UX

In the development of ITSM and ESM platforms, UX design (alongside UI design) is one of the key disciplines and one of the strongest assets of such software products.

Although UX is a general concept, it is used mostly as IT terminology. This is because the term emerged at the same time as the boom in technology. UX design is less digital work than cognitive work, yet it is applied and defined primarily by the digital industry.

UX design takes into account the many elements that shape how users feel when they interact with a company's IT service (a website, an app, a platform and so on) and how easily they can get their tasks done. Work on the UX of any software product starts, above all, with an analysis of user needs and behavioral patterns.

For example, how easy is it to place an order on a website? How much can you do to manage your finances in a banking app?

In other words, UX design is functional: it studies, refines and designs the scenarios in which users interact with enterprise systems.

The ultimate goal of user experience design is to develop and improve the quality of interaction between the user and every digital touchpoint of the company. It is worth noting that, unlike UI, UX is not the visual side of the interaction but the user's overall experience and perception of it.