Digital Employee Experience Management: Introducing User Experience Score

Oct 8, 2020
Amit Sharma

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Amit Sharma is a Senior Product Manager for VMware’s End User Computing Business Unit focused on Workspace ONE Intelligence.

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Employee Experience plays an instrumental role in organizations’ growth and success. Providing an ideal experience to employees has become the primary objective of CIOs. Due to a recent surge in remote work requirements, digital transformation has been accelerated and many organizations are already using Workspace ONE to transform their digital workspace.

Digital Employee Experience Management (DEEM) is a part of the Workspace ONE Intelligence service. DEEM provides rich user experience analytics and enables IT teams to have visibility of their entire digital workspace. Using these key insights, IT teams can now take proactive and predictive remediations using the powerful automation engine in Workspace ONE Intelligence. At VMworld 2020, we introduced the user experience score, desktop and mobile app experience scores and desktop health score to enable IT teams to monitor health of their organization in an efficient manner.

IT admins can setup the DEEM solution in Workspace ONE Intelligence to configure data sources and review attributes that are being used to calculate these experience scores. Recommended default values for attributes are provided in the setup flow. Moreover, IT admins can also change these default values to tailor experience calculations based on their organization’s unique characteristics. Based on these thresholds, DEEM calculates the device health, desktop application experience score, mobile apps experience score and user experience scores. DEEM delivers mobile app analytics and experience score through the Workspace ONE Intelligence SDK.

Admins can edit factors impacting employee experience score

Workspace ONE Intelligence ingests OS and Apps stability data, which includes boot and shutdown durations, application crashes, hangs, OS crashes, unexpected shutdowns, logon, logout events and many more key performance indicators from desktop devices. For mobile apps, customers use Workspace ONE Intelligence SDK in their applications for both iOS and Android platforms to get app engagement and performance data which includes daily and monthly active users (DAU and MAU), crashes, handled exceptions, average response time, app launches, user flows and much more detailed diagnostic information that helps developers/LOB owners assess and fix issues. Please visit here to get details of data points available in Workspace ONE Intelligence.

These figures show how data flows among different components of Workspace ONE for both desktop and mobile scenarios:

How data flows into DEEM in a desktop scenario

How data flows into DEEM in a mobile scenario

We are constantly working to enrich the telemetry data that flows into DEEM. Here are the attributes that are currently being used to calculate the user experience score and provide more context to troubleshoot issues. DEEM also considers app engagement to reflect the impact of critical apps on the user experience score of each individual.

The list of attributes used today in experience score calculation

Once setup is completed, IT teams get a view of the health of their entire organization in one place:

This view enables IT teams to check the pulse of their entire organization with more granular views of specific users, apps and devices, and quickly identify the issues that are impacting the user experience score. They will also be able to view these scores over time to monitor trends. Having additional contexts from device management and identity data along with experience analytics helps IT teams to find the root cause quickly.

The robust automation engine in Workspace ONE Intelligence empowers IT to automate remediation using the out of the box UEM API, ServiceNow and Slack integrations. Admins can use the custom connector feature to add new integrations with 3rd party tools that can be used to take actions on devices, users and apps.

Let’s see how IT teams can use these scores and try to improve the overall organization experience score. In the above DEEM dashboard, it was showing that 139 devices had poor experience score. If you delve further into the details, you can find which factor is negatively impacting device health. DEEM uses OS crashes, Boot and Shutdown duration and Battery health to calculate the device health score. In the case that OS crashes are increasing, then you can view the detailed OS crashes page in Intelligence.

 

Similar OS crashes are grouped to show what types of errors have the most impact in your organization. You can view details of these crashes to find whether the crash is specific to an OS version, device type or device model. Intelligence also provides minidump stack trace, crash path, process, module and error code so you can troubleshoot the issue, find the root cause and automate a fix. For example, if an issue is due to a faulty driver, then you can use the automation engine to push the correct driver using UEM APIs to the impacted devices. Once the issue is corrected, the device performance would improve and, as a result, improve the overall user experience score.

This is just one example of how DEEM can empower IT teams improve the overall digital employee experience and help them reduce the mean time to resolution of technical issues.

Stay tuned for more use cases.

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