‘Making technology disappear’ is a strong statement but one we feel is achievable if user experience underpins technological decision-making. In previous blog posts we have looked at the journey to omni-channel systems within capital markets and how to get started what the first steps are on the omni-channel journey.
The success indicator of any omni-channel experience is when technology plays a supporting role to users’ tasks and contexts. Google Docs is an excellent example of this. When it first emerged many marvelled at the fact that you could create a desktop experience online. Furthermore, it lacked a save button, it was collaborative, real-time. A true technological masterpiece! However, how often do you think about the technology behind it these days, it is no longer a technological showcase, it is the new norm.
We believe that technology drives omni-channel experiences by playing a supporting role to users’ tasks and contexts. Technology is at its best, not when it wows, or amazes, but when it becomes so natural that it disappears: it just works!
In our recent white paper, Making Technology Disappear: Building Omni-channel Systems for Capital Markets, we look at a vision for omni-channel systems for capital markets in more detail, demonstrating what is possible by understanding which channels best suit different types of engagement and workflows, and how channels can best be combined.