Download - WUD Keynote - Enterprise Experience
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Enterprise ExperienceFusing Design, Business, and Technology to deliver
Experience Excellence
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INTRO Enterprise Experience in a nutshell
• EX is a synthesis of user experience and enterprise architecture
• It combines design, technology and business
• It focuses on co-creation and employee, management and end-user experience
ENTERPRISE EXPERIENCE
DESIGN
BUSINESS TECHNOLOGY
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INTRO It’s like an onion, really
USER EXPERIENCE
CUSTOMER EXPERIENCE
ENTERPRISE EXPERIENCE
USABILITY &ACCESSIBILITY
INTERACTIONDESIGN
INFORMATIONARCHITECTURE
USABILITY &ACCESSIBILITY
VISUALDESIGN
MULTICHANNELDESIGN
FACILITY/STOREDESIGN
SERVICEDESIGN
INTERACTIONDESIGN
INFORMATIONARCHITECTURE
USABILITY &ACCESSIBILITY
VISUALDESIGN
ENTERPRISEARCHITECTURE
LIFECYCLEMANAGEMENT
CO-CREATIONMODEL
MULTICHANNELDESIGN
FACILITY/STOREDESIGN
SERVICEDESIGN
INTERACTIONDESIGN
INFORMATIONARCHITECTURE
USABILITY &ACCESSIBILITY
VISUALDESIGN
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INTRO • Customer and employee
experience is limited by business capabilities
• Current approaches tend to fail in big programs and projects
• Our clients are getting tired of agile not delivering on its promise
Why should I care?
2 T
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EX IS Holistic & content-driven
• We need to consider the information, process and user layers together
• No single layer or principle can lead the project
• The “truth” in the content and context is the main driver.
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EX IS • EX needs to start from the top and
bridge the gap between strategy and actual work done
• EX does not work on single project level, it needs to be systemic and built-in
Strategic & systemic
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EX IS • Nobody is good enough to do EX by
themselves
• Destroy the silos: we need dedicated teams of designers, architects, developers and business analysts
Multidisciplinary
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EX IS • Why do we only focus on the UX of
the final product and not the way it is defined?
• Good experience and co-creation improves commitment and keeps us focused
• The people involved in the project should get the best possible experience, not just the end users
About the process as well as the result
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HOW? A few observations from along the way
• It pays off to be agile-sceptic • EX requires us to understand the big picture
first, there are no shortcuts.
• Focus on lifecycles with the customers, not single projects and phases
• Invest in cross-disciplinary teams and communication
• Separate project raw materials from communications • Educate customers on sketching and co-
creation
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Thank you!
Questions & comments