How agencies modernize with human-centered design and digital workflows

The power of 5: #Value_Streams #UX #ITSM #ITIL #Good_Practice 5 reasons to focus on Value Streams & User Experience for ITSM success: - Aligns IT processes and work with customer outcomes and experience. Value streams make IT work visible from request to outcome, ensuring teams prioritise what users actually value rather than internal metrics. This is central to the ITIL Service Value System and how organizations create value. - Breaks down silos and speeds delivery. Managing by value streams connects development, ops and service teams end-to-end, reducing handoffs and waste so the organisation delivers value faster. Analyst studies have shown that VSM reduces friction and improves flow. - Improves decision-making with outcome metrics. Measuring journey-based outcomes (user satisfaction, lead time, delivery frequency) lets leaders fund the initiatives that deliver the most business value — a recommended approach in recent industry research. - Makes UX part of service reliability. Focusing on user experience surfaces the real pain points (not just technical errors), which drives better incident, problem and knowledge practices and reduces repeat failures. Service-level thinking requires a UX lens to realise value. - Enables continuous improvement and governance. Value-stream planning ties portfolio governance to delivery outcomes, so improvement investments are evidence-based and audited, balancing speed with risk control. Examples: - Map a “new customer onboarding” value stream to combine Service Desk, Release, CMDB and Security activities so rollouts are safer and twinned with a prioritized UX checklist. - Use value-stream metrics to reduce handoff delays between dev and ops, cutting lead time and rework. - Feed UX incident patterns into Problem Management and Knowledge so fixes include clearer UI copy, lowering repeat tickets. DM me if you want to continue the conversation. The team - David Billouz, John Cullom, and I - is ready to assist you in optimising your IT Value Streams, and end-to-end processes and and workflows. 🔓- Unlocking knowledge and the value of service management OCIRIS GLOBAL, Northcraft Analytics, NeedPipe.com ------------------------------------------------------------

💡 5 Key Practices to Build a Scalable & Successful SaaS Product Building a SaaS product isn’t just about writing clean code — it’s about crafting a system that grows, adapts, and delivers value consistently. Here are 5 essential principles every SaaS team should focus on: 1️⃣ Modular Architecture — Design flexible, reusable components for seamless updates and scalability. 2️⃣ User-Centric Design — Prioritize user experience (UX) from day one. Great products are built around users, not features. 3️⃣ Continuous Integration & Deployment (CI/CD) — Ship faster, fix quicker, and improve continuously. 4️⃣ Robust Data Security — Encryption, authentication, and compliance should never be an afterthought. 5️⃣ Actionable Analytics — Build feedback loops that help you learn what users truly want. 🚀 SaaS success isn’t built overnight — it’s built iteratively, with data-driven decisions and relentless improvement. #SaaS #ProductDevelopment #TechInnovation #SoftwareEngineering #CICD #StartupLife #WebCraftersITSolutions

Custom Software 101 Three Steps to Enhance Your Custom Software Custom software is the engine that drives modern digital transformation. Whether you are scaling operations, improving customer engagement, or seeking to stand out in a crowded market, refining your custom software is essential. Below are three clear steps to elevate your solution and ensure long term success. Step One Focus on User Centered Design Great software begins with the people who use it every day. Start by gathering feedback from real users and identifying pain points or areas that cause friction. When you center your design around users you reduce confusion, improve adoption, and create a product that feels intuitive and enjoyable. This step lays the foundation for stronger performance across the entire system. #UX #DesignThinking #UserExperience Step Two Strengthen Your Architecture A scalable and secure architecture is vital for sustainable growth. Evaluate your current structure to pinpoint any weaknesses or bottlenecks. Improve code quality, adopt best practices, and ensure integrations are reliable and future ready. A stronger architecture not only boosts performance but also improves flexibility when adding new features later. #SoftwareDevelopment #ScalableTech #CodeQuality Step Three Embrace Continuous Optimization Software is never truly finished. Regular updates keep your product modern, secure, and aligned with your evolving business goals. Track performance metrics, analyze customer behavior, and revise features based on real usage data. Continuous optimization ensures that your solution stays competitive and efficient for years to come. #ContinuousImprovement #TechInnovation #BusinessGrowth Ready to Strengthen Your Custom Software Trotalo is here to help you refine, scale, and maximize the power of your custom solutions. Reach out today and let our team elevate your technology to the next level. #Trotalo #CustomSoftware #DigitalTransformation #TechExperts

