UX for the Enterprise
Posted on November 18, 2014Every product has a personality—whether it was deliberately designed to or not. Reddit is quirky, hyperactive, and sometimes sarcastic. Amazon is like a salesperson with an eidetic memory and amazing talent for statistics.
That’s enterprise UX.
Yes, those 50,000 people use your software because they don’t have a choice. And sure, that completely predictable technology stack is ten years out-of-date. But, despite its quirks, doing UX work for enterprise clients is an opportunity to spread good design to the industries that need it most.
Working with enterprise clients can be an exercise in frustration, filled with endless meetings and labyrinthine bureaucracy. It can also be immensely rewarding, with unique challenges and creatively satisfying work. As designers, we live to solve problems, and few problems are larger than those lurking in the inner depths of a global organization.
Enterprise UX is often about solving ancillary problems by creating tools that facilitate an organization’s primary goals. These problems are rarely as compelling or visible as the goals they support, but they’re just as necessary to solve. A company might build the best-designed cars in the world, but it won’t matter if its quality-assurance process is hobbled by unusable software. Good design enables enterprises to do the work they were founded to do.
Enterprise employees are also consumers, and they’ve come to expect consumer-level design in all the tools they use. Why shouldn’t a company’s inventory software or HR portal be as polished as Evernote, Pinterest, or Instagram? When a consumer app is poorly designed, the user can delete it. When an enterprise app is poorly designed, its users are stuck with it.
The stakes can be enormously high. The sheer scale of enterprise clients magnifies the effects of good and bad design alike. Small inefficiencies in large organizations result in extra costs that are passed on to the end user in time spent, money lost, and frustration increased.