1. The Enterprise UX Journey: Lessons From the Voyage & The Opportunity AheadCatherine Courage SVP, Customer Experience Twitter: @ccourage 2. Enterprise UX EvolutionImpact&Inuence Time 3. Experience Wins! 4. Catherine Courage Twitter: @ccourage Author of Understanding Your Users Built the Citrix Customer Experience team from 1 to 300+ in 6 years SVP, Customer Experience, Citrix Enterprise UX focus for 15+ years 5. 2014 Citrix. Confidential. Citrix: Enabling a world where people can experience work and life their way. 6. Its A Journey 7. Phases of the Journey 4 8. 2009Time2015+ Experience Evolution BusinessImpact 1. Chaos 2. React & Inuence 3. Organize & Impact 4. Rene & Differentiate 9. Chaos 1 10. Experience rst!Mark Templeton, Citrix CEO 11. Feature Focused 12. Make UX DESIGN Part of our DNA 13. Building Trust & Credibility 14. Listen Understand Act 15. 2014 Citrix. Confidential. 16. Innovation in the Wild Doug Dietz Innovation Architect, GEClaudia Kotchka Innovation & Strategy Consultant Tom Kelley General Manager of IDEOSpeaker Series 17. Finding Building a Killer Team 18. FindingAssessing Building a Killer Team 19. FindingAssessingWinning Building a Killer Team 20. FindingAssessingWinningRetaining Building a Killer Team 21. FindingAssessingWinningRetainingDeveloping Building a Killer Team 22. No Dead WeightNo Divas 23. FindingAssessingWinningRetainingDeveloping Building a Killer Team 24. 2014 Citrix. Confidential. 25. End User Experiences Before 26. 2014 Citrix. Confidential.Citrix Confidential - Do Not 27. Seamless 28. 2014 Citrix. Confidential. Admin Experience 29. React & Inuence 2 30. Discovery Detailed SpecsDetailed " Design ImplementationShip12345 31. Customer Experience Product Management Product Development Three-in-a-Box 32. Empathy 33. We cant just ask 34. Walk in their shoes 35. 2014 Citrix. Confidential. Network Connectivity 3G - Slow, intermittently drops Slow Fast 36. 2014 Citrix. Confidential. Experiment 37. Formulate Concepts 38. 2014 Citrix. Confidential. Rapid Prototypes 39. 2014 Citrix. Confidential. Constant Customer Feedback 40. 2014 Citrix. Confidential. 41. 2014 Citrix. Confidential.51 42. External Collaboration 43. 2012 Citrix | Confidential Do Not Distribute 100+ Design Catalysts 44. Space to Create 45. 2014 Citrix. Confidential. 46. Organize & Impact 3 47. 2014 Citrix. Confidential. Drive company and product strategy through customer insights Apply a design thinking approach company wide to drive innovation Increase customer adoption and loyalty through irresistible experiences in everything we deliver Delivering an Exceptional Experience 48. Scaling More projects = Great success More projects Great success 49. 2014 Citrix. Confidential. 50. FindingAssessingWinning Building a Killer Team 51. FindingAssessingWinningRetaining Building a Killer Team 52. FindingAssessingWinningRetainingDeveloping Building a Killer Team 53. Product Instrumentation 54. Net Promoter Score 55. Im very excited about the right direction Citrix is taking in making it easier to install, congure, and manage. XD 7 has addressed complexity, number of management points, and simplied the deployment. I am a Citrix weenie genuine love for your technology. Citrixs goals have been aligned with what we do as a company. Our employees and builders work that way. Any device, any time, anywhereis key. Admins 56. My boss is happy that I work more and get more work done. My wife would rather have me home and working rather than working late at the oce. When my twins were born, I worked in the hospital ICU for 3 weeks o of my iPad through Citrix. My company allowed me to do it. It would be a dierent world without Citrix. I love my work because of Citrix. End Users 57. Rene & Dierentiate 4 58. Provide an Exceptional Experience to" Every User, Every time 59. 2014 Citrix. Confidential. Dont Wait for Permission 60. 2014 Citrix. Confidential. 61. 2014 Citrix. Confidential. Drive design excellence across Citrix products and services Make DESIGN part of Citrix DNA Build, develop, and retain a rst-class Product Design team Customer Experience STRATEGIC IMPERATIVE! 123 Easy Renewals First-Time Delight Best-In-Class Support Employee Experiences 62. Santa Clara | San Francisco | Riverside | Santa Barbara | Seattle | Ft Lauderdale | Cambridge/Karlsruhe | Hamburg | Bangalore | Denver | New York | San Diego | Raleigh 2009201020112012201320142015 Experience Team 100 200 300 63. Everyone thinks of changing the world, but no one thinks of changing himself. Leo Tolstoy 64. 2009Time2015+ Experience Evolution BusinessImpact 1. Chaos 2. React & Inuence 3. Organize & Impact 4. Rene & Differentiate 65. Themes Acrossthe Journey 66. You have to ght through some bad days to earn the best days. 67. The single biggest problem in communication is the illusion that it has taken place. George Bernard Shaw 68. Community Engagement 69. Conference Themes 1. Insights at Scale2. Craft Amid Complexity 3. Experimentation in the Enterprise4. Designing Organizational Culture 70. 2014 Citrix. Confidential. Customer experience is everyones responsibility! 71. 2014 Citrix. Confidential. 72. TEDxKyoto: Igniting Creativity to Transform Corporate Culture https://www.youtube.com/watch?v=01Y7qlPFpqw Understanding your Users, 2nd Edition Discount code COMP315 30% Off http://store.elsevier.com/ Applying Design Thinking Across the Business http://www.mckinsey.com/insights/business_technology/an_interview_with_citrixs_catherine_courage Lessons in Customer Experience Leadership http://interactions.acm.org/archive/view/january-february-2015/lessons-in-customer-experience-leadership From 0 to 365: My First Year as a Design Executivehttp://uxpajournal.org/from-0-to-365-my-rst-year-as-a-design-executive/ Design Studio http://blogs.hbr.org/2011/11/inventing-the-collaborative-workspace/ Resources: 73. Thank you! 74. Work better. Live better.