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End User Digital Workspace Improvements Enhance User Experience

Investing in evolving, user-friendly workspaces can help attract top talent and reduce overall HIT infrastructure costs over time.

Source: Thinkstock

By Elizabeth O'Dowd

- Attracting new talent and improving workflow are two important reasons why organizations are seeking to improve their health IT infrastructure.

According to a recent ISG report, health IT vendors and healthcare providers are evolving to address digital workplaces of the future by focusing on the end user and identifying technology gaps that need to be addressed in workplace transformation programs.

“Consulting services with a design-thinking approach are being used to define the parameters of end-user experience, which are then being used to measure the effectiveness and return on investment of digital workplace transformation initiatives,” said Esteban Herrera, partner and global head of ISG Research. “Increasingly, the success of digital workplace programs is being defined by how well business goals align with user needs, rather than just by productivity and cost savings.”

Enterprises are also looking to better manage digital workplace services to give end users a better experience so they can make better use of their digital tools.

“ISG finds analytics increasingly are being used to monitor systems, devices and applications to reduce incidents, while AI-enabled virtual agents, or chatbots, and augmented and virtual reality (AR/VR) are being used to improve end-user support and service desk efficiency,” said the report. “An automated service desk, can manage 46 percent more end users than a traditional one.”

End user satisfaction has also been linked with mobility. This makes vendors that can integrate workflows with backend systems important. Mobility has expanded to include more than just smartphones and laptops over the past several years and IT administrators need to recognize that managing wearables and other Internet of Things (IoT) devices takes an evolved approach.

Mobility solutions are  becoming more industry specific so in healthcare, finding a provider that specializes in healthcare and has demonstrated success in healthcare with help ensure the demands of the medical industry are addressed.

“In the area of Unified Communications and Collaboration (UCC), enterprises are turning to cloud-based solutions, such as Skype for Business and Google Hangouts, to provide integrated VoIP, video and chat,” said ISG. “Enterprise demand for social collaboration solutions is soaring, and companies also are looking for providers to help them digitize their office environments to enhance productivity and collaboration among employees.”

The report found that virtual desktop infrastructure (VDI) solutions are also becoming more popular to increase end user satisfaction. VDI solutions allow clinicians to access their custom applications securely on any device. This allows organizations to cut back on device spending and purchase more affordable endpoint devices because the applications are using the computing power from the data center and not the device itself.

The rise in VDI solutions and custom healthcare applications has prompted the increased interest in unified endpoint management (UEM) to manage digital workspace access.

By introducing modern and innovative endpoint tools, organizations can provide a more seamless work environment for end users. Younger IT professionals and clinicians are more attracted to environments that provide digital tools that will enhance their day to day workflow.

By implementing workspace solutions, VDI, and developing more applications, organizations can not only cutback on overall technology spending over time, but they can also attract more talent.

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