User journey and customer journey are the buzzwords in the IT industry, given the need for redesigning applications for a better user/customer experience. When it comes to selecting or prioritizing software applications for redesigning, from amongst multiple applications that provide similar critical business functionalities, user experience is often the deciding parameter. Most organizations are trying to redesign user experience and end-customer experience of their existing IT applications. In the last two decades, many financial institutions have also revamped and reinvented their existing software applications to meet enhanced business processes, but sadly, little attention is given to improve customer or user experience. The software industry was weighed in more on delivering functional competence than on executing design principles.
https://www.finextra.com/blogposting/16822/redesigning-user-and-customer-interfaces-for-seamless-digital-experience-and-journey/
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