INGENUITY + EXECUTION

INNOVATION DELIVERED

RADIANT DIGITALENTERPRISE USER EXPERIENCE | 2018

THE JOURNEY TO GREAT ENTERPRISE APPLICATION USER EXPERIENCE IS CHALLENGING AND FULL OF OBSTACLES…

RADIANT DIGITALENTERPRISE USER EXPERIENCE | OVERVIEW

RADIANT PROVIDES A ROADMAP FOR ELIMINATING USER EXPERIENCE OBSTACLES AND MAXIMIZING THE VALUE OF YOUR IT PORTFOLIO.

Enterprise User Experience (EUX) is user-focused experience design and optimization of enterprise systems, internal tools, and software used by your employees. EUX can enhance the experience of productivity tools used throughout your organization, such as:

“SIMPLICITY IS THE ULTIMATE FORM OF SOPHISTICATION”

– LEONARDO DA VINCI

IMAGINE CAPTURING SIGNIFICANT COST SAVINGS WHILE INCREASING EMPLOYEE PRODUCTIVITY AND MORALE. THAT’S ENTERPRISE UX.

! Network operation systems! HR portals! Inventory tracking systems! Content management systems

! Intranet sites! Proprietary enterprise software! And more…

ENTERPRISE USER EXPERIENCE | BACKGROUND

“CLUTTER IS A FAILURE OF DESIGN, NOT AN

ATTRIBUTE OF INFORMATION”

– EDWARD TUFTE

WE APPLY USER-CENTERED DESIGN PRACTICES WITHIN THE ENTERPRISE TO INCREASE USER PRODUCTIVITY, ACCEPTANCE, AND SATISFACTION.

In knowledge-based work, an efficient, usable and delightful human-computer user interface yields a more productive workforce and benefits both the bottom line and employee morale.

Enterprise applications present unique challenges to user experience design. The “consumerization of IT” means that user expectations, informed by their experiences with commercial mobile and web apps, are very high. However, resources to meet those expectations are limited, and user experience design is

often deprioritized. Processes, domain terminology, and application stacks are typically very complex and industry-specific. Meanwhile, enterprise user experience designers must manage large and varied stakeholder groups, with conflicting perspectives and priorities.

Radiant has developed a research-driven EUX methodology to navigate these challenges. We eliminate barriers, advocate for the user, and develop solutions with iterative, data-driven decision-making.

RADIANT DIGITAL

ENTERPRISE USER EXPERIENCE | RADIANT IN ACTION

RADIANT HELPS INCREASE BUSINESS VALUE BY MAKING YOUR WORKFORCE MORE PRODUCTIVE AND EFFICIENT.

For over a dozen years, Radiant supported an ecosystem of provisioning tools for a large telecom customer. Recently, we worked with our customer to prioritize user experience, identify user interface and workflow inefficiencies that, if addressed, would increase productivity and yield significant cost savings.

Our client’s ecosystem consisted of 11 proprietary applications used by over 9,000 employees to provision services around the globe.

Daily tasks were arduous and cumbersome. End users juggled work between disparate applications, each having a unique user interface (UI) and user experience (UX.) Workflows cut across multiple applications, requiring users to ‘swivel chair’ between interfaces constantly. The cognitive load was overwhelming. Carrying out even simple tasks was inefficient for users.

PRODUCTIVITY, SATISFACTION, AND

TECHNOLOGY ACCEPTANCE DELIVERED.

RADIANT IN ACTION

RADIANT DIGITAL

ENTERPRISE USER EXPERIENCE | THE SOLUTION

RADIANT PERFORMED A COMPREHENSIVE ENTERPRISE USER EXPERIENCE (EUX) ASSESSMENT, ENCOMPASSING HEURISTIC REVIEW, USER INTERVIEWS, TASK ANALYSIS AND CLICKSTREAM ANALYSIS.

We assessed our client’s systems for conformance to textbook usability principles and uncovered many critical gaps. Information overload and duplication was common across screens. System state was rarely reflected in the interface, errors were cryptic, performance was slow, and users were forced to interact with a myriad of nonstandard controls.

Task analysis data demonstrated that nearly all tasks required ‘swivel chairing’; users would toggle between applications to perform a single task, often resorting to spreadsheets or post-it notes to manage information.

User feedback suggested that the state of the system dramatically reduced worker productivity, increased errors, diminished trust in the organization, and created a

significant training burden.

