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Summary
Many of the most successful software development practices — like agile and UX — emerged in the consumer facing private sector. Think Airbnb, Spotify, Uber. But what happens when we try to map those practices onto large enterprises that typically serve internal employees rather than the public? For example, are UX’ers prepared to think about how large systems connect and interact? How about the challenges of HR and roles and responsibilities? Challenges such as these are highly relevant in enterprise spaces, and perhaps even more so in the public sector where systems are often quite old and ways of working have calcified. This talk focuses on “gaps” in Enterprise UX, and how we might seek to close them.
Key Insights
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Enterprise UX design faces unique challenges distinct from consumer-focused UX.
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Traditional UX methodologies need to evolve within the context of large organizations.
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External pressures can lead enterprise designers to seek 'solutions' without fully understanding the problems.
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User metrics often become irrelevant when users have no choice but to use internal tools.
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Designing for off-the-shelf software requires specialized training for UX designers.
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Legacy systems often complicate the design process due to interdependencies.
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Collaboration and process design are critical for successful enterprise UX implementations.
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Facilitation skills can bridge gaps in communication and stakeholder alignment during projects.
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Metrics for success in enterprise UX need to focus on quality, efficiency, and user satisfaction rather than mere usage stats.
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An enterprise UX playbook can help unify best practices and methodologies for tackling complex challenges.
Notable Quotes
"Everything with you is better, Uday. It's always fun to work with you."
"My role at the New York Fed is a product strategist, designer, researcher, facilitator."
"In enterprise design, we often find solutions searching for problems."
"Adoption and usage metrics are useless if users have no choice."
"Designers need to learn to work with off-the-shelf software if they want to succeed."
"We have legacy interconnected systems that create dependencies, complicating design processes."
"It's hard to think outside the technology box as a designer working in enterprise."
"Facilitating a project involves ensuring everyone's voice is heard, especially in a complex organization."
"We need to think about metrics that reflect value beyond mere usage numbers."
"Designing for people and process is just as important as focusing on the technology itself."
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