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Enterprise User Experience 
the current situation 
© 2014 WIPRO LTD | WWW.WIPRODIGITAL.COM | CONFIDENTIAL 1
EC 
Experience through 
infrastructure, logic, 
data, interface at 
program level 
© 2014 WIPRO LTD | WWW.WIPRODIGITAL.COM...
engages with systems and services 
Governance 
Critical Thinking 
KIM = Service Design 
CS = Integration 
QR1 = CX 
QR2 = ...
people as a commodity 
REDUCING PEOPLE TO NUMBERS THOURGH OUTPUTS 
engages with systems and services 
Combined Project Req...
global availability of resources 
ONSHORE, NEAR SHORE, OFFSHORE 
© 2014 WIPRO LTD | WWW.WIPRODIGITAL.COM | CONFIDENTIAL 5
corporate consultancy models 
BUILDING UX SCALE IN GLOBAL MARKETPLACE 
© 2014 WIPRO LTD | WWW.WIPRODIGITAL.COM | CONFIDENT...
Enterprise UCD 
building from the framework 
© 2014 WIPRO LTD | WWW.WIPRODIGITAL.COM | CONFIDENTIAL 7
by bringing capabilities 
AT THE CONVERGENCE OF 
© 2014 WIPRO LTD | WWW.WIPRODIGITAL.COM | CONFIDENTIAL 8 
strategy 
desig...
© 2014 WIPRO LTD | WWW.WIPRODIGITAL.COM | CONFIDENTIAL 9 
by focusing on 
ON THE BITS THAT MATTER 
interaction 
integratio...
with solutions and services 
THAT LEAD TO DIGITAL INNOVATIONS 
digital maturity 
assessment 
digital 
strategy 
digital 
o...
UCD Design Thinking 
© 2014 WIPRO LTD | WWW.WIPRODIGITAL.COM | CONFIDENTIAL 11
“lets not; 
just, make things 
change, 
lets make things 
better” ! 
WIPRO DIGITAL 
© 2014 WIPRO LTD | WWW.WIPRODIGITAL.CO...
design is not just different 
© 20©1 420 1W4I PWRIOPR LOT DLT D | |W WWWWW.W.WIIPPRROODDIGIGITITAAL.LC.OCMO M | C |O CNOFI...
design is better 
THINKING, BEHAVIOUR, INVENTION, GOVERNANCE 
© 20©1 420 1W4I PWRIOPR LOT DLT D | |W WWWWW.W.WIIPPRROODDIG...
design thinking 
reduces risk, 
increases adoption. 
© 20©1 420 1W4I PWRIOPR LOT DLT D | |W WWWWW.W.WIIPPRROODDIGIGITITAAL...
design thinking = better = 
rapid smarter people 
UNIQUE PERSPECTIVES, 
UNIQUE OPPERTUNITIES, 
UNIQUE PEOPLE 
LEARNING FRO...
design thinking = better = 
benefits dramatic win 
CHANGES THE 
RULES AND 
JUMPS AHEAD 
DISRUPTIVE, 
ENGAGING, VIRAL, 
AGG...
design thinking = better = 
value measure experts 
ENTREPRENEURS, 
MARKETERS, CREATIVE 
SCIENTISTS, DESIGNERS 
CHANGE FROM...
TO MAKE BETTER, A DESIGN STANDARD 
REFINE 
KNOWLEDGE 
program 
enterprise project 
+ Governance 
Design Thinking 
Service ...
model 
INTERACTIVE WIREFRAMES 
deliver 
INTO BACKLOG / REVIEW 
© 2014 WIPRO LTD | WWW.WIPRODIGITAL.COM | CONFIDENTIAL 20 
...
TO MAKE BETTER, A CONSTANT BEHAVIOR 
© 2014 WIPRO LTD | WWW.WIPRODIGITAL.COM | CONFIDENTIAL 21 
think people 
design studi...
thank you 
WE WELCOME YOUR 
COMMENTS & FEEDBACK 
wiprodigital.com 
K A R L S M I T H 
PARTNER, GLOBAL HEAD OF DESIGN 
Wipr...
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UCD14 Talk - Karl Smith - Enterprise User Experience

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Karl Smith - Exploring the challenges and opportunities of globalisation and commoditisation in Enterprise User Experience EUX

This short session will go into the key concepts of Enterprise User Experience and the efficiencies and challenges that it brings.

Can user experience be globalised as a service that means and delivers the same thing in every country? Moreover can user experience people be commoditised to fuel the desires to drive down costs through existing outsourcing models?

