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Bringing experience into the enterprise mike maass lava_con_2014

This presentation showcases my team’s three-part UX strategy to revamp our corporate intranet site:

• Secure executive support up front by defining a compelling UX vision for each project, while also showing time and money lost to dealing with subpar internal services

• Put projects in the hands of UX professionals—product designers, editors, and engineers—not IT, HR and other internal service teams

• Use experience-first prototypes to secure stakeholder and employee support

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Bringing experience into the enterprise mike maass lava_con_2014

  1. 1. Bringing Experience Into the Enterprise @LavaCon Revamping the Citrix Intranet Mike Maass | Citrix
  2. 2. Bringing Experience Into the Enterprise Revamping the Citrix Intranet Mike Maass Managing Editor, Citrix Product Design LavCon 2014
  3. 3. Hi, I’m Mike • Managing Editor, Citrix Product Design • Citrix since 2010 • Based in San Diego • Full-time workshifter • LavaCon newbie • Not actually a pool shark © 2014 Citrix. 3 Confidential.
  4. 4. © 2014 Citrix. 4 Confidential.
  5. 5. © 2014 Citrix. 5 Confidential. Are employees customers?
  6. 6. Customers have high expectations © 2014 Citrix. 6 Confidential.
  7. 7. Great experiences = bottom line success © 2014 Citrix. 7 Confidential. Source: http://www.onlinemarketing-trends.com/2011/10/microsoft-vs-apple-making-of-technology.html
  8. 8. Businesses don’t treat employees as customers © 2014 Citrix. 8 Confidential.
  9. 9. Employees are captive users © 2014 Citrix. 9 Confidential.
  10. 10. Frustration and wasted time cost money © 2014 Citrix. 10 Confidential.
  11. 11. “The average mid-size company could gain $5 million per year in employee productivity by © 2014 Citrix. 11 Confidential. improving its intranet.” “” Jakob Nielsen Nielsen Norman Group
  12. 12. Intranets are a prime source of employee frustration © 2014 Citrix. 12 Confidential.
  13. 13. Citrix employees say: • Search doesn’t work • Content is outdated or wrong • The IA is confusing • Employee profiles are inaccurate • It’s easier to ask the person at the Help Desk © 2014 Citrix. 13 Confidential.
  14. 14. As for ROI… • Cisco claims “$25 million ROI” on intranet revamp • Oracle and GE claim >$1 million ROI • Avenue A / Razorfish: ROI is irrelevant – an intranet is as essential as email, so it has to made to work well Sources: ROI figures from Prescient Digital report on intranet ROI, at http://www.prescientdigital.com/articles/return-on-investment-roi/ return-on-investment-part-i-measuring-the-dollar-value-of-intranets/ Ave A / Razorfish, Intranet Best Practices, p. 33 © 2014 Citrix. 14 Confidential.
  15. 15. Our goal: Bring experience into the enterprise © 2014 Citrix. 15 Confidential.
  16. 16. Discovery phase Setting up for success
  17. 17. 1: Sketch a compelling experience vision © 2014 Citrix. 17 Confidential.
  18. 18. Our vision Pulse - News, events, happenings - Social - Feeds & conversations Connect - Find and meet people - Learn the org - Collaborate in real time Service - Tickets, requests, resources - Know your benefits - Submit timesheets and expenses © 2014 Citrix. 18 Confidential.
  19. 19. 2: Get support from the top © 2014 Citrix. 19 Confidential.
  20. 20. 3: Involve stakeholders and employees © 2014 Citrix. 20 Confidential.
  21. 21. Lots of prototyping © 2014 Citrix. 21 Confidential.
  22. 22. 4: Put experience pros in charge © 2014 Citrix. 22 Confidential.
  23. 23. Good UX is their job © 2014 Citrix. 23 Confidential.
  24. 24. Design & build phases Getting to great
  25. 25. Lesson 1: Rapid, iterative prototyping is key © 2014 Citrix. 25 Confidential.
  26. 26. Discovery: Need for better profiles © 2014 Citrix. 26 Confidential.
  27. 27. People want to know more about their coworkers © 2014 Citrix. 27 Confidential.
  28. 28. So we prototyped a richer profile © 2014 Citrix. 28 Confidential.
  29. 29. Spinoff product: Clouddex © 2014 Citrix. 29 Confidential.
  30. 30. Lesson 2: The content revamp is critical © 2014 Citrix. 30 Confidential.
  31. 31. Governance standards © 2014 Citrix. 31 Confidential.
  32. 32. Writing guidelines © 2014 Citrix. 32 Confidential.
  33. 33. Design persona © 2014 Citrix. 33 Confidential. Source: http://aarronwalter.com/design-personas/
  34. 34. Lesson 3: Mobile first © 2014 Citrix. 34 Confidential.
  35. 35. Lesson 4: Agile keeps things moving © 2014 Citrix. 35 Confidential.
  36. 36. Recap
  37. 37. Setting up for success • Sketch a compelling experience vision • Get support from the top • Involve stakeholders and employees • Put experience pros in charge © 2014 Citrix. 37 Confidential.
  38. 38. Keys to design and build success • Rapid, iterative prototyping • Focus on the content revamp • Mobile first • Agile keeps things moving © 2014 Citrix. 38 Confidential.
  39. 39. The rollout
  40. 40. Backstage is rolling out soon © 2014 Citrix. 40 Confidential.
  41. 41. © 2014 Citrix. 41 Confidential. “Thank you!” “” Mike Maass
  42. 42. © 2014 Citrix. 42 Confidential. WORK BETTER. LIVE BETTER.

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