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CMS from the User's Perspective. JBoye CMS Expert Group hosted by CoreMedia AG
- 1. © CoreMedia | 4 February 2015 | 1 www.coremedia.com CMS from a User’s Perspective UX and Enterprise Software
- 2. © CoreMedia | 4 February 2015 | 2 www.coremedia.com2 User Experience http://www.kickerstudio.com/2008/12/the-disciplines-of-user-experience/
- 3. © CoreMedia | 4 February 2015 | 3 www.coremedia.com3 UX for the Enterprise “Enterprise software, also known as enterprise software application (ESA), is purposed-designed computer software used to satisfy the needs of an organization rather than individual users” (Wikipedia)
- 4. © CoreMedia | 4 February 2015 | 4 www.coremedia.com4 Quelle: Wikipedia
- 5. © CoreMedia | 4 February 2015 | 5 www.coremedia.com5
- 6. © CoreMedia | 4 February 2015 | 6 www.coremedia.com6 Humanitarian Crisis “Enterprise UX—or the user experience of business software and hardware— represents a humanitarian crisis of sorts, at least from a design perspective.” Scott Nazarian, Frog Design
- 7. © CoreMedia | 4 February 2015 | 7 www.coremedia.com7
- 8. © CoreMedia | 4 February 2015 | 8 www.coremedia.com8 Why? Buyer is not the user Complexity Need for customization of the UI Testing is (much) harder A lot of standard UX methods, especially Lean UX are not applicable Long maintenance cycle
- 9. 9 Applications for the enterprise differ with respect to several factors from customer-oriented applications
- 10. 10 Business goals Why is UX important?
- 11. © CoreMedia | 4 February 2015 | 11 www.coremedia.com11
- 12. © CoreMedia | 4 February 2015 | 12 www.coremedia.com12
- 13. © CoreMedia | 4 February 2015 | 13 www.coremedia.com13 UX and Business Goals “More customers will be willing to purchase” “More customers will resist doing business with competitors” “More customers will recommend you” Forrester Research (2009): Best Practices in User Experience Design
- 14. 14 Complexity for the end user Why is UX important?
- 15. © CoreMedia | 4 February 2015 | 15 www.coremedia.com
- 16. © CoreMedia | 4 February 2015 | 16 www.coremedia.com
- 17. © CoreMedia | 4 February 2015 | 17 www.coremedia.com
- 18. © CoreMedia | 4 February 2015 | 18 www.coremedia.com
- 19. © CoreMedia | 4 February 2015 | 19 www.coremedia.com
- 20. © CoreMedia | 4 February 2015 | 20 www.coremedia.com No size available!
- 21. © CoreMedia | 4 February 2015 | 21 www.coremedia.com21 Why is that so? Current shop is bad, as confirmed by user testing I called the hotline this morning: “Yes, we know it is sub-optimal and we are really sorry.” “Believe me, if you would see the systems that we need to use to edit the data, there are very different things that would leave you dismayed.”
- 23. © CoreMedia | 4 February 2015 | 23 www.coremedia.com23 The Enterprise
- 24. © CoreMedia | 4 February 2015 | 24 www.coremedia.com24 Channels…
- 25. © CoreMedia | 4 February 2015 | 25 www.coremedia.com
- 26. 26 Why is enterprise software not as simple as Google? What is simplicity?
- 27. © CoreMedia | 4 February 2015 | 27 www.coremedia.com27 “Complexity is a fact of life, so we must learn to deal with it” Norman (2011): Living with Complexity
- 28. © CoreMedia | 4 February 2015 | 28 www.coremedia.com28
- 29. © CoreMedia | 4 February 2015 | 29 www.coremedia.com29 If it can be so easy, why are there things that are so complicated?
