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Enterprise ux

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Let’s face it. Enterprise isn’t sexy… yet. While the consumer space is now driven by user-centered design and design-driven products, Enterprise is still getting up to speed. And that presents a huge opportunity for UX designers to have a real and tangible impact on millions of peoples day-to-day. This talk will provide a brief overview of the opportunity in the B2B space, and provide some practical guidance on some of its specific challenges:

• Working with stakeholders who aren’t familiar with UX
• Legacy products and the art of compromise
• Enterprise users – tips on finding these mythical creatures

Published in: Design
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Enterprise ux

  1. 1. Enterprise UX Why and How Presented by Louis Elfman – CoreLogic Innovations Lab Presented by Louis Elfman – Design Lead @ CoreLogic Innovations Lab
  2. 2. What is Enterprise?
  3. 3. What is Enterprise? • B2B • Gov’t • Healthcare • etc
  4. 4. Why Enterprise?
  5. 5. Why Enterprise? • Heart
  6. 6. Why Enterprise? • Heart • Mind
  7. 7. Why Enterprise? • Heart • Mind Wallet
  8. 8. Top 10 Tech Salaries
  9. 9. (UX isn’t on the list) Top 10 Tech Salaries
  10. 10. $48.3bn invested in startups in 2014
  11. 11. Over 1/4 of that was in Enterprise startups
  12. 12. Enterprise needs UX
  13. 13. Enterprise needs UX
  14. 14. Agenda
  15. 15. 1. How to work with Enterprise stakeholders Agenda
  16. 16. 1. How to work with Enterprise stakeholders 2. Legacy Products Agenda
  17. 17. 1. How to work with Enterprise stakeholders 2. Legacy Products 3. Finding Users Agenda
  18. 18. 1. How to work with Enterprise stakeholders 2. Legacy Products 3. Finding Users Agenda
  19. 19. 2 types of Product Managers
  20. 20. 1. Have worked with UX before 2. Not so much 2 types of Product Managers
  21. 21. If they’ve never worked with UX…
  22. 22. Tomer Sharon - “It’s Our Research”
  23. 23. “[Product managers] represent the voice of the customer.” Tomer Sharon - “It’s Our Research”
  24. 24. If they’ve never worked with UX:
  25. 25. If they’ve never worked with UX: 1. Evangelize – Sell them on UX
  26. 26. Design Value Index Good Design Drives Shareholder Value Design-conscious companies made 219% more $$$
  27. 27. If they’ve never worked with UX: 1. Evangelize – Sell them on UX
  28. 28. If they’ve never worked with UX: 1. Evangelize – Sell them on UX 2. Make them part of research
  29. 29. “Getting stakeholder buy-in for research is usually the first challenge they mention." Tomer Sharon - “It’s Our Research”
  30. 30. If they’ve never worked with UX: 1. Evangelize – Sell them on UX 2. Make them part of research
  31. 31. If they’ve never worked with UX: 1. Evangelize – Sell them on UX 2. Make them part of research 3. Support all of your claims with data
  32. 32. Data > opinions
  33. 33. If they have worked with UX (but it’s new to org):
  34. 34. If they have worked with UX (but it’s new to org): 1. Partner with your PM
  35. 35. If they have worked with UX (but it’s new to org): 1. Partner with your PM 2. Be patient and proactive
  36. 36. If they have worked with UX (but it’s new to org): 1. Partner with your PM 2. Be patient and proactive 3. Be very visible with research results
 Remember data > opinions
  37. 37. 1. How to work with Enterprise stakeholders 2. Legacy Products 3. Finding Users Agenda
  38. 38. Legacy products
  39. 39. Legacy products 1. Build a clear vision of what it could be
  40. 40. OMG bast prdouct evar
  41. 41. Legacy products 1. Build a clear vision of what it could be
  42. 42. Legacy products 1. Build a clear vision of what it could be 2. Immediate need vs. long-term vision
  43. 43. Current product
  44. 44. Current product Ermahgawd
  45. 45. Current product Ermahgawd
  46. 46. Current product Ermahgawd
  47. 47. Legacy products 1. Build a clear vision of what it could be 2. Immediate need vs. long-term vision
  48. 48. Legacy products 1. Build a clear vision of what it could be 2. Immediate need vs. long-term vision a. Build relationships
  49. 49. 1. How to work with Enterprise stakeholders 2. Legacy Products 3. Finding Users Agenda
  50. 50. Enterprise users tend to be hyper-specific
  51. 51. Tips to find users:
  52. 52. 1. Sales team Tips to find users:
  53. 53. 1. Sales team 2. LinkedIn Tips to find users:
  54. 54. 1. Sales team 2. LinkedIn 3. Market research agencies Tips to find users:
  55. 55. 1. Sales team 2. LinkedIn 3. Market research agencies 4. Go guerrilla Tips to find users:
  56. 56. A real-world example: O’Reilly Auto Parts Open Enrollment AKA Hell Week
  57. 57. Hell week:
  58. 58. Hell week: • Over 60,000 people processed in a week
  59. 59. Hell week: • Over 60,000 people processed in a week • 20 temps hired
  60. 60. Hell week: • Over 60,000 people processed in a week • 20 temps hired • Phone systems repeatedly going down
  61. 61. Existing site win!
  62. 62. Outcome:
  63. 63. Outcome: • 95% reduction in calls
  64. 64. Outcome: • 95% reduction in calls • 0 temps hired
  65. 65. Outcome: • 95% reduction in calls • 0 temps hired • System still in place 4 years later
  66. 66. Enterprise needs UX
  67. 67. Enterprise needs UX Your face here
  68. 68. Q & A
  69. 69. Thank you! Presented by Louis Elfman – CoreLogic Innovations Lab Presented by Louis Elfman – Design Lead @ CoreLogic Innovations Lab me@louiselfman.com @lelfman

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