walk, don't run: incremental change in enterprise ux
TRANSCRIPT
![Page 1: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/1.jpg)
Walk, Don’t RunIncremental Improvement in Enterprise UX
![Page 3: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/3.jpg)
What is CoreLogic?
● Market Cap: $3.3bn*● Operating in 8 Countries● 6k+ employees worldwide*● Principal markets: US & Australia● Principal Businesses: Property Intelligence & Risk Mgmt Workflow*
*As of May 20 2016
![Page 4: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/4.jpg)
CoreLogic Innovation Lab:
● Transforming how products are built in CoreLogic● Entirely User-Centered● Proper and Thorough Discovery Phase● Ships Enterprise-Ready MVPs● Paired programming AND DESIGN● Consumer-grade processes and designs
![Page 5: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/5.jpg)
My Team:
● Insurance Underwriting Product● 2 PMs● 1 Product Owner● 5-8 Devs● 1-2 UX/UI Designers● Distributed between Los Angeles and Austin● Leadership distributed all over the country
![Page 6: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/6.jpg)
Working in Enterprise means playing the long game
![Page 7: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/7.jpg)
THIS THING TURNING AROUND IS A SLOW
PROCESS...
THIS THING TURNS SLOWLY...
![Page 8: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/8.jpg)
...OTHERWISE THIS
![Page 9: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/9.jpg)
Things move slowly in Enterprise for many reasons.
![Page 10: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/10.jpg)
In 2 years we shipped this many things:
1
![Page 11: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/11.jpg)
![Page 12: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/12.jpg)
![Page 13: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/13.jpg)
You can’t fix all the things
#RealTalk
![Page 14: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/14.jpg)
Working in Enterprise means playing the long game
Remember:
![Page 15: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/15.jpg)
Today’s Lesson Plan:1. Why Enterprise UX is awesome2. Why your users can’t handle “Move Fast, Break Things”3. What you can do about it4. Why your org can’t handle “Move Fast, Break Things”5. What you can do about it
![Page 16: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/16.jpg)
Today’s Lesson Plan:1. Why Enterprise UX is awesome 2. Why your users can’t handle “Move Fast, Break Things”3. What you can do about it4. Why your org can’t handle “Move Fast, Break Things”5. What you can do about it
![Page 17: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/17.jpg)
5.7%Percent of US employees in tech (2016)
![Page 18: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/18.jpg)
![Page 19: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/19.jpg)
![Page 20: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/20.jpg)
![Page 21: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/21.jpg)
![Page 22: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/22.jpg)
![Page 23: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/23.jpg)
![Page 24: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/24.jpg)
![Page 25: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/25.jpg)
BUT FIRST...
![Page 26: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/26.jpg)
Today’s Lesson Plan:1. Why Enterprise UX is awesome 2. Why your users can’t handle “Move Fast, Break Things”3. What you can do about it4. Why your org can’t handle “Move Fast, Break Things”5. What you can do about it
![Page 27: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/27.jpg)
![Page 28: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/28.jpg)
New Coke beat the original formula in 200,000 taste tests
Fact: it tested very well with users during research sessions.
![Page 29: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/29.jpg)
New Coke was gross if you tried to drink a whole can.
![Page 30: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/30.jpg)
Just because it tests well, doesn’t mean it scales.
#RealTalk
![Page 31: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/31.jpg)
![Page 32: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/32.jpg)
![Page 33: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/33.jpg)
Don’t forget the impact of adapting to your new flow
#RealTalk
![Page 34: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/34.jpg)
Story: The Safety Blanket
![Page 35: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/35.jpg)
![Page 36: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/36.jpg)
![Page 37: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/37.jpg)
![Page 38: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/38.jpg)
![Page 39: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/39.jpg)
![Page 40: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/40.jpg)
![Page 41: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/41.jpg)
Users get attached to things we might consider friction
#RealTalk
![Page 42: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/42.jpg)
Empathy for users means respecting they might not change easily
#RealTalk
![Page 43: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/43.jpg)
Today’s Lesson Plan:1. Why Enterprise UX is awesome 2. Why your users can’t handle “Move Fast, Break Things”3. What you can do about it4. Why your org can’t handle “Move Fast, Break Things”5. What you can do about it
![Page 44: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/44.jpg)
Ways to not freak out your users (an abridged list):
1. Consider starting with a straight redesign as a means of “priming” users for change.2. Get clear: are you primarily looking to get new users or sustain existing user base?3. Use parity as a starting point, look to fix the biggest problems first.4. DON’T try to fix all the problems at once. Just because you can fix it, doesn’t mean you should.5. Try a pilot program first (yes, that is easier said than done).
Bonus: Read the Google Drive change aversion research paper*.
