The last four posts have discussed how our OSS/BSS need to cope with different modes of working to perform effectively. We started off with the thread of “group flow,” where multiple different users of our tools can work cohesively. Then we talked about how flow requires a lack of interruptions, yet many of the roles using our OSS actually need constant availability (ie to be constantly interrupted).
From a user experience (UI/UX) perspective, we need an awareness of the state the operator/s needs to be in to perform each step of an end-to-end process, be it:
- Deep think or flow mode – where the operator needs uninterrupted time to resolve a complex and/or complicated activity (eg a design activity)
- Constant availability mode – where the operator needs to quickly respond to the needs of others and therefore needs a stream of notifications / interruptions (eg network fault resolutions)
- Group flow mode – where a group of operators need to collaborate effectively and cohesively to resolve a complex and/or complicated activity (eg resolve a cross-domain fault situation)
This is a strong argument for every OSS/BSS supplier to have UI/UX experts on their team. Yet most leave their UI/UX with their coders. They tend to take the perspective that if the function can be performed, it’s time to move on to building the next function. That was the same argument used by all MP3 player suppliers before the iPod came along with its beautiful form and function and dominated the market.
Interestingly, modern architectural principles potentially make UI/UX design more challenging. With old, monolithic OSS/BSS, you at least had more control over end-to-end workflows (I’m not suggesting we should go back to the monoliths BTW). These days, you need to accommodate the unique nuances / inconsistencies of third-party modules like APIs / microservices.
As Evan Linwood incisively identified, ” I guess we live in the age of cloud based API providers, theoretically enabling loads of pre-canned integration patterns but these may not be ideal for a large service provider… Definitely if the underlying availability isn’t there, but could also occur through things like schema mismanagement across multiple providers? (Which might actually be an argument for better management / B/OSS, rather than against the use of microservices!”
Am I convincing any of you to hire more UI/UX resources? Or convincing you to register for UI/UX as your next training course instead of learning a ninth programming language?
Put simply, we need your assistance to take our OSS from this…