[Srijan Wednesday Webinars] Opportunities and Challenges in Enterprise UX Design
•
3 likes•605 views
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.
Report
Share
[Srijan Wednesday Webinars] Opportunities and Challenges in Enterprise UX Design
- 1. OPPORTUNITIES AND CHALLENGES IN ENTERPRISE UX DESIGN Baruch Sachs @basachs Senior Director UX, Pegasystems
- 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
- 9. What should design measure? Usability. Delight. Conformance.
- 10. Meeting business goals. User adoption. Delivering a product.
- 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
- 13. Strategic UX Navigation Structure Data Architecture Information Design Layout Structure
- 14. Tactical UX Visual Design Labeling Alignment Inconsistencies Branding Data Integrity
- 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
- 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
- 23. Perso na Actio n Expected outcome Irreleva nt How do we know this is the best action to take? Classic “User Story” As a ________ I want to ________ So that ________ Too many assumptions!
- 24. Expected outcome Motivatio n Situatio n When ________ I want to ________ So I can ________ “Job Story”
- 25. UI/UX is a Great Leveler
- 26. 100% Attendance Technical Architecture Performance Functional Requirements UI/UX 25% 25% 50-75% People show up to UI meetings… they always have an opinion
- 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.
- 32. WHY?
- 33. $ +
- 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
- 41. Common Themes UX/Iteration Prioritization Transparency Collaboration Cross-team Tech Knowledge Gap Not all work-stream level issues…
- 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
- 48. Recommendation Four UX BSA Embedded and Productive
- 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
- 50. Everyone agrees upon where we want to go… How do we get there? ?? ? ? ?
- 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