enterprise ux

Enterprise UXWhy and How

Presented by Louis Elfman – CoreLogic Innovations Lab

Presented by Louis Elfman – Design Lead @ CoreLogic Innovations Lab

What is Enterprise?

What is Enterprise?

• B2B

• Gov’t

• Healthcare

• etc

Why Enterprise?

Why Enterprise?

• Heart

Why Enterprise?

• Heart• Mind

Why Enterprise?

• Heart • Mind Wallet

Top 10 Tech Salaries

(UX isn’t on the list)

Top 10 Tech Salaries

$48.3bn invested in startups in 2014

Over 1/4 of that was in Enterprise startups

Enterprise needs UX

Enterprise needs UX

Agenda

1. How to work with Enterprise stakeholders

Agenda

1. How to work with Enterprise stakeholders

2. Legacy Products

Agenda

1. How to work with Enterprise stakeholders

2. Legacy Products

3. Finding Users

Agenda

1. How to work with Enterprise stakeholders

2. Legacy Products

3. Finding Users

Agenda

If they’ve never worked with UX…2 types of Product Managers

1. Have worked with UX before 2. Not so much

If they’ve never worked with UX…2 types of Product Managers

If they’ve never worked with UX…

Tomer Sharon - “It’s Our Research”

“[Product managers] represent the voice of

the customer.”

Tomer Sharon - “It’s Our Research”

If they’ve never worked with UX:

If they’ve never worked with UX:

1. Evangelize – Sell them on UX

Design Value IndexGood Design Drives Shareholder Value

Design-conscious companies made 219% more $$$

If they’ve never worked with UX:

1. Evangelize – Sell them on UX

If they’ve never worked with UX:

1. Evangelize – Sell them on UX2. Make them part of research

“Getting stakeholder buy-in for research is usually the

first challenge they mention."Tomer Sharon - “It’s Our Research”

If they’ve never worked with UX:

1. Evangelize – Sell them on UX2. Make them part of research

If they’ve never worked with UX:

1. Evangelize – Sell them on UX2. Make them part of research3. Support all of your claims with data

Data > opinions

If they have worked with UX (but it’s new to org):

If they have worked with UX (but it’s new to org):

1. Partner with your PM

If they have worked with UX (but it’s new to org):

1. Partner with your PM2. Be patient and proactive

If they have worked with UX (but it’s new to org):

1. Partner with your PM2. Be patient and proactive3. Be very visible with research results Remember data > opinions

1. How to work with Enterprise stakeholders

2. Legacy Products

3. Finding Users

Agenda

Legacy products

Legacy products

1. Build a clear vision of what it could be

OMG bast prdouct evar

Legacy products

1. Build a clear vision of what it could be

Legacy products

1. Build a clear vision of what it could be2. Immediate need vs. long-term vision

Current product

Current product Ermahgawd

Current product Ermahgawd

Current product Ermahgawd

Legacy products

1. Build a clear vision of what it could be2. Immediate need vs. long-term vision

Legacy products

1. Build a clear vision of what it could be2. Immediate need vs. long-term visiona. Build relationships

1. How to work with Enterprise stakeholders

2. Legacy Products

3. Finding Users

Agenda

Enterprise users tend to be hyper-specific

Tips to find users:

1. Sales team

Tips to find users:

1. Sales team2. LinkedIn

Tips to find users:

1. Sales team2. LinkedIn3. Market research agencies

Tips to find users:

1. Sales team2. LinkedIn3. Market research agencies4. Go guerrilla

Tips to find users:

A real-world example:O’Reilly Auto Parts Open Enrollment

AKA Hell Week

Hell week:

Hell week:

• Over 60,000 people processed in a week

Hell week:

• Over 60,000 people processed in a week

• 20 temps hired

Hell week:

• Over 60,000 people processed in a week

• 20 temps hired

• Phone systems repeatedly going down

Existing site win!

Outcome:

Outcome:

• 95% reduction in calls

Outcome:

• 95% reduction in calls

• 0 temps hired

Outcome:

• 95% reduction in calls

• 0 temps hired

• System still in place 4 years later

Enterprise needs UX

Enterprise needs UX

Your

face

here

Q & A

Thank you!

Presented by Louis Elfman – CoreLogic Innovations Lab

Presented by Louis Elfman – Design Lead @ CoreLogic Innovations Lab

me@louiselfman.com @lelfman