- 30. © CoreMedia | 4 February 2015 | 30 www.coremedia.com30
- 31. © CoreMedia | 4 February 2015 | 31 www.coremedia.com31
- 32. © CoreMedia | 4 February 2015 | 32 www.coremedia.com
- 33. © CoreMedia | 4 February 2015 | 33 www.coremedia.com
- 34. © CoreMedia | 4 February 2015 | 34 www.coremedia.com
- 35. 35 • Complex things and complicated things are not the same • Complexity is in the world, but we perceive things as simple or complicated • Simple systems can be designed such that they are complicated • The more complexity our users have to deal with, the more important is it to reduce how complicated things are
- 36. © CoreMedia | 4 February 2015 | 36 www.coremedia.com36 “We are apt to fall into the error of thinking that the facts are simple because simplicity is the goal of our quest. … Seek simplicity and distrust it.” Whitehead (1926): The Concept of Nature
- 37. 37 People spend a lot of time with enterprise applications
- 38. © CoreMedia | 4 February 2015 | 38 www.coremedia.com38 The Goal: Align Human Productivity and Data Structures
- 39. © CoreMedia | 4 February 2015 | 39 www.coremedia.com39 System 1 and System 2 System 1 Heuristic, intuitive Fast Works automatically, without causing strain Not consciously controlled System 2 Rational Comes to use when System 1 does not suffice anymore Slow Causes strain Needs concentration Kahnemann (2011): Thinking, Fast and Slow
- 40. © CoreMedia | 4 February 2015 | 40 www.coremedia.com40 Law of least effort “The law of least effort” -> We humans try to use System 2 as seldom as possible, as we try to avoid cognitive strain
- 41. © CoreMedia | 4 February 2015 | 41 www.coremedia.com41 Cognitive Strain … is more than a metaphor! Under cognitive strain, the facial expressions change, the pupils dilate Blood sugar level gets lower
- 42. 42 Please remember the numbers in 3 seconds! Experiment
- 43. © CoreMedia | 4 February 2015 | 43 www.coremedia.com43 4 7 3 5 6 8 3
- 44. © CoreMedia | 4 February 2015 | 44 www.coremedia.com44 Please recite your birthdate silently backwards
- 45. © CoreMedia | 4 February 2015 | 45 www.coremedia.com45 What were the numbers?
- 46. © CoreMedia | 4 February 2015 | 46 www.coremedia.com46 4 7 3 5 6 8 3
- 47. © CoreMedia | 4 February 2015 | 47 www.coremedia.com47 Once again…
- 48. © CoreMedia | 4 February 2015 | 48 www.coremedia.com48 2 4 6 8 10 12 14
- 49. © CoreMedia | 4 February 2015 | 49 www.coremedia.com49 Please recite your own phone number silently backwards
- 50. © CoreMedia | 4 February 2015 | 50 www.coremedia.com50 What where the numbers?
- 51. © CoreMedia | 4 February 2015 | 51 www.coremedia.com51 2 4 6 8 10 12 14
- 52. © CoreMedia | 4 February 2015 | 52 www.coremedia.com52 Why was the second set easier? 3 Chunks “straight, 2, 14” oder “straight, seven, 2” (adaptiert von Johnson (2014): Design with the mind in mind) Humans organize information in short term memory
- 53. 53 Please remember the words in 3 seconds! Experiment
- 54. © CoreMedia | 4 February 2015 | 54 www.coremedia.com54 Ape Tire House Like Church Strawberry Crane Be
- 55. © CoreMedia | 4 February 2015 | 55 www.coremedia.com55 What were the words?
- 56. © CoreMedia | 4 February 2015 | 56 www.coremedia.com56 Ape Tire House Like Church Strawberry Crane Be
- 57. © CoreMedia | 4 February 2015 | 57 www.coremedia.com57 Again words…
- 58. © CoreMedia | 4 February 2015 | 58 www.coremedia.com58 The Internet Is The Invention Of This Millenium
- 59. © CoreMedia | 4 February 2015 | 59 www.coremedia.com59 What were the words?
- 60. © CoreMedia | 4 February 2015 | 60 www.coremedia.com60 Numbers again…
- 61. © CoreMedia | 4 February 2015 | 61 www.coremedia.com61 3 9 1 7 4 1 9 2 6 2 3 4 5 6 7 8 5 8
- 62. © CoreMedia | 4 February 2015 | 62 www.coremedia.com62 Remembered?
- 63. © CoreMedia | 4 February 2015 | 63 www.coremedia.com63 1 1 2 2 3 3 4 4 5 5 6 6 7 7 8 8 9 9
- 64. © CoreMedia | 4 February 2015 | 64 www.coremedia.com64 Our working memory is very limited Some of these tasks cause cognitive strain These are exactly those tasks, where the organization of information does not suit human information processing
- 65. © CoreMedia | 4 February 2015 | 65 www.coremedia.com65
- 66. © CoreMedia | 4 February 2015 | 66 www.coremedia.com66
- 67. 67 Don’t make me think
- 68. 68 Don’t make me think slow
- 69. © CoreMedia | 4 February 2015 | 69 www.coremedia.com69 The Goal
- 70. © CoreMedia | 4 February 2015 | 70 www.coremedia.com70 Summary UX is considered a competitive advantage by big players in the enterprise software business The inherent complexity of the domains we tackle makes it even more important to invest in UX Follow conventions and established patterns Ensure seamless integration of systems Understand the user and test The challenge is to adapt the data and structures such that it matches human thought
- 71. © CoreMedia | 4 February 2015 | 71 www.coremedia.com71 Thank you!
- 72. © CoreMedia | 4 February 2015 | 72 www.coremedia.com72 Thank you!
- 73. © CoreMedia | 4 February 2015 | 73 www.coremedia.com73 Thank you!
- 74. © CoreMedia | 4 February 2015 | 74 www.coremedia.com74 Thank you!
- 75. © CoreMedia | 4 February 2015 www.coremedia.com Singapore asia-info@coremedia.com tel +65.6562.8866 Hamburg info@coremedia.com tel +49.40.32 55 87.0 San Francisco usa-info@coremedia.com tel +1.415.371.0400 London uk-info@coremedia.com tel +44.207.849.3317
Editor's Notes
- This talk is about CMS from a User’s Perspective or more specifically about the relation of user experience design and enterprise software in general
- To begin my talk, I would like to spend some time on discussing a definition of user experience There are a lot of definitions of the discipline of user experience, especially with respect to its relation to interaction design, visual design, and usability engineering I personally like the definition that is illustrated in this Euler diagram As shown, User Experience covers the subject areas Human Computer Interaction and Interaction Design (two areas concerned with the usability of systems) Visual Design, Information Architecture If we design systems correct regarding all these aspects, we have a chance of enabling the majority of users
- Da das Thema ja sehr prominent in meinem Vortrag sein wird, möchte ich kurz darauf eingehen, was Enterprise-Anwendungen überhaupt sind Enterprise-Anwendungen entscheiden sich von Customer-Anwendungen durch das sie auf die Anforderungen von Unternehmen zugeschnitten sind, anstatt auf die Anforderuungen von einzelnen Nutzern Die Definition als solche ist schon interessant, für das heutige Thema, da wir ja über User Experience und nicht über Business-Experience reden Wobei sich natürlich argumentieren lässt, dass das Business nur dann dann erfolgreich sein kann, wenn die Benutzer innerhalb des Businesses zufrieden sind
- Hier habe ich mal ein Beispiel aus einer SAP-Software, mit der es möglich ist, Business-Regel zu definieren Ich finde, dass ist nichtmal ein besonder schlechtes Design Was aber hier auffällt, ist, das es doch einige Stellen gibt, die man verbessern könnte Vor allem fällt hier – auch ohne die Software zu kennen - auf, das der Bereich, der jetzt hier eingekreist ist, sehr deutlich die technische Modellierung durchscheinen lässt DiePriorität einer Business-Regel numerisch angeben zu müssen, entspricht sicher nicht dem, was der Benutzer erwartet Und man sieht, dass im Allgemeinen die Komplexität des Interfaces im ersten Eindruck vergleichbar hoch ist Das gilt sicher auch für das nächste Beispiel,
- Warum das Thema? Auf der einen Seite gibt es Leute wie mich, die an der Enterprise UX arbeiten (Frage: wer arbeitet an der UX von Enterprise-Anwendungen)? … und auf der anderen Seite erreichen wir offensichtlich nicht das, was wir erreichen müssten Das wird sehr deutllich in diesem Ziitat Dass Zitat ist von Scott Nazarian, einen Vortrag zum Enterprise UX auf der Interaction 14 gehalten hat Er sagt, dass es eine humanitäre Krise gibt, weil Enterprise-Anwendungen so schlecht designt sind Das ist vielleicht etwas drastisch formuliert, aber spiegelt wieder, dass es tatsächlich Handlungsbedarf gibt
- Buyer is not the user Often very different user groups with very different requirements Smartphone apps get evaluated by using them; Enterprise software gets often bought based on first impression Complexity Of the tasks (Approval workflows, omni-channel, …) Of the environment (Scalability, connection to legacy systems, …) Of the implementation Need for customization of the UI Testing is (much) harder User need to be trained User need to be found Prototyping tools are not good enough A lot of standard UX methods, especially Lean UX are not applicable Think aloud only works with pre-session training A/B testing is hard Long maintenance cycle
- Wall Street Journal
- Infor is the 3rd biggest vendor of enterprise business software
- (“Ja, wir wissen, dass das nicht optimal ist und es tut uns leid… aber die Benutzerseite ist leider nicht das Einzige, was einen irritiert, Sie sollten mal die Systeme sehen, mit denen ich die Daten einpflegen muss, da sind noch ganz andere Dinge die konsternierend sind.”) 2015-02-02
- Das ist auch der Grund warum Apps nicht funktionieren!
- * Ein kompliziertes System, das sehr einfach sein könnte
- http://www.istockphoto.com/stock-photo-15963255-car-interior.php?st=c9a9c40
- Norman nennt das: Complexity is in the World, Simplicity is in the mind
- * Read for three seconds
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- * Für den Rechner ist das egal
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