Digital Summit Denver 2015: Enterprise User Experience | Margaret Bossen, RBA
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The document discusses the importance of improving user experience (UX) within large organizations by understanding users' needs and challenges. It highlights the necessity of user-centered design principles and methods, such as user research and prototyping, to enhance productivity and engagement. Additionally, it emphasizes starting with manageable goals and incrementally building towards more complex solutions to drive innovation and satisfaction.
Digital Summit Denver 2015: Enterprise User Experience | Margaret Bossen, RBA
- 1. Enterprise User Experience: Making Sense of UX in Large Organizations June 17, 2015 @rbaconsulting www.rbaconsulting.com blog.rbaconsulting.com
- 2. A Digital and Technology Consultancy Enterprise UX Enterprises employees, customers, and managers often have experiences that are tedious, fragmented, complicated, and just plain awful. What can be done to make these experiences better?
- 3. A Digital and Technology Consultancy Today’s Topics UX Basics Enterprise UX: Objectives & Challenges The Enterprise User: Learning from Distributed and Specialized Users Design Challenges: Designing for Complex Systems
- 4. A Digital and Technology Consultancy User Experience: What is it?
- 5. A Digital and Technology Consultancy What is UX? USER EXPERIENCE The quality of the interactions people have with technology. A professional field that employs the principles and techniques of User Centered Design.
- 6. A Digital and Technology Consultancy What is UXD? USER EXPERIENCE DESIGN A philosophy that places the people who will be using what we are creating at the center of attention throughout the project. A process that actively seeks out and accounts for users’ cognitive, emotional & behavioral factors.
- 7. A Digital and Technology Consultancy User Centered Design Objectives Understand, empathize with & advocate for the people who actually will use what you’re producing. Design a solution that delivers on user needs while balancing other priorities. UX UX
- 8. A Digital and Technology Consultancy But, what does UX actually do?
- 9. A Digital and Technology Consultancy
- 10. A Digital and Technology Consultancy UX Does All the Things Decrease development time & cost Increase workforce productivity Decrease training & support costs Increase user and customer loyalty Increase customer adoption Improve quality and quantity of leads & communication Decrease bounce rates Make quicker, more informed decisions Increase conversion rates
- 11. A Digital and Technology Consultancy Enterprise UX: Objectives & Challenges
- 12. A Digital and Technology Consultancy Who is Solving Enterprise Problems? In most organizations it is the technology group deciding how to solve the business problem (IT, developers, programmers, etc.) This results in a solid TECHNICAL solution, but does not always deliver a great User Experience.
- 13. A Digital and Technology Consultancy UX in Enterprise Systems How do you get started with UX in large, complicated environments? Start with smaller, truly achievable goals – stretch for the bigger, longer-term, more challenging solutions.
- 14. A Digital and Technology Consultancy Assess the Current Landscape What is the appetite in the organization for UX / UXD? Engaging with users and soliciting User Feedback for a project delivers a more successful solution. The enterprise user is likely a captive audience and will want to be engaged to help create a better experience. Strong results, even incremental ones, can support larger efforts.
- 15. A Digital and Technology Consultancy How do you get started? • Assess the Users: Walk in their shoes • Experiment: “Sandbox” some new ideas for interface or search • Formulate Concepts: Sketch ideas on paper, use whiteboards, post-it notes • Create Rapid Prototypes: Even a simple search box can benefit from a quick “trial run” • Get User Feedback: Show your work early and often
- 16. A Digital and Technology Consultancy The Enterprise User: Learning from people who are extremely distributed and specialized
- 17. A Digital and Technology Consultancy Defining Users
- 18. A Digital and Technology Consultancy User Definition
- 19. A Digital and Technology Consultancy User Research A User-Centered Approach Engage in a variety of research activities that can be applied to virtually any circumstances, timelines, & budgets. Use the research data to deliver actionable recommendations and solid strategies that can drive the direction of the project. UX Tactics & Techniques • Contextual Inquiry (Ethnography) • Interviews • Focus Groups • Surveys • Card Sorting • Usability Testing • Task Analysis • Concept Testing • Tree Testing • Analysis of Web Metrics • Secondary Research
- 20. A Digital and Technology Consultancy Users want to… • Tell you about what’s not working • Help you solve problems • Collaborate • Tie their activities to the company’s success • Become advocates for the business BASICS
- 21. A Digital and Technology Consultancy User Experience needs… • To weigh in on project scope & estimates • Access to users/data • Sustained focus • Collaboration • Iteration • Involvement and buy-in throughout the business BASICS
- 22. A Digital and Technology Consultancy Design Challenges: Designing for Complex Systems
- 23. A Digital and Technology Consultancy Encourage Design Thinking What is Design Thinking? This is about simplicity. It’s about delighting employees, customers and other users. It’s about focusing squarely on the user. It’s about innovation. Traditionally, organizations start with a problem and then race toward a solution, likely ignoring users along the way, or working from “intuition”.
- 24. A Digital and Technology Consultancy Listen. Understand. Act. Build Trust & Credibility Users in this environment were burdened with a clunky, old-school UI with tremendous functional issues.
- 25. A Digital and Technology Consultancy Users First Learn from the user Surprisingly, it was not the interface that users wanted to change. It was simpler elements within the existing site structure. • Lack of help elements • Ability to hyperlink to other pages • Better training on processes
- 26. A Digital and Technology Consultancy Deliver an Exceptional Experience Insights Drive company and product strategy through real-life user insights Innovations Apply a user- centered, creative approach internally and externally to drive innovation Irresistible Experiences Increase user adoption and loyalty through irresistible experiences in everything you deliver
- 27. A Digital and Technology Consultancy Provide an Exceptional Experience to Every User, Every Time Even the most mundane intranet experience can benefit from a user- centered review. 1. Make it Simple 2. Listen Closely 3. Inspire Delight 4. Deliver Unique Value 5. Focus on User Goals
- 28. A Digital and Technology Consultancy Visual Design UX Validation Intranet Project UX Evaluation Design Research UX Strategy Interaction Design
- 29. A Digital and Technology Consultancy Strategic Alignment
- 30. A Digital and Technology Consultancy User Research
- 31. A Digital and Technology Consultancy Audience Definition
- 32. A Digital and Technology Consultancy Content Strategy
- 33. A Digital and Technology Consultancy Interaction Design
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- 36. A Digital and Technology Consultancy A Digital and Technology Consultancy