In this brief session I will cover some of the key aspects of consideration and focus on the clash between notional standardised services and skill based consultancy. I will be describing a hybrid business process model that allows an agency experience with consultancy scale and factory delivery. I will also reveal some of the other models being attempted by global consultancies.

Published in: Design

UCD14 Talk - Karl Smith - Enterprise User Experience

  1. 1. Enterprise User Experience the current situation © 2014 WIPRO LTD | WWW.WIPRODIGITAL.COM | CONFIDENTIAL 1
  2. 2. EC Experience through infrastructure, logic, data, interface at program level © 2014 WIPRO LTD | WWW.WIPRODIGITAL.COM | CONFIDENTIAL 2 ux / ui A LOSS OF FOCUS HOW IT WORKS HOW IT WORKS HOW IT LOOKS WHAT IT DOES UI Visual interface design, page level interactions at interface level IxD Interactions through logic, data, interface at product level IA – UX Experience through infrastructure, logic, data, interface at program level
  3. 3. engages with systems and services Governance Critical Thinking KIM = Service Design CS = Integration QR1 = CX QR2 = UX Research Innovation and Interaction NOW FOR THOSE WHO CAN + + + + + + + people as a commodity LIMITING INFLUENCE engages with UI Personas User Journeys Low Fidelity Wireframes Visual Design Interactive Models Asset Libraries + engages where invited Qualitative Research / Audits Personas / Scenarios User Journeys / Task Flows Site Maps / Key Wireframes Functional Specification Usability & Experience Testing Feedback Loop INTERACTION DESIGN UX DESIGN EXPERIENCE CONSULTANCY © 2014 WIPRO LTD | WWW.WIPRODIGITAL.COM | CONFIDENTIAL 3 HOW IT WORKS engages with systems and services Governance + Critical Thinking Key Interaction Model Core Standards Quantitative Research Qualitative Research Productization and Interaction IA = UX ARCHITECTURE HOW IT WORKS HOW IT LOOKS WHAT IT DOES 5 YEARS AGO + + + + + 10 YEARS AGO + + + + + + + + + + 15 YEARS AGO + + +
  4. 4. people as a commodity REDUCING PEOPLE TO NUMBERS THOURGH OUTPUTS engages with systems and services Combined Project Requirements Program Standards and KM Service Model Research Reports & Films Audience Definitions Research Reports Productization and Interaction NOW FOR THOSE WHO CAN + + + + + + + engages with UI Personas / User Journeys Visual Design Interactive Models + engages where invited Research Report Personas / User Journeys Wireframes Functional Specification Testing Reports INTERACTION DESIGN UX DESIGN EXPERIENCE CONSULTANCY © 2014 WIPRO LTD | WWW.WIPRODIGITAL.COM | CONFIDENTIAL 4 HOW IT WORKS engages with systems and services UCD Business Requirements + UCD Customer Requirements Business Process Map Legacy System Map Risks and Opportunities Master Plan Productization and Interaction IA = UX ARCHITECTURE HOW IT WORKS HOW IT LOOKS WHAT IT DOES 5 YEARS AGO + + 10 YEARS AGO + + + + + + + + 15 YEARS AGO + + +
  5. 5. global availability of resources ONSHORE, NEAR SHORE, OFFSHORE © 2014 WIPRO LTD | WWW.WIPRODIGITAL.COM | CONFIDENTIAL 5
  6. 6. corporate consultancy models BUILDING UX SCALE IN GLOBAL MARKETPLACE © 2014 WIPRO LTD | WWW.WIPRODIGITAL.COM | CONFIDENTIAL 6 BACKFILL WITH UNSKILLED BACKFILL WITH GENRALISTS SEMI-SKILLED SKILLED COMPANY
  7. 7. Enterprise UCD building from the framework © 2014 WIPRO LTD | WWW.WIPRODIGITAL.COM | CONFIDENTIAL 7
  8. 8. by bringing capabilities AT THE CONVERGENCE OF © 2014 WIPRO LTD | WWW.WIPRODIGITAL.COM | CONFIDENTIAL 8 strategy design technology
  9. 9. © 2014 WIPRO LTD | WWW.WIPRODIGITAL.COM | CONFIDENTIAL 9 by focusing on ON THE BITS THAT MATTER interaction integration insight strategy design technology
