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The Enterprise UX Journey: Lessons From the Voyage & The Opportunity Ahead (Catherine Courage at Enterprise UX 2015)

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Catherine Courage: "The Enterprise UX Journey: Lessons From the Voyage & The Opportunity Ahead"
Enterprise UX 2015 • May 14, 2015 • San Antonio, TX, USA
http://enterpriseux.net

Published in: Design

The Enterprise UX Journey: Lessons From the Voyage & The Opportunity Ahead (Catherine Courage at Enterprise UX 2015)

  1. 1. The Enterprise UX Journey: Lessons From the Voyage & The Opportunity Ahead Catherine Courage SVP, Customer Experience Twitter: @ccourage
  2. 2. Enterprise UX Evolution Impact&Influence Time
  3. 3. Experience Wins!
  4. 4. Catherine Courage Twitter: @ccourage Author of “Understanding Your Users” Built the Citrix Customer Experience team from 1 to 300+ in 6 years SVP, Customer Experience, Citrix Enterprise UX focus for 15+ years
  5. 5. © 2014 Citrix. Confidential. Citrix: Enabling a world where people can experience work and life their way.
  6. 6. It’s A Journey
  7. 7. Phases of the Journey 4
  8. 8. 2009 Time 2015+ Experience Evolution BusinessImpact 1. Chaos 2. React & Influence 3. Organize & Impact 4. Refine & Differentiate
  9. 9. Chaos 1
  10. 10. Experience first! Mark Templeton, Citrix CEO “”
  11. 11. Feature Focused
  12. 12. Make UX DESIGN Part of our DNA
  13. 13. Building Trust & Credibility
  14. 14. Listen Understand Act
  15. 15. © 2014 Citrix. Confidential.
  16. 16. Innovation in the Wild Doug Dietz Innovation Architect, GE Claudia Kotchka Innovation & Strategy Consultant Tom Kelley General Manager of IDEO Speaker Series
  17. 17. Finding Building a Killer Team
  18. 18. Finding Assessing Building a Killer Team
  19. 19. Finding Assessing Winning Building a Killer Team
  20. 20. Finding Assessing Winning Retaining Building a Killer Team
  21. 21. Finding Assessing Winning Retaining Developing Building a Killer Team
  22. 22. No Dead Weight No Divas
  23. 23. Finding Assessing Winning Retaining Developing Building a Killer Team
  24. 24. © 2014 Citrix. Confidential.
  25. 25. End User Experiences Before
  26. 26. © 2014 Citrix. Confidential.Citrix Confidential - Do Not
  27. 27. Seamless
  28. 28. © 2014 Citrix. Confidential. Admin Experience
  29. 29. React & Influence 2
  30. 30. Discovery Detailed Specs Detailed " Design Implementation Ship 1 2 3 4 5
  31. 31. Customer Experience Product Management Product Development Three-in-a-Box
  32. 32. Empathy  
  33. 33. We can’t just ask…
  34. 34. Walk in their shoes
  35. 35. © 2014 Citrix. Confidential. Network Connectivity 3G - Slow, intermittently drops Slow Fast
  36. 36. © 2014 Citrix. Confidential. Experiment
  37. 37. Formulate Concepts
  38. 38. © 2014 Citrix. Confidential. Rapid Prototypes
  39. 39. © 2014 Citrix. Confidential. Constant Customer Feedback
  40. 40. © 2014 Citrix. Confidential.
  41. 41. © 2014 Citrix. Confidential.51
  42. 42. External Collaboration
  43. 43. © 2012 Citrix | Confidential – Do Not Distribute 100+ Design Catalysts
  44. 44. Space to Create
  45. 45. © 2014 Citrix. Confidential.
  46. 46. Organize & Impact 3
  47. 47. © 2014 Citrix. Confidential. Drive company and product strategy through customer insights Apply a design thinking approach company wide to drive innovation Increase customer adoption and loyalty through irresistible experiences in everything we deliver Delivering an Exceptional Experience…
  48. 48. Scaling More projects = Great success More projects ≠ Great success
  49. 49. © 2014 Citrix. Confidential.
  50. 50. Finding Assessing Winning Building a Killer Team
  51. 51. Finding Assessing Winning Retaining Building a Killer Team
  52. 52. Finding Assessing Winning Retaining Developing Building a Killer Team
  53. 53. Product Instrumentation
  54. 54. Net Promoter Score
  55. 55. “I’m very excited about the right direction Citrix is taking in making it easier to install, configure, and manage.” “XD 7 has addressed complexity, number of management points, and simplified the deployment. I am a Citrix weenie— genuine love for your technology.” “Citrix’s goals have been aligned with what we do as a company. Our employees and builders work that way. Any device, any time, anywhere—is key.” Admins
  56. 56. “My boss is happy that I work more and get more work done. My wife would rather have me home and working rather than working late at the office.” “When my twins were born, I worked in the hospital ICU for 3 weeks off of my iPad through Citrix. My company allowed me to do it.” “It would be a different world without Citrix. I love my work because of Citrix.” End Users
  57. 57. Refine & Differentiate 4
  58. 58. Provide an Exceptional Experience to" Every User, Every time
  59. 59. © 2014 Citrix. Confidential. Don’t Wait for Permission
  60. 60. © 2014 Citrix. Confidential.
  61. 61. © 2014 Citrix. Confidential. Drive design excellence 
 across Citrix products and services  Make DESIGN part of Citrix DNA Build, develop, and retain 
 a first-class Product Design team Customer Experience STRATEGIC IMPERATIVE! 1 2 3 Easy Renewals First-Time Delight Best-In-Class Support Employee Experiences
  62. 62. Santa Clara | San Francisco | Riverside | Santa Barbara | Seattle | Ft Lauderdale | Cambridge/Karlsruhe | Hamburg | Bangalore | Denver | New York | San Diego | Raleigh 2009 2010 2011 2012 2013 2014 2015 Experience Team 100 200 300
  63. 63. Everyone thinks of changing the world, but no one thinks of changing himself. Leo Tolstoy “”
  64. 64. 2009 Time 2015+ Experience Evolution BusinessImpact 1. Chaos 2. React & Influence 3. Organize & Impact 4. Refine & Differentiate
  65. 65. Themes Across the Journey
  66. 66. You have to fight through some bad days to earn the best days.
  67. 67. The single biggest problem in communication is the illusion that it has taken place. George Bernard Shaw “”
  68. 68. Community Engagement
  69. 69. Conference Themes 1. Insights at Scale 2. Craft Amid Complexity 3. Experimentation in the Enterprise 4. Designing Organizational Culture
  70. 70. © 2014 Citrix. Confidential. Customer experience is everyone’s responsibility!
  71. 71. © 2014 Citrix. Confidential.
  72. 72. TEDxKyoto: Igniting Creativity to Transform Corporate Culture https://www.youtube.com/watch?v=01Y7qlPFpqw Understanding your Users, 2nd Edition Discount code COMP315 30% Off http://store.elsevier.com/ Applying Design Thinking Across the Business http://www.mckinsey.com/insights/business_technology/an_interview_with_citrixs_catherine_courage Lessons in Customer Experience Leadership http://interactions.acm.org/archive/view/january-february-2015/lessons-in-customer-experience-leadership From 0 to 365: My First Year as a Design Executive http://uxpajournal.org/from-0-to-365-my-first-year-as-a-design-executive/ Design Studio http://blogs.hbr.org/2011/11/inventing-the-collaborative-workspace/ Resources:
  73. 73. Thank you!
  74. 74. Work better. Live better.

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