Bringing experience into the enterprise mike maass lava_con_2014

@LavaCon

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

© 2014 Citrix. Confidential. 3

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


 Are employees customers?


 Customers have high expectations


 Great experiences = bottom line success

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


 Businesses don’t treat employees as customers


 Employees are captive users


 Frustration and wasted time cost money


“”  Jakob Nielsen

 Nielsen Norman Group

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

improving its intranet.”


 Intranets are a prime source of employee frustration


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• Search doesn’t work • Content is outdated or wrong • The IA is confusing • Employee profiles are inaccurate • It’s easier to ask the person at the Help Desk


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


 Our goal: Bring experience into the enterprise

Setting up for success Discovery phase


 1: Sketch a compelling experience vision


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


 2: Get support from the top


 3: Involve stakeholders and employees


 Lots of prototyping


 4: Put experience pros in charge


 Good UX is their job

Getting to great Design & build phases


 Lesson 1: Rapid, iterative prototyping is key


 Discovery: Need for better profiles


 People want to know more about their coworkers


 So we prototyped a richer profile


 Spinoff product: Clouddex


 Lesson 2: The content revamp is critical


 Governance standards


 Writing guidelines


 Design persona

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


 Lesson 3: Mobile first


 Lesson 4: Agile keeps things moving


 Setting up for success

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


 Keys to design and build success

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

The rollout


 Backstage is rolling out soon


“”  Mike Maass

 “Thank you!”


WORK BETTER. LIVE BETTER.

Bringing experience into the enterprise mike maass lava_con_2014

Business

Transcript of Bringing experience into the enterprise mike maass lava_con_2014