Ever feel like managing your Global Business Services (GBS) platform is like juggling flaming torches while riding a unicycle? You’re not alone.
The transformation of shared services is not just a trend—it’s a survival tactic. As we gear up for 2025, the stakes are higher than ever. GBS platforms need to be user-centric, intuitive, and frictionless. The success of these platforms hinges on how well they meet user needs while delivering exceptional operational performance.
Let’s get into the nitty-gritty of crafting user-friendly GBS platforms that can position us for success in the coming years. Trust me, this will be as relatable as that quick chat over coffee!
Understanding Your Users
First things first—who are your users? Your GBS platform isn’t just for the higher-ups who sign off on budgets. Think about everyone who interacts with the system: associates, specialists, process experts—each with unique challenges, skills, and what they need.
- Empathy is Key: Start by empathizing with each user group. Conduct surveys or host focus groups to understand their pain points and aspirations.
- Listen Up: What do they find cumbersome? What processes feel clunky? A simple conversation can provide incredible insights.
- Map the User Journey: Create a map that outlines each user’s journey with the platform, highlighting key touchpoints and potential roadblocks.
Take it from me, if you don’t understand your users, you can’t build for them.
Designing a Seamless Experience
Once you’ve got your users’ perspectives, it’s time to think design. A user-friendly GBS platform won’t just look good—it should feel good.
- Intuitive Interfaces: Think simple and clean. A cluttered interface is the enemy. Ensure actions are easy to locate.
- Mobile Accessibility: We live in a mobile world! If your team can’t access important tools on their smartphones, you’re leaving them in the dust.
- Consistent Navigation: No one likes guessing games. Users should know where to go next at all times.
And remember, first impressions matter—make sure the onboarding experience is approachable, friendly, and informative.
Focus on Automation and Integration
Nothing kills productivity like repetitive manual tasks. If you want your platform to shine, automation is non-negotiable.
- Identify Repeat Tasks: Look for those annoying repetitive tasks that suck the life out of your team. Automate them!
- Integrate Systems: Your GBS platform should talk to other systems seamlessly. Don’t let data sit isolated—bring it all together.
- Leverage AI: Yes, I went there! AI can help analyze user behavior and predict their needs, making your platform smarter over time.
More automation means more time for your team to focus on what really matters. Let’s not classify this as sci-fi; it’s practical and absolutely achievable.
Real-Time Support and Feedback Loops
Here’s where the rubber meets the road. You can have the best GBS platform in the world, but if your users can’t get help when they need it, it’s a no-go.
- Implement Chat Support: A live chat feature takes support to the next level. Quick responses can save time and reduce frustrations.
- Feedback Mechanism: Always keep the door open for user feedback. Create a simple form where users can report bugs or suggest enhancements.
- Regular Updates: Make sure to roll out updates based on user input. Nothing drives loyalty like hearing, “We listened to you!”
Your GBS platform should evolve with your users. Stagnation is a killer.
Measuring Success
Now, how do we know if our efforts are paying off? Metrics, my friend. You’ve got to measure success to ensure you’re hitting those targets.
- User Engagement: Track how often users are logging in and utilizing features. This shows the platform’s value.
- Task Completion Rates: If users are struggling to complete tasks, it’s time to reevaluate that workflow.
- Feedback Scores: Collect feedback actively and analyze the scores. This will highlight areas of success and those needing attention.
Metrics allow you to pivot quickly and keep the platform user-friendly.
Creating a Culture of Continuous Improvement
Here’s the cherry on top: the mindset of continuous improvement.
- Empower Users: Encourage your teams to share insights on the GBS platform’s functionality regularly.
- Regular Training: Offer ongoing training sessions. A little knowledge can empower users to utilize the platform effectively.
- Acknowledge Contributions: Recognize team members’ suggestions for improving the platform. Everyone loves a little kudos!
When users feel like co-creators of the system, they’re more invested in its success.
Experience from Over Two Decades in GBS
After two decades in the industry, I’ve set up and led multiple large-scale shared service centers for global organizations. The landscape is ever-changing, and it can feel like a storm at times. However, investing time in creating a user-friendly GBS platform pays dividends. Trust your gut and stay close to your users.
The competition is fierce, and we all want to stand out. Crafting a GBS platform is just one part of the equation—make it user-friendly, and half the battle is won.
Let’s sweep the table, ready ourselves for 2025, and champion the art of user experience in shared services.
Want to deepen your knowledge in the shared services industry? Head over to THEGBSEDGE, a haven for insights on transformation, innovation, and leadership in shared services.
Let’s keep pushing the envelope! We’ve got this!
