Taming the Enterprise: Redesigning the Culture of Enterprise Software (from the 2017 IA Summit)

1. Karen VanHouten
UX Therapist
@kvh_ia #tamingtheenterprise

2. R
RESTRICTED
UNDER 17 REQUIRES ACCOMPANYING
PARENT OR ADULT GUARDIAN
ADULT LANGUAGE, VIOLENT CRIMES AGAINST END
USERS, HIGH FRUSTRATION LEVELS, AND
OCCASIONAL ALCOHOL USE
#tamingtheenterprise@kvh_ia

3. witness [wit-nis]
noun
1. a person who sees an event, typically a crime or an accident, take place.
2. evidence or proof.
verb
1. to see, hear, or know by personal presence and perception.
2. to give or serve as evidence of, testify to.
#tamingtheenterprise@kvh_ia

4. 2 0 0 6 - 2 0 1 2
(THE ORGANIZATION IS A COLLECTION OF CLUSTER F##CKS.)
P R E L U D E
#tamingtheenterprise@kvh_ia

5. THIS IS GETTING COMPLICATED
Infor Business Solutions*
Daly.commerce
Varial Software
NxTrend Technology
Aperum
IncoDev Software
Lilly Software Assoc.
Mercia Software
MAPICS
Paragon
Intuitia Holdings
Alpine Systems
Formation Systems, Inc
Datastream
GEAC ERP
Extensity
Systems Union
SSA Global
Profuse
Workbrain
Hansen
Corpsoft
SLA Management
Services
SoftBrands
Bridgelogix
Quirius
Hotel PMS
Lawson Software
ENXSuite
Easy RMS
Groupe Laurier
Orbis Global
CERTPOINT Systems
TDCI Inc.
PeopleAnswers
SalesLogic
GRASP Systems Intl
GTNexus
Predictix
Starmount Inc.
Merit Globe AS
INFOR ACQUISITION HISTORY, 2004-PRESENT
Max International
Interbiz Product Group
Infinuim Software
Ironside Technologies
Elevon Inc.
Baan
EXE Technologies
Arzoon
Marcam
Boniva
Epiphany
Provia Software*
#tamingtheenterprise@kvh_ia

6. AND THEN WE HAVE THIS
43 COUNTRIES
200 PRODUCTS
1,700 MICROVERTICALS
90,000 CUSTOMERS
57,000,000 USERS
MILLIONS OF SCREENS
#tamingtheenterprise@kvh_ia

7. Struggle for a minimal level of consistency.
1
UI/Usability role at
the corporate level
3-5
UI/UX roles across
the company
4Completely unique
style guide efforts
#tamingtheenterprise@kvh_ia

10. C H A P T E R O N E
2 0 1 3 - 2 0 1 4
(IT’S ALL JUST A FECKLESS DINGLEBERRY MONKEY GARDEN -At Middleton)
#tamingtheenterprise@kvh_ia

11. 2 0 1 3 - 2 0 1 4
“CREATE EXPERIENCES PEOPLE LOVE”
#tamingtheenterprise@kvh_ia

12. HOW TO CREATE A GAP BETWEEN
DESIGN & DEVELOPMENT
1
Ignore everything
you know about
enterprise software.
2
Make every design
project a blue sky
exercise.
3
Push for a rapid
tempo, skipping
discovery, research,
and testing.
4
Design for industry
analysts and the
sales cycle.
#tamingtheenterprise@kvh_ia

13. DEVELOPERS THINK YOUR STYLE
GUIDE IS BULLSH*T.
#tamingtheenterprise@kvh_ia

14. YOUR “GENIUS DESIGN” IS
CREATING A NEW GENERATION
OF IDIOTS
#tamingtheenterprise@kvh_ia

15. YOUR REALITY & YOUR PRODUCT
TEAMS’ REALITY ARE TWO
COMPLETELY DIFFERENT
PLANES OF EXISTENCE.
#tamingtheenterprise@kvh_ia

16. THE MOST BEAUTIFULLY
DESIGNED SOLUTION
CAN STILL BE USELESS
(AND IN THIS CASE, USUALLY WAS)
#tamingtheenterprise@kvh_ia

17. YOUR EGO IS WRITING CHECKS
YOUR BODY CAN’T CASH
@kvh_ia #tamingtheenterprise

18. WE HAVE THIS TO SHOW
FOR 2 YEARS OF WORK
60%
Projects that failed
to result in
productized designs.
0
Fully acceptable
implementation of
style guidelines
100%
Frustrated designers,
leading to notable
turnover
+ A COMPANY FULL OF PISSED OFF DEVELOPERS+ A COMPANY FULL OF PISSED OFF DEVELOPERS
#tamingtheenterprise@kvh_ia

20. 2 0 1 5 - 2 0 1 6
(FAILURE ISN’T FATAL, BUT FAILURE TO CHANGE MIGHT BE -John Wooden)
C H A P T E R T W O
#tamingtheenterprise@kvh_ia

21. 2 0 1 5 - 2 0 1 6
“MAKE IT REAL”
#tamingtheenterprise@kvh_ia

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23. DON’T AIM HIGH.
Every decision needs to be informed by research…
and not just end user research.
Small wins are still wins.
Time gives you traction.
Cadence gives you momentum.
Don’t just design experiences.
Design better tools to build those experiences.
#tamingtheenterprise@kvh_ia

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29. 92%
Projects are on track
productized designs.
4
Distinct platform
enablement efforts
underway.
28
Product teams engaged
in adoption and
progression of the
design system
DESIGNING NEW TOOLS TO BUILD NEW & BETTER EXPERIENCES
#tamingtheenterprise@kvh_ia

31. 2 0 1 7 -
(I GOT 99 PROBLEMS, BUT TECH AIN’T ONE.)
C H A P T E R T H R E E
#tamingtheenterprise@kvh_ia

32. 2017 -
“We work to help people work better”
#tamingtheenterprise@kvh_ia

33. OUR MOST SUCCESSFUL PROJECTS SHARED
It wasn’t about the process or the tools or
the technology. It was about the people.
Consistent,
meaningful
communication
Complete
transparency
of process
(on all sides)
Cross-discipline,
cross-team
collaboration.
TRUST
#tamingtheenterprise@kvh_ia

34. WE DIDN’T HAVE TECHNICAL PROBLEMS. WE HAD
PEOPLE PROBLEMS.
#tamingtheenterprise@kvh_ia

35. DESIGN IS FIRST AND FOREMOST ABOUT
COMMUNICATION
#tamingtheenterprise@kvh_ia

36. THE MOST VALUABLE TOOL A DESIGNER CAN HAVE IS
GOOD RELATIONSHIPS
#tamingtheenterprise@kvh_ia

37. MORE THAN ANYTHING,
A SUCCESSFUL DESIGN LEADER NEEDS TO BE A
SKILLED FACILITATOR.
#tamingtheenterprise@kvh_ia

38. In order to create
experiences our
users loved, we
had to create
a work experience
that we loved.
#tamingtheenterprise@kvh_ia

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41. Karen VanHouten
UX Therapist & Monster Tamer
@kvh_ia #tamingtheenterprise