0
UXtf 
Enterprise 
vs. 
Consumer 
(-Software) 
Thomas Fischer Adobe Systems
UXtf 
Culture 
Clash 
Thomas Fischer Adobe Systems
UXtf 
What 
Thomas Fischer Adobe Systems
UXtf 
Why 
Thomas Fischer Adobe Systems
UXtf 
Who 
Thomas Fischer Adobe Systems
UXtf 
1. Status Quo 
2. Understand 
3. Learn 
4. Do 
Thomas Fischer Adobe Systems
UXtf 
1. Status Quo 
2. Understand 
3. Learn 
4. Do 
Thomas Fischer Adobe Systems
UXtf 
Thomas Fischer Adobe Systems
UXtf 
Thomas Fischer Adobe Systems
UXtf 
Thomas Fischer Adobe Systems
UXtf 
Cut 
Thomas Fischer Adobe Systems
UXtf 
Thomas Fischer Adobe Systems
UXtf 
Thomas Fischer Adobe Systems
UXtf 
Thomas Fischer Adobe Systems
UXtf 
Thomas Fischer Adobe Systems
UXtf 
Thomas Fischer Adobe Systems
UXtf 
Thomas Fischer Adobe Systems
UXtf 
Thomas Fischer Adobe Systems
UXtf 
Thomas Fischer Adobe Systems
UXtf 
4 global brands 
IBM $100b | 430k 
Microsoft $70b | 90k 
Oracle $36b | 100k 
SAP $13b | 50k 
. . . 
Adobe $4b | 10k ...
UXtf 
Analytics 
Reporting 
Visualization 
ERP 
CMS 
CRM 
BI 
... 
Thomas Fischer Adobe Systems
UXtf 
“If you work at a big company 
and you’ve ever had to do something that should be simple, 
like file an expense repo...
UXtf 
Khoi Vinh in “If It Looks Like a Cow, Swims Like a Dolphin and 
Quacks Like a Duck, It Must Be Enterprise Software” ...
UXtf 
1. Status Quo 
2. Understand 
3. Learn 
4. Do 
Thomas Fischer Adobe Systems
UXtf 
Enterprise 
Demo 
Thomas Fischer Adobe Systems
UXtf 
Experiences? 
– Trouble to find the right business travel website 
– Grab the phone to generate security code 
– Dif...
UXtf 
30 min to >24 h 
Thomas Fischer Adobe Systems
UXtf 
$5m 
Thomas Fischer Adobe Systems
UXtf 
“How can they 
honestly charge 
that much 
for something 
so horrible?” 
Nate Klaiber’s comment on a 37signals post ...
UXtf 
Large Enterprises 
Software Vendors 
Enterprise Software 
Thomas Fischer Adobe Systems
UXtf 
Large Enterprises 
+ buy their Enterprise Software through IT (not the users) 
+ don’t spend their own money (but “b...
UXtf 
Software Vendors 
+ build the solution according to Enterprise’s feature lists 
+ have average 6-12m sales cycles (e...
UXtf 
Enterprise Software 
+ is purchased by large Enterprises (not the users) 
+ is picked based on features list (and de...
UXtf 
(...) organizations which design systems (...) 
are constrained to produce designs 
which are 
copies of the communi...
UXtf 
Enterprise 
Software 
= 
Everything to 
Everyone 
Thomas Fischer Adobe Systems
UXtf 
Goal setting 1: 
Consumer 
Demo 
(Desktop) 
Thomas Fischer Adobe Systems
UXtf 
1. Status Quo 
2. Understand 
3. Learn 
4. Do 
Thomas Fischer Adobe Systems
UXtf 
Thomas Fischer Adobe Systems
UXtf 
The (Enterprise-) User 
– ‘s brain is lazy by nature 
– needs to accomplish complex tasks in multiple steps 
– has l...
UXtf 
Any Tool 
– must be self-explaining and smart 
– must provide orientation and guidance 
– has to perform time & cost...
UXtf 
Any Tool 
– must be self-explaining and smart 
– must provide orientation and guidance 
– has to perform time & cost...
UXtf 
“Even a coffee mug has a UX we associate with.” 
(2000) 
Thomas Fischer Adobe Systems
UXtf 
“As the technology matures, it becomes less and less relevant.” 
