Main Takeaways: -Understanding why do we neglect users in enterprise applications? -How to include users in the design process to deliver a better experience? -How to measure the success of enterprise applications?

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Neglecting Users in Enterprise Apps
by Microsoft Sr PM

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6. Neglecting
Users in
Enterprise
Apps
Anang Kumar
Sr. Program Manager
Microsoft India R&D Pvt Ltd

7. Understanding why we neglect users in enterprise applications?
How to include users in the design process to deliver a better experience?
How to measure the success of enterprise applications?

8. Understanding why we
neglect users in
enterprise
applications?

9. An enterprise/Internal product is the phrase used to describe applications (or
software) that a business would use to assist the organization in solving
enterprise problems.
In house
products
B2B
products
Understanding why we neglect users in enterprise applications?

10. Enterprises never have any problems. It is the “PEOPLE" in the enterprises that
have the problem, yet the most common definition of an enterprise product is:
“A product that assists the organization in solving enterprise problems."
Understanding why we neglect users in enterprise applications?

11. Product
Manager
Business
Stakeholder
(BPM)
Stakeholde
r
Leadership
Engineering
Product
Leadership
Busines
s Users
Business
Leader
Model 2
Product
Manager
Business
Users
Business
Leader
Engineering
Product
Leadership
Model 1
Product
Manager
Business
Stakeholder
(BPM)
Stakeholde
r
Leadership
Engineering
Product
Leadership
Business
Users
Business
Leader Geo Disperse
Cohort
(SME) Users
Model 3
Understanding why we neglect users in enterprise applications?
Enterprise/Internal Business Structures and the impact it has on the
enterprise products.

12. Understanding why we neglect users in enterprise applications?
Internal business depend on their IT engineering to
develop business solutions
Leadership engagements is relatively high
One of the easiest models to work with
Internal business depend on their engineering to
build solutions
Too many leaders, engagements becomes leadership heavy
Requirements mostly comes through BPM
Real problems are often not captured or not understood properly
Technology is fixed even before understanding the user problems.
Less diverse cohort of users.
Business SME provide problem and solution too.
One of the most difficult models to work with

13. Understanding why we neglect users in enterprise applications?
Leadership and stakeholders' assumptions of the problem
Assumptions are not validated and are taken as the real problem
Finalizing technology before understanding the problems.
Less diverse cohort.
Business SME offers both problems and their solutions
In a
nutshell
The real users are missing from the picture or not considered appropriately.
Product Manager may not be solving the right problem.
Loud and aggressive user in the cohort.

14. How to include
users in the
design process
to deliver a
better
experience?

15. How to include users in the design process to deliver a better
experience?
Leadership and stakeholders' assumptions of the problem
Use leadership as the critique, unless they are genuinely a valid
persona in the product.
Don’t take product requirements from the leadership or stakeholders.
Use data and user journey mapping to influence leadership and
stake holders to bring them back to the reality.
Assumptions are not validated and are taken as the real problem
Build and validate hypothesis through user interviews and data.
Build trust with leadership and stakeholder. It easier to say “NO”
when you have trust.

16. Finalizing technology before understanding the problems
Never decide on the technology first without knowing your customer
and their needs.
Do not be limited by the limitation of the technology, this is where the
innovation happens.
Remember, technologies are merely ways and means to fulfil
customer needs.
How to include users in the design process to deliver a better
experience?
You've got to start with the customer experience and work
backwards to the technology. ~Steve Jobs

17. Identify the aggressive users in the cohort and if possible, keep them
separate from the rest of the group.
Cohort must be diverse with representations from all persona types.
Do not ask for possible solutions, focus on problems and issues.
Always perform user interviews in isolation (one user at a time) to
get unbiased and uninfluenced feedback and opinion.
Less diverse cohort.
Business SME offers both problems and their solutions.
Loud and aggressive user in the cohort.
Never give an option (solutions) to users to chose from.
How to include users in the design process to deliver a better
experience?

18. How to measure
the success of
enterprise
applications?

19. Satisfaction
Build and integrate feedback mechanism into your
product
Depth of
Use
Is your target audience aware of the new features?
Efficiency
How to measure the success of enterprise applications?
Understanding what users are saying about your product is the key to the success.
Understanding how many of your product features are being used.
Usability is the key. It is the ability to use the features easily, correctly and as quickly as possible.
User Base Don’t measure user base or adoption, unless users have an option.
Capabilities Threshold or product capabilities, like transactions, revenue etc.
Measure the improvement of the processes before and after.

20. Thank You

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