Tweet
Tweet

Slide 1

Slide 1 text

A Journey in Enterprise UX Stéphanie Walter - 2023

Slide 2

Slide 2 text

stephaniewalter.design @WalterStephanie 🦊 UX Researcher & UX Designer 
 Mobile expert. Pixel & CSS Lover

Slide 3

Slide 3 text

I design products & softwares used by internal employees for their daily work.

Slide 4

Slide 4 text

Products, Softwares & Services built internally in the company SaaS product sold as packages to be then used by employees

Slide 5

Slide 5 text

Historically, enterprise products meant”boring” “ugly” and “hard to use”.

Slide 6

Slide 6 text

One Internal Tool, a LOT of different user groups

Slide 7

Slide 7 text

User Research in the context of internal enterprise users

Slide 8

Slide 8 text

We started with quantitative data ๏ What and how much: current pages usage. ๏ Analysis (business) of the content of the current pages.

Slide 9

Slide 9 text

We analysed the content of the current pages ๏ Check for duplicated content ๏ Rework the information architecture to make it easier to navigate

Slide 10

Slide 10 text

We got the “as is”, and the “what”, we need the why and how. Time for user research!

Slide 11

Slide 11 text

BEFORE starting research, find people to help you get familiar with the business process, the jargon, and what is currently into place.

Slide 12

Slide 12 text

Getting access to internal users ๏ I made friends with different departments (got closer to their support teams). ๏ I asked for referrals for more users. ๏ People are usually happy to help you improve the tools they work with. ๏ Build a community of users you can involved for continuous research.

Slide 13

Slide 13 text

User Interviews & Task Analysis ๏ Understand tasks and activities ๏ Get pain-points, needs and frustrations If you had a magic wand, what would you change to make this activity/task easier for you? Can you remember you biggest pain or issue when trying to perform this activity? How do you overcome this today? Pain points What actions or decisions do you take in order to accomplish this? Describe an activity or task that requires you to use Scrap« in your dailywork. Activity How? changes Rythm & duration Hew long does it take? erform your activity? ^ Priority If you had a magic wand, what would you change to make this activity/task Can you remember you biggest pain Describe an activity or task that requires you to use Scrap« in your dailywork. What actions or decisions do you take in order to accomplish this? Magic Activity How? How do you overcome this today? A'rfw-J- dL Rythm & duration How long does it take? do you to (hi perform your activity? ^ Priority If you had a magic wand, what would you change to make this activity/task easier for you? Can you remember you biggest pain or issue when trying to perform this activity? How do you overcome this today? Pain points Describe an activity or task that requires you to use Scrap« in your dailywork. Activity changes Rythm & duration Hew long does it take? ^ Priority

Slide 14

Slide 14 text

In context, more task oriented interviews

Slide 15

Slide 15 text

Keep trace & document everything. Even if it’s out of scope. It might be useful in the future!

Slide 16

Slide 16 text

People are not used to User Centered process. During research, they tend to express solutions. You will have to dig to find the needs.

Slide 17

Slide 17 text

“I need an export to excel button” she said…

Slide 18

Slide 18 text

What she needed was to only see the active projects in the table… Filters!

Slide 19

Slide 19 text

Reporting and defining priorities List big pain-points and needs Prioritize those with the team: fast track vs big topics

Slide 20

Slide 20 text

Fast track ๏ Content, small features where we don’t have time / don’t need to do intensive research ๏ Mostly UI design ๏ Use the design system to migrate the content

Slide 21

Slide 21 text

Fast track ๏ Ask a few users for quick mockup feedback ๏ Gather more feedback on the developed feature

Slide 22

Slide 22 text

Specific research for big topics ๏ Gather the previous research on the topic (if it exists) ๏ Schedule follow up research sessions on that topic ๏ Iterated on some design solutions ๏ Usability Testing (Axure prototype / beta version)

Slide 23

Slide 23 text

Observational testing ๏ Observational feedback session on beta version that we opened to some users. ๏ “Please try to do whatever you needed to do with [oldtool], but use [newtool] instead”.

