Fix the Watermelon Effect

What good are green IT SLAs if end-users are unhappy with IT Services and Support? HappySignals helps you to deliver services that are both green on the inside and out. 

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Look beyond your SLAs to find out what your end-users are experiencing

HappySignals Experience Management Platform helps IT organizations get a real-time view of how different IT initiatives impact end-user experience. Certain symptoms are typical when a Watermelon Effect exists.
 

This combination is typical when a Watermelon Effect is present:

  • Key IT Metrics look green, implying that everything is going well!
  • But end-users are seeing red and talking negatively about IT
  • IT has a bad reputation in the organization, but the IT team does not understand why

Exposing this mismatch can seem like a bad idea, but it is in fact a good thing. It allows IT teams to stop playing SLA games and focusing on vanity metrics. Having transparency around the real end-user experience helps IT to focus on helping your end-users. It fosters the feeling in IT teams that they are contributing to making their colleagues – Enterprise IT end-users – happier and ultimately more productive.

Our customers have been able to improve, on average, end-user happiness by 24% and productivity by 26%. Those improvements come from facing reality and starting to focus on providing services that make end-users happy.

What is in it for you?

Solving the Watermelon Effect starts from facing it

Your teams might be reluctant to start continuous measurement of experience, due to fear of what the data might reveal.

You as a leader can use HappySignals as the platform that provides a shared understanding of how IT delivery can be improved. Using the same data for all stakeholders creates the trust that leads to better alignment and outcomes.

Collaboration starts by agreeing on what the issues are

Service review meetings involve enough complexity as it is. HappySignals provides real-time experience data and intuitive drill-down analytics on the platform, giving a single shared view for all participants – so it is easier for everyone to agree on what to improve based on end-user needs.

One view of experience for all stakeholders

Exposing the watermelon makes your work easier with IT, when you no longer have to rely on data that was called "experience data", when in fact it measured devices or processes. HappySignals can become the one tool that you can use with all stakeholders regardless of their position in the enterprise.

One metric that naturally leads to better performance

What gets measured, gets done. Agents that have a real-time experience feedback loop feel more motivated as they see how they serve people, rather than SLAs. HappySignals data makes agents see the value of their work. The positives become much more visible and factors uncover the real reasons end-users give feedback.  Share success stories to people outside of IT through shared real-time reports, or in-office HappySignals live-screens.

Solving the Watermelon Effect starts from facing it

Your teams might be reluctant to start continuous measurement of experience, due to fear of what the data might reveal.

You as a leader can use HappySignals as the platform that provides a shared understanding of how IT delivery can be improved. Using the same data for all stakeholders creates the trust that leads to better alignment and outcomes.

Collaboration starts by agreeing on what the issues are

Service review meetings involve enough complexity as it is. HappySignals provides real-time experience data and intuitive drill-down analytics on the platform, giving a single shared view for all participants – so it is easier for everyone to agree on what to improve based on end-user needs.

One view of experience for all stakeholders

Exposing the watermelon makes your work easier with IT, when you no longer have to rely on data that was called "experience data", when in fact it measured devices or processes. HappySignals can become the one tool that you can use with all stakeholders regardless of their position in the enterprise.

One metric that naturally leads to better performance

What gets measured, gets done. Agents that have a real-time experience feedback loop feel more motivated as they see how they serve people, rather than SLAs. HappySignals data makes agents see the value of their work. The positives become much more visible and factors uncover the real reasons end-users give feedback.  Share success stories to people outside of IT through shared real-time reports, or in-office HappySignals live-screens.


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From gut feelings to actionable data

Understanding what the Watermelon Effect is caused by starts from continuous experience data measurement. Not knowing which IT touchpoints end-users struggle with doesn't change their perception, it just makes you unaware and unable to do something about it.

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Share the data in meetings and reviews

The worst mistake IT can make is to start measuring experience, but not use the data.   

Our research shows that organizations that regularly use HappySignals in stakeholder meetings are more likely to see rapid improvements in end-user experience.  

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Identify root causes of poor experiences

Our IT Experience Management Platform contains Factors from our Happiness Score™, which show the most common reasons for good and bad experiences. 

The Happiness Score data is combined with operational data from your ITSM tool, making it easy to identify and flag the root causes for bad experiences. 

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Celebrate and communicate improvements

It is really rewarding to find improvement areas through experience data, take steps to fix the issues, and see happiness in different IT areas go up.

Fostering a culture that celebrates improvements to end-user experience will motivate teams to be more human-centric in their efforts - thus fixing the watermelon effect one IT improvement at a time.  


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