culture clash – enterprise vs. consumer (software)

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  • 1. UXtfEnterprisevs.Consumer(-Software)Thomas Fischer Adobe Systems

2. UXtfCultureClashThomas Fischer Adobe Systems 3. UXtfWhatThomas Fischer Adobe Systems 4. UXtfWhyThomas Fischer Adobe Systems 5. UXtfWhoThomas Fischer Adobe Systems 6. UXtf1. Status Quo2. Understand3. Learn4. DoThomas Fischer Adobe Systems 7. UXtf1. Status Quo2. Understand3. Learn4. DoThomas Fischer Adobe Systems 8. UXtfThomas Fischer Adobe Systems 9. UXtfThomas Fischer Adobe Systems 10. UXtfThomas Fischer Adobe Systems 11. UXtfCutThomas Fischer Adobe Systems 12. UXtfThomas Fischer Adobe Systems 13. UXtfThomas Fischer Adobe Systems 14. UXtfThomas Fischer Adobe Systems 15. UXtfThomas Fischer Adobe Systems 16. UXtfThomas Fischer Adobe Systems 17. UXtfThomas Fischer Adobe Systems 18. UXtfThomas Fischer Adobe Systems 19. UXtfThomas Fischer Adobe Systems 20. UXtf4 global brandsIBM $100b | 430kMicrosoft $70b | 90kOracle $36b | 100kSAP $13b | 50k. . .Adobe $4b | 10kThomas Fischer Adobe Systems 21. UXtfAnalyticsReportingVisualizationERPCMSCRMBI...Thomas Fischer Adobe Systems 22. UXtfIf you work at a big companyand youve ever had to do something that should be simple,like file an expense report,make changes to your salary withholdings orbook a business tripthen youve probably encountered theseconfounding user experiences.And you probably cursed out loud.Khoi Vinh in If It Looks Like a Cow, Swims Like a Dolphin andQuacks Like a Duck, It Must Be Enterprise SoftwareThomas Fischer Adobe Systems 23. UXtfKhoi Vinh in If It Looks Like a Cow, Swims Like a Dolphin andQuacks Like a Duck, It Must Be Enterprise SoftwareThomas Fischer Adobe Systems 24. UXtf1. Status Quo2. Understand3. Learn4. DoThomas Fischer Adobe Systems 25. UXtfEnterpriseDemoThomas Fischer Adobe Systems 26. UXtfExperiences? Trouble to find the right business travel website Grab the phone to generate security code Different types of search? Confused by red warnings .. No fares visible when doing the schedule-search One step back? Need to redo the whole process Switch OS, start different browser & site for TA Fill out ugly form, send it, wait for managers permission Go back to business travel website, redo the process, book Print ticket, go to printer, get the ticket, fold it, dont forget it ...Thomas Fischer Adobe Systems 27. UXtf30 min to >24 hThomas Fischer Adobe Systems 28. UXtf$5mThomas Fischer Adobe Systems 29. UXtfHow can theyhonestly chargethat muchfor somethingso horrible?Nate Klaibers comment on a 37signals postThomas Fischer Adobe Systems 30. UXtfLarge EnterprisesSoftware VendorsEnterprise SoftwareThomas Fischer Adobe Systems 31. UXtfLarge Enterprises+ buy their Enterprise Software through IT (not the users)+ dont spend their own money (but budget)+ are used to spend huge amounts of money for SW+ want a features list to be fulfilled (not use-cases)+ are more likely to be conservative+ tend to watch what the competition has bought= rarely buy software twisted for their special usesfor multiple usersThomas Fischer Adobe Systems 32. UXtfSoftware Vendors+ build the solution according to Enterprises feature lists+ have average 6-12m sales cycles (e.g. CMS)+ deal with long periods between moments of truth (avg. 5y)+ customer feedback provided by Sales (not end users)= rarely sell super expensive software twistablefor multiple uses & multiple usersThomas Fischer Adobe Systems 33. UXtfEnterprise Software+ is purchased by large Enterprises (not the users)+ is picked based on features list (and demos/POCs)+ is built enhanced according to that+ needs to fulfill complex security req. (sensitive data)+ needs to be integrated into huge & grown infrastructures+ should ideally work for power-users AND newbies= gets more and more twisted for special usesand for multiple usersThomas Fischer Adobe Systems 34. UXtf(...) organizations which design systems (...)are constrained to produce designswhich arecopies of the communication structuresof these organizations.Conways law (1968)Thomas Fischer Adobe Systems 35. UXtfEnterpriseSoftware=Everything toEveryoneThomas Fischer Adobe Systems 36. UXtfGoal setting 1:ConsumerDemo(Desktop)Thomas Fischer Adobe Systems 37. UXtf1. Status Quo2. Understand3. Learn4. DoThomas Fischer Adobe Systems 38. UXtfThomas Fischer Adobe Systems 39. UXtfThe (Enterprise-) User s brain is lazy by nature needs to accomplish complex tasks in multiple steps has limited time and does multiple things at a time is egoistic and graviates to beauty is thinking of something different (shopping, sex etc.) is distracted by people, noise, telephone etc. does mistakes intuively follows his/her mental models ...Thomas Fischer Adobe Systems 40. UXtfAny Tool must be self-explaining and smart must provide orientation and guidance has to perform time & cost efficient should make the user fall in love it (so he/she returns) must help the user to focus and stay consistent should enable the user to be flexible (time, location) must prohibit mistakes and let users correct them should look&feel familiar ...Thomas Fischer Adobe Systems 41. UXtfAny Tool must be self-explaining and smart must provide orientation and guidance has to perform time & cost efficient should make the user fall in love it must help the user to focus and stay consistent should enable the user to be flexible (time, location) must prohibit mistakes and let users correct them should look&feel familiar ...The (Enterprise) User s brain is lazy by nature needs to accomplish complex tasks in multiple steps has limited time and does various things at a time is egoistic and graviates to beauty is thinking of something different (shopping, sex etc.) is distracted by people, noise, telephone etc. does mistakes intuively follows his/her mental models ...Thomas Fischer Adobe Systems 42. UXtfEven a coffee mug has a UX we associate with.(2000)Thomas Fischer Adobe Systems 43. UXtfAs the technology matures, it becomes less and less relevant.(1998)Thomas Fischer Adobe Systems 44. UXtfGoal setting 2:ConsumerDemo(Mobile)Thomas Fischer Adobe Systems 45. UXtfThomas Fischer Adobe Systems 46. UXtf4 minThomas Fischer Adobe Systems 47. UXtf$0Thomas Fischer Adobe Systems 48. UXtf1. Status Quo2. Understand3. Learn4. DoThomas Fischer Adobe Systems 49. UXtfNeeds & GoalsFeedbackContextMental ModelsMotivation (Gamification?)Social & Multi-screenPremium for lessRecognition value / LeitmotifConsistency & BrandRdctn & PersonalisationROIThomas Fischer Adobe Systems 50. UXtfUXtfThomas Fischer Adobe SystemsThanks!