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A Journey in Enterprise UX

Stéphanie Walter
October 10, 2023

A Journey in Enterprise UX

“Ugly”, “hard to use”: many enterprise tools used daily have a bad reputation and suffer from poor design. There’s a giant potential for improvement for the courageous designer, ready to embrace complexity.

Stéphanie will detail her UX research process for the redesign of an enterprise tool used daily by 1000+ internal users: the challenges it had to overcome and opportunities uncovered. Discover why she actually enjoyed working in Enterprise UX, what surprised her when she started, and how to grow in such environments. So, let's improve employees' tools!

Stéphanie Walter

October 10, 2023
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  1. A Journey in
    Enterprise UX
    Stéphanie Walter - 2023

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  2. stephaniewalter.design @WalterStephanie
    🦊
    UX Researcher & UX Designer



    Mobile expert. Pixel & CSS Lover

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  3. I design products & softwares
    used by internal employees
    for their daily work.

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  4. Products, Softwares &
    Services built internally
    in the company
    SaaS product sold as
    packages to be then
    used by employees

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  5. Historically, enterprise
    products meant”boring”
    “ugly” and “hard to use”.

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  6. One Internal
    Tool, a LOT of
    different
    user groups

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  7. User Research


    in the context of internal enterprise users

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  8. We started with
    quantitative data
    ๏ What and how much: current
    pages usage.


    ๏ Analysis (business) of the
    content of the current pages.

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  9. We analysed the content
    of the current pages
    ๏ Check for duplicated content


    ๏ Rework the information
    architecture to make it easier
    to navigate

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  10. We got the “as is”, and the
    “what”, we need the why and
    how. Time for user research!

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  11. BEFORE starting research, find people to
    help you get familiar with the business
    process, the jargon, and what is currently
    into place.

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  12. Getting access to
    internal users
    ๏ I made friends with different departments (got
    closer to their support teams).


    ๏ I asked for referrals for more users.


    ๏ People are usually happy to help you improve
    the tools they work with.


    ๏ Build a community of users you can involved for
    continuous research.

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  13. User Interviews & Task
    Analysis
    ๏ Understand tasks and
    activities


    ๏ Get pain-points, needs
    and frustrations
    If you had a magic wand, what would
    you change to make this activity/task
    easier for you?
    Can you remember you biggest pain or
    issue when trying to perform this activity?
    How do you overcome this today?
    Pain
    points
    What actions or decisions do you take in
    order to accomplish this?
    Describe an activity or task that requires
    you to use Scrap« in your dailywork.
    Activity
    How?
    changes
    Rythm & duration
    Hew long does it take?
    erform your activity?
    ^ Priority
    If you had a magic wand, what would
    you change to make this activity/task
    Can you remember you biggest pain
    Describe an activity or task that requires
    you to use Scrap« in your dailywork.
    What actions or decisions do you take in
    order to accomplish this?
    Magic
    Activity
    How?
    How do you overcome this today?
    A'rfw-J- dL
    Rythm & duration
    How long does it take?
    do you to (hi
    perform your activity?
    ^ Priority
    If you had a magic wand, what would
    you change to make this activity/task
    easier for you?
    Can you remember you biggest pain or
    issue when trying to perform this activity?
    How do you overcome this today?
    Pain
    points
    Describe an activity or task that requires
    you to use Scrap« in your dailywork.
    Activity
    changes
    Rythm & duration
    Hew long does it take?
    ^ Priority

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  14. In context,
    more task
    oriented
    interviews

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  15. Keep trace & document everything.
    Even if it’s out of scope. It might be
    useful in the future!

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  16. People are not used to User
    Centered process. During research,
    they tend to express solutions.


    You will have to dig to find the needs.

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  17. “I need an export to
    excel button” she said…

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  18. What she
    needed was to
    only see the
    active projects
    in the table…
    Filters!

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  19. Reporting and defining
    priorities
    List big pain-points and
    needs


    Prioritize those with the
    team: fast track vs big
    topics

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  20. Fast track
    ๏ Content, small features where we
    don’t have time / don’t need to do
    intensive research


    ๏ Mostly UI design


    ๏ Use the design system to migrate the
    content

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  21. Fast track
    ๏ Ask a few users for quick
    mockup feedback


    ๏ Gather more feedback on the
    developed feature

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  22. Specific research for big topics
    ๏ Gather the previous research on the
    topic (if it exists)


    ๏ Schedule follow up research sessions
    on that topic


    ๏ Iterated on some design solutions


    ๏ Usability Testing (Axure prototype /
    beta version)

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  23. Observational testing
    ๏ Observational feedback session
    on beta version that we opened
    to some users.


    ๏ “Please try to do whatever you
    needed to do with [oldtool], but
    use [newtool] instead”.

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  24. ๏ I tell people I will answer all their
    questions at the end


    ๏ I make sure I have time at the
    end of the session for this


    ๏ It’s okay, on topics that are NOT
    related to the tasks in the test
    Usability tests can
    become training sessions

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  25. User diary - understand usage over a period of time
    The trigger: when you were trying to do something with the new tool but couldn’t and had to fallback to the old one

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  26. What I wish I knew sooner about enterprise
    UX and users

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  27. Complex business require complex
    interfaces.


