UX behind the firewall: Designing engaging experiences for employees

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While UX is having a great impact in the consumer-facing space, "cubeland" has remained the place that UX goes to die. By aiming to deliver enterprise solutions that surprise and delight, UX can deliver much-needed business benefits. Presented by James Robertson at the VanUE meeting in Vancouver, October 2013.

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UX behind the firewall: Designing engaging experiences for employees

  1. 1. UX behind the firewall: Designing engaging experiences for employees James Robertson, Step Two Designs jamesr@steptwo.com.au // @s2d_jamesr Step Two Designs (www.steptwo.com.au) October 2013
  2. 2. UX is becoming a strategic player in modern organisations Step Two Designs (www.steptwo.com.au) October 2013
  3. 3. … but it hasn’t yet fully tackled the labyrinthine hell that is … Step Two Designs (www.steptwo.com.au) October 2013
  4. 4. Step Two Designs (www.steptwo.com.au) October 2013
  5. 5. … where UX goes to die Step Two Designs (www.steptwo.com.au) October 2013
  6. 6. A wave of change is finally coming to organisations Step Two Designs (www.steptwo.com.au) October 2013
  7. 7. UX now offers the best opportunity for business benefits Step Two Designs (www.steptwo.com.au) October 2013
  8. 8. We can now deliver great solutions for staff Step Two Designs (www.steptwo.com.au) October 2013
  9. 9. Solutions that Surprise Delight Step Two Designs (www.steptwo.com.au) October 2013
  10. 10. store.steptwo.com.au Step Two Designs (www.steptwo.com.au) October 2013
  11. 11. Four principles of delight Step Two Designs (www.steptwo.com.au) October 2013
  12. 12. Generate an emotional response Make things simpler Use technology in smart ways Put people at the centre Step Two Designs (www.steptwo.com.au) October 2013
  13. 13. Generate an emotional response Step Two Designs (www.steptwo.com.au) October 2013
  14. 14. GE Step Two Designs (www.steptwo.com.au) October 2013
  15. 15. Kiwibank Step Two Designs (www.steptwo.com.au) October 2013
  16. 16. Bupa Australia Step Two Designs (www.steptwo.com.au) October 2013
  17. 17. Virgin America Step Two Designs (www.steptwo.com.au) October 2013
  18. 18. Virgin America Step Two Designs (www.steptwo.com.au) October 2013
  19. 19. Calgary Board of Education Step Two Designs (www.steptwo.com.au) October 2013
  20. 20. Calgary Board of Education Step Two Designs (www.steptwo.com.au) October 2013
  21. 21. Make things simpler Step Two Designs (www.steptwo.com.au) October 2013
  22. 22. Mayo Clinic Step Two Designs (www.steptwo.com.au) October 2013
  23. 23. Mayo Clinic Step Two Designs (www.steptwo.com.au) October 2013
  24. 24. Mayo Clinic Step Two Designs (www.steptwo.com.au) October 2013
  25. 25. PwC Australia Step Two Designs (www.steptwo.com.au) October 2013
  26. 26. PwC Australia Step Two Designs (www.steptwo.com.au) October 2013
  27. 27. IMF Step Two Designs (www.steptwo.com.au) October 2013
  28. 28. Use technology in smart ways Step Two Designs (www.steptwo.com.au) October 2013
  29. 29. Coca-cola Enterprises Step Two Designs (www.steptwo.com.au) October 2013
  30. 30. Coca-cola Enterprises Step Two Designs (www.steptwo.com.au) October 2013
  31. 31. Coca-cola Enterprises Step Two Designs (www.steptwo.com.au) October 2013
  32. 32. Coca-cola Enterprises Step Two Designs (www.steptwo.com.au) October 2013
  33. 33. Coca-cola Enterprises Step Two Designs (www.steptwo.com.au) October 2013
  34. 34. Coca-cola Enterprises Step Two Designs (www.steptwo.com.au) October 2013
  35. 35. BARCLAYS BANK 165,000 staff, with20,000in customer-facing roles Step Two Designs (www.steptwo.com.au) October 2013
  36. 36. Barclays Bank Step Two Designs (www.steptwo.com.au) October 2013
  37. 37. Barclays Bank Step Two Designs (www.steptwo.com.au) October 2013
  38. 38. Barclays Bank Step Two Designs (www.steptwo.com.au) October 2013
  39. 39. 22% increase in employee engagement Increase in colleague satisfaction to 97% 50% decrease in complaints relating to staff knowledge 2% increase in net promoter score (NPS) 500% increase in run rate of customer digital product registrations £1 million in avoided costs due to staff ideas Step Two Designs (www.steptwo.com.au) October 2013
  40. 40. Put people at the centre Step Two Designs (www.steptwo.com.au) October 2013
  41. 41. Stockland Step Two Designs (www.steptwo.com.au) October 2013
  42. 42. Stockland Step Two Designs (www.steptwo.com.au) October 2013
  43. 43. Stockland Step Two Designs (www.steptwo.com.au) October 2013
  44. 44. IDEO Step Two Designs (www.steptwo.com.au) October 2013
  45. 45. Organisations need help! Step Two Designs (www.steptwo.com.au) October 2013
  46. 46. UX holds the key Step Two Designs (www.steptwo.com.au) October 2013
  47. 47. Let’s get organisations fixed! Step Two Designs (www.steptwo.com.au) October 2013
  48. 48. www.steptwo.com.au/papers The single largest collection of free intranet resources in the globe, browse for answers on every topic! www.steptwo.com.au/subscribe We publish two new articles every month; sign up for the monthly newsletter to make sure you don’t miss out Get in touch Email: jamesr@steptwo.com.au Twitter: @s2d_jamesr Step Two Designs (www.steptwo.com.au) October 2013

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