By Hank Marquis

Unlock the Secrets to IT Satisfaction by Learning from Your Digital Employees

Image Credit: Me!

Users know the pain our IT solutions create — but not necessarily how to fix it.

Digital employees can always tell you when something about the digital workplace slows them down or gets in the way. They live the friction every day. But that doesn’t mean they know how to redesign the process, improve the workflow, or rearchitect the system. They are experts in the experience, not the solution.

And that distinction matters. Users will never understand your systems as deeply as you do. At the same time, IT will never understand their lived experience as clearly as they do. Neither perspective is complete on its own.

What users do know — better than anyone — is whether the tools you’ve given them help them do their job, help them meet expectations, and fit the way the work actually happens. When their perception of the experience drifts too far from what they expect, frustration rises, even if the technology is functioning exactly as designed.

This is one of the core lessons in Completely Satisfied: experience isn’t defined by technical correctness; it’s defined by the alignment between expectations and perceptions across time. Understanding that alignment requires you to see the service the way employees see it, even when the root cause isn’t obvious.

That’s also why Hailee’s workgroup digital twin gives such weight to the employee point of view. Their perceptions and expectations shape the gaps Hailee explains — not because users have the technical answer, but because they reveal where the experience breaks down long before metrics or dashboards show any sign of trouble.

With that in mind, think about the moments when an employee helped you see something you had missed — a tiny clue, a simple observation, or a story about how the work really happens. Those moments often uncover the insights that matter most.

Have you ever heard something from an employee that completely changed how you approached an experience or solution design?

Please comment or reach out and let me know what you think, I'd love to talk with you!

Best,
Hank

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