Our next speaker is Jen Blatz (@jnblatz)
— How Enterprise Software Can be Saved by UX Research and Service Design
#uxa2022
@jnblatz Enterprise software is used to satisfy the needs of an organisation or a company rather than individual users.
What makes enterprise systems interesting is they exist to get a job done.
They'll be in it all day long, can be tied to legacy systems, and can be undelightful
@jnblatz The person who buys this software is unlikely to be the person who's using it every day.
Companies need these solutions and the great experiences we desire are usually neglected in these systems.
[but aren't these systems just perfect?]
@jnblatz Jen is about to show us some excruciating crimes against design.
This is security software
@jnblatz Service design is the activity of planning and organising a business's resources, processes and policies to improve the employee, and indirectly the customers experience.
@jnblatz Enterprise software indirectly effects a different person or aspect.
Service design takes a deep dive and examines the user experience.
@jnblatz A service design blueprint developed at @AdaptivePath
One of the problems that came across Jen's radar was wanting to automate a SOC report.
When Jen started investigating the actual process involved in creating it uncovered a lot more problems to address.
To uncover the opportunities Jen ran a number of methods
Starting with a heuristic evaluation Jen used a quick method to help question the status flow.
Some of the graphics in the reports.
One on one interviews
Observing people is amazing because they are doing things they don't even know they're doing them.
Jens service design blueprint wrapped around 5 cubicles in the office.
It provided high visibility of the work, and confirming all the steps were captured.
It's okay to modify the service design blueprint to modify the swim lanes based on what's important for you to focus on in your project.
This was the first time managers ever had visibility into the complexity in making this report.
Once they saw how complicated this process was they put a hold on automating the report.
Jen made the blueprint an excel document — because that was what the stakeholders used.
Meet them where they're at.
The impact of this process was in transparency
It surfaced gaps and opportunities
Managers became aware of the problem
All the devs were brought into the process (rather than kept behind a locked door!)
You can definitely do this process yourself!
Thanks so much Jen!
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