Enterprise UX - The "Next" Last Frontier
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With all the talk about mobile and the internet of things, the next last frontier of user experience is something that has been there all along: enterprise. Most designers avoid it, but it’s the biggest opportunity for most designers. Your company should be investing in it because your competitors are, and recognizing the return on investment includes a more efficient workforce. Patrick Neeman will discuss why companies are paying attention and uncover opportunities in enterprise that user experience professionals should pay attention to over the next five years.
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Enterprise UX - The "Next" Last Frontier
- 1. Patrick Neeman, Director of Product Design, Apptio @usabilitycounts | www.usabilitycounts.com Enterprise UX The next “last” frontier{
- 2. @usabilitycounts #uxss Disclaimer No animals were harmed and multiple copyrights were probably grossly violated in the creation of this presentation. Please don’t sue me.
- 3. @usabilitycounts #uxss Who is Patrick Neeman? Has 20 years of experience in things related to the internet Runs UsabilityCounts.com and UXDrinkingGame.com Drinks good whiskey Hates almost all Enterprise Software
- 4. @usabilitycounts #uxss What is enterprise software?
- 5. @usabilitycounts #uxss Enterprise software is purpose-designed computer software used to satisfy the needs of an organization rather than individual users. Enterprise software is an integral part of a Information System, and as such includes web site software production.” Wikipedia “
- 6. @usabilitycounts #uxss What most Enterprise Software looks like
- 7. @usabilitycounts #uxss Why do designers avoid it?
- 8. @usabilitycounts #uxss Incredibly tough domains
- 9. @usabilitycounts #uxss Absolutely no user empathy
- 11. @usabilitycounts #uxss Game of Thrones
- 12. @usabilitycounts Extreme UX and Technical Debt
- 13. @usabilitycounts #uxss Super long user journeys ERP Implementation Journey 560 Days Journey to America 70 Days
- 15. @usabilitycounts #uxss Why should designers care about Enterprise Software?
- 16. @usabilitycounts #uxss It’s a money thing
- 17. @usabilitycounts Why Enterprise SaaS Software? According to the Gartner Group $10.0B 2010 actual $22.1B 2015 estimate
- 18. @usabilitycounts
- 19. @usabilitycounts #uxss …and enterprise companies are now getting it.
- 20. @usabilitycounts #uxss Users (and customers) are expecting better experiences
- 21. @usabilitycounts #uxss Changing attitudes of buy versus rent iTunes Buy Spotify Rent
- 22. @usabilitycounts Service oriented architectures and Internet of Things
- 23. @usabilitycounts #uxss All service interfaces, without exception, must be designed from the ground up to be externalizable. That is to say, the team must plan and design to be able to expose the interface to developers in the outside world. No exceptions.” Steve Yegge post about Jeff Bezos service inferfaces mandate “
- 24. @usabilitycounts #uxss How do companies conquer enterprise User Experience?
- 25. @usabilitycounts #uxss Design is the fundamental soul of a man-made creation that ends up expressing itself in successive outer layers of the product or service.” Steve Jobs “
- 26. @usabilitycounts #uxss Invest in design
- 27. @usabilitycounts #uxss There are no UX Designers. How do you hire? User Research and Analytics Understanding the users through observations and data Content Strategy Planning for the creation, delivery and governance of usable content Information Architecture Organizing information in a product or website in a usable way Interaction Design Designing interactive behaviors with a specific focus on their use Visual Design Designing the visual qualities in an aesthetically pleasing way Front End Development Building the interactive behaviors to be used by the end user http://www.nickfinck.com/blog/entry/ux_career_progression_finding_a_niche_building_a_personal_brand/
- 28. @usabilitycounts #uxss IxD FE FE Then: Design and Implementation 50:1 Ratio MGR IxD IxD IxD VxD VxD CS CS RS DIR Intern Now: Design and Research 8.5:1 Ratio
- 29. @usabilitycounts #uxss Change your hiring target Don’t hire enterprise people
- 30. @usabilitycounts #uxss Bring designers along for the ride
- 31. @usabilitycounts #uxss Adopt a usage based-culture
- 32. @usabilitycounts Get away from the feature checklist
- 33. @usabilitycounts #uxss Be patient with the journey
- 34. @usabilitycounts #uxss 5 Year Journey Apptio is here Been at Apptio this long Designers start “getting” it
- 36. @usabilitycounts #uxss How do designers conquer enterprise User Experience?
- 38. @usabilitycounts #uxss • Internet Postage • Consumer Escrow • Prescription Drug Price Comparison Engine • Human Capital Management • Advertising Technology • Information Technology Spend
- 39. @usabilitycounts #uxss Fall in love with the domain
- 41. @usabilitycounts #uxss Bring the company along for the ride
- 43. @usabilitycounts #uxss Pick your spots
- 45. @usabilitycounts Interview the users, and then aim for a “different” one
- 46. @usabilitycounts #uxss Measure, measure, measure
- 47. @usabilitycounts #uxss Remember, we’re all “Consumers”
- 48. Patrick Neeman, Director of Product Design, Apptio @usabilitycounts | www.usabilitycounts.com Thank you!
Editor's Notes
- Audience participation. A lot of designers think they are working on enterprise software, but aren’t really. There’s some kind of collaboration aspect to it.
