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.
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
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
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
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”
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
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.
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.”
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
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
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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