CMS from the User's Perspective. JBoye CMS Expert Group hosted by CoreMedia AG

CMS from a User’s PerspectiveUX and Enterprise Software

User Experience

http://www.kickerstudio.com/2008/12/the-disciplines-of-user-experience/

UX for the Enterprise

“Enterprise software, also known as enterprise software application (ESA), is purposed-designed computer software used to satisfy the needs of an organization rather than individual users” (Wikipedia)

Humanitarian Crisis

“Enterprise UX—or the user experience of business software and hardware—represents a humanitarian crisis of sorts, at least from a design perspective.”

Scott Nazarian, Frog Design

Buyer is not the user

Complexity

Need for customization of the UI

Testing is (much) harder

A lot of standard UX methods, especially Lean UX are not applicable

Long maintenance cycle

Applications for the enterprise differ with respect to several factors from customer-oriented applications

Business goals

Why is UX important?

UX and Business Goals

“More customers will be willing to purchase”

“More customers will resist doing business with competitors”

“More customers will recommend you”

Forrester Research (2009): Best Practices in User Experience Design

Complexity for the end user

Why is UX important?

No size available!

Why is that so?

Current shop is bad, as confirmed by user testing

I called the hotline this morning:

“Yes, we know it is sub-optimal and we are really sorry.”

“Believe me, if you would see the systems that we need to use to edit the data, there are very different things that would leave you dismayed.”

The Reason: Complexity…

The Enterprise

Channels…

Why is enterprise software not as simple as Google? What is simplicity?

“Complexity is a fact of life, so we must learn to deal with it”

Norman (2011): Living with Complexity

If it can be so easy, why are there things that are so complicated?

• Complex things and complicated things are not the same

• Complexity is in the world, but we perceive things as simple or complicated

• Simple systems can be designed such that they are complicated

• The more complexity our users have to deal with, the more important is it to reduce how complicated things are

“We are apt to fall into the error of thinking that the facts are simple because simplicity is the goal of our quest. … Seek simplicity and distrust it.”

Whitehead (1926): The Concept of Nature

People spend a lot of time with enterprise applications

The Goal: Align Human Productivity and Data Structures

System 1 and System 2

System 1

Heuristic, intuitive

Works automatically, without causing strain

Not consciously controlled

System 2

Rational

Comes to use when System 1 does not suffice anymore

Causes strain

Needs concentration

Kahnemann (2011): Thinking, Fast and Slow

Law of least effort

“The law of least effort” -> We humans try to use System 2 as seldom as possible, as we try to avoid cognitive strain

Cognitive Strain

… is more than a metaphor!

Under cognitive strain, the facial expressions change, the pupils dilate

Blood sugar level gets lower

Please remember the numbers in 3 seconds!

Experiment

4 7 3 5 6 8 3

Please recite your birthdate silently backwards

What were the numbers?

4 7 3 5 6 8 3

Once again…

2 4 6 8 10 12 14

Please recite your own phone number silently backwards

What where the numbers?

2 4 6 8 10 12 14

Why was the second set easier?

3 Chunks “straight, 2, 14” oder “straight, seven, 2”(adaptiert von Johnson (2014): Design with the mind in mind)

Humans organize information in short term memory

Please remember the words in 3 seconds!

Experiment

Church

Strawberry

What were the words?

Church

Strawberry

Again words…

Internet

Invention

Millenium

What were the words?

Numbers again…

3 9 1 7 4 1 9 2 6 2 3 4 5 6 7 8 5 8

Remembered?

1 1 2 2 3 3 4 4 5 5 6 6 7 7 8 8 9 9

Our working memory is very limited

Some of these tasks cause cognitive strain

These are exactly those tasks, where the organization of information does not suit human information processing

Don’t make me think

Don’t make me think slow

The Goal

Summary

UX is considered a competitive advantage by big players in the enterprise software business

The inherent complexity of the domains we tackle makes it even more important to invest in UX

Follow conventions and established patterns

Ensure seamless integration of systems

Understand the user and test

The challenge is to adapt the data and structures such that it matches human thought

Thank you!

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CMS from the User's Perspective. JBoye CMS Expert Group hosted by CoreMedia AG

Design

Transcript of CMS from the User's Perspective. JBoye CMS Expert Group hosted by CoreMedia AG

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