In her A Journey in Enterprise UX talk at Smashing Conf Antwerp, Stephanie Walter outlined her learnings doing UX research and design for internal enterprise users.
- Enterprise software is design complex due to a wide range of use cases and specific requirements. Most of the time it is ugly and hard to use but it doesn't have to be that way.
- An internal tool can lots of different user groups. Before you even start research, get familiar with the "as is" what are the processes, jargon, and what is currently in place.
- Quantitative data analysis lets learn what features get used and how much. Can also analyze the content of these features.
- Analyzing content allows you to remove duplicated content and rework the information architecture.
- To get internal users fro research, make friends with different departments, get referrals you'll find people who can help you improve the tools they work with.
- Most enterprise tools are very task orientated: learn how they do these tools, identify pain points, and content needed.
- User research questions: tell me about..., walk me through the steps, show me how you..., if you have a magic wand what would you change?
- Keep track and document everything. Even if it is out of scope, might be useful in the future.
- People are not used to user centered design processes, might need to dig to find the needs instead hearing solutions.
- Define priorities: list big pain points and needs, decides with the team on what is fast track vs. big topics
- Fast track: content and features that are low stakes and don't need extensive feedback therefore can be done quick.
- For bog topics, you need more data: gather existing information, schedule follow-up sessions, iterate on solutions, and do usability testing.
- Observational testing allows you to watch how people work and see where the issues are.
- If users have questions during the session, take notes and save them for the end to not bias testing.
- User diaries allow you to understand usage over a period of time. This helps find where people fallback to previous tools or processes.
- Don't oversimplify interfaces for people who need features to do their job. Progressive disclosure and customization options are useful.
- Content might be there for a reason but you're allowed to question that need.
- People want to work with the data, let them export or copy data to move it in and out of your tools.
- Find the small things to make people's live easier. There's lots of these opportunities in enterprise tools.
- Users don't care what data goes into what tool, but they care about too many clicks, especially for tasks they do regularly.
- Offer training: some people need and expect it, others won't so make it optional and in multiple formats. Training doesn't mean your UX is bad.
- Training can be used to collect user feedback, you can hear the questions they ask.
- Complex internal organizations can slow things down, be patient. Things don't change overnight.
- Understand what makes people click, and leverage it.
- Don't bring an opinion to a data fight: measure and bring proof. Have unbiased data.
- Enterprise users are starting to demand better tools and experience. Make the process of designing internal tools visible to users so they understand the rationale behind designs.
- Get champions and advocates in your user base.
- Complexity is scary, break it into pieces and tackle it small parts at a time. User research helps you connect the pieces.