Customization vs. Out-of-the-Box: Incorporating UX in Your Trade-Off Analysis We hear it in every SaaS implementation: “Do we customize the product to fit existing or best processes, or do we design new processes to fit what comes out-of-the-box?” Customization is expensive to do and maintain. This is not an academic or philosophical debate, teams quantify the trade-offs across time, cost, flexibility, and risk including: 🔵 Upfront config or dev cost 🔵 Long-term maintenance and upgrade risk 🔵 Integration and data complexity 🔵 Org process alignment / compliance needs 🔵 Internal change readiness But too often UX not included in the calculus. UX isn't 'soft' metrics. UX affects adoption, error rates, productivity, and support costs. You can and should measure it: ✅ Task Friction Score: how many clicks, toggles, steps for high-frequency tasks ✅ Time-to-Proficiency: how long new users take to become learn new processes and become productive ✅ Shadow Work Hours: (my favorite) time lost to manual workarounds, double entry, or asking help from the Slack channel ✅ Cognitive Load: unnecessary complexity, split attention, primary data buried ins secondary locations ✅ UX Error Rate: how often users make costly mistakes or misclicks Your new process and workflow may be great on paper, but are people actually using it, if not why not, if so how? Adding UX to the equation makes trade-offs clearer, more human, and more aligned to long-term value. What have you found useful when quantifying the hidden costs of poor UX in SaaS implementation and delivery?

💡 ITSM Series | Day 1 🧩 Over the next few days, I’ll be sharing clips from our recent ITSM Operations webinar with Tara Darbyshire and Preston Gillum - one of the fastest-growing ways customers are using SmartSuite right now. Why? Because SmartSuite makes ITSM simple. 💡 Drag-and-drop customization for IT teams. ✨ Incredibly easy for employees to use. In this video, Preston demos where employees can submit/track their requests; and IT teams can edit things like portal design (buttons, layouts), form conditions, and KB content in seconds. This is one of the key advantages of SmartSuite’s customizable UX: you’re not just collecting data - you have real-time control on deciding how to guide users through it. #SmartSuite #ITSM #NoCode #DigitalTransformation #Automation #UserExperience #KnoweledgeBase

Read our latest blog. Every business wants AI results, but not everyone needs an AI revolution. For some, success starts with small, evolutionary UX improvements that free up budget and build trust. For others, it’s about rethinking how people and systems work together. #ServiceNow #ServiceNowAI #ServiceNowUX #ServiceNowUI #DigitalTransformation https://lnkd.in/d6NBCrjN

**Design for Adoption** Policy, process, and screens must agree. We tied every release to training, role-based guides, and “first 10 tasks” checklists. How we built it in (not bolted on): Policy → UX: Every rule has a field, default, or validation—not a PDF. Process → Flow: One path for 80% cases; clear branches for exceptions. Screens → Roles: Hide noise. Show only what the role must do next. Readiness package: 30-min micro-training, role guide, “first 10 tasks,” and a sandbox. Adoption signals: Time-to-first-value, task completion %, rework rate, help-desk tickets per user. Reinforcement: In-app tips, office hours, champions, and week-2 refresher. Anti-patterns to avoid: Training before the UI matches the policy. Launching without owners for master data & approvals. Measuring logins instead of outcomes. 30-60-90 cadence: 30d: 80% users complete “first 10 tasks.” 60d: Rework −30%, cycle time −20%. 90d: Adoption steady, exceptions playbooks live. Turning Complexity into Clarity — Nexa Opzenity Q: Which role needs a “first 10 tasks” checklist in your org today? #Adoption #ChangeManagement #DigitalTransformation #ERP #UX #Enablement #Training #ProcessDesign #ValueRealization #NexaOpzenity #DigitalTransformation #EnterpriseSolutions #ERPConsulting #FreelanceConsulting #ExpertOnDemand #BusinessProcessTransformation #OperationalExcellence #CXOLeadership #TransformationLeadership #CrossIndustrySolutions #ProcessOptimization #AIReadyBusiness #SmartEnterprise #EnterpriseInnovation #StrategicExecution #ConsultingExcellence #CloudERPExperts #OracleFusionCloud #SalesforceConsulting #DigitalSignatures #PowerBIExperts #EngineeringConsulting #UtilitiesTransformation #EPCExperts #LeadershipMatters #FutureReadyEnterprise #AgileTransformation #BoardroomInnovation #TechnologyLeadership

