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How Enterprise Software
Can be Saved by UX Research
and Service Design
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Jen Blatz • Enterprise & Service Design
Enterprise & Service Design
@jnblatz
Jen Blatz
UX Researcher & Designer
jnblatz
jenniferblatz
UX Research and Strategy Group
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Jen Blatz • Enterprise & Service Design
Enterprise
Enterprise
Software used to satisfy the needs
of an organization or company
rather than individual users.
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Jen Blatz • Enterprise & Service Design
Enterprise
Enterprise
• Not delightful
• To get a job done
• Long periods of time
• Legacy
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Jen Blatz • Enterprise & Service Design
Enterprise
Person who
bought the
software
You, being
told what
enterprise
software
to use
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Jen Blatz • Enterprise & Service Design
Enterprise
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Jen Blatz • Enterprise & Service Design
Enterprise
Warning!
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Jen Blatz • Enterprise & Service Design
Security Company Example
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Jen Blatz • Enterprise & Service Design
Security Company Example
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Jen Blatz • Enterprise & Service Design
Enterprise
Relief…
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Jen Blatz • Enterprise & Service Design
Service Design
Service Design
The activity of planning and organizing a business’s
resources, people, props, and processes. In order to:
Improve the employee’s experience, and, indirectly, the
customer’s experience.
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Jen Blatz • Enterprise & Service Design
Enterprise & Service Design
Service
Design
• Directly improve the
employee’s experience
• Indirectly, helping the
customer’s experience
Enterprise
Software
• Meets business needs,
not operator
• Purchased by someone
else, not using it every day
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Jen Blatz • Enterprise & Service Design
Come Together
Secondary
users and effect
Service
Design
Enterprise
Software
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Jen Blatz • Enterprise & Service Design
Service Design Blueprint
Service Design Blueprint concept: Adaptive Path
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Jen Blatz • Enterprise & Service Design
Problem to Solve
Reports on Internet Security
• Monitors company’s internet traffic
• Monthly or quarterly reports
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Jen Blatz • Enterprise & Service Design
Problem to Solve
Problems with Reports
• Manual process (up to 2 hours!)
• Does not scale
• Information from several systems
• Does not meet customer needs
• Presentation is disjointed
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Jen Blatz • Enterprise & Service Design
Service Design
Service Design
to the Rescue!
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Jen Blatz • Enterprise & Service Design
Research Plan
Plan of Attack
• Heuristic evaluation
• Interview customers
• Contextual inquiry
• Journey map
• Service design blueprint
• Recommendations
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Jen Blatz • Enterprise & Service Design
Process to Happy Customers
Employee
building report
Contextual
inquiry
Client
using report
Investigate
report
Heuristic
evaluation
User/usability
interview
Happy Customers
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Jen Blatz • Enterprise & Service Design
Heuristic Evaluation
Report design
Understanding the report’s content
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Subhead and text here
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Jen Blatz • Enterprise & Service Design
Customer Interviews
What do clients want?
Reports don’t do it
• Actionable items to take to their boss
• Reflective of industry trends or concerns
• Context or interpretation
• Personalized
• Useful information
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Jen Blatz • Enterprise & Service Design
Contextual Inquiry
Contextual Inquiry
How is the report being built?
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Contextual Inquiry
Observation
• Deep dive in to creation process
• Systems used
• Time on task
• Opportunity for error
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So many systems
Word
Excel
Console
WERT
WebApp
Calculator
Internet
Remove excess data
Run scripts
Search systems
Run reports
Calculate manually
Copy and paste
Admin tools
So many actions
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Jen Blatz • May 2019
Enterprise Service Design
User flow
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Jen Blatz • Enterprise & Service Design
Service Design Blueprint
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Jen Blatz • Enterprise & Service Design
Service Design Blueprint
5 Cubies!
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Jen Blatz • Enterprise & Service Design
Service Design Blueprint
Service Design Blueprint concept: Adaptive Path
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Jen Blatz • www.jenniferblatzdesign.com
Enterprise & Service Design
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Jen Blatz • Enterprise & Service Design
Service Design Blueprint: Example
Elderly, mobility issues
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Jen Blatz • Enterprise & Service Design
Service Design Blueprint: Example
Customer
touch point
Services
provided
Employee
interaction
Pros / good
/ positive
Cons / bad
/ negative
How might
we?
Sci-Fi Land
Crazy Alien
Spin-o-meter
Restroom Extra Terest.
Burger Stand
Photo Op
with Captain
Galactic Gift
Shop
Outer Space
Drop
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Jen Blatz • Enterprise & Service Design
Service Design Blueprint: Example
Customer
touch point
Services
provided
Employee
interaction
Pros / good
/ positive
Cons / bad
/ negative
How might
we?
Elderly, mobility issues
Crazy Alien
Spin-o-meter
Restroom Extra Terest.
Burger Stand
Photo Op
with Captain
Galactic Gift
Shop
Outer Space
Drop
Low-glycemic
foods, menus
Know CPR,
Strength
AC, free
water, seating
Tall seats,
tight aisles
Sci-Fi Land
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Jen Blatz • Enterprise & Service Design
Service Design Blueprint
Service Design Blueprint concept: Adaptive Path
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Jen Blatz • Enterprise & Service Design
Service Design Blueprint
Action (yellow)
Observations (orange)
Notes/comments (pink)
Screen grabs (photos)
Tabs for program/system
Blueprint
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Jen Blatz • Enterprise & Service Design
Collaboration and Validation
Review
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Jen Blatz • Enterprise & Service Design
Service Design Blueprint: Digital
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Jen Blatz • Enterprise & Service Design
Research Plan
Plan of Attack
• Heuristic evaluation
• Interview customers
• Contextual inquiry
• Journey map
• Service design blueprint
• Recommendations
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Jen Blatz • Enterprise & Service Design
Holistic View
Transparency
• Surface gaps and opportunities
• Managers aware of problems
• Devs brought in to process
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Jen Blatz • Enterprise & Service Design
Enterprise & Service Design
For you?
• Surfaces insights
• Solo and collaborative
• Low resolution
• No special tools
• Tech-pertice not required
• Customer focused, via employee
• Recommendations and progress
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How Enterprise Software
Can be Saved by UX Research
and Service Design
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Jen Blatz • Enterprise & Service Design
Enterprise & Service Design
@jnblatz
Jen Blatz
UX Researcher & Designer
jnblatz
jenniferblatz
UX Research and Strategy Group