Click stream analysis provided empirical evidence of system inefficiency, demonstrating the high number of clicks and extended time required to complete typical tasks. This analysis also served as a baseline for measuring the success of subsequent redesign efforts.

The Radiant and client teams determined that productivity could be greatly improved via a ‘single pane of glass’ through which users would complete tasks, end-to-end, in an integrated, guided workflow.

The client engaged Radiant to create this new experience—to unify the disparate systems and transform user experience, thereby increasing user satisfaction, efficiency, productivity, and engagement.

RADIANT DIGITAL

“PERFECTION IS ACHIEVED, NOT WHEN

THERE IS NOTHING MORE TO ADD, BUT WHEN

THERE IS NOTHING LEFT TO TAKE AWAY”

– ANTOINE DE SAINT-EXUPERY

ENTERPRISE USER EXPERIENCE | RESULTS

OUR RESULTS:

60% reduction in task time 85% reduction in “swivel chairing”40% reduction in clicks65% fewer screens

Our approach was focused on increasing system consistency, predictability and learnability. Our solution guided users through tasks with the minimum number of steps, streamlining work, and automating unnecessary manual processes. Through iterative, user-focused design, we developed a single unified interface that is:

! Adaptive: bends the technology to the user! Contextually aware: accounts for the user

beyond the interface! Intuitive: matches user’s mental and

conceptual models! Efficient: makes the work straightforward and

fast! Anticipatory: knows what comes next for the

user, and provides it

In partnership with our customer, we developed a number of innovative features that improved UX, such as:

! Guided navigation to lead users through workflows without overwhelming them with information

! Predictive analytics to surface status and risk information that supports decision-making

! Intelligent search to return relevant information more quickly and efficiently

! Location sensing mobile features that link workers with relevant data based on their position in time and space

! Interactive AI chat to retrieve information and feedback in a conversational way

! Process automation to eliminate repetitive, error prone manual work

! Communication tools to improve cross-team collaboration

These features are enabled by integrating with leading edge technologies like SOLR, RPA Automation Anywhere, IBM Clickstream Analytics, and Machine Learning. These are supported by web-standard technologies such as HTML5, CSS2 and AngularJS.

With a completely unified and thoroughly transformed user experience, the “Single Pane of Glass” has provided measurable results for our customer’s business and users.

RADIANT DIGITAL

RADIANT’S METHODOLOGY PROVIDES A ROADMAP FOR ELIMINATING OBSTACLES TO GOOD USER EXPERIENCE AND REALIZING THE MAXIMUM BENEFITS FROM YOUR ENTERPRISE SOFTWARE.

Our methodology, Continuous Adaptive Planning and Design (CAPD), emphasizes the delivery of continuous work product, and incorporates continuous feedback.

Continuous Adaptive Planning and Design is an Agile approach that harness all stakeholder perspectives, embraces change and reduces risk.

RADIANT DIGITALENTERPRISE USER EXPERIENCE | METHODOLOGY

ENTERPRISE USER EXPERIENCE | UX QUALITIES

ADAPTIVEAware of the user’s goals by bending the technology to the user; rather than visa versa

INTUITIVEFocuses on the task not the process by matching the user’s mental and conceptual models

EFFICIENTReducing the user’s cognitive load, by making it straightforward and fast

ANTICIPATORYUnderstanding the user’s needs before they emerge by knowing what comes next

CONTEXTUALAccount for the users beyond the interface

WHILE THE ROAD TO PLATFORM OPTIMIZATION IS CHALLENGING, THE GOALS ARE SIMPLE. TRUE RETURN ON INVESTMENT WILL BE REALIZED WHEN THE USER EXPERIENCE ACHIEVES THE FOLLOWING QUALITIES.

RADIANT DIGITAL

WE HAVE BEEN TRUSTED PARTNERS WITH MOST OF OUR CLIENTS FOR OVER A DECADE, AND OUR NEWER CLIENTS ARE FINDING OUT WHY…

GETTING STARTED WITH RADIANT DIGITAL

Contact us now for a consultation.A Radiant UX expert will perform a heuristic review of your system, evaluating the interface for conformance to recognized principles of web application usability and good user experience.

We will deliver a report with recommendations for increasing productivity and efficiency through design.

Strong enterprise UX design can deliver meaningful and measurable results: increased productivity, reduced errors, even greater employee engagement.However, it’s sometimes challenging to know where to start.

ENTERPRISE USER EXPERIENCE | CONTACT US

RADIANT DIGITALWWW.RADIANT.DIGITAL | INFO@RADIANT.DIGITAL

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