My name is Guy. Mr Same Guy. I show up in as a so called private customer off hours, then during working hours as a corporate customer, as a citizen in public sector services and often also as a member of associations, clubs etc.
My point is that there are no corporate customers, no private customers, no citizens etc - only human customers or users in different roles. Why is it so often difficult for my service providers to keep the user experience constant when I use their services in different roles? Services should today not only be clinically simple - but also clinically similar.
There are no corporate customers: http://www.finextra.com/community/Fullblog.aspx?blogid=2867
Miserable public isolation:
http://www.finextra.com/community/Fullblog.aspx?blogid=4415
The main reason - at least in banking (which I know more of) is the organizational structure - the units looking after the respective segments do not seem to get this basic fact that it really is the same user.
But it is not enough to get the same tools and user experience rolled out irrespective of the role. It should also be a goal to let the user use the same tools in different services. Here the prime example is the use of often needed bank-id codes in the seldom needed public sector.
The value of economy of repetition x-roles&x-services is rising exponentially with the overflow of information and technology. The best way forward is to start with tools in services needed often by many and then reuse them in services needed seldom by many. Even services needed seldom by few has a chance with this philosophy. Too often we start from the wrong end and Mr Same Guy is not getting the user experience he earns.
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