When a logistics team in Rotterdam realized their drivers were abandoning a new route-planning app after just three minutes-without ever logging a complaint-they assumed the issue was user resistance. Turns out, it was the app’s onboarding tutorial. The 15-minute video walked users through the software in abstract terms, while real-world delays and customs rules went unmentioned. By the time the team dug into the data, they’d lost 18% of their fleet’s efficiency. Nexthink Solutions Spotlight caught this early: it didn’t just flag the drop-off points-it showed exactly where users hesitated, clicked “help,” or closed the app without completing a single task. That’s the kind of granular, actionable insight most employee experience tools can’t provide. It’s not about collecting data; it’s about turning passive monitoring into a conversation starter between IT, leadership, and the people doing the work.
Nexthink Solutions Spotlight: Why Solutions Spotlight cuts through noise
Most employee experience platforms treat frustration like a black box. They ask surveys or log complaints, then spit out averages that mean nothing. But Solutions Spotlight works differently. It correlates behavioral data-where employees pause, where they abandon workflows, which tools they avoid at certain times-with self-reported sentiment and support ticket patterns. Think about it: a slow login screen might correlate with a 20% drop in morale scores, but only for teams that rely on that system before 9 AM. The tool doesn’t just tell you *what’s* broken; it tells you *who’s* affected and *why*.
Consider a client in healthcare who noticed their nurses were repeatedly clicking “cancel” on patient intake forms. Initial assumptions pointed to form complexity, but Solutions Spotlight revealed the real issue: the forms required a fingerprint scan at checkout, which conflicted with their hospital’s biometric security policy. The fix was simple-a temporary override for intake staff-but the tool had already identified the bottleneck before anyone logged a formal complaint. That’s the power of behavioral analytics: it turns “we think it’s slow” into “here’s the exact moment users drop out and why.”
Three features that make it work
Solutions Spotlight doesn’t rely on gimmicks. Here’s what sets it apart:
- Real-time frustration scoring: The platform assigns a “frustration index” to each app, workflow, or training module, updating in real time as users interact with it. No more waiting for monthly reports-you see spikes in hesitation or task abandonment as they happen.
- Cross-system correlation: It doesn’t just track app usage; it overlays data from HR surveys, training completions, and IT support tickets. For example, it might show that employees who complete “Module 3” of your onboarding are 37% less likely to open the help desk for that particular tool-even if they didn’t “pass” the module.
- Role-specific insights: The tool segments data by job function, tenure, or department. A warehouse manager won’t see the same “top frustrations” as a customer service rep, and that’s intentional. You’re not just getting data; you’re getting tailored recommendations for each team.
Beyond the obvious: Uncovering hidden inefficiencies
I’ve seen organizations fall into the trap of fixing the loudest problems first-only to realize later that the real productivity killer was something quiet, like a misaligned workflow or outdated training. Solutions Spotlight shines a light on those “unloud” signals. For instance, a manufacturing plant used it to discover that their most tenured employees-supposedly the “experts”-were causing the most bottlenecks. Why? Because they’d developed idiosyncratic shortcuts no one documented. The tool didn’t just highlight the inefficiency; it showed exactly where in the process bottlenecks occurred and which team members relied on those shortcuts.
In another case, a financial services firm assumed their “high-performing” training program was working because 98% of employees completed the modules. Solutions Spotlight revealed the truth: 72% of those “completed” trainees were still using manual spreadsheets to work around the software because the tutorials focused on *how* to use the tool, not *why* it mattered. The fix wasn’t more training-it was recording short, scenario-based walkthroughs based on the actual tasks employees needed to perform. Within six months, compliance errors dropped by 40%, and support calls related to that module fell by 58%.
The key insight here? Solutions Spotlight doesn’t just measure employee experience-it engineers it. It turns passive monitoring into proactive improvement by surfacing the hidden friction points most teams miss until it’s too late.
If your organization is still reacting to problems instead of preventing them, Solutions Spotlight might be your missing piece. It’s ideal for mid-to-large businesses with 500+ employees who’ve hit a productivity plateau but don’t yet have the resources to hire a dedicated UX or employee experience team. Smaller teams might find the data overwhelming, and startups may lack the process maturity to act on the insights-but for the right organizations, it’s not about measuring frustration. It’s about turning behavioral data into smarter workflows, happier teams, and real business impact. And unlike other tools, it doesn’t require a PhD to use. One operations manager in a factory with a 40% turnover rate ran a pilot in two weeks and identified that employees were abandoning quality check apps mid-task because the steps were too long. The fix? A “3-click max” reminder banner. Turnover dropped by 15% in six months. That’s the kind of tangible, human-centered ROI that keeps me coming back to Solutions Spotlight.