- Supply chain management. Enough said. Most designers avoid enterprise because it’s really hard and they can’t relate to it. Tell “Explaining Apptio to your parents” story.
- This is the server farm I have in my place. I have a $100 million IT budget, so I use Apptio. John from IT.
- Most enterprise companies have very tough engineering cultures, and they don’t necessarily want to bring designers along for the ride. You have to learn how to sell to them, and this is going to be a lot of painful conversations.
- Super political organizations. Most people in enterprise have been in it for a very long time, and are good at working the system.
- Columbus, no product roadmap, pivoted without his knowledge, didn’t even know he was addressing a different set of personas. Apptio, a product that takes at least 90 days to light up. Guess A/B testing isn’t work. escrow.com, 21 day transactions. Credit: https://ercerp.wordpress.com/how-long-does-it-take-to-implement-erp/
- We are our own worst enemy. Have to stay at a place long enough to learn the domain so we can be effective, and if you think you’ve accomplished something by being at a company for a year, you’re fooling yourself. We’re typically the one’s calling others because we believe in measurement.
- Custom built solutions within organizations are going away, looking to applications they can implement and get value from, faster. At Apptio, we call it rip and replace. Companies are finding it easier to use SaaS applications that solve most of their needs and can realize business value quickly than building huge applications that take years to complete.
- Companies are stumbling over themselves to get into it. IBM, SAP, Workday. http://www.gartner.com/newsroom/id/1963815
- Money tree dance.
- The iPhone changed everything. Expecting purpose built applications and better holistic experiences. Willing to make tradeoffs if the experience is easier.
- Applications are opening up. Internet of things, web services, services oriented architecture, mobile, virtual workplaces.
- Steve Yegge article, a must read:https://plus.google.com/+RipRowan/posts/eVeouesvaVX
- It’s gotta be top down, and it has to be a vision that can be put into action. Eight Organizational Challenges for UX Professionals - http://www.usabilitycounts.com/2012/05/02/eight-organizational-challenges-for-ux-professionals/. John Maeda, Design in Tech Report http://www.kpcb.com/blog/design-in-tech-report-2015
- The foundation. Don’t hire an agency. Hire in-house designers. 10 to 1 ratios are bad. 5 to 1 ratios are good. Include a design leader that can recruit and sell the idea because they’re going to have to sell it hard.
- Pabini Gabriel-Petit. Hire design leaders that can come in and build a team, and know what the competencies are.
- Five years to build a design culture at most organizations. It’s a lot of small wins instead of a big win that builds trust.
- The profile of who you hire is almost as important. Mix in researchers that are domain experts with designers that come from a consumer background but have dealt with complex workflows. A lot of places had requirements like, “must hire designers with financial software experience” so they get financial software looking stuff.
- Create a culture where designers can learn, fail and grow. Pair them with Subject Matter Experts to learn about the system. Pair them with developers to work collaboratively, which means designers have to be in-house. It’s going to take about a year before you know if they really get it. Set your expectations appropriately.
- Customers are not the users. For enterprise, success is usually considered the sale. Tell Apptio story. Add analytics to the right things. Help. The application. Establish the right metrics, which means iterations. Establish goals.
- This is a culture thing. Change the selling motion by avoiding feature-based selling. Sell the experience and business value, don’t sell to RFP. Teach people about jobs and outcomes, not going straight to the solution without understanding the problem.
- Five years to build a design culture at most organizations. It’s a lot of small wins instead of a big win that builds trust.
- Five years to build a design culture at most organizations. It’s a lot of small wins instead of a big win that builds trust.
- There’s a lot of opportunity in Enterprise, considering the wicked problems we face. Tell content strategy story for Apptio and Carl Chatfield. Tell the story about Jon Fox.
- You’re going to be in a position of weakness and feeling stupid for a long time. Be humble and listen to everyone. Be flexible. Admit lack of knowledge.
- Say you don’t know anything.
- Make a two to three year commitment at a company and become a domain expert. You can’t do good enterprise design working as a consultant. Lost in Translation moments. Marry the problem and find something interesting about it. 30 hours story.
- Tell the “have things, get things” story. Enterprise software companies are very protective of their language. It helps to understand the language, but sometimes the users don’t even understand it.
- Data Visualization Guidelines story.
- Data Visualization Guidelines.
- http://www.uie.com/brainsparks/2015/05/20/uietips-designing-without-a-designer/ Designing without a designer. You won’t be able to design everything because you’ll constantly be resource constrained. Turn the developers into designers. Develop a lot of system patterns they can use and teach them how to design. We have a data visualization guidelines document that’s much shorter than reading a Stephen Few book, and much more prescriptive. User researchers can also be used in innovative ways.
- Break out the problems in smaller chunks and even propose smaller applications. Think configurable, not customizable. We do a lot of one day workshops.
- Customer. SmartSheet, Zip Recruiter, Yammer, Trello, Asana, Slack. We call it looking for the rouge analyst that doesn’t want to work with IT. You’ll learn more about the customer at a smarter scale, and the bottom up approach becomes very social.
- Look at smaller flows and look at longer journeys. Develop metrics and outcomes you want achieve. Jobvite, 85 clicks to 45 clicks.