What popular trend in IT works against a great work experience? Standardization. In its effort to create efficiency, it is also creating a bad work experience. How do we balance the IT cost savings that standardization brings with the desire to give employees a great work experience that lets them bring real value to the company? Traditional Managed Services contracts are focused on cost reduction. But the money saved in IT is irrelevant when looking at the success of the enterprise as a whole. It is also a mistake to think of personas as IT roles. Instead, we need to understand the real personas that participate in the delivery of the service and make sure each person has what they need to participate in that service. This enables IT to open the door for new revenue and new services. This is part 2 of a 3 part series on End User Experience. In part 3 we will look at how to measure ‘experience’ in a way that brings real results.