The future of enterprise AI isn’t just about smarter models, it’s about smarter experiences. This article from Forbes reminds us that as AI moves into workflows and high-value tasks, user experience (UX) must evolve too: intuitive, trustworthy, outcome-focused design is now table stakes. If you’re building or guiding enterprise AI strategy, this is a must-read. Have a look and let’s keep the conversation going: “Why It’s Time to Rethink User Experience for Enterprise AI #EnterpriseAI #UX #DesignThinking #NetSuite #DigitalTransformation

🧩 🤖 🔮 Love this article from cauri jaye. Although I have some disputes - let's see if I can get his attention for a conversation in the comments. 𝗪𝗵𝗮𝘁 𝗶𝘀 𝘀𝗽𝗼𝘁 𝗼𝗻: 𝗴𝗲𝗻𝗲𝗿𝗮𝘁𝗲𝗱 𝗶𝗻𝘁𝗲𝗿𝗳𝗮𝗰𝗲𝘀, 𝘀𝘁𝗼𝗽 𝘁𝗵𝗲 𝘀𝗰𝗿𝗲𝗲𝗻 𝗱𝗲𝘀𝗶𝗴𝗻 / 𝘀𝘁𝗮𝗿𝘁 𝘁𝗵𝗲 𝘀𝘆𝘀𝘁𝗲𝗺 𝗱𝗲𝘀𝗶𝗴𝗻. 100%. Screens will be dynamically generated. It's not about the rules and systems that create these screens. ChatKit is the future of design systems. Simple systems that build complex ecosystems based on rules. 𝗪𝗵𝗮𝘁 𝗜'𝗱 𝗰𝗵𝗮𝗹𝗹𝗲𝗻𝗴𝗲: 𝗧𝗵𝗲 𝗱𝗲𝘀𝗶𝗴𝗻-𝘁𝗼-𝗰𝗼𝗱𝗲 𝗯𝗼𝘂𝗻𝗱𝗮𝗿𝘆 𝗶𝘀 𝗯𝗲𝗶𝗻𝗴 𝗲𝗿𝗮𝘀𝗲𝗱. Maybe on the surface... the interface level. However in the larger picture of user experience I dispute this. Designers don't understand middleware, API's, how to integrate with backend CMS, CRM systems, or how to handle things like Okta, log-in, security, etc. Maybe in 5 years it'll all be so simple... for now... I don't see it. 𝗪𝗵𝗮𝘁 𝘄𝗮𝘀 𝗽𝗲𝗿𝗵𝗮𝗽𝘀 𝗺𝗶𝘀𝘀𝗲𝗱: 𝗠𝗼𝗿𝗲 𝗼𝗻 𝗱𝗮𝘁𝗮!  Yes, it does talk about data, and I'd want to see more. Interfaces are now only as good as the data that drives them. Designers need to double down on understanding data and platforms. https://lnkd.in/dV9R-GFi

🗺️ Unlock the power of enterprise-scale maps with Mapbox. In today’s digital world, spatial data isn’t just a nice-to-have, it’s a strategic asset. Our latest piece dives into how Mapbox can be integrated into enterprise systems to deliver real-time insights, scalability and tailor-made user experiences. ✨ Key highlights: • Full brand-aligned map styling and custom layers — so maps really reflect your identity • Real-time data handling and interactive experiences for logistics, field ops or customer engagement • Performance at scale - handling large datasets without compromising speed or usability • Security and compliance built-in — crucial when location data drives business decisions • Why choosing the right integration partner matters for seamless delivery and long-term value If you’re thinking about embedding mapping intelligence, geographic UX or location-driven services into your enterprise product — now is the time to act. The map isn’t just a background service anymore; it’s a differentiator. #Mapbox #LocationIntelligence #EnterpriseSoftware #DigitalTransformation #Geospatial #TechInnovation #SoftwareHouse #StartupHouse #AI #SH