Learning from Consumer ProductsData Exhaust and the Potential for Better Enterprise UXSam Ladner, Phd
Researching people, not tech
How did they get chained to their desks?
“Who would benefit from automatic meeting scheduling? The person who calls the meeting: in general, a manager would benefit. But who would have to do additional work to make the application succeed? The subordinates.”
SourceJ. Grudin, “Why CSCW Applications Fail: Problems in The Design And Evaluation of Organizational Interfaces,” in Proceedings of the 1988 ACM Conference on Computer-Supported Cooperative Work, 1988, pp. 85–93.
In whose interests?
• Only 13% of workers are actively engaged at work
• 2/3 of workers all over the worlds are “overwhelmed.”
• Nearly 1 in 4 American workers do not trust their employers
• 1/3 feel stressed out in a typical day
SourcesHarter and A. Adkins, “Employees Want a Lot More From Their Managers,” Gallup Business Journal, no. April, 2015.Deloitte Consulting, “Global Human Capital Trends 2014: Engaging the 21st Century Workforce,” New York, NY, 2014.S. Bethune, “Employee Distrust is Pervasive in U.S. Workforce,” American Psychological Association, 2014. .
Technostress
• >10 mobile apps for employees
• 5:1 demand for mobile supply
Users aren’t customers
That moment when
User (not consumer) productivity
Awareness
First useResistance
Productivity
Realization
Productivity plateau
Protects private time by refusing use
Learns of device’s features
Uses device for work
Experiences productivity gain
User begins using device regularly for work purposes
User’s expected output increases
User adopts new productivity services
New service adoption
Realizes value
No productivity gain
User begins restricting device use
User begins restricting device use
Device usage frequency
IT restricts access
Capturing data exhaust
Personal data, not Big Data
A success story
Plant at your desk?Yes
Went for a walk outside?Yes
Standing?Yes
SourcesR. K. Raanaas, K. H. Evensen, D. Rich, G. Sjøstrøm, and G. Patil, “Benefits of indoor plants on attention capacity in an office setting,” Journal of Environmental Psychology, vol. 31, no. 1, pp. 99–105, 2011.R. A. Atchley, D. L. Strayer, and P. Atchley, “Creativity in the Wild: Improving Creative Reasoning through Immersion in Natural Settings,” PLoS ONE, vol. 7, no. 12, p. e51474, 2012.G. Garrett, M. Benden, R. Mehta, A. Pickens, C. Peres, and H. Zhao, “Call Center Productivity Over 6 Months Following a Standing Desk Intervention,” IIE Transactions on Occupational Ergonomics and Human Factors, vol. 7323, no. May, pp. 00–00, 2016.
No longer chained to the desk
