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Full-Stack User Experiences: A Marriage of Design & Technology (Dawn Ressel at Enterprise UX 2016)

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Dawn Ressel: "Full-Stack User Experiences: A Marriage of Design & Technology"
Enterprise UX 2016 • June 8, 2016 • San Antonio, TX, USA

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Full-Stack User Experiences: A Marriage of Design & Technology (Dawn Ressel at Enterprise UX 2016)

  1. 1. Dawn Ressel, Experience Design Leader, Intuit Enterprise UX Conference June 9, 2016 Full-Stack User Experiences: A Marriage of Design & Technology @uxdawn
  2. 2. Intuit Confidential and Proprietary 2 Widget libraries Codifies full stack code Component libraries Codifies front end code Pattern libraries Documentation of design Evolution of design systems
  3. 3. Intuit Confidential and Proprietary 3 What is a widget? Example: Google Maps - Core to businesses - Familiar experience - Best practices baked in - Configurable
  4. 4. Intuit Confidential and Proprietary 4 Industry widget examples Search – Google, Yahoo, Bing Content hosting - Flickr, SoundCloud, YouTube Advertising – AdSense, AdBrite, Chitika Content management – WordPress, Joomla, Drupal Analytics – SiteCatalyst, Omniture Maps – Google Maps, OpenMaps, MapQuest Payments – PayPal, Square, Stripe
  5. 5. Intuit’s Widget Journey
  6. 6. Intuit Confidential and Proprietary 6
  7. 7. Shift to cloud creates new opportunities
  8. 8. Intuit Confidential and Proprietary 8 TurboTax Sign in screen QuickBooks Sign in screen Mint Sign in screen The genesis of our Widget journey One Intuit Identity
  9. 9. Account recovery: dramatically increased user success rates
  10. 10. There was nearly a bank run when TurboTax had to suspend filing state tax returns over fraud concerns. Forbes February 12, 2015
  11. 11. Intuit Confidential and Proprietary 11
  12. 12. Substantial Benefits: Widgets improve productivity & decrease time to market
  13. 13. Intuit Confidential and Proprietary 13 More widgets across the Intuit ecosystem Financial Data Experience
  14. 14. Intuit Confidential and Proprietary 14 BENEFITS • Best practices • Familiar experience