User experience for enterprise.

1. User Experience for Enterprise

2. HELLO!My name is
Nigel HudsonDirector, Experience Architecture

3. This is why I work here...
A Partner Capable of Navigating the Integrated Digital Space
User Experience
Creative Digital Agency
Application Development
Extensive Enterprise Technical Acumen
+

4. What is user experience?

5. What is User Experience?
Customer
Experience
(CX)
User
Experience
(UX)
CX encompasses the overall interactions a
person has with your brand. From brand
perception, awareness, discovery, attraction,
interaction, purchase, use, cultivation and
advocacy.
UX is specific to the ‘User’ in the terms of digital
and non-digital properties of your brand. It is the
design, measurement and optimization of the
interaction a person has with your properties
and engagement channels.
Company Vision, Business Strategy, Marketing Direction,
Product Design & Management
Digital Marketing Channels, Digital Products, Workforce Tools &
Automation, In-Store Digital Experience and POS

6. Source: 2015 Information Architects
Impactful User Experience is a marriage of
Business, Technology and Design
Spectrum of User Experience

7. Layers of User Experience
Visual & Motion Design
Content & Messaging
UI Patterns & Interaction
Architecture & Navigation
Business & Functional Requirements
User Goals & Needs
Research & Planning
Creative Digital Translation, Theme and Animation
Key Messaging, Copywriting & Tone, Experiential Content
User Interface, Interaction Design, Prototypes and
User testing
Information Architecture, User Flow, Navigation Structure, Sitemap
Business rules, objectives, functional requirements, platform
considerations and constraints, agile user stories.
Personas, User objectives, needs, goals , KPI and conversions
Experience Road mapping, Journey Mapping, Experience Mapping, User
Types, Personas, Web Analytics, Heuristic and Competitive Analysis,
User Interviews and User Testing,
Company Vision
Digital Strategy
Journey / Opportunity
Mapping
Business Objectives
Technical Architecture
CONSULTING: DESIGN:
START
Consulting
Design

8. User Experience for Enterprise

9. “You have to start with the customer
experience and work backwards to the
technology”
- Steve Jobs, Co-Founder and CEO Apple Inc (1997)
“Experience First!”
- Mark Templeton, Citrix CEO (2014)
Consumer Space Enterprise Space
User Experience Adoption

10. We’re seeing that in order to compete effectively,
businesses need digital skills not just in marketing and
in sales but, increasingly, in operations and across the
whole value chain.
The digital challenge
If you apply that automation potential throughout the
value chain—and this would include functions like HR
and finance and operations—you see there are sizable
opportunities to reduce costs. In fact, we found on
average across ten sectors that companies could cut
costs by around 9 percent.
…they need to take an end-to-end view, ensuring that
customers receive a joined-up experience from end to
end and that all functions are working together.
The Digital Enterprise
The digital value
Becoming a digital Enterprise
The digital Enterprise opportunities
http://www.mckinsey.com/insights/business_technology/bullish_on_digital_mckinsey_global_survey_results
http://http://www.mckinsey.com/insights/business_technology/the_digital_enterprise
“”

11. Benefits of Experience Design
Smart
Investments
Understand what you need
before you need it. Make
smarter investments from IT
infrastructure to marketing
costs.
Effective
Applications
Don’t just build or
implement software,
research, plan, measure
and iterate.
Business
Efficiencies
Optimal experiences
promote business
efficiencies from back off to
the front office.
Customer/Employee
Loyalty and satisfaction lead to
increased sales and positive work
culture respectively. Both have
impacts to the bottom line.
Minimize rework,
customer/employee support,
manual processes, 3rd
party
vendors, time spent, effort
allocated, resources…
Reduced Costs

12. Enterprise Application of Experience Design
Business Process and
Mobilization
Business to Business (B2B)
Management and Commerce
Work Flow, Mobilization, System
Integrations, Business Portals,
Custom Applications
Sales Tools, Client/Account
Relations Management and
Commerce
• Workflow Optimization and Automation
• Workforce Collaboration
• Improved Communication
• User Adoption
• Personalization
• Positive Cultural Perception
• Leverage Mobile for Efficiencies
• Less Technical Support
• Sales Optimization and Automation
• Integrated CRM activities
• Self Serve Configuration tools
• Customer Calculators and Tools
• Improved Communications
• Ease of Commerce
• Personalization
Commercial Enterprise Product
Planning and Design
• Customer / Experience First Approach
• Prioritized Development Roadmaps
• Iterative Feature Rollout
• Competitive Advantaged
• Less Customer Support Time
• Increased Product Perception & Advocacy
• Technical Architecture Line of Sight

13. Enterprise and a Culture of Experience
Drive company and product
strategy through customer
and/or employee insights.
Apply design thinking approach
company wide to drive
innovation and make optimal
investments.
Increase customer or employee
loyalty and satisfaction through
irresistible experiences.
A necessary change in thinking…
“Beyond the UX tipping point” by Jared m Spool.
Recommended Reading:
https://medium.com/uie-brain-sparks/beyond-the-ux-tipping-point-ac5ee6c4a7e2​

14. Existing State Future State
Transport Canada
Professional services for the assessment of business processes, user experience and technology to
provide a strategic mobilization roadmap for in-field Safety and Security Inspectors.
Workforce Modernization through Digital & Mobilization
• Outdated D es ktop Us er Interfaces
• Paper Proces s
• D uplicate Entry
• Online Only Acces s
• Legacy Infras tructure and User Interface
• Fragmented Proces s es & Uns tructured D ata
• Streamlined Workflows that Leverage Mobile Technology
• Mobile Friendly Us er Interfaces
• Paperles s Process
• Single Entry point
• Offline Acces s , Caching and Synchronization
• Integration with Legacy Infras tructure
• Influence Bus ines s Proces s & IT Strategy
Digital ExperienceLegacy Applications & Process
Private

15. • Increase user adoption and engagement
• Reduce reliance on email
• Facilitate user-to-user communications
and collaboration
• Strengthen the NYULMC community and
culture
• Provide accessibility to content from
anywhere
• Address department “silo” issue by
improving transparency
Employee Portal Effectiveness
Private

16. How we do it?

17. UX Process – A Snap Shot
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Program Overview
Opportunity mapping to prioritize investments and
maximized ROI
Discovery and Planning Planning
Consensus through wireframes,
prototypes and user testing
Rapid Visualization Visual Design & Communication
Visual appeal and communications of
brand and user objective through static
design and motion graphics

18. Experience Services Across Digital
Strategy & Digital
Planning
Goals & KPI’s
Audience Analysis
Journey Mapping
Experience Mapping
Opportunity Roadmap
Rapid Prototyping
Lean User Testing
Technologies &
Platforms
Technology Selection
Ecommerce
CMS
Portals
Omni-Channel
Adaptive & Responsive
Mobile App Integration
Experience
Design
Creative Design
Content Creation
Rich Content
Localization
Personalization
User Interface
User Testing
Experience
Optimization
Experience Analytics
Web Analytics
User Testing
SEO/SEM
Social Commerce
Behavioral Remarketing
Campaign Integration
Experience
Management
Experience Program
Management
Governance
Experience can be incorporated across the digital spectrum

19. How we do it
UX Process and Components
Research &
Discovery
•Stakeholder/User Interviews
•UX Workshops
•Personas
•Use Cases and Scenarios
•Task Analysis
•Experience / User Journey
Mapping
•Eco system Map
•Audience Analysis
•Competitive Analysis
•Heuristic Evaluations
•User Testing
•Key Performance Indicators
•Experience Planning
Concept &
Planning
•Story Boards
•User flows
•Card Sorting
•Content Audit
•Content Planning
•Component Planning
•UI Sketches
•UI Wireframes
•Prototyping & Lean Testing
•Technical Exploration
•Business & UX Requirements
•Solution Brief
•User Stories
Architecture &
Design
•Site Mapping
•Component Mapping
•Content Mapping
•Creative Design
•Creative Style Guide
•Taxonomies
•UI Wireframes
•UI Prototypes
•Functional Requirements
•Agile Development
•Lean User Testing
•Iteration
Experience
Management
•UX Governance
•UX Program
•Analytics Analysis
•UX Analytics
•A/B Testing
•User Testing
Discover & Prioritize
Opportunities
Validate & Plan
Opportunities
Design, Refine & Build Manage & Optimize
Lean UX

20. Beacon Technology
Demonstration

21. Commonly used in retail but spreading to other use cases, beacons provide new contextual mobile
interactions, from proximity marketing to contactless payments to in-venue analytics.

22. Beacon Capability Overview
Mobile Device Connectivity
• Can detect beacons even when the app is not running and phone is locked.
• Can send notifications to user on region entry and exit.
• The mobile app can trigger other events, e.g. display message on external screen.
Region monitoring
• Beacons can detect the proximity or region of a device to beacon.
• When a companion mobile app is running, the app can estimate distance to beacons.
• Additional beacons can triangulate device position and is some cases even elevation.
Additional Functionality
Depending on the beacon technology, additional features can be leveraged such as,
• temperature
• accelerometer sensors
• facilitate communication between secondary screens and mobile devices
• control other switches, motors, e.g. open a car trunk, turn on lights, etc.
• Phone Data (user permission)

23. Thank you