* Sedley and Müller,“Minimizing change aversion for the Google Drive launch” 2013. https://research.google.com/pubs/pub41221.html
![Page 45: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/45.jpg)
Our “Early Adopter” Pilot Program:
1. Identify smaller clients who use a reduced feature set.2. Build an MVP suited to their needs.3. Onboard them gently.4. Monitor all support calls.5. Establish an “Out of Box”* study: repeat sessions with key users to see how they’re adjusting6. Build out more features as you onboard more clients.
* Based on the work of Nadyne Richmond
![Page 46: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/46.jpg)
Today’s Lesson Plan:1. Why Enterprise UX is awesome 2. Why your users can’t handle “Move Fast, Break Things”3. What you can do about it4. Why your org can’t handle “Move Fast, Break Things”5. What you can do about it
![Page 47: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/47.jpg)
![Page 48: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/48.jpg)
![Page 49: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/49.jpg)
![Page 50: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/50.jpg)
![Page 51: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/51.jpg)
LOL I generate 35% of your revenue
![Page 52: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/52.jpg)
![Page 53: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/53.jpg)
#RealTalk
“Iterative” often means comprising
![Page 54: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/54.jpg)
Story: How Moving (Too) Fast Cost Me A Job
![Page 55: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/55.jpg)
![Page 56: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/56.jpg)
![Page 57: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/57.jpg)
A HUMBLE PROPOSAL: ONE ORG TO RULE THEM ALL
![Page 58: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/58.jpg)
![Page 59: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/59.jpg)
ORG POLITICS MY OPPORTUNITY
![Page 60: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/60.jpg)
Silos aren’t disappearing tomorrow
#RealTalk
![Page 61: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/61.jpg)
![Page 62: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/62.jpg)
Sales has no idea what we do
#RealTalk
![Page 63: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/63.jpg)
Sales has no idea what we do
#RealTalk
Most of the org
![Page 64: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/64.jpg)
Today’s Lesson Plan:1. Why Enterprise UX is awesome 2. Why your users can’t handle “Move Fast, Break Things”3. What you can do about it4. Why your org can’t handle “Move Fast, Break Things”5. What you can do about it
![Page 65: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/65.jpg)
Phase-based product development structure:1. Ask the Board for a bunch of money to build a thing.2. Design the thing.3. Build the thing.4. Ship the thing.5. Put the thing in “Maintenance Mode”.6. ...7. Wait 12-24 months for next Phase.
![Page 66: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/66.jpg)
Maintenance Mode:1 PM2 DevsThis many UX: 0This much research: 0
![Page 67: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/67.jpg)
UX Half Day Pilot Program
![Page 68: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/68.jpg)
Ongoing UX = ● Team has more impact● Smarter allocation of effort● Team can react quicker● Less risk● Less $$$ over time
![Page 69: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/69.jpg)
How I won the team over:1. Offered myself for one half day a week - no strings attached!2. Worked with PM to make priority list (largest impact vs cost/effort)
a. Made my own priority list - reviewed support, heuristic eval, design audit3. Started delivering on requests (to build trust)4. Once trusted, pitched collaborative priority list5. When I got pushback on testing, invoked the (UX) Trojan Horse
![Page 70: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/70.jpg)
Story: The (UX) Trojan Horse
![Page 71: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/71.jpg)
UX Trojan Horse/ˈyo͞ozər ikˈspirēəns trōjən hôrs/(noun)
Conducting usability testing as a means of showing an otherwise hostile stakeholder the value of user research...
![Page 72: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/72.jpg)
UX Trojan Horse/ˈyo͞ozər ikˈspirēəns trōjən hôrs/(noun)
Conducting usability testing as a means of showing an otherwise hostile stakeholder the value of user research (preferably by means of a user crapping all over their pet ideas).
![Page 73: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/73.jpg)
UX your org
#RealTalk
![Page 74: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/74.jpg)
Where can you UX your org or processTODAY?
![Page 75: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/75.jpg)
Evangelizing isn’t just talking
#RealTalk
![Page 76: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/76.jpg)
Where things stand today:
● Design is now dedicated to projects as needed● PM and Design teams collaborate weekly● Design empowered to help products as needed● Design advising numerous teams outside of Innovation Lab
![Page 77: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/77.jpg)
You are the vanguard of UX in Enterprise
![Page 78: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/78.jpg)
YOUR ORG
UX
![Page 79: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/79.jpg)
Thanks!
![Page 80: Walk, Don't Run: Incremental Change in Enterprise UX](https://reader034.vdocument.in/reader034/viewer/2022051404/58ac03fa1a28abb6718b61b9/html5/thumbnails/80.jpg)
Q & A