UXA2022 Day 1; Jen Blatz - How Enterprise Software Can be Saved by UX Research and Service Design

Enterprise software is often terrible. Through UX research methods, we have the chance to improve it. In this talk, I show how to apply mixed methods to inform UX design on software and services that are not consumer-facing, rather used internally by companies and employees. I will talk about how to take research to new heights, by modifying the traditional Service Design Blueprint, to suite alternative research needs and how this can make any project infinitely better.

Transcript

1. How Enterprise Software Can be Saved by UX Research and Service Design
2. Jen Blatz • Enterprise & Service Design Enterprise & Service Design @jnblatz Jen Blatz UX Researcher & Designer jnblatz jenniferblatz UX Research and Strategy Group
3. Jen Blatz • Enterprise & Service Design Enterprise Enterprise Software used to satisfy the needs of an organization or company rather than individual users.
4. Jen Blatz • Enterprise & Service Design Enterprise Enterprise • Not delightful • To get a job done • Long periods of time • Legacy
5. Jen Blatz • Enterprise & Service Design Enterprise Person who bought the software You, being told what enterprise software to use
6. Jen Blatz • Enterprise & Service Design Enterprise
7. Jen Blatz • Enterprise & Service Design Enterprise Warning!
8. Jen Blatz • Enterprise & Service Design Security Company Example
9. Jen Blatz • Enterprise & Service Design Security Company Example
10. Jen Blatz • Enterprise & Service Design Enterprise Relief…
11. 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.
12. 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
13. Jen Blatz • Enterprise & Service Design Come Together Secondary users and effect Service Design Enterprise Software
14. Jen Blatz • Enterprise & Service Design Service Design Blueprint Service Design Blueprint concept: Adaptive Path
15. Jen Blatz • Enterprise & Service Design Problem to Solve Reports on Internet Security • Monitors company’s internet traffic • Monthly or quarterly reports
16. 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
17. Jen Blatz • Enterprise & Service Design Service Design Service Design to the Rescue!
18. Jen Blatz • Enterprise & Service Design Research Plan Plan of Attack • Heuristic evaluation • Interview customers • Contextual inquiry • Journey map • Service design blueprint • Recommendations
19. 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
20. Jen Blatz • Enterprise & Service Design Heuristic Evaluation Report design Understanding the report’s content
21. Subhead and text here
22. 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
23. Jen Blatz • Enterprise & Service Design Contextual Inquiry Contextual Inquiry How is the report being built?
24. Contextual Inquiry Observation • Deep dive in to creation process • Systems used • Time on task • Opportunity for error
25. 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
26. Jen Blatz • May 2019 Enterprise Service Design User flow
27. Jen Blatz • Enterprise & Service Design Service Design Blueprint
28. Jen Blatz • Enterprise & Service Design Service Design Blueprint 5 Cubies!
29. Jen Blatz • Enterprise & Service Design Service Design Blueprint Service Design Blueprint concept: Adaptive Path
30. Jen Blatz • www.jenniferblatzdesign.com Enterprise & Service Design
31. Jen Blatz • Enterprise & Service Design Service Design Blueprint: Example Elderly, mobility issues
32. 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
33. 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
34. Jen Blatz • Enterprise & Service Design Service Design Blueprint Service Design Blueprint concept: Adaptive Path
35. Jen Blatz • Enterprise & Service Design Service Design Blueprint Action (yellow) Observations (orange) Notes/comments (pink) Screen grabs (photos) Tabs for program/system Blueprint
36. Jen Blatz • Enterprise & Service Design Collaboration and Validation Review
37. Jen Blatz • Enterprise & Service Design Service Design Blueprint: Digital
38. Jen Blatz • Enterprise & Service Design Research Plan Plan of Attack • Heuristic evaluation • Interview customers • Contextual inquiry • Journey map • Service design blueprint • Recommendations
39. Jen Blatz • Enterprise & Service Design Holistic View Transparency • Surface gaps and opportunities • Managers aware of problems • Devs brought in to process
40. 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
41. How Enterprise Software Can be Saved by UX Research and Service Design
42. Jen Blatz • Enterprise & Service Design Enterprise & Service Design @jnblatz Jen Blatz UX Researcher & Designer jnblatz jenniferblatz UX Research and Strategy Group