Summary
Enterprise UX is incredibly complex and nuanced. Robert Reimann is the Senior Manager, UX Design at athenahealth, and in his talk at EUX 2017 he discusses how to improve the enterprise software user experience.
Key Insights
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Enterprise software often prioritizes corporate goals over individual user needs, hindering user experience.
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The complexity of enterprise software design is passed on to users, leading to resistance and workarounds.
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Effective UX design requires understanding the unique roles and skills of users, particularly in enterprise settings.
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The use of personas in enterprise UX can help clarify user needs but must be data-driven to be effective.
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An organization’s structure and culture significantly influence the design and usage of enterprise software.
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Visualizing data flows can aid in understanding user interactions and identifying pain points in workflows.
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Different types of models, like data ecology and sequence models, provide clarity on how information is processed and utilized.
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Concept maps can help visualize complex relationships within a system, aiding both design and communication.
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Organizational models can highlight alignment between software capabilities and business strategy.
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The maturity of an organization can dictate the design requirements of its software solutions.
Notable Quotes
"Enterprise systems are still a work in progress."
"Even the best enterprise systems have areas that seem stuck in the past."
"The design of enterprise software is really, really complicated and that complexity impacts users."
"Users often experience dread when launching required enterprise systems."
"People circumvent enterprise systems because they expect a bad experience."
"Personas in enterprise settings help prioritize functions and behaviors necessary for users."
"Different types of businesses have different needs when it comes to software."
"Organizational culture can determine the best set of tools for an organization."
"Concept maps are powerful for visualizing complex object relationships in a product."
"Models help organize design thinking and inform product structure."
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