This presentation showcases my team’s three-part UX strategy to revamp our corporate intranet site: • Secure executive support up front by defining a compelling UX vision for each project, while also showing time and money lost to dealing with subpar internal services • Put projects in the hands of UX professionals—product designers, editors, and engineers—not IT, HR and other internal service teams • Use experience-first prototypes to secure stakeholder and employee support

1. Bringing Experience Into the Enterprise
@LavaCon
Revamping the Citrix Intranet
Mike Maass | Citrix

2. Bringing Experience Into the Enterprise
Revamping the Citrix Intranet
Mike Maass
Managing Editor, Citrix Product Design
LavCon 2014

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. 3 Confidential.

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Are employees customers?

6. Customers have high expectations
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7. Great experiences = bottom line success
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Source: http://www.onlinemarketing-trends.com/2011/10/microsoft-vs-apple-making-of-technology.html

8. Businesses don’t treat employees as customers
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9. Employees are captive users
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10. Frustration and wasted time cost money
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11. “The average mid-size company could gain $5
million per year in employee productivity by
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improving its intranet.”
“” Jakob Nielsen
Nielsen Norman Group

12. Intranets are a prime source of employee frustration
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13. 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• Content is outdated or wrong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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14. 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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15. Our goal: Bring experience into the enterprise
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16. Discovery phase
Setting up for success

17. 1: Sketch a compelling experience vision
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18. Our 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
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19. 2: Get support from the top
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20. 3: Involve stakeholders and employees
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21. Lots of prototyping
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22. 4: Put experience pros in charge
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23. Good UX is their job
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24. Design & build phases
Getting to great

25. Lesson 1: Rapid, iterative prototyping is key
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26. Discovery: Need for better profiles
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27. People want to know more about their coworkers
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28. So we prototyped a richer profile
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29. Spinoff product: Clouddex
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30. Lesson 2: The content revamp is critical
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31. Governance standards
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32. Writing guidelines
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33. Design persona
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Source: http://aarronwalter.com/design-personas/

34. Lesson 3: Mobile first
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35. Lesson 4: Agile keeps things moving
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36. Recap

37. 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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38. Keys to design and build success
• Rapid, iterative prototyping
• Focus on the content revamp
• Mobile first
• Agile keeps things moving
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39. The rollout

40. Backstage is rolling out soon
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“Thank you!”
“” Mike Maass

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WORK BETTER. LIVE BETTER.