enterprise ux - the "next" last frontier

Patrick Neeman, Director of Product Design, Apptio @usabilitycounts | www.usabilitycounts.com

Enterprise UX

The next “last” frontier{

@usabilitycounts #uxss

DisclaimerNo animals were harmed and multiple copyrights were probably grossly violated in the creation of this presentation. Please don’t sue me.

@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

@usabilitycounts #uxss

What is enterprise software?

@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

“

@usabilitycounts #uxss

What most Enterprise Software looks like

@usabilitycounts #uxss

Why do designers avoid it?

@usabilitycounts #uxss

Incredibly tough domains

@usabilitycounts #uxss

Absolutely no user empathy

@usabilitycounts

Engineering cultures

@usabilitycounts #uxss

Game of Thrones

@usabilitycounts

Extreme UX and Technical Debt

@usabilitycounts #uxss

Super long user journeys

ERP Implementation Journey

560 DaysJourney to America

70 Days

@usabilitycounts #uxss

DADD DesignerAttentionDeficitDisorder

@usabilitycounts #uxss

Why should designers care about Enterprise Software?

@usabilitycounts #uxss

It’s a money thing

@usabilitycounts

Why Enterprise SaaS Software?

According to the Gartner Group

$10.0B2010 actual

$22.1B2015 estimate

@usabilitycounts

@usabilitycounts #uxss

…and enterprise companies are now getting it.

@usabilitycounts #uxss

Users (and customers) are expecting better experiences

@usabilitycounts #uxss

Changing attitudes of buy versus rent

iTunes

BuySpotify

Rent

@usabilitycounts

Service oriented architectures and Internet of Things

@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

“

@usabilitycounts #uxss

How do companies conquer enterprise User Experience?

@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

“

@usabilitycounts #uxss

Invest in design

@usabilitycounts #uxss

There are no UX Designers. How do you hire?

User Researchand 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

InteractionDesign

Designing interactive behaviors with a specific focus on

their use

VisualDesign

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/

@usabilitycounts #uxss

IxD FE FE

Then: Design and Implementation50:1 Ratio

MGR

IxD IxD IxD VxD VxD CS CS RS

DIR Intern

Now: Design and Research 8.5:1 Ratio

@usabilitycounts #uxss

Change your hiring target Don’t hire enterprise people

@usabilitycounts #uxss

Bring designers along for the ride

@usabilitycounts #uxss

Adopt a usage based-culture

@usabilitycounts

Get away from the feature checklist

@usabilitycounts #uxss

Be patient with the journey

@usabilitycounts #uxss

5 Year Journey

Apptio is here

Been at Apptio this longDesigners start “getting” it

@usabilitycounts #uxss

Blaze trails.

@usabilitycounts #uxss

How do designers conquer enterprise User Experience?

@usabilitycounts #uxss

Listen

@usabilitycounts #uxss

• Internet Postage • Consumer Escrow • Prescription Drug Price

Comparison Engine • Human Capital

Management • Advertising Technology • Information Technology

Spend

@usabilitycounts #uxss

Fall in love with the domain

@usabilitycounts

Go Fisher Price.

@usabilitycounts #uxss

Bring the company along for the ride

@usabilitycounts #uxss

@usabilitycounts #uxss

Pick your spots

@usabilitycounts #uxss

Think small

@usabilitycounts

Interview the users, andthen aim for a “different” one

@usabilitycounts #uxss

Measure, measure, measure

@usabilitycounts #uxss

Remember, we’re all “Consumers”

Patrick Neeman, Director of Product Design, Apptio @usabilitycounts | www.usabilitycounts.com

Thank you!