Pinpoint the source of users' problems with UX monitoring
It's the text every child of a technology-challenged parent dreads to get: "How do I get to Netflix?"
I get this text from my mother about once every three months. My parents own two houses and at least five Netflix-capable televisions, so her question really doesn't do me much good. I can't guide her to Netflix without some more insight. I need to know which house she is in, which room she is in and which remote she is holding. Only with all that information can I at least try to help her, and even then, she sometimes just gives up.
In a lot of ways, I am like an IT professional who does not have access to user experience (UX) monitoring tools when my mother sends me that text. Without UX monitoring tools, IT pros can be up the creek when trying to diagnose the root cause of a user's problem. And if they can't identify the root cause, they can't resolve the issue at its source -- and it is likely to pop up again.
Fortunately for IT pros, end-user experience monitoring tools exist to allow them to drill down in the gritty details to find out exactly what's going wrong, with what users and why. Unfortunately for me, mother-Netflix experience monitoring tools do not exist.
A good UX monitoring tool not only allows IT to see that specific users are experiencing prolonged application-launch times, for example, but also that the delays are happening because of an issue with the load balancer. All the data end-user experience monitoring tools collect is stored in a database IT pros can access to identify trends and consistent problem areas.
Binge-read this three-part handbook on UX monitoring and learn how to provide a quality UX for VDI.