/ser

Answer 5

• Lack of communication or miscommunication between the IT dep. and oither dep. can be a barrier to adapting to and entering digital tech era
• Different dep. have different strategies to grow the business and increase its success - therefore important that all dep. communicate effectively with each other to share visions and collaborate

Question 6

Explain:

Lack of technical knowledge by end users as a pain point

How digital is used to meet user needs and ensure quality of product/ser

Answer 6

• IT professionals spend too much time explaining basic IT functions to people with limited knowledge
• This need for overexplanation to non-technical people can waste time in meetings when trying to explain how new technology can benefit a business
• A wider knowledge of technology within an organisation can save time

Question 7

Explain:

Lack of training as a pain point

How digital is used to meet user needs and ensure quality of product/ser

Answer 7

• End users without appropriate training will not be able to use the technology effectively which can impact their ability to carry out the required functions
• Good training of end users will ensure overall successful implementation of digital technology, saving time and resources

Question 8

Explain:

Security as a pain point

How digital is used to meet user needs and ensure quality of product/ser

Answer 8

• Data virtualisation has made organisations more vulnerable to security breaches
• Data breaches impact organisation through data loss, loss of customer confidence and trust
• Budget cuts can lead to a reduciton in funding of security systems

Question 9

Define:

Paint point

How digital is used to meet user needs and ensure quality of product/ser

Answer 9

Issues that people will work around. In some instances the user is not even aware they are happening

Question 10

Define:

End user

How digital is used to meet user needs and ensure quality of product/ser

Answer 10

Consumer of a product and/or service. Does not only aply to customers but also to employees

Question 11

Define:

Data virtualisation

How digital is used to meet user needs and ensure quality of product/ser

Answer 11

Connects all types of data sources regardless of file types and locations. Data is combined and users can access combined data through: Reports, Mobile Apps, Websites, Dashboards, Portals

Question 12

Explain:

How accessibility considerations can be used to meet user needs and ensure quality of products/services

Answer 12

Implementations must consider accessiblity to system by relevant users - internal or external to organisation

Question 13

Explain:

How compatability can be used to meet user needs and ensure quality of products/services

Answer 13

• Implementation of new or additional digital tech. requires organisation to consider whether it will be compatible with existing equipment and systems
• if intended additional or new tech. is not compatible is can result in higher costs from changing entire systems and equipment

Question 14

Explain:

How availability can be used to meet user needs and ensure quality of products/services

Answer 14

• Availability refers to the people with the knowledge to be capable to implement technology, provide training on the use of the technology and to end users
• Also refers to availability of technology itself and how compatible it is with the systems and processes already in place

Question 15

Explain:

How good user experience can be used to meet user needs and ensure quality of products/services

Answer 15

• Analyse existing user experience and decide if/what changes are required

Question 16

Explain:

A customer road and how it is useful

Answer 16

• A diagram or set of diagrams that show the key stages that customers (internal and external) go through when interacting with the organisation (pruchase, customer services, processing of data and comms with other departments)
• Useful when planning the implementation of new or extended digital technology
• Because not all customers are the same, a good road map will allow for the variation and break down customers into groups or segments

Question 17

Explain:

A customer journey map and why it is beneficial to a business

Answer 17

• Views business from the perspective of a customer and should draw on detailed and comprehensive customer research
• Enables business to understand how and when a custoemr comes into contact with it, across platforms and media and throughout the sales and user journeys, and to improve the user experience accordingly

Question 18

Explain:

How cultural awareness and diversity can be used to meet user needs and ensure quality of products/services

Answer 18

• Reception and use of technology in the workplace can be influenced by several factors including socioeconimical status - this should be considered when developing technology
• Availability of digital technology varies according to an individual’s socioeconmical status (digital divide)
• Due to the digital divide some people may be less familiar and reluctant or unable to use them
• This means new technologies may have to be implemented or accompanied by training