Being focused on customers isn’t a unique organizational trait. Almost everyone in business claims to be customer-focused in one form or another. Some even consider the term cliché. Inc.com contributing editor Jeff Haden cited it as culprit number 1 on his list of 10 Tired Business Clichés You Should Never Use Again.
Naturally, stating an intent to be customer-focused and actually being customer-focused are two different things. Sometimes the right thing for your client doesn’t align with the right thing for your organization. This is when having a customer-focused culture truly matters—when the right move is to do the hard thing in the short term for the best outcome for the client in the long term.
Most business cases for technology investments include “productivity gains.” Even when no formal business case is created or communicated, users, managers, and executives implicitly expect that new technology will make their lives better.
However, many organizations spend money on technology as if it were a lottery ticket—hoping they will win. We could consider technology investments to be calculated risks, but, unfortunately, that just doesn’t seem to be the case. Most investments in tech turn into mechanical implementation projects that result in more complaints than compliments.
The most common complaint about technology from the user community is that it kills productivity, exactly the KPI it aims to improve. There are two reasons:
The User Acceptance Test (UAT) is a critical component of any IT implementation. The goal of a UAT is to validate if a system or solution will meet the needs of business users in their operational environment.
The outcome of this phase sends the project down one of two paths. If all goes well, the project moves on to the Go Live phase. If it’s a flop, the project faces many challenges ahead, the Go Live timeframe is at risk, and the credibility of the project with the business may be tarnished. Obviously, the stakeholders want the UAT to go well. So how do you secure a win?
Let’s explore the 10 key ingredients of a successful UAT. We’ve seen this recipe work across a wide variety of IT projects.