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@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
© 2014 Citrix. Confidential. 4
© 2014 Citrix. Confidential. 5
Are employees customers?
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Customers have high expectations
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Great experiences = bottom line success
Source: http://www.onlinemarketing-trends.com/2011/10/microsoft-vs-apple-making-of-technology.html
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Businesses don’t treat employees as customers
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Employees are captive users
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Frustration and wasted time cost money
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“” Jakob Nielsen
Nielsen Norman Group
“The average mid-size company could gain $5 million per year in employee productivity by
improving its intranet.”
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Intranets are a prime source of employee frustration
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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• Search doesn’t work • Content is outdated or wrong • The IA is confusing • Employee profiles are inaccurate • It’s easier to ask the person at the Help Desk
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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
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Our goal: Bring experience into the enterprise
Setting up for success Discovery phase
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1: Sketch a compelling experience vision
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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
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2: Get support from the top
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3: Involve stakeholders and employees
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Lots of prototyping
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4: Put experience pros in charge
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Good UX is their job
Getting to great Design & build phases
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Lesson 1: Rapid, iterative prototyping is key
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Discovery: Need for better profiles
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People want to know more about their coworkers
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So we prototyped a richer profile
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Spinoff product: Clouddex
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Lesson 2: The content revamp is critical
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Governance standards
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Writing guidelines
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Design persona
Source: http://aarronwalter.com/design-personas/
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Lesson 3: Mobile first
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Lesson 4: Agile keeps things moving
Recap
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Setting up for success
• Sketch a compelling experience vision • Get support from the top • Involve stakeholders and employees • Put experience pros in charge
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Keys to design and build success
• Rapid, iterative prototyping • Focus on the content revamp • Mobile first • Agile keeps things moving
The rollout
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Backstage is rolling out soon
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“” Mike Maass
“Thank you!”
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WORK BETTER. LIVE BETTER.