Enterprise Usability: The Olive Garden Principle

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In enterprise UX we find ourselves trying to be "a little better" than everyone else. But what do we need to do to be truly great at design? Dylan Wilbanks explains the journeys he's been on and how he's worked to make design better.

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Enterprise Usability: The Olive Garden Principle

  1. 1. Enterprise Usability: The Olive Garden Principle Dylan Wilbanks Director of UX, Integris Software
  2. 2. Grand Forks, North Dakota
  3. 3. Casual Dining
  4. 4. Marilyn Hagerty
  5. 5. The Olive Garden?
  6. 6. 188
  7. 7. https://www.flickr.com/photos/71380981@N06/14745845753/
  8. 8. http://capitalspiceblog.com/food-travel/eleven-madison-park-michelin-quality-meals-in-manhattan-and-at-home/
  9. 9. https://callmeafoodlover.files.wordpress.com/2015/08/eleven-madison-park-radish-pike.jpg
  10. 10. Casual dining is an experience that’s consistent in story and appearance and taste, a chain of restaurants that will always be a little above the diner. But it pales compared to the originality and complexity of high- class restaurants.
  11. 11. The Olive Garden only has to be marginally better than other local food options to be considered a destination.
  12. 12. Enterprise UX
  13. 13. Computer by Edward Boatman from the Noun Project Smartphone by Philip Glenn from the Noun Project The Concur Expense Report Do-Si-Do 1. Start expense report on desktop
  14. 14. Computer by Edward Boatman from the Noun Project Smartphone by Philip Glenn from the Noun Project The Concur Expense Report Do-Si-Do 1. Start expense report on desktop 2. Open phone, find expense report, attach image of receipt(s)
  15. 15. Computer by Edward Boatman from the Noun Project Smartphone by Philip Glenn from the Noun Project The Concur Expense Report Do-Si-Do 1. Start expense report on desktop 2. Open phone, find expense report, attach image of receipt(s) 3. Put down phone, refresh desktop, find expense report, finish and submit
  16. 16. How could it be worth $8.3B?
  17. 17. Which button?
  18. 18. Concur is the Olive Garden of enterprise expense tracking software.
  19. 19. Concur is the Olive Garden of enterprise expense tracking software. They only had to be marginally better designed than the homegrown competition to be considered the essential tool.
  20. 20. The Olive Garden Principle If you are surrounded by low quality experiences, you only have to be marginally better designed than them to be different. But when you are surrounded by high quality designed experiences, you will look terrible.
  21. 21. Why is it common in enterprise UX?
  22. 22. http://assets-jpcust.jwpsrv.com/thumbs/ISEX9RAs.jpg
  23. 23. Enterprise UX means designing systems that 1,000 people will use a million times and 10,000 will use once.
  24. 24. Enterprise design is not about making the complex simple; it’s about making the complicated understandable.
  25. 25. Experience Rot
  26. 26. Repeatability Consistency Usability
  27. 27. Delight!
  28. 28.
  29. 29. 😔
  30. 30. https://www.flickr.com/photos/hagoleshet/6880942515/
  31. 31. https://www.flickr.com/photos/hagoleshet/6880942515/ Lagniappe
  32. 32. Room of Requirement
  33. 33. When we focus on “make it pretty” we aren’t focusing on true delight.
  34. 34. How do we get to delight?
  35. 35. The Process The Work Communication Collaboration
  36. 36. Process
  37. 37. https://www.flickr.com/photos/piratejohnny/4775460107/
  38. 38. Real Measurable Iterative Adaptive
  39. 39. Have a process. Do not wing it.
  40. 40. The Work
  41. 41. https://www.flickr.com/photos/leedav/4815952246/
  42. 42. Don’t skip the work. It’s how you find the lagniappe.
  43. 43. Communication
  44. 44. Know Your Audience
  45. 45. Communicate design in a language they can understand.
  46. 46. Collaboration
  47. 47. https://www.flickr.com/photos/atmtx/4391588868/
  48. 48. https://www.flickr.com/photos/juhansonin/6904627876/
  49. 49. https://www.flickr.com/photos/juhansonin/12140602074/
  50. 50. Everyone participates
  51. 51. https://www.flickr.com/photos/atmtx/4391588868/ Make design real to create empathy: Real users Real research Real results
  52. 52. Only by doing the work can we show leadership.
  53. 53. Yes, it’s a fight. https://www.flickr.com/photos/stephaniehobson/4301934446/
  54. 54. 1. Focus on People, Roles, and Goals
 (Know our users, know their post-it notes) 2. Delight with Discovery + Flow
 (“If only I had a… hey, there it is!”) 3. Execute and Improve Relentlessly
 (Crave feedback, ship so you can get it) Design Practice Tenets
  55. 55. https://www.flickr.com/photos/dingatx/4115844000/
  56. 56. Concur is the Olive Garden of enterprise expense tracking software… …but they’re doing something about it.
  57. 57. What are you going to do to help your enterprise organization move beyond just being “a little bit better?”
  58. 58. Be more than just marginally better. Do the work to be extraordinary.
  59. 59. Thank you. Dylan Wilbanks Twitter: @dylanw https://medium.com/crooked-boxes-shaky-arrows/enterprise-ux-and-the-olive-garden

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