  10. 10. with solutions and services THAT LEAD TO DIGITAL INNOVATIONS digital maturity assessment digital strategy digital organisation design service design interaction design user centred design innovation customer journey design digital platforms & solutions digital architecture & customer journey engineering digitized shared services & optimisation © 2014 WIPRO LTD | WWW.WIPRODIGITAL.COM | CONFIDENTIAL 10
  11. 11. UCD Design Thinking © 2014 WIPRO LTD | WWW.WIPRODIGITAL.COM | CONFIDENTIAL 11
  12. 12. “lets not; just, make things change, lets make things better” ! WIPRO DIGITAL © 2014 WIPRO LTD | WWW.WIPRODIGITAL.COM | CONFIDENTIAL 12
  13. 13. design is not just different © 20©1 420 1W4I PWRIOPR LOT DLT D | |W WWWWW.W.WIIPPRROODDIGIGITITAAL.LC.OCMO M | C |O CNOFINDEFNIDTEIANL TIAL 13
  14. 14. design is better THINKING, BEHAVIOUR, INVENTION, GOVERNANCE © 20©1 420 1W4I PWRIOPR LOT DLT D | |W WWWWW.W.WIIPPRROODDIGIGITITAAL.LC.OCMO M | C |O CNOFINDEFNIDTEIANL TIAL 14
  15. 15. design thinking reduces risk, increases adoption. © 20©1 420 1W4I PWRIOPR LOT DLT D | |W WWWWW.W.WIIPPRROODDIGIGITITAAL.LC.OCMO M | C |O CNOFINDEFNIDTEIANL TIAL 15
  16. 16. design thinking = better = rapid smarter people UNIQUE PERSPECTIVES, UNIQUE OPPERTUNITIES, UNIQUE PEOPLE LEARNING FROM THE PAST AND PRESENT, BUILDING THE FUTURE © 2014 WIPRO LTD | WWW.WIPRODIGITAL.COM | CONFIDENTIAL 16 9 TAKING RISKS EARLY TO AVOID RISKS LATER
  17. 17. design thinking = better = benefits dramatic win CHANGES THE RULES AND JUMPS AHEAD DISRUPTIVE, ENGAGING, VIRAL, AGGRESSIVE CHANGE © 2014 WIPRO LTD | WWW.WIPRODIGITAL.COM | CONFIDENTIAL 17 9 FOR CUSTOMERS, FOR BUSINESS, FOR SOCIETY, FOR THE FUTURE
  18. 18. design thinking = better = value measure experts ENTREPRENEURS, MARKETERS, CREATIVE SCIENTISTS, DESIGNERS CHANGE FROM, CHANGE TO, CHANGE FOR, CHANGES TO BECOME XX © 2014 WIPRO LTD | WWW.WIPRODIGITAL.COM | CONFIDENTIAL 18 9 DO IT RIGHT ONCE AND IT WORKS
  19. 19. TO MAKE BETTER, A DESIGN STANDARD REFINE KNOWLEDGE program enterprise project + Governance Design Thinking Service Design Core Standards © 2014 WIPRO LTD | WWW.WIPRODIGITAL.COM | CONFIDENTIAL 19 think big Refine Requirement Create UX / Visual Concepts Create UX / Visual Designs Combine UX / Visual into Models + + + + DIGITAL EXCELLENCE Target Audience Voice of the Customer Design Process Style Guides Assets + + + + + + + + EVOLVE EVOLVE EVOLVE DIGITAL BUSINESS DIGITAL MANAGEMENT REFINE KNOWLEDGE
  20. 20. model INTERACTIVE WIREFRAMES deliver INTO BACKLOG / REVIEW © 2014 WIPRO LTD | WWW.WIPRODIGITAL.COM | CONFIDENTIAL 20 think process TO MAKE BETTER, A REAL OPTION refine REQUIREMENTS User stories User ecosystem User workflow Holistic Customer Journeys Mood board Information audit Market research Experience framework Phased thinking Brand values Visual thematics Show and tell User journeys Map paths Contextual support points Information architecture Show and tell Interactive library Logical ergonomics Style guides Asset index Show and tell / socialization Interactions (wireframes or models) Assets Customer Experience Deviations design STATIC WIREFRAMES concept SKETCHES
  21. 21. TO MAKE BETTER, A CONSTANT BEHAVIOR © 2014 WIPRO LTD | WWW.WIPRODIGITAL.COM | CONFIDENTIAL 21 think people design studio Digital Visual Designer Digital Content Author Creative Technologist Digital Producer Experience Consultant Studio Director 425 Roles Available London NYC Bay Area Bombay Bangalore plus other countries!
  22. 22. thank you WE WELCOME YOUR COMMENTS & FEEDBACK wiprodigital.com K A R L S M I T H PARTNER, GLOBAL HEAD OF DESIGN Wipro Digital karl.smith@wiprodigital.com © 2014 WIPRO LTD | WWW.WIPRODIGITAL.COM | CONFIDENTIAL 22

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