practical ux research for the enterprise
TRANSCRIPT
Challenges and solutions for the Enterprise
User research
@RianVDM
Enterprisedesign
is
hard
User needs
Biz goals
User needs
Biz goals
User research
Why it’s hard to get support for user
research in enterprises
How to sell the value of user
research in enterprises
How to improve insight generation
of user research in enterprises
Why it’s hard to get support for user
research in enterprises
It takesand it
coststoo much
too long1
User research shrinks to fit
What could happen if we don’t do research
It’s expensive to build products without research. The time you “save” from skipping the research phase almost always comes back to haunt you.
We know what’sbest2
Waterfalls Silos Bureaucracy
Discovery-based planning suggests that managers
assume that forecasts are wrong, rather than right,
and that the strategy they have chosen to pursue may likewise be wrong.
— Clayton Christensen
Weknowabout usersenough3
The reason design projects that neglect research fail isn’t because of a lack of knowledge. It’s because of alack of shared knowledge.
— Erika Hall
How to sell the value of user
research in enterprises
Increasedrevenue1
Reducedcost2
From Software Engineering: A Practitioner’s Approach
Cost
of m
akin
g ch
ange
s
1xDuring Design
100xAfter
Launch
6xDuring
Development
This is why it typically takes so many companies three or more releases over one to two years to get something usable and useful. They are using the engineering organization to build a very, very expensive prototype, and they use their live customers as unwitting test subjects.
— Marty Cagan
Fasterdevelopment
cycles
3
If research slows down the development process,
you’re doing it wrong
Things mightappear
to move faster, but…
It’s all about
the right argumentat the right time
IA & CS Prototyping Visual Design Development
without research
IA & CS Prototyping Visual Design Development
with research
Start withquestions
instead ofanswers
—Jennifer Brook
How to improve insight generation
of user research in enterprises
Plan fornon-buyers
1
Sold to
Used by!=
ControlConfigurabilityComplianceFeatures
Getstuffdone
The death spiralAs fewer people are able to use the software, fewer people want to use it, until no one uses it any more.
Write a conciseresearchplan2
Background
Methodology and Schedule
Goals
Outcomes
Focus oncore
methods3
Exploratory Research
Uncover unmet needs
Field visits Concept testing
Participatory design
Design Research
Refine product ideas
Usability testing RITE testing Eye tracking
Useful = Utility Usability+
Surveys Web analytics
Assessment Research
Measure success
andRecorddocument4
your workShow5
Jive Internal
Introduction
BackgroundClasses of research
Goals and outcomes of this research
Methodology1:1 interviews
Introduce people
Analysis process Affinity diagrams + pics
Summary
3 biggest issues
AAA
JTBD
Product forces diagram
Forces applied to Jive
Why Jive?
Integrations
Information organization
RecommendationsBetter project management
Built-in workflows
Next stepsIdeation and testing
Training: usability testing
Primary work tools
Calendar
Other 3rd party toolsSharepoint
Lots of other repositories
What Jive is used for
Collaboration
Communication
Document repository
Project managements
Major work tool issues
Organization
Versioning
General crappiness
Jive issues
Information organization
My stuff
Integrations
Confusion
Connection streams
Notifications
Task management
Spaces
Editor
Events
Photos
Metrics
JiveX
Introduction
Summary
Next steps
JiveX used for
JiveX barriers
JiveX issues
Feedback Easy access to clients to get feedback on features
Communication
New product enhancements
Documentation
Training
SupportHelp with q’s
Dream: community solves each other’s problems
Employee engagement Gives a sense of purpose
Reason for community Pushback: like existing tools
Cost“Death spiral”
Can’t justify cost if it engagement doesn’t increase
Engagement
Newsletters link back to community
Editorial calendar
When people give feedback As fewer people engage, fewer want to contribute
What works
IssuesNeed more help on what works
Community management
Moderator comments don’t go anywhere
Console is overwhelming
Not many people know how to set up streams
Only use 2 or 3 features of it
ID management is painful
No bulk import/export
IntegrationsWith CRM systems
With other tools like Evernote
Photos and eventsBig need for photo albums
Event management needs to be improved
Admin console
Need to know who in the org an issue is assigned to
Use spreadsheets to track that
Allow SMEs to follow categories / only certain sections that are relevant to them
Want to do more things themselves, not have to rely on tons of manual work or hiring a contractor
MetricsSo many things you can’t do
Have to make own reports Create Excel reports based on CMR data
Salesforce
Email systems (Pardot)
Jira
Challenges and solutions for the Enterprise
User research
@RianVDM