    Don’t oversimplify it!

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  28. Content might be here for a
    reason. But you are allowed to
    question it.

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  29. Users need data on those
    screens. We need to find a
    way to bring those to them.

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  30. DO NOT TRUNCA…!

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  31. General Information
    21,74 M EUR
    EIB Authorised Amount (up to)
    Normal
    Workflow Type
    Microfinance, Regufeers/Migration
    Special Operation Characteristics
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    ice cream donut carrot cake chocolate.
    Project Description
    52,97 M EUR
    Project Cost
    In M EUR
    Currency
    Show more
    General Information
    21,74 M EUR
    EIB Authorised Amount (up to)
    Normal
    Workflow Type
    Microfinance, Regufeers/Migration
    Special Operation Characteristics
    Ice cream donut gummies marzipan candy lollipop jujubes jelly. Gingerbread pudding sweet roll
    bonbon candy cupcake gingerbread pie tiramisu. Chocolate cake marzipan candy canes macaroon
    ice cream donut carrot cake chocolate.Ice cream donut gummies marzipan candy lollipop jujubes
    jelly. Gingerbread pudding sweet roll bonbon candy cupcake gingerbread pie tiramisu. Chocolate
    cake marzipan candy canes macaroon ice cream donut carrot cake chocolate.Ice cream donut
    gummies marzipan candy lollipop jujubes jelly. Gingerbread pudding sweet roll bonbon candy
    cupcake gingerbread pie tiramisu. Chocolate cake marzipan candy canes macaroon ice cream
    donut carrot cake chocolate.
    Project Description
    52,97 M EUR
    Project Cost
    In M EUR
    Currency
    Show less
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    A Mandate Name Here 31.12.2023
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    mecanism

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  32. People work with the data:
    don’t block copy/paste and
    help them extract & share
    the content if needed.

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  33. Export
    features,
    when needed

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  34. Make it easy to
    collaborate &
    share content
    with colleagues

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  35. Users don’t care about what data goes
    into what tool in your IT ecosystem.

    But they care about how many clicks!

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  36. Item Page in My Tool
    Cross linking, to
    avoid the
    “extra” clicks
    Same Item in XTool
    Same Item in ZTool

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  37. Automate data retrieval
    across systems and avoid
    copy pasting (wait, what?)

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  38. Customization options are
    useful in productivity tools.

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  39. If people invest
    time to
    customise, keep
    their options!

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  40. Trainings is expected

    (in different forms and shapes)

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  41. Some people need and
    expect it! And some hate it.
    Make it optional, but, offer
    training, in different formats
    (live sessions, FAQ, etc.)

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  42. Training doesn’t
    mean your interface
    isn’t good.

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  43. A user interface is like a joke.
    If you have to explain it, it’s not that good.
    Like any good joke, you might need some
    prior knowledge (business) to understand it.
    Doesn’t make it a bad joke. Or a bad interface.


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  44. Training sessions
    can be used for user
    research, to gather
    feedback, first
    impression, etc.

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  45. The challenges you might face in such
    environments…

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  46. A lot of security and tool
    constraints.

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  47. Be flexible, the tool doesn’t
    make the designer 🧠

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  48. Accept you may not be as
    efficient at first.

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  49. Bad user experience is the norm
    because perceived value of
    design is low.

    But… it gets better.

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  50. Users are starting to
    demand better tools &
    experience.

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  51. Make the research &
    design process public,
    visible.

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  52. Turn developers, BAs, QAs,
    colleagues into design
    advocates.

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  53. Don’t bring an opinion to a
    data fight: measure, bring
    proof.

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  54. Monitoring & Measuring
    ๏ Usage with Matomo (daily
    session, events, search, etc.)


    ๏ UMUX-lite Survey (perceived
    usability and usefulness)


    ๏ Feedback and Verbatims

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  55. Change management becomes
    part of your job as a designer too

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  56. ๏ Some people need a
    little hand holding, it’s
    fine


    ๏ Prepare, support, and
    help individuals, teams,
    and organizations with
    change

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  57. Get champions and
    advocates in your user
    base

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  58. Early Adopters
    and Email
    signatures

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  59. Complex internal
    organisations slow things
    down.
    3.

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  60. Patience: you are in for the
    long game

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  61. Find political allies who can
    help you move things and
    break silos.

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  62. Understand what
    makes people click and
    leverage it!

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  63. Complexity is scary…


    Cut it down in smaller parts. And
    document your process!

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  64. Analysis
    Asking for help (business) to
    make sens of the complexity.
    Complexity
    Fear: how am I supposed
    to design that??
    Solution Design
    Eventually, everything
    clicks into place
    User Research
    Finding & understanding
    more of the puzzle.
    By stephaniewalter.design

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  65. There is a lot of
    improvement opportunities.
    We need you!

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