Data Systems Consulting, Digiwin Groups

User Experience Group

Please tell us about your mobile solution or application, and help us understand what makes it noteworthy or exceptional.: 

Digiwin is a 30-year-old enterprise software vendor in the Greater China. Unlike end-user software, enterprise software is always ‘well-known’ for its ‘Complexity’. Complexity of enterprise software includes Cognitive Complexity, Design Complexity, Implementation Complexity and Management Complexity. These complexities build enterprise software a no-choice-but-have-to-use image. In todays’ environment, it’s more challengeable for more and more enterprises implement BYOD policy. As an enterprise software vendor, we just can’t simply block the trend and we do believe that the practice of BYOD may help employees be more productive. Besides, in the eastern world, we have something special that is very different from the westerns. That is -- ‘Chinese characters texting’. The way English texting is rarely be fitted in our texting style and this inevitable problem is needed to be solved. Thus, our mobile solution concept contains 3 major issues.
1. System of engagement
2. Mobility for Data Intensive Application
3. A better way of Chinese characters texting
We believe our experience will give some help to those enterprise software vendors who intend to enter into the Chinese market.

What can others learn from how you conceived of and designed your mobile solution or application?: 

All companies need internal software for business operating, from start-ups to large-scale multinationals. So everyone in a company starts with a game named ‘Compromise’ no matter their employees likeor dislike using this enterprise software. And most of the enterprise software are built for ‘expert’ users only, so normal consumer software usability concerns seem to be thrown out the window and replaced by weekend training courses. Thus the game named ‘Compromise’ continues rolling. And it becomes a more obvious ‘Compromising’ game while enterprise software is being used through multi-screens especially mobile devices as the ‘love the tools you use’ principle is traded off against the ‘only solve the problems you want to’ principle. In the case that this game is rolling on in amultinationals or cross-regional company, users have to keep ‘Compromising’ for cultural differences. These cultural differences might be less explicit in an intangible product like software than in a tangible one, but it does not mean that they don’t exist. Just as with other products, the way we interact with enterprise software is in large part defined through our culture. As one of the norms of enterprise software is ‘Complexity’, we suggest that ‘Simplicity’ is the only way out. From our design you will know how to avoid ending up with the same mess as traditional enterprise software. And we also take ‘Cultural differences’ as a large part of our design. We believe for those who have intention to take part in the Greater China market, our experience will be a real and substantial help.

Please describe how the concept for your mobile solution or application came about, and what research, information, inspiration, etc. informed it.: 

Digiwin is a 30-year-old enterprise software vendor in the Greater China. We have accumulated over 30,000 enterprise customers from small-scaled to international corporations. We have had deep discussions about which level of customers need to be improved their experiences in the first place. And finally we decided small and medium-sized enterprises (SMEs) to be the first plan target despite our cash-cow customers as SMEs accounted for 99% of the Greater China's registered enterprises. Fortunately we have built a sound customer service system since very long time ago; it enables us to do researches and establish enough personas for the UX plan. We found out that compare to big companies which have better organization structures, employees in SMEs need to hold more than one job at the same time. ‘Mobility’ turns out to be a crucial point to meet high productivity requirement. And this ‘Mobility’ needs to be empowered with ‘Simplicity’ to make it a ‘love-to-use’ solution instead of a ‘have-to-use’ tool.

How does your mobile solution or application take advantage of the unique device capabilities, contexts of use, modes of use, and other factors to create a new and valuable experience or utility?: 

Enterprise software is inevitably needed massive data inputs as it is a data-intensive type application. Thanks to the mobile technology, it enables us to design different types of input method such as image recognition and field-adhered handwriting region instead of just using traditional keyboard and mouse. As a result, these designs gain appreciations from our users.

In what ways has your mobile solution or application benefited the lives and/or work of its users in ways that weren’t previously possible?: 

We addressed a questionnaire to our target users and the feedback is quite inspiring. Users found that they are more quick-responding and thus became a better evaluated employee.

If applicable, how did you adapt your solution or application to differing platforms?: 

It’s a ‘Rendering Machine’ behind the design, thus we only coded once and rendering to fit iOS, Android and Windows 8 tablets.

How might your mobile solution or application serve as inspiration or a starting point for future innovations for mobile platforms?: 

We have designed image recognition and field-adhered handwriting region as new input methods for our enterprise software in this case. And we believe more innovative designs need to be created or unveiled to form a better experience in mobile solution of data-intensive application.

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