Experience Optimization is the starting point for managing the Digital Employee Experience (DEX) in a company. See it as the perfect hub to gain visibility on the employees' experience and proactively improve it using a prioritized list of issues.
Experience Optimization shows an overview of the current DEX scores, their distribution across groups of employees and their evolution over time.
Optimization Hub can be accessed using the Experience button located in the page header. That button only appears for specific users and access to that functionality is managed at the profile level.
In order for the dashboard to be visible for a user, both of the following conditions must be true:
- The profile must have unrestricted view domain.
- The checkbox Access to the "Experience Optimization" must be selected.
Please note that by default, the access is disabled.
Only available for Nexthink Experience, this feature is part of the Nexthink Analyze product and comes at no additional cost. Nexthink Act and Engage are not mandatory, but the DEX score V2 library pack must be installed and configured.
Using Experience Optimization
The Optimization Hub is the first dashboard to be displayed after logging in to the Portal. It is represented in the main navigation bar as a gauge icon, the first one underneath the logo.
Located above the dashboard, the top navigation bar displays the name of the current dashboard, the value of the DEX score and subscores. Click on one of the tabs to display the dedicated dashboard. The Employee sentiment tab redirects to the corresponding Engage dashboard.
The gauge widgets group the devices according to the value of their DEX score. Here are the default thresholds:
- A score of 8 up to 10 is categorized as good (green).
- A score of 6 up to 7 is categorized as average (amber).
- A score below 6 is categorized as frustrating (red).
The breakdown widget displays the values of the DEX score according to 3 different dimensions, accessible via the drop-down list:
- Hierarchy - as defined by the customer
- Operating system - name and version
- Employees' working style - office based or remotely connected
For each row, the following information is displayed:
- Average value of the DEX score
- Percentage distribution of devices
- Absolute number of devices
The trend widget displays the evolution of the overall DEX score for the last 30 days. The accompanying bar chart displays for each day, the number of devices grouped by good experience (green), average experience (amber) and frustrating experience (red), as stacked columns.
Subscore details widget
The subscore breakdown widget is displayed when one of the tab for a specific score is selected. It is available for the Device, Productivity & Collaboration and Business applications dashboards.
Located on top of the Optimization Hub right section, the scope widget displays the round number of devices currently selected. Clicking on the Show in Finder link will display those devices in the Finder.
A filtering bar pops up when at least 1 filter is applied. Filters are applied whenever a user clicks on an element of the gauge or breakdown widget. That action defines the scope by filtering the targeted objects with a condition on a property. For instance, to limit the analysis to the scores categorized as good, click on the gauge with the green bar.
Applied filters can be removed one at a time by clicking on the cross inside the beige rounded rectangle or all at the same time by clicking on Reset all filters.
When filters are applied, the entire Optimization Hub is refreshed and takes into account the newly applied scope. The top navigation bar displays the value for the selected filters as well as the unfiltered value in a lighter color.
Prioritized list of issues
Underneath the scope widget in the Optimization Hub right section, a list of issues is displayed based on the applied filters and organized by priority. Solving the issue at the top would be higher priority as its potential impact would increase the experience score the most. Solving the one at the bottom would have the least impact.
For example, based on the image above, improving the logon duration would potentially increase the overall DEX score by 0.3 for the selected devices.
Clicking on an issue displays a list of potential fixes that could be used to solve it.
Clicking on a fix displays a list of instructions and steps that could be used to tackle the issue. For each one there is a short description and sometimes a list of pre-requisites.
A step can contain the following elements:
- Links to launch investigations in the Finder
- Links to edit a Remote action in the Finder
- Links to edit a Campaign in the Finder
- Links to external resources
Possible fixes rating
For each possible fix, underneath the last step, the user can provide Nexthink with a feedback using the 5 star rating system, with 5 stars being the highest efficiency.
DEX score customization
Nexthink Engineers and Nexthink Certified Partners can assist with the tailoring of the DEX score, and therefore Experience Optimization, for a specific customer environment. In addition to the usual configurations of the DEX score, they will be able to:
- Modify the thresholds used to categorize the devices in the gauge widget.
- Edit the placeholder names of the Business and Productivity Apps.
- Change the normalization thresholds of the leaf scores.
- Add or remove some leaf scores.
- Adjust the weighted averages.
If you need help or assistance, please contact your Nexthink Certified Partner.