Speaker: Baruch Sachs, Senior Director UX, PegaSystems
Baruch dives into the intricacies of Enterprise UX design. We will get a good look at the opportunities that exist and the unique challenges that accompany enterprise UX today, with specific focus on how to solve these challenges in project implementation.
Baruch shares some key pointers on strategic vs. tactical UX design, user story vs. job story, and also some tricks to get enterprise stakeholders to agree to a uniform and intelligent UX design.
2. Leader in BPM and CRM Software
Customers include the largest 1000 companies in the world
Projects are enterprise-wide and transformative
Process over 100 million pieces of work per day
3. Started at Pega 9 yrs ago with a goal: Build a UX team
40 UX Consultants globally
- UX Architects
- UI Solution Developers
All 100% billable to client projects, 50-75% travel
Engagements can be 2 weeks, to 2+ years.
4. It does not matter if you are right.
….It matters that you are helpful.
7. Challenges of working in Enterprise UX
Engineering centricity
Political
Does not always attract the best talent
Mistrust between business and IT
Captive Audiences
8. Opportunities working in Enterprise UX
Bar is really low, results are immediate
Budget for UX is usually bigger
Forging Paths
Chance to lead full culture change
Captive Audiences
11. PRINCIPLES OF SUCCESSFUL
UX:
Bring clarity
Keep the user in control
Simplify
Respect context
Be consistent
Provide obvious primary action
Guide the user
Delight the user
12. Please choose the option that best describes you.
● New to workforce
● Single and building your future
● Married and building your future
● Single and established
● Married and established
● Nearing retirement or retired
Content Context
16. Organizational Issues
•Multiples lines of business (20+ sometimes)
•They don't talk to one another
•They all claim to have unique data needs
•All data, all the time
17.
18. Standard UI Solutions
• User Personalization
• Conditional UI
• Interaction Techniques
Less Chance in the Enterprise World for
any of these solutions to be acceptable
22. A foundation for successful UX
Functional
specs
Information
architecture
Interaction
design
User
interface
design
Graphical
design
Usability
testing
27. Once you have ‘em, what do you
do?
Figure out the common data set — its there
Critical task path — enough data to complete the tasks 80% of the time
Use “one step away” options for the remainder
Shorten labels, make data entry inputs consistent and chunk things
28. Most transformational, enterprise software projects look to Staff
Reduction as one of the main drivers of ROI….
….thats just dead wrong.
29. Simple is not so Simple to Achieve
Backend is a mess, so your front end suffers
Performance
Ability to massage data
Interaction behavior
30. This is where a lot of projects give up….and adopt a “best we can” mentality
31. The only enterprises who are successful at achieving consumer-grade UX
are the ones who are willing to invest and streamline the organization
and data
……and internal UX teams need to change too.
34. Case Study
The situation
•Large Enterprise customer, has their own UX team
•Separate systems integrator
•Another outside firm is contracted to provide design
•Outside vendor is the technology provider
35. Case Study
The situation
•Both SI and Design Team are on fixed price bids
•SI is not well educated on the latest version of Technology,
has no UI developers/designers assigned to project
•Design team has pure designers, not familiar with the
underlying technology
•IT funds the project, not the business
36. Outside view of the internal design team
Focused on conformance, not context
Their design, their way
Outside of both the business and IT, so how are they effective
Often set up as a cost center to various organizations
37. “Our UX and construction teams are not
producing the results we need at the
speed required to be successful.”
39. Findings
Conflicting Priorities
Limited transparency
Key point of scope expansion
Not aligned to construction dates
No established revision cycle
Not included in iteration planning Approaching UI
on a “screen” basis
No plans for Design Validation /Usability Testing
User
Experience
40. Findings
Very little UI built in the chosen technology
Lots of custom CSS
Coping with BA/UX mis-alignments
Requirements are a moving target
Limited collaboration with UX
Coping with technical cost of UX design
Coping with iteration scope vs delivery dates
Constructi
on
42. Lets talk to more people…
User
Experience
Construction
Solution
Owners
Business
System
Analysts
Business Design
43. Findings
Limited Tech expertise included in ideation
Little focus on iterative design
Solution owners (SO) over-capacitated
SO wants Agile adoption but, needs guidance
BDT; heavy reliance on UX team during ideation
BDT; Focused on strategy, not execution
BDT; Little concern for construction timeline
Business
Design,
Solution
Owners
44. Findings
Limited UX guidance blocks Atomic UC delivery
Disconnect between Atomic UC and UX Docs
Significant effort to force backlog prioritization
No process to validate Atomic UC with UX docs
No process to validate Demo app with UX docs
Business
System
Analysts
45. Recommendation One
Adds transparency to UX work-stream
Helps to solve prioritization issues
Supports BSA/Construction/UX
collaboration
Implement and Enforce UX Backlog
46. Recommendation Two
Time to delivery is reduced
Supports asset reuse
Reduction in UX documentation
Supports the eventual move into prototyping
into the technology
Develop and Use a UI Pattern Library
47. Recommendation Three
Validates alignment of UX needs and business goals
Raises UX deciencies, misalignments before investment in
construction MAXIMIZES CHANCES OF USER ADOPTION!
Create Plan for Design Validation
Usability Testing
49. Recommendation Four
Line of coordination with BSA team
Creates, maintains UX atomic use cases
Coordinates technical validation of UX
Helps align UX prioritization with project
UX BSA
Embedded and
Productive
Ensures continuity between UX documentation and atomic
use cases.
Response to requirement changes optimized
51. UX Solution Owner
Governance over
Process &
Deliverables
SME Guidance
to Handle
Ambiguity
UI Subject
Matter
Expertise
UX
Design
Support
UI
Cong
Suppor
t
UX
Support
for BDT
Ideation
Manages balance
of UX, Business
and IT
Responsible for
Work-stream
performance
52. 5
2
Solution Driven UX: Lean UX
“Deliverables are not the problem. User experience
practitioners are not in the deliverables business. We’re in
the business of finding and evaluating problems and
solutions.”
- Austin Govella