Slide 24

Slide 24 text

๏ I tell people I will answer all their questions at the end ๏ I make sure I have time at the end of the session for this ๏ It’s okay, on topics that are NOT related to the tasks in the test Usability tests can become training sessions

Slide 25

Slide 25 text

User diary - understand usage over a period of time The trigger: when you were trying to do something with the new tool but couldn’t and had to fallback to the old one

Slide 26

Slide 26 text

What I wish I knew sooner about enterprise UX and users

Slide 27

Slide 27 text

Complex business require complex interfaces. Don’t oversimplify it!

Slide 28

Slide 28 text

Content might be here for a reason. But you are allowed to question it.

Slide 29

Slide 29 text

Users need data on those screens. We need to find a way to bring those to them.

Slide 30

Slide 30 text

DO NOT TRUNCA…!

Slide 31

Slide 31 text

General Information 21,74 M EUR EIB Authorised Amount (up to) Normal Workflow Type Microfinance, Regufeers/Migration Special Operation Characteristics Ice cream donut gummies marzipan candy lollipop jujubes jelly. Gingerbread pudding sweet roll bonbon candy cupcake gingerbread pie tiramisu. Chocolate cake marzipan candy canes macaroon ice cream donut carrot cake chocolate. Project Description 52,97 M EUR Project Cost In M EUR Currency Show more General Information 21,74 M EUR EIB Authorised Amount (up to) Normal Workflow Type Microfinance, Regufeers/Migration Special Operation Characteristics Ice cream donut gummies marzipan candy lollipop jujubes jelly. Gingerbread pudding sweet roll bonbon candy cupcake gingerbread pie tiramisu. Chocolate cake marzipan candy canes macaroon ice cream donut carrot cake chocolate.Ice cream donut gummies marzipan candy lollipop jujubes jelly. Gingerbread pudding sweet roll bonbon candy cupcake gingerbread pie tiramisu. Chocolate cake marzipan candy canes macaroon ice cream donut carrot cake chocolate.Ice cream donut gummies marzipan candy lollipop jujubes jelly. Gingerbread pudding sweet roll bonbon candy cupcake gingerbread pie tiramisu. Chocolate cake marzipan candy canes macaroon ice cream donut carrot cake chocolate. Project Description 52,97 M EUR Project Cost In M EUR Currency Show less 40 words for the show more Less than 61 caracters, we show it as normal def list item A Mandate Name Here 31.12.2023 Chocolate lollipop gummies topping cheesecake caramels pie. Pie cupcake tart sesame snaps sweet tootsie roll. Chocolate lollipop gummies topping cheesecake caramels pie. Pie cupcake tart sesame snaps sweet tootsie roll. Chocolate lollipop gummies topping cheesecake caramels pie. Pie cupcake tart sesame snaps sweet tootsie roll. Chocolate lollipop gummies topping cheesecake caramels pie. Pie cupcake tart sesame snaps sweet tootsie roll. Chocolate lollipop gummies topping cheesecake caramels pie. Pie cupcake tart sesame snaps sweet tootsie roll. Chocolate lollipop gummies topping cheesecake caramels pie. Pie cupcake tart sesame snaps sweet tootsie roll. Chocolate lollipop gummies topping cheesecake caramels pie. Pie cupcake tart sesame snaps sweet tootsie roll. Chocolate lollipop gummies topping cheesecake caramels pie. Pie cupcake tart sesame snaps sweet tootsie roll. Chocolate lollipop gummies topping cheesecake caramels pie. Pie cupcake tart sesame snaps sweet tootsie roll. Chocolate lollipop gummies topping cheesecake caramels pie. Pie cupcake tart sesame snaps sweet tootsie roll. Chocolate lollipop gummies topping cheesecake caramels pie. Pie cupcake tart sesame snaps sweet tootsie roll. Chocolate lollipop gummies topping cheesecake caramels pie. Pie cupcake tart sesame snaps sweet tootsie roll. Show less Manage Holding Fund A Mandate Name Here 31.12.2023 Chocolate lollipop gummies topping cheesecake caramels pie. Pie cupcake tart sesame snaps sweet tootsie roll. Chocolate lollipop gummies topping cheesecake caramels pie. Pie cupcake tart sesame snaps sweet tootsie roll. Chocolate lollipop gummies topping cheesecake caramels pie. Pie cupcake tart sesame snaps sweet tootsie roll. Show more Manage Holding Fund Show more / show less mecanism

Slide 32

Slide 32 text

People work with the data: don’t block copy/paste and help them extract & share the content if needed.

