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Why We Need Enterprise UX

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Enterprise UX Why and How Presented by Louis Elfman – CoreLogic Innovations Lab Presented by Louis Elfman – Design Lead @ CoreLogic Innovations Lab


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What is Enterprise?


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What is Enterprise? • B2B • Gov’t • Healthcare • etc


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Why Enterprise?


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Why Enterprise? • Heart


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Why Enterprise? • • Heart Mind


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Why Enterprise? • • Heart Mind Wallet


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Top 10 Tech Salaries


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Top 10 Tech Salaries (UX isn’t on the list)


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$48.3bn invested in startups in 2014


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Over 1/4 of that was in Enterprise startups


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Enterprise needs UX


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Enterprise needs UX


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Agenda


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Agenda 1. How to work with Enterprise stakeholders


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Agenda 1. How to work with Enterprise stakeholders 2. Legacy Products


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Agenda 1. How to work with Enterprise stakeholders 2. Legacy Products 3. Finding Users


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Agenda 1. How to work with Enterprise stakeholders 2. Legacy Products 3. Finding Users


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2 types of Product Managers


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2 types of Product Managers 1. Have worked with UX before 2. Not so much


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If they’ve never worked with UX…


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Tomer Sharon - “It’s Our Research”


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“[Product managers] represent the voice of the customer.” Tomer Sharon - “It’s Our Research”


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If they’ve never worked with UX:


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If they’ve never worked with UX: 1. Evangelize – Sell them on UX


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Design Value Index Good Design Drives Shareholder Value Design-conscious companies made 219% more $$$


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If they’ve never worked with UX: 1. Evangelize – Sell them on UX


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If they’ve never worked with UX: 1. Evangelize – Sell them on UX 2. Make them part of research


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“Getting stakeholder buy-in for research is usually the first challenge they mention." Tomer Sharon - “It’s Our Research”


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If they’ve never worked with UX: 1. Evangelize – Sell them on UX 2. Make them part of research


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If they’ve never worked with UX: 1. Evangelize – Sell them on UX 2. Make them part of research 3. Support all of your claims with data


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Data > opinions


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If they have worked with UX (but it’s new to org):


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If they have worked with UX (but it’s new to org): 1. Partner with your PM


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If they have worked with UX (but it’s new to org): 1. Partner with your PM 2. Be patient and proactive


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If they have worked with UX (but it’s new to org): 1. Partner with your PM 2. Be patient and proactive 3. Be very visible with research results
 Remember data > opinions


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Agenda 1. How to work with Enterprise stakeholders 2. Legacy Products 3. Finding Users


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Legacy products


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Legacy products 1. Build a clear vision of what it could be


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OMG bast prdouct evar


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Legacy products 1. Build a clear vision of what it could be


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Legacy products 1. Build a clear vision of what it could be 2. Immediate need vs. long-term vision


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Current product


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Current product Ermahgawd


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Current product Ermahgawd


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Current product Ermahgawd


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Legacy products 1. Build a clear vision of what it could be 2. Immediate need vs. long-term vision


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Legacy products 1. Build a clear vision of what it could be 2. Immediate need vs. long-term vision a. Build relationships


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Agenda 1. How to work with Enterprise stakeholders 2. Legacy Products 3. Finding Users


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Enterprise users tend to be hyper-specific


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Tips to find users:


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Tips to find users: 1. Sales team


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Tips to find users: 1. Sales team 2. LinkedIn


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Tips to find users: 1. Sales team 2. LinkedIn 3. Market research agencies


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Tips to find users: 1. 2. 3. 4. Sales team LinkedIn Market research agencies Go guerrilla


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A real-world example: O’Reilly Auto Parts Open Enrollment AKA Hell Week


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Hell week:


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Hell week: • Over 60,000 people processed in a week


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Hell week: • Over 60,000 people processed in a week • 20 temps hired


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Hell week: • Over 60,000 people processed in a week • 20 temps hired • Phone systems repeatedly going down


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Existing site win!


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Outcome:


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Outcome: • 95% reduction in calls


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Outcome: • 95% reduction in calls • 0 temps hired


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Outcome: • 95% reduction in calls • 0 temps hired • System still in place 4 years later


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Enterprise needs UX


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Your face here Enterprise needs UX


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Q&A


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Thank you! me@louiselfman.com @lelfman Presented by Louis Elfman – CoreLogic Innovations Lab Presented by Louis Elfman – Design Lead @ CoreLogic Innovations Lab


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