The Coming of Enterprise User Experience: Why CTOs and IT Directors Need a UX Strategy


Whilst yesterday’s blog was about governance and getting your website or intranet under control through information architecture, this one takes a look inside the organisation to lift the lid on the pressures on good ol’ internal IT.  UX is barely touching the corporate world with so many producing systems the old-fashioned way and some hoping they’ll solve past failures by running to agile.  And yet very few have devised an enterprise UX strategy.  The world is now awash with UX designers and architects which is great but the focus remains on external websites for customers – and on design.  I’ve previously highlighted the lack of internal focus as pure monopoly – the staff can’t choose – but that’s not entirely true.  After all, staff are consumers too – when we let them have a break anyhow.  People are now seeing good design all around them as consumers.  They are standardising corporate and personal email on one device and stroking their iPads on the train.  All this means that expectations are going up.  The days of IT Directors getting a ribbing in the boardroom about their crap systems are over; they’re now being told to sort it out.  But how?

It’s time to get some focus on this and devise a User Experience Strategy for the enterprise.  All seems a bit grand doesn’t it?  Are we not just talking up UX design here?  Do we not just need to get a few specialists in to sort out the crap apps (crapps?)?  No, this is not the design bit, some direction is required first.

Here’s a paraphrased story…picture IT management in a room having a post-beating meeting about this problem…

What’s the problem?  I don’t get it?  So what is the user experience for one of our members of staff?  Is it another gimmick, should we not just sort out the systems we know have problems and…?  No, take a step back, we need to define what it means to be a user in this organisation.  Okay.  Anyone fancy starting?  Erm, right, so users get the standard stuff as well as stuff according to their role – or department – great, we’ve got that on Active Directory so we can start to profile staff from a technology point of view and hopefully automate the desktop for new starts.  So what actually is the standard?  Ok, everyone gets MS Office and the Intranet and then their specialist apps according to their profile.  Great, so what is the Intranet for, exactly?  It’s a presentation layer over the data warehouse and a comms tool.  Is that it?  Ah yeah, but it’s being reviewed isn’t it?  Gawd knows, supposedly.  You know I think we might need some UX objectives and principles here.   This is a useful brainstorm: we’ll come back to that.  What else should be standard?  What about Single Sign On as people are going crazy about having to log in to everything, never mind the security issue of passwords being written on post-its and stuck on the monitor…. Hmmm yeah, and how is that delivered through mobile devices?  Is it all pushed through Good?  Ah, but that uses the Safari browser on the iPad but didn’t we agree to standardise on Microsoft?  No, we never agreed that.  Well it feels like we have.  Yes, but the new version of product x doesn’t work on MS Internet Explorer so we need to upgrade the browsers.  Oh, we’re still on Windows XP so we can’t go to IE10 until we’ve upgraded Windows across all locations.  Ok maybe we need to change browsers.  But doesn’t some SharePoint functionality stop working if you don’t use IE?  Really?  Ok so maybe multiple browsers is good.  But then half of our specialist web apps have not been tested (let alone designed) on anything but IE.  Right, well that needs to be built into our software procurement process.  Oh, have we got one?  Sniggers.  In fact our website is the only thing that works on Firefox and Safari (although the sandal-wearers at the digital agency forgot to test it in IE and we sell to other large corporates who also standardise on Microsoft for an easy life – and they keep moaning about our website!)  Can I just go back to SharePoint a minute – we haven’t actually decided what we’re going to use it for have we?  Are you joking?  Well we rolled out out-of-the-box team sites to get going.  Which was a mistake.  Don’t start on that.  I’ll have to tidy up the mess, thanks!  Too much devolution!  Anyway, we need to migrate our Intranet onto SharePoint at some point.  Why?  It makes things simpler and will integrate with everyone’s presence and profiles and so on.  True.  Has anyone thought about the enterprise information architecture?  Ugh, not now, stick to the apps.  Response times aren’t great in AsiaPac are they?  I wish we’d clouded it.   Oh by the way, does anyone know how users will log into our cloud apps?  Hmmm, I think we’ll need to workshop this whole thing some other time, so who fancies a coffee?

What a headache and that’s why IT Directors get paid so well!  It’s something akin to stripping the engine whilst going round the track.  And it all got a bit teccy didn’t it?  But the challenge is not for UX designers but instead for strategists and technicians: it needs to be both strategic and technically validated so that the user experience is both defined at a high level and then proven technically.  A number of people need to be involved but it must always be strategic and for the long game.  It might help to engage some friendly tech-savvy users in that workshop as well.  In fact, set up a working group because it needs user validation as well as technical validation.  Obvious really.

And lastly, let us not forget what seems like a simple choice for our IT leader to make (keep your head down and hope it will blow away vs sort it out) is more complicated because of all the moving parts at different stages of maturity and focus.  It all comes down to projects and budgets but if you can lay down a strategy then you can start to prioritise and come up with a programme of work that becomes more realistic and communicable.  It’s the user journey for IT.

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One thought on “The Coming of Enterprise User Experience: Why CTOs and IT Directors Need a UX Strategy

  1. Pingback: The User Experience Gap | UX Blog | Balsamiq | fred zimny's serve4impact

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