Rohan Irvine Profile picture
Aug 25 20 tweets 7 min read
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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More from @RohanIrvine

Aug 26
Final keynote for @UXAustralia 2022!

Christian Crumlish (@mediajunkie)
— Product Management for UX People

#UXA2022
Christian is joining us from the lands of the Muwekma Ohlone Tribe.
"Why is a product manager telling me what to do?"

Christian was being recruited for Yahoo in their platform design team — what happened was one of the PM's passed on him because he was too senior and wouldn't do what the PM wanted.
Read 51 tweets
Aug 25
Day 2 @UXAustralia!

This mornings keynote is Tim Yeo (@timyeo)

— Design Leadership for Introverts

#UXA2022
@UXAustralia @timyeo For the last 40 years Tim has been an introvert.

And this is how it's been.

Growing up in Singapore he wouldn't really small talk, out in public he was on his phone, or keeping to himself, you know, like normal people.

When he moved to Australia smalltalk found him everywhere Image
@UXAustralia @timyeo Some introversion myths ImageImageImage
Read 48 tweets
Aug 25
The closing keynote for Day 1 of #uxaustralia is Corey Tutt OAM (@corey_tutt)

— The inspiration for what is DeadlyScience (@DeadlyScience)

#uxa2022
@corey_tutt @DeadlyScience Corey's presentation may contain images and voices of people who have died.
@corey_tutt @DeadlyScience Deadly is a form of slang that Aboriginal and Torres Strait Islanders use to say things are cool, so when you hear deadly science think cool science but better.
Read 33 tweets
Aug 25
The next speaker is Lydia Penkhert

— Designing for everyone? Voice Interaction in public spaces

#uxa2022
Lydia joins us from Germany where it's currently 2am :D
Lydia will give us some insight into the process behind designing a voice interaction, based on project SKILLED.
Read 17 tweets
Aug 24
The keynote today is Professor Lara Penin

— Thinking Design for this Century

@LaraSPenin

#UXA2022
Professor Penin begins with a land acknowledgment for Woi Wurrung, Boon Wurrung and Wurundjeri where the conference is taking place.

Lenape where She lives.

Guarani, Tupi, Kaingang, Terena where she grew up.
What is the new version of design, and how do we do things differently this time round for greater care, equity and justice for all?
Read 33 tweets
Aug 27, 2021
Our last speaker for the day is Erin Malone - Principal at Experience Matters Design



Mapping Hate - Deconstructing the Ecosystem

#uxa2021 #uxaustralia
Erin will share a project she worked on with @ADL
A bit about both organisations
Read 36 tweets

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