(1998) 
Thomas Fischer Adobe Systems
UXtf 
Goal setting 2: 
Consumer 
Demo 
(Mobile) 
Thomas Fischer Adobe Systems
UXtf 
Thomas Fischer Adobe Systems
UXtf 
4 min 
Thomas Fischer Adobe Systems
UXtf 
$0 
Thomas Fischer Adobe Systems
UXtf 
1. Status Quo 
2. Understand 
3. Learn 
4. Do 
Thomas Fischer Adobe Systems
UXtf 
Needs & Goals 
Feedback 
Context 
Mental Models 
Motivation (Gamification?) 
Social & Multi-screen 
Premium for less...
UXtf 
UXtf 
Thomas Fischer Adobe Systems 
Thanks!
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Culture Clash – Enterprise vs. Consumer (Software)

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Transcript of "Culture Clash – Enterprise vs. Consumer (Software)"

  1. 1. UXtf Enterprise vs. Consumer (-Software) Thomas Fischer Adobe Systems
  2. 2. UXtf Culture Clash Thomas Fischer Adobe Systems
  3. 3. UXtf What Thomas Fischer Adobe Systems
  4. 4. UXtf Why Thomas Fischer Adobe Systems
  5. 5. UXtf Who Thomas Fischer Adobe Systems
  6. 6. UXtf 1. Status Quo 2. Understand 3. Learn 4. Do Thomas Fischer Adobe Systems
  7. 7. UXtf 1. Status Quo 2. Understand 3. Learn 4. Do Thomas Fischer Adobe Systems
  8. 8. UXtf Thomas Fischer Adobe Systems
  9. 9. UXtf Thomas Fischer Adobe Systems
  10. 10. UXtf Thomas Fischer Adobe Systems
  11. 11. UXtf Cut Thomas Fischer Adobe Systems
  12. 12. UXtf Thomas Fischer Adobe Systems
  13. 13. UXtf Thomas Fischer Adobe Systems
  14. 14. UXtf Thomas Fischer Adobe Systems
  15. 15. UXtf Thomas Fischer Adobe Systems
  16. 16. UXtf Thomas Fischer Adobe Systems
  17. 17. UXtf Thomas Fischer Adobe Systems
  18. 18. UXtf Thomas Fischer Adobe Systems
  19. 19. UXtf Thomas Fischer Adobe Systems
  20. 20. UXtf 4 global brands IBM $100b | 430k Microsoft $70b | 90k Oracle $36b | 100k SAP $13b | 50k . . . Adobe $4b | 10k Thomas Fischer Adobe Systems
  21. 21. UXtf Analytics Reporting Visualization ERP CMS CRM BI ... Thomas Fischer Adobe Systems
  22. 22. UXtf “If you work at a big company and you’ve ever had to do something that should be simple, like file an expense report, make changes to your salary withholdings or book a business trip then you’ve probably encountered these confounding user experiences. And you probably cursed out loud.” Khoi Vinh in “If It Looks Like a Cow, Swims Like a Dolphin and Quacks Like a Duck, It Must Be Enterprise Software” Thomas Fischer Adobe Systems
  23. 23. UXtf Khoi Vinh in “If It Looks Like a Cow, Swims Like a Dolphin and Quacks Like a Duck, It Must Be Enterprise Software” Thomas Fischer Adobe Systems
  24. 24. UXtf 1. Status Quo 2. Understand 3. Learn 4. Do Thomas Fischer Adobe Systems
  25. 25. UXtf Enterprise Demo Thomas Fischer Adobe Systems
  26. 26. UXtf Experiences? – Trouble to find the right business travel website – Grab the phone to generate security code – Different types of search? Confused by red warnings .. – No fares visible when doing the schedule-search – One step back? Need to redo the whole process – Switch OS, start different browser & site for TA – Fill out ugly form, send it, wait for manager’s permission – Go back to business travel website, redo the process, book – Print ticket, go to printer, get the ticket, fold it, don’t forget it – ... Thomas Fischer Adobe Systems
  27. 27. UXtf 30 min to >24 h Thomas Fischer Adobe Systems
  28. 28. UXtf $5m Thomas Fischer Adobe Systems
  29. 29. UXtf “How can they honestly charge that much for something so horrible?” Nate Klaiber’s comment on a 37signals post Thomas Fischer Adobe Systems
  30. 30. UXtf Large Enterprises Software Vendors Enterprise Software Thomas Fischer Adobe Systems
  31. 31. UXtf Large Enterprises + buy their Enterprise Software through IT (not the users) + don’t spend their own money (but “budget”) + are used to spend huge amounts of money for SW + want a features list to be fulfilled (not use-cases) + are more likely to be conservative + tend to watch what the competition has bought = rarely buy software twisted for their special uses for multiple users Thomas Fischer Adobe Systems
