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Patrick Neeman, Director of Product Design, Apptio
@usabilitycounts | www.usabilitycounts.com
Enterprise
UX
The next 

“last” frontier{
@usabilitycounts #uxss
Disclaimer
No 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 Days
Journey to 

America

70 Days
@usabilitycounts #uxss
DADD
Designer

Attention

Deficit

Disorder
@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
$10.0B

2010 actual
$22.1B

2015 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
Buy
Spotify
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 Research

and 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
Interaction

Design
Designing interactive
behaviors with a
specific focus on
their use
Visual

Design
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 Implementation

50:1 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 long
Designers 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, and

then 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!

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Enterprise UX - The "Next" Last Frontier

Notes de l'éditeur

  1. Audience participation. A lot of designers think they are working on enterprise software, but aren’t really. There’s some kind of collaboration aspect to it.
  2. Supply chain management. Enough said. Most designers avoid enterprise because it’s really hard and they can’t relate to it. Tell “Explaining Apptio to your parents” story.
  3. This is the server farm I have in my place. I have a $100 million IT budget, so I use Apptio. John from IT.
  4. Most enterprise companies have very tough engineering cultures, and they don’t necessarily want to bring designers along for the ride. You have to learn how to sell to them, and this is going to be a lot of painful conversations.
  5. Super political organizations. Most people in enterprise have been in it for a very long time, and are good at working the system.
  6. Columbus, no product roadmap, pivoted without his knowledge, didn’t even know he was addressing a different set of personas. Apptio, a product that takes at least 90 days to light up. Guess A/B testing isn’t work. escrow.com, 21 day transactions. Credit: https://ercerp.wordpress.com/how-long-does-it-take-to-implement-erp/
  7. We are our own worst enemy. Have to stay at a place long enough to learn the domain so we can be effective, and if you think you’ve accomplished something by being at a company for a year, you’re fooling yourself. We’re typically the one’s calling others because we believe in measurement.
  8. Custom built solutions within organizations are going away, looking to applications they can implement and get value from, faster. At Apptio, we call it rip and replace. Companies are finding it easier to use SaaS applications that solve most of their needs and can realize business value quickly than building huge applications that take years to complete.
  9. Companies are stumbling over themselves to get into it. IBM, SAP, Workday. http://www.gartner.com/newsroom/id/1963815
  10. Money tree dance.
  11. The iPhone changed everything. Expecting purpose built applications and better holistic experiences. Willing to make tradeoffs if the experience is easier.
  12. Applications are opening up. Internet of things, web services, services oriented architecture, mobile, virtual workplaces.
  13. Steve Yegge article, a must read:https://plus.google.com/+RipRowan/posts/eVeouesvaVX
  14. It’s gotta be top down, and it has to be a vision that can be put into action. Eight Organizational Challenges for UX Professionals - http://www.usabilitycounts.com/2012/05/02/eight-organizational-challenges-for-ux-professionals/. John Maeda, Design in Tech Report http://www.kpcb.com/blog/design-in-tech-report-2015
  15. The foundation. Don’t hire an agency. Hire in-house designers. 10 to 1 ratios are bad. 5 to 1 ratios are good. Include a design leader that can recruit and sell the idea because they’re going to have to sell it hard.
  16. Pabini Gabriel-Petit. Hire design leaders that can come in and build a team, and know what the competencies are.
  17. Five years to build a design culture at most organizations. It’s a lot of small wins instead of a big win that builds trust.
  18. The profile of who you hire is almost as important. Mix in researchers that are domain experts with designers that come from a consumer background but have dealt with complex workflows. A lot of places had requirements like, “must hire designers with financial software experience” so they get financial software looking stuff.
  19. Create a culture where designers can learn, fail and grow. Pair them with Subject Matter Experts to learn about the system. Pair them with developers to work collaboratively, which means designers have to be in-house. It’s going to take about a year before you know if they really get it. Set your expectations appropriately.
  20. Customers are not the users. For enterprise, success is usually considered the sale. Tell Apptio story. Add analytics to the right things. Help. The application. Establish the right metrics, which means iterations. Establish goals.
  21. This is a culture thing. Change the selling motion by avoiding feature-based selling. Sell the experience and business value, don’t sell to RFP. Teach people about jobs and outcomes, not going straight to the solution without understanding the problem.
  22. Five years to build a design culture at most organizations. It’s a lot of small wins instead of a big win that builds trust.
  23. Five years to build a design culture at most organizations. It’s a lot of small wins instead of a big win that builds trust.
  24. There’s a lot of opportunity in Enterprise, considering the wicked problems we face. Tell content strategy story for Apptio and Carl Chatfield. Tell the story about Jon Fox.
  25. You’re going to be in a position of weakness and feeling stupid for a long time. Be humble and listen to everyone. Be flexible. Admit lack of knowledge.
  26. Say you don’t know anything.
  27. Make a two to three year commitment at a company and become a domain expert. You can’t do good enterprise design working as a consultant. Lost in Translation moments. Marry the problem and find something interesting about it. 30 hours story.
  28. Tell the “have things, get things” story. Enterprise software companies are very protective of their language. It helps to understand the language, but sometimes the users don’t even understand it.
  29. Data Visualization Guidelines story.
  30. Data Visualization Guidelines.
  31. http://www.uie.com/brainsparks/2015/05/20/uietips-designing-without-a-designer/ Designing without a designer. You won’t be able to design everything because you’ll constantly be resource constrained. Turn the developers into designers. Develop a lot of system patterns they can use and teach them how to design. We have a data visualization guidelines document that’s much shorter than reading a Stephen Few book, and much more prescriptive. User researchers can also be used in innovative ways.
  32. Break out the problems in smaller chunks and even propose smaller applications. Think configurable, not customizable. We do a lot of one day workshops.
  33. Customer. SmartSheet, Zip Recruiter, Yammer, Trello, Asana, Slack. We call it looking for the rouge analyst that doesn’t want to work with IT. You’ll learn more about the customer at a smarter scale, and the bottom up approach becomes very social.
  34. Look at smaller flows and look at longer journeys. Develop metrics and outcomes you want achieve. Jobvite, 85 clicks to 45 clicks.