wud keynote - enterprise experience

Enterprise ExperienceFusing Design, Business, and Technology to deliver

Experience Excellence

INTRO Enterprise Experience in a nutshell

• EX is a synthesis of user experience and enterprise architecture

• It combines design, technology and business

• It focuses on co-creation and employee, management and end-user experience

ENTERPRISE EXPERIENCE

DESIGN

BUSINESS TECHNOLOGY

INTRO It’s like an onion, really

USER EXPERIENCE

CUSTOMER EXPERIENCE

ENTERPRISE EXPERIENCE

USABILITY &ACCESSIBILITY

INTERACTIONDESIGN

INFORMATIONARCHITECTURE


VISUALDESIGN

MULTICHANNELDESIGN

FACILITY/STOREDESIGN

SERVICEDESIGN

INTERACTIONDESIGN



VISUALDESIGN

ENTERPRISEARCHITECTURE

LIFECYCLEMANAGEMENT

CO-CREATIONMODEL

MULTICHANNELDESIGN

FACILITY/STOREDESIGN

SERVICEDESIGN

INTERACTIONDESIGN



VISUALDESIGN

INTRO • Customer and employee

experience is limited by business capabilities

• Current approaches tend to fail in big programs and projects

• Our clients are getting tired of agile not delivering on its promise

Why should I care?

2 T

EX IS Holistic & content-driven

• We need to consider the information, process and user layers together

• No single layer or principle can lead the project

• The “truth” in the content and context is the main driver.

EX IS • EX needs to start from the top and

bridge the gap between strategy and actual work done

• EX does not work on single project level, it needs to be systemic and built-in

Strategic & systemic

EX IS • Nobody is good enough to do EX by

themselves

• Destroy the silos: we need dedicated teams of designers, architects, developers and business analysts

Multidisciplinary

EX IS • Why do we only focus on the UX of

the final product and not the way it is defined?

• Good experience and co-creation improves commitment and keeps us focused

• The people involved in the project should get the best possible experience, not just the end users

About the process as well as the result

HOW? A few observations from along the way

• It pays off to be agile-sceptic • EX requires us to understand the big picture

first, there are no shortcuts.

• Focus on lifecycles with the customers, not single projects and phases

• Invest in cross-disciplinary teams and communication

• Separate project raw materials from communications • Educate customers on sketching and co-

creation

Thank you!

Questions & comments