Arnlea, as a SaaS provider is already exceeding client expectations in terms of its cloud-based digital inspection software offering. It’s exceeding them because as a business, we have taken the strategic decision to be marketing-led. In other words, rather than wondering what technological developments we can produce next, we’ve asked the more challenging question: what do our customers need? What would fulfil those needs even better than what we could offer now? How do we improve upon their expectations?
Our teams have seen the difference it has made to our clients having design thinking at the heart of what we do. The relationships we have forged across our developer and design teams, with input from the business development team, means that our clients are getting high level functionality, an accessible UX/UI, and are using hardware that our client end users are familiar with. We have to get this element right because then clients will have teams of their own that are productive and engaged with the tasks our software performs.
For my part, I am constantly questioning everything we do – how can we make processes simpler? How can we help users be more accurate? How can we help inspectors complete more inspections? These questions are instrumental in challenging our own assumptions about what our product should do and how it should work. This has facilitated the Intrinsix upgrades that we’re currently implementing – and it will facilitate our future upgrades as well.
Employing design thinking has become second nature, from our technical team all the way through to our senior management team. That makes Arnlea an exciting and dynamic place to work because now, no one is content with the status quo and so we’re able to move things forward, without worrying about someone’s own preferences in the team.
Our clients are always bringing their next challenge to us, which provides for further product development and a lot of job satisfaction.
The baseline standard has now been set. Intrinsix’ appearance and usability, for those who have already upgraded, is now a given and so is the hardware it deploys on. We’ve utilised Windows, Android and iOS for our interfaces because they are familiar to access, as familiar as our users’ own personal devices. This means clients can get on with engaging with IntrinsixEX, for example, which means we’re now able to build additional functionality and usability on top and continue to make it even more proficient and faster working.
It has to be said that from my perspective, I am most interested in the end users’ feedback. How our clients’ management respond is also useful but to provide management with the reporting tools they need, we need to hear even more than we do already from our clients’ supply chain and inspection teams. That is always going to be crucial in the improvements we make to our Intrinsix product. It’s something we’ve been able to start doing because of the global pandemic and it’s something we’re looking forward to doing more of, so that we can continue to exceed client expectations and deliver an even better software product than we do now.
