bringing experience into the enterprise mike maass lava_con_2014

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Bringing Experience Into the Enterprise Revamping the Citrix Intranet

Mike Maass | Citrix

Bringing Experience Into the Enterprise

Mike Maass Managing Editor, Citrix Product Design LavCon 2014

Revamping the Citrix Intranet

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Hi, I’m Mike

• Managing Editor, Citrix Product Design • Citrix since 2010 • Based in San Diego • Full-time workshifter • LavaCon newbie • Not actually a pool shark

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 Are employees customers?

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 Customers have high expectations

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 Great experiences = bottom line success

Source: http://www.onlinemarketing-trends.com/2011/10/microsoft-vs-apple-making-of-technology.html

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 Businesses don’t treat employees as customers

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 Employees are captive users

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 Frustration and wasted time cost money

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“”  Jakob Nielsen

 Nielsen Norman Group

 “The average mid-size company could gain $5 million per year in employee productivity by

improving its intranet.”

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 Intranets are a prime source of employee frustration

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Citrix employees say:

• Search doesn’t work • Content is outdated or wrong • The IA is confusing • Employee profiles are inaccurate • It’s easier to ask the person at the Help Desk

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As for ROI…

• Cisco claims “$25 million ROI” on intranet revamp • Oracle and GE claim >$1 million ROI • Avenue A / Razorfish: ROI is irrelevant – an intranet is as essential as email, so it has to made to work well

Sources: ROI figures from Prescient Digital report on intranet ROI, at http://www.prescientdigital.com/articles/return-on-investment-roi/return-on-investment-part-i-measuring-the-dollar-value-of-intranets/ Ave A / Razorfish, Intranet Best Practices, p. 33

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 Our goal: Bring experience into the enterprise

Setting up for success Discovery phase

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 1: Sketch a compelling experience vision

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Pulse - News, events, happenings - Social - Feeds & conversations Connect - Find and meet people - Learn the org - Collaborate in real time Service - Tickets, requests, resources - Know your benefits - Submit timesheets and expenses

Our vision

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 2: Get support from the top

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 3: Involve stakeholders and employees

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 Lots of prototyping

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 4: Put experience pros in charge

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 Good UX is their job

Getting to great Design & build phases

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 Lesson 1: Rapid, iterative prototyping is key

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 Discovery: Need for better profiles

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 People want to know more about their coworkers

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 So we prototyped a richer profile

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 Spinoff product: Clouddex

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 Lesson 2: The content revamp is critical

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 Governance standards

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 Writing guidelines

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 Design persona

Source: http://aarronwalter.com/design-personas/

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 Lesson 3: Mobile first

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 Lesson 4: Agile keeps things moving

Recap

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 Setting up for success

• Sketch a compelling experience vision • Get support from the top • Involve stakeholders and employees • Put experience pros in charge

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 Keys to design and build success

• Rapid, iterative prototyping • Focus on the content revamp • Mobile first • Agile keeps things moving

The rollout

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 Backstage is rolling out soon

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“”  Mike Maass

 “Thank you!”

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WORK BETTER. LIVE BETTER.