  32. 32. UXtf Software Vendors + build the solution according to Enterprise’s feature lists + have average 6-12m sales cycles (e.g. CMS) + deal with long periods between moments of truth (avg. 5y) + customer feedback provided by Sales (not end users) = rarely sell super expensive software twistable for multiple uses & multiple users Thomas Fischer Adobe Systems
  33. 33. UXtf Enterprise Software + is purchased by large Enterprises (not the users) + is picked based on features list (and demos/POCs) + is built enhanced according to that + needs to fulfill complex security req. (sensitive data) + needs to be integrated into huge & grown infrastructures + should ideally work for power-users AND newbies = gets more and more twisted for special uses and for multiple users Thomas Fischer Adobe Systems
  34. 34. UXtf (...) organizations which design systems (...) are constrained to produce designs which are copies of the communication structures of these organizations. Conway’s law (1968) Thomas Fischer Adobe Systems
  35. 35. UXtf Enterprise Software = Everything to Everyone Thomas Fischer Adobe Systems
  36. 36. UXtf Goal setting 1: Consumer Demo (Desktop) Thomas Fischer Adobe Systems
  37. 37. UXtf 1. Status Quo 2. Understand 3. Learn 4. Do Thomas Fischer Adobe Systems
  38. 38. UXtf Thomas Fischer Adobe Systems
  39. 39. UXtf The (Enterprise-) User – ‘s brain is lazy by nature – needs to accomplish complex tasks in multiple steps – has limited time and does multiple things at a time – is egoistic and graviates to beauty – is thinking of something different (shopping, sex etc.) – is distracted by people, noise, telephone etc. – does mistakes – intuively follows his/her mental models – ... Thomas Fischer Adobe Systems
  40. 40. UXtf Any Tool – must be self-explaining and smart – must provide orientation and guidance – has to perform time & cost efficient – should make the user fall in love it (so he/she returns) – must help the user to focus and stay consistent – should enable the user to be flexible (time, location) – must prohibit mistakes and let users correct them – should look&feel “familiar” – ... Thomas Fischer Adobe Systems
  41. 41. UXtf Any Tool – must be self-explaining and smart – must provide orientation and guidance – has to perform time & cost efficient – should make the user fall in love it – must help the user to focus and stay consistent – should enable the user to be flexible (time, location) – must prohibit mistakes and let users correct them – should look&feel “familiar” – ... The (Enterprise) User – ‘s brain is lazy by nature – needs to accomplish complex tasks in multiple steps – has limited time and does various things at a time – is egoistic and graviates to beauty – is thinking of something different (shopping, sex etc.) – is distracted by people, noise, telephone etc. – does mistakes – intuively follows his/her mental models – ... Thomas Fischer Adobe Systems
  42. 42. UXtf “Even a coffee mug has a UX we associate with.” (2000) Thomas Fischer Adobe Systems
  43. 43. UXtf “As the technology matures, it becomes less and less relevant.” (1998) Thomas Fischer Adobe Systems
  44. 44. UXtf Goal setting 2: Consumer Demo (Mobile) Thomas Fischer Adobe Systems
  45. 45. UXtf Thomas Fischer Adobe Systems
  46. 46. UXtf 4 min Thomas Fischer Adobe Systems
  47. 47. UXtf $0 Thomas Fischer Adobe Systems
  48. 48. UXtf 1. Status Quo 2. Understand 3. Learn 4. Do Thomas Fischer Adobe Systems
  49. 49. UXtf Needs & Goals Feedback Context Mental Models Motivation (Gamification?) Social & Multi-screen Premium for less Recognition value / Leitmotif Consistency & Brand Rdctn & Personalisation ROI Thomas Fischer Adobe Systems
  50. 50. UXtf UXtf Thomas Fischer Adobe Systems Thanks!
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