Summary
The session explores the dynamics of enterprise user experience, addressing the complexities of having purchasers distinct from end-users. The speakers discuss business models in enterprise software and highlight the growing expectations for high-quality user experiences driven by mobile technology. They share insights into maintaining design quality amidst scaling challenges and detail their practices for regular design reviews at various organizational levels. Additionally, they discuss strategies to uplift less mature UX units by leveraging strengths from successful teams and bridging the gap between different parts of the business. The session concludes with discussions around ethical considerations in design, emphasizing the importance of advocacy and collaboration between design teams and senior executives to navigate these challenges effectively.
Key Insights
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Understanding the revenue generation model is crucial for improving user experience.
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The convergence of buyers and users' expectations is influenced by widespread mobile device usage.
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Regular quality design reviews at multiple levels help maintain design integrity as organizations scale.
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Collaboration between different functions, including product and legal, enhances design quality and adherence to ethical standards.
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Identifying internal champions among users can facilitate better adoption of enterprise products.
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Creating cross-functional teams can foster a stronger UX culture across different business units.
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Using data to demonstrate the link between user experience, adoption, and churn can help secure buy-in from stakeholders.
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Involving customer success in design discussions can provide valuable feedback for improving UX.
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Establishing clear product principles helps in aligning design quality across teams.
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Building relationships with stakeholders and executives is essential for advocating design value.
Notable Quotes
"You have to understand how does your company make money."
"Our lenders want the best experience for our borrowers."
"Show them, don’t tell them."
"We involve everybody in those conversations."
"Building trust creates a lot of affinity between teams."
"Say, this is meeting that or not meeting that."
"We were really scratching our heads at some points about adoption."
"Internal champions can speak up and say, hey, we should be using this."
"Making your chief legal officer your best friend as a designer makes sense."
"Each of those sides contributes revenue to the bottom line in some way."
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