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Business Software's Easy Feeling
Programs Are Made Simpler to Learn, Navigate
Wall Street Journal
By Rebecca Buckman
April 22, 2008
Workers encountering new technology in the office traditionally
must endure lengthy training or spend hours poring over reference
manuals. But that is changing as more business-software firms aim
to simplify their products by mimicking the look and feel of familiar
Web sites.
Many vendors have "consumerized" their corporate software and
online services, making them easier to learn and navigate by borrowing
heavily from sites such as Facebook or Amazon.com. They have also
tried to make their products more intuitive by shying from extraneous
features -- a lesson learned from simple consumer products such
as Apple Inc.'s iPod.
One such firm is SuccessFactors Inc., a Silicon Valley company
whose online software helps employees and managers write performance
evaluations and set work goals. Its software lets users create
personalized employee profiles with their own photos and has dynamic
organization charts where executives' photos can be dragged and
dropped across the screen.
When Belkin International Inc. started using SuccessFactors's
software, the Compton, Calif., maker of electronics equipment simply
directed employees to some explanatory documents on Belkin's internal
Web site.
"Most people just went in and used it, no problem," said Donna
Van Gundy, Belkin's human-resources director. Employees "just don't
want to be bothered" with training courses, she added.
Other business-software vendors have designed their products with
an eye toward ease of use. Rearden Commerce Inc., a Foster City,
Calif., company that sells online software for managing expenses
such as business travel and package shipping, has been developing
its products with a 20-person "user experience team." Many of the
team's members hail from consumer companies such as Apple and electronics
giant Samsung Electronics Co. and were hired to translate their
consumer-product know-how into business-oriented offerings. Likewise,
Omniture Inc., a Web-analytics firm based in Orem, Utah, has a
similar team to help it fine-tune its products, which executives
say typically require no formal training to use.
Online software offered by Salesforce.com Inc., which boasts 1.1
million subscribers to its sales-management service, "was basically
a replica of the Amazon.com user interface," Chief Executive Officer
Marc Benioff said. Though Salesforce offers a two-hour, online
tutorial to introduce users to its product, the training is minimal,
Mr. Benioff said, because commonly used Web sites such as "Yahoo
and eBay are training people in how to use complex applications" already.
It is all part of what research firm Gartner Inc. calls the "consumerization" of
corporate software. "Employees want an Apple out-of-the-box experience
at work, too," said venture capitalist Dave Whorton, who was one
of the early backers of SuccessFactors. "We've moved to an environment
where no one will tolerate manuals or training."
Inspired by easy-to-learn products and popular Web sites, companies
want to provide workers with photos, videos and links -- and access
to all of it on the Internet with one username and password, executives
of corporate-software companies said. The offerings have come a
long way from the original, complex business software sold by companies
such as Oracle Corp. and SAP AG, which had to be installed and
maintained on desktop PCs and took time to learn. Lately, those
companies have been moving to simpler, Web-based variants.
One problem for vendors such as SuccessFactors is that as their
products become more sophisticated and laden with more applications,
they can become more complicated and harder to use, said Ben Pring,
an analyst at Gartner. "And the run the risk of diluting what made
them successful in the first place," he said.
SuccessFactors, of San Mateo, Calif., cites many consumer-Internet
influences on its products. The employee profile page, for instance,
is "very much like an enterprise Facebook," said CEO Lars Dalgaard,
noting that the software lets employees compile their own profiles,
post a photo of their choosing and list their work history, educational
background, professional training, goals and other information.
"It helps with global operations," said Belkin's Ms. Van Gundy. "What
if I talk to Yvonne in the U.K. every day but I don't know what
she looks like?" Viewing Yvonne's profile might help the employee
get to know her better and work with her more effectively, Ms.
Van Gundy said.
The core features of SuccessFactors's products also draw on consumer
Web design. The performance-review product has an internal tracker
that tells people when they are 40% finished with writing a review
or 75% finished -- a feature common to consumer-tax software such
as Intuit Inc.'s TurboTax, said Rob Bernshteyn, SuccessFactors'
vice president of global product marketing and management.
Michael P. Hanson, chief operating officer of Affinity Health
System, a Menasha, Wisc., company that runs three hospitals and
two dozen health clinics, said Affinity uses SuccessFactors to
track whether it is meeting a long-term goal to improve ratings
patients give it for customer satisfaction. He said he can check
SuccessFactors on his laptop and quickly see how Affinity is doing
on those types of goals -- his status bar will be yellow if the
company is behind, or green if it is ahead of plan.
Affinity did hold some training for the new software, mostly just
to tell managers and employees about the schedule for rolling it
out, Mr. Hanson said. "I basically went into the product and found
all kinds of neat ways to use it before I ever got into my training," he
said.

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