Slide 33

Slide 33 text

Export features, when needed

Slide 34

Slide 34 text

Make it easy to collaborate & share content with colleagues

Slide 35

Slide 35 text

Users don’t care about what data goes into what tool in your IT ecosystem. 
 But they care about how many clicks!

Slide 36

Slide 36 text

Item Page in My Tool Cross linking, to avoid the “extra” clicks Same Item in XTool Same Item in ZTool

Slide 37

Slide 37 text

Automate data retrieval across systems and avoid copy pasting (wait, what?)

Slide 38

Slide 38 text

Customization options are useful in productivity tools.

Slide 39

Slide 39 text

If people invest time to customise, keep their options!

Slide 40

Slide 40 text

Trainings is expected 
 (in different forms and shapes)

Slide 41

Slide 41 text

Some people need and expect it! And some hate it. Make it optional, but, offer training, in different formats (live sessions, FAQ, etc.)

Slide 42

Slide 42 text

Training doesn’t mean your interface isn’t good.

Slide 43

Slide 43 text

A user interface is like a joke. If you have to explain it, it’s not that good. Like any good joke, you might need some prior knowledge (business) to understand it. Doesn’t make it a bad joke. Or a bad interface. “ ”

Slide 44

Slide 44 text

Training sessions can be used for user research, to gather feedback, first impression, etc.

Slide 45

Slide 45 text

The challenges you might face in such environments…

Slide 46

Slide 46 text

A lot of security and tool constraints.

Slide 47

Slide 47 text

Be flexible, the tool doesn’t make the designer 🧠

Slide 48

Slide 48 text

Accept you may not be as efficient at first.

Slide 49

Slide 49 text

Bad user experience is the norm because perceived value of design is low. 
 But… it gets better.

Slide 50

Slide 50 text

Users are starting to demand better tools & experience.

Slide 51

Slide 51 text

Make the research & design process public, visible.

Slide 52

Slide 52 text

Turn developers, BAs, QAs, colleagues into design advocates.

Slide 53

Slide 53 text

Don’t bring an opinion to a data fight: measure, bring proof.

Slide 54

Slide 54 text

Monitoring & Measuring ๏ Usage with Matomo (daily session, events, search, etc.) ๏ UMUX-lite Survey (perceived usability and usefulness) ๏ Feedback and Verbatims

Slide 55

Slide 55 text

Change management becomes part of your job as a designer too

Slide 56

Slide 56 text

๏ Some people need a little hand holding, it’s fine ๏ Prepare, support, and help individuals, teams, and organizations with change

Slide 57

Slide 57 text

Get champions and advocates in your user base

Slide 58

Slide 58 text

Early Adopters and Email signatures

Slide 59

Slide 59 text

Complex internal organisations slow things down. 3.

Slide 60

Slide 60 text

Patience: you are in for the long game

Slide 61

Slide 61 text

Find political allies who can help you move things and break silos.

Slide 62

Slide 62 text

Understand what makes people click and leverage it!

Slide 63

Slide 63 text

Complexity is scary… Cut it down in smaller parts. And document your process!

Slide 64

Slide 64 text

Analysis Asking for help (business) to make sens of the complexity. Complexity Fear: how am I supposed to design that?? Solution Design Eventually, everything clicks into place User Research Finding & understanding more of the puzzle. By stephaniewalter.design

Slide 65

Slide 65 text

There is a lot of improvement opportunities. We need you!