May 25 2021
This is a very important question with a deceptively simple answer: the technology has to match both the persona using it and their workflow and add value. This is not just about UI, UX and form factors. If technology gets in the way and is not valuable, no matter the market or workflow, it won't get used. The technology also has to "speak the language" of the user persona. I believe that is why mobile technologies at utilities have failed for so long - they were designed for one persona but then forced onto the field persona.
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