OPPORTUNITIES AND CHALLENGES IN ENTERPRISE UX DESIGN

Baruch Sachs@basachs

Senior Director UX, Pegasystems

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

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.

It does not matter if you are right.

….It matters that you are helpful.

UNDERSTANDING ENTERPRISE UX

Challenges of working in Enterprise UX

Engineering centricity

Political

Does not always attract the best talent

Mistrust between business and IT

Captive Audiences

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

What should design measure?

Usability. Delight.

Conformance.

Meeting business goals.

User adoption.

Delivering a product.

PRINCIPLES OF SUCCESSFUL UX:

Bring clarityKeep the user in controlSimplifyRespect contextBe consistentProvide obvious primary actionGuide the userDelight the user

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

Strategic UX

Navigation Structure

Data Architecture

Information Design

Layout Structure

Tactical UX

Visual Design

Labeling

Alignment

Inconsistencies

Branding Data Integrity

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

Standard UI Solutions

• User Personalization

• Conditional UI

• Interaction Techniques

Less Chance in the Enterprise World for any of these solutions to be acceptable

Intent-Driven UI Design

A foundation for successful UXFunctional

specsInformation architecture

Interaction design

User interface

design

Graphical design

Usability testing

Persona

Action

Expected outcome

Irrelevant

How do we know this is the best action to take?

Classic “User Story”

As a ________ I want to ________ So that ________

Too many assumptions!

Expected outcome

Motivation

Situation

When ________ I want to ________ So I can ________

“Job Story”

UI/UX is a Great Leveler

100% Attendance

Technical Architecture

Performance

Functional Requirements

UI/UX

25%

25%

50-75%

People show up to UI meetings…

they always have an opinion

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

Most transformational, enterprise software projects look to Staff Reduction as one of the main drivers of ROI….

….thats just dead wrong.

Simple is not so Simple to Achieve

Backend is a mess, so your front end suffers

Performance

Ability to massage data

Interaction behavior

This is where a lot of projects give up….and adopt a “best we can” mentality

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.

WHY?

$ +

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

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

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

“Our UX and construction teams are not producing the results we need at the

speed required to be successful.”

Discovery Process

User Experience

Construction

Findings

Conflicting Priorities

Limited transparency

Key point of scope expansion

Not aligned to construction dates

No established revision cycleNot included in iteration planning Approaching UI

on a “screen” basis

No plans for Design Validation /Usability Testing

User Experience

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 UXCoping with technical cost of UX design

Coping with iteration scope vs delivery dates

Construction

Common Themes

UX/Iteration PrioritizationTransparency Collaboration

Cross-team Tech Knowledge Gap

Not all work-stream level issues…

Lets talk to more people…

User Experience

Construction

Solution Owners

Business System Analysts

Business Design

Findings

Limited Tech expertise included in ideation

Little focus on iterative design

Solution owners (SO) over-capacitated

SO wants Agile adoption but, needs guidanceBDT; heavy reliance on UX team during ideation

BDT; Focused on strategy, not execution

BDT; Little concern for construction timeline

Business Design, Solution Owners

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

Recommendation One

Adds transparency to UX work-stream

Helps to solve prioritization issues

Supports BSA/Construction/UX collaboration

Implement and Enforce UX Backlog

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

Recommendation Three

Validates alignment of UX needs and business goalsRaises UX deciencies, misalignments before investment in

construction MAXIMIZES CHANCES OF USER ADOPTION!

Create Plan for Design Validation

Usability Testing

Recommendation Four

UX BSAEmbedded and

Productive

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

Everyone agrees upon where we want to go…

How do we get there?

?? ?

? ?

UX Solution Owner

Governance over Process & Deliverables

SME Guidanceto Handle Ambiguity

UI Subject Matter

Expertise

UX Design Support

UI Cong Support

UX Support for BDT Ideation

Manages balance of UX, Business and IT

Responsible for Work-stream performance

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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