Enterprise UX

Closing keynote at UX2016 conference, Copenhagen, Denmark.

Transcript

1. ENTERPRISE UX Jonas Söderström • UX 2016 • Copenhagen 4 March 2015 Frustration, stress & mistrust in the workplace
2. twitter @jonas_blind_hen @inuse_swe #uxconfcph #enterpriseUX
3. User experience • Service design • Sustainability Stockholm • Göteborg • Malmö
4. 1994 –
5. Create new document
7. Enterprise software is far behind
8. ”One year of incorrect salaries” 2012
9. sep 2011 – sep 2012 2 757 hours of overtime
10. ”Salaries will be incorrect during all of 2013 because finding the right new routines will take time” Manager
11. Several thousands defence employees hit by payroll system failure
12. Thousands of health care workers have not been payed for several months
13. Employees not being payed their salaries
14. New payroll system creates chaos
15. Thousands may have received incorrect sick leave pay
20. The digital workplace as a cause of stress
21. Angry, stressed, frustrated with IT 3400 2012 M T W T F 40 % every week, another 20 % every day.
22. Biggest source of frustration in the office? 1. Slow web applications 2. Computer 3. Printer 4. Boss 5. Meetings 1000 2012
23. What do you value most for your job satisfaction? 1. Well-functioning, trouble-free IT systems (87 %) 2. High salary (82 %) 1027 TNS Sifo, 2015
24. 0 5 10 15 Insecure 24h work On alert Dangers 26 % Causing stress IT Systems 3700 ” rst responders” Arnetz, 2013
25. from 145 to 313 clicks New system Renew weapons licence mean 2 hr 52 m Write 1 report, shoplifting 2014
26. Typical causes
27. Too many systems
28. Treserva (social security system) WebbSotis (old social security system) Giraff (internal invoicing) Horisonten (accounting) Prognosprogram (economy) Winst (procurement portal) Rappet (client reports) Personec (HR reports) Time Care (work schedule) Winlas Webb (temps worked hours) Time Care pool (assigning temps) Lisa (accident reporting) Adato (rehabilitation process management) Offentliga jobb (recruiting) Telephone self-service system
29. Karolinska Institute Library, Feb. 18 110 employees 117 systems 2014
31. Systems are different
32. 04.03.16 03.04.16 2016-03-04 16.03.04 1959-03-21-1273 590321-1273 19590321-1273 195903211273
33. Interaction overload
36. John reports hours worked in two systems: one uses comma, the other point 1,5 hrs 1.5 hrs
37. What happens if he uses a comma in the system that wants a point? 1,5 hrs 1,5 hrs
38. System ignores comma and records 15 hours, without any error message. 15 hrs
39. x-ray delta one/flickr under a cc-license OUR PROJECT
40. The user’s experience pchweat/ ickr under cc-license
41. Inferior design
42. 1 2 3 4 Next >> Basket Shipping Con rm Pay
43. How to pay the invoice?
44. Plus: The burden of vigilance Uncoordinated implementation Lack of training Blame the user
45. Cognitive load on an entirely new scale
46. But people are also ingenious
47. Photo: Richard Gatarski
48. Photo: Richard Gatarski
49. But it’s not just a design issue ...
50. ... there are even greater challenges.
51. ”...we are stifled by administrative systems” Professors and teachers at Uppsala University
52. –1% +6% +5% +4% +3% +2% –2% +1%
55. C Northcote Parkinson
58. Parkinson’s law
62. Bureaucracy 2.0
63. Growth of bureaucracy +6 %
64. Digital systems means new possibilities ... ... for bureaucrats, too.
65. Chores, not work
67. New Public Management (NPM) Excessive documentation Process managment
68. ”... all the software designed to save us from administrative responsibilities turned us into part- or full-time administrators” David Graeber, historian
69. IT command & control +
70. Controls my work ”in an annoying and unreasonable way” 2282 Unionen, 2012
71. Digital taylorism
72. lack of trust creating conscience stress Consequences: ” ”
73. ...and furthermore, the systems work poorly.
74. Our developers?
75. Our developers? NO
76. Digitalisation drives complexity.
77. ”simplify”
78. We don’t use IT to simplify anymore.
79. Programming the ENIAC, late 1940ies We did...
80. Joneal Williams-Daw at the UNIVAC 1, 1953
81. Norc, Columbia University’s Watson Lab, 1954
82. but now ...
83. 145 ➡ 313 clicks We use IT to do new things. We use IT to do new things.
84. Exponentially increasing complexity
85. 4 6
86. 5 10 +4 +1
87. 6 15 +5 +1
88. Connections Systems
89. temps salary travel expenses auditing law recruiting competence rehabilitation bene ts staffing individual schedule schedule
90. 117 118 +1 +6903
91. Metcalfe’s laws EVIL TWIN
92. Law of diminishing returns
93. Antibiotics Resistance Motorways Traffic overload Fertilizer Toxicity
94. After 5 years of construction to widen I-405, traffic is slightly slower than before The "fundamental rule" of traffic. Vox, Oct 23, 2014
95. Productivy slows down
96. 0 % 1 % 2 % 3 % 4 % 95-2005 2006-13 ITs part Total OECD 90-95, SCB 95-2013 Productivity growth in Sweden
97. ”Software is eating the world” Marc Andressen
98. Everything that eats, also produces excrement. Jonas Söderström
99. Call to action: UX-ers, take the lead!
100. Sand Hill 2012 Enterprise systems study 17% end user productivity loss 300 ”The economic value of losses outweighs 100% of total IT spend. Ouch.”
101. Reduce number of systems
102. ix design / ux + ergonomics + occupational safety & hazards
103. ”ict stress” Shift focus
104. digital work enivironment Shift focus
105. See the whole picture
106. Bild: Karin Båtelson, överläkare SU
107. Fight stress Fight bureacracy Empower and delight users
108. Trust Self-organizing Freedom Control Distrust vs
109. The work environment shall be satisfactory in view of the social and technological developments in society. Swedish Work Environment Act, Chapter 2, § 1. (Norwegian law is similar)
110. © Jan Gulliksen, Bengt Göransson and Åsa Cajander 15 years
111. Demand ”consumer- grade usability”
112. No more highways Build small and sensible things
113. Copenhagen bicycle bridge
114. in Swedish Book in Norwegian
115. Margaret Gould Stewart, Facebook Jeff Veen, Adaptive Path Susan Weinschenk, The Brain Lady Al Gore Nobel Prize Winner April 14-16
116. Thank you! Mail: jonas.soderstrom@inuse.se Twitter: @Jonas_Blind_Hen Site: stupidsystem.org inuse.se Speakerdeck: Jonas Söderström Bild: Pelle Sten
118. Further reading 1 David Boyle: The Human Element Gary Hamel: What matters now John Seddon: Freedom from Command & Control
119. Further reading 2 Gojko Adzic: Impactmapping impactmapping.org Henrik Kniberg: How we got rid of time reports – a story of waste elimination http://bit.ly/1m7424d
120. Sources & links ”A Busy Doctor’s Right Hand, Ever Ready to Type” NY Times, Jan. 12, 2014 http://www.nytimes.com/2014/01/14/health/a-busy- doctors-right-hand-ever-ready-to-type.html 26% of rst responders stressed by IT systems Arnetz, 2012: ”Det här är inte vilket yrke som helst!” Reviewed in Swedish here: http://javlaskitsystem.se/ 2014/08/it-system-stressar-blaljuspersonalen-mer-an- faror-och-obekvama-arbetstider/
121. 17% end user productivity loss: 2012 IT Adoption Insight Survey Reveals Disturbing Level of Enterprise Productivity Loss (March 5, 2012) http://sandhill.com/article/2012-it-adoption-insight- survey-reveals-disturbing-level-of-enterprise- productivity-loss/ David Graeber on administration ”Of Flying Cars and the Declining Rate of Pro t” The Baffler, March 2012 http://thebaffler.com/past/of_ ying_cars Sources & links
122. Definition of ”digital work environment”
123. Any part of the working environment where you interact with or are controlled by digital systems
124. Digital work enivironment Technical quality Adapted to humans and task Impact on the way we work
125. Good digital workplace simple, intuitive easy to nd, hard to make mistakes, good training no crashes, fast network, instant feedback exibility, less administration, focus on core tasks, freedom (work anywhere, anytime) Stability, speed Well adapted to humans and task Simplifying & empowering
126. Bad digital workplace too many clicks, hard to nd, easy to make mistakes, poor or no training server crashes, slow network, printer trouble un exible, burdensome administration, layoffs, dis-empowerment, surveillance, always reachable Slow, unstable, buggy Not adapted to humans and task Increasing work-load
127. Digital work environment the whole picture
128. digital aspects of work environment social & organizational aspects of work environment physical aspects of work environment
129. digital aspects of work environment social & organizational aspects of work environment physical aspects of work environment Mouse arm iPad neck SMS-thumb vison command & control, surveillance, distrust, etc