An April 2022 Forrester report: Analyst Experience (AX): Security Analysts Finally Escape The Shackles Of Bad UX explains how the analyst experience is becoming increasingly pertinent to organizations' perceptions around cybersecurity solutions. Forrester defines AX as "security analysts' perception of their interactions with a particular security product, service, and process across various workstreams."
The idea of AX centers on usability, or how straightforward it is for a cybersecurity analyst to use the security solution to do their job effectively. Though this might sound synonymous to user experience (UX) and customer experience (CX), AX is about actually adding value to the different SOC functions. A huge tech stack with abundant dashboards and overflowing information might constitute a great UX or UI. Still, it may not improve the value added at each touchpoint of the security analyst's everyday routine, which may lead to a less-than-ideal AX. The security product used should aid each stage of the workflow, that is, the process a cybersecurity analyst follows in their role of threat detection and response.
One undeniable factor from the Forrester research is how focusing on AX can ease staffing challenges associated with training and employee turnover—especially with the demand for security analysts increasing while the skill gap is widening.
SOCs are constructed around the security solutions they employ. When security executives or CISOs evaluate products for their SOCs, AX might constitute a strong criterion.
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