SCC Simplify Podcast – How to deliver user experience
Podcast | Episode 3
How to deliver user experience
User experience is no longer defined by the tools an organisation deploys but by how easily people can get work done day to day. As digital work becomes more distributed and expectations rise, friction in the employee experience is increasingly shaping productivity, engagement and retention whether leaders are measuring it or not.
SCC Simplify is the podcast from SCC that explores the realities behind modern digital workplace challenges, through practical insight, real‑world experience and open, experience‑led discussion.
In this episode, the conversation focuses on why user experience has moved from an operational concern to a leadership issue. Rather than jumping straight to technology, we unpack how work actually happens, where experience breaks down and why many well‑intentioned initiatives fail to deliver the impact organisations expect. It’s a discussion designed to help listeners reframe the problem before searching for solutions.
What the episode covers:
1. Experience as a Business Issue, Not an IT Metric
- Why friction in digital work now impacts productivity, engagement and retention
- How user experience has moved onto the boardroom agenda
2. Moving Beyond “One Size Fits All” Thinking
- Why designing for an “average user” no longer reflects how people work
- How personas capture real behaviours, patterns and expectations
3. Understanding Value Through Work, Not Tools
- Why traditional service metrics fail to explain real productivity
- How observing workflows reveals where time and effort are lost
4. Designing Experience Into Operations
- What it means to prevent issues rather than react to them
- Why service design and change delivery shape adoption outcomes
Who should listen — and what they’ll gain
- Digital Workplace, IT and Experience leaders looking to reduce friction, improve adoption and design services that reflect how people actually work.
- Business, Finance and Operations leaders who want clearer visibility into how digital experience affects productivity and performance.
- HR, Change and Transformation leaders responsible for engagement, change adoption and the success of organisation‑wide initiatives.
