Welcome to this lesson on stakeholder perspectives and their impact on the digital experience. In this section, we will explore how stakeholders think and interact with software and the factors that influence their decision-making processes.
Internal and External Stakeholders: Stakeholders can be categorized as internal and external, depending on their relationship with the company. Internal stakeholders are individuals within the organization, such as employees in different departments, while external stakeholders include customers, partners, and suppliers. Understanding these distinctions is vital in tailoring the digital experience to meet their needs.
Lenses: How Stakeholders Think: Stakeholders view the organization through different lenses, shaped by their thought processes and heuristics. These lenses determine how they perceive and relate to the organization. For instance, sales representatives may focus on fostering customer relationships, while warehouse workers might have a lens geared toward efficient inventory management. Understanding these diverse perspectives is essential in designing a digital experience that resonates with each stakeholder.
Impact of Devices on Stakeholder Experience: Different stakeholders may use various devices to interact with the digital experience. Considering the devices they use and their preferences is crucial in optimizing user experiences. Compatibility, accessibility, and user interface design are key factors to address when catering to the needs of stakeholders with different devices.
Role of Software as an Intermediary: Software is an intermediary that connects stakeholders with the organization’s data and processes. Tailoring software to specific tasks and responsibilities enables stakeholders to facilitate success for the company and streamline various processes. Recognizing the unique software needs of each stakeholder group enhances their overall digital experience.
Now that we have explored stakeholder perspectives and their impact on the digital experience let’s move on to the next steps in this section. Using the Digital Experience Matrix, you can:
List the stakeholders in your organization: Identify internal and external stakeholders or group them by business units if applicable.
Define different lenses for stakeholders: Understand how stakeholders think and perceive different organizational situations. Use ratings to evaluate the weight of each lens.
Reflect and apply the insights: Consider how these perspectives apply to your organization. Use the reflection questions to gain a deeper understanding and shed light on stakeholder preferences and needs.
Following these steps will give you valuable insights into stakeholder perspectives and their impact on the digital experience. This information will be essential in shaping the next phases of the course. In the upcoming section, Pillar 2, we will delve into specific phases and explore how to optimize the digital experience for stakeholders. But before we move on, take the time to complete the Digital Experience Matrix, as it will serve as a valuable resource in the rest of the course. Let’s ensure we have a solid understanding of our stakeholders before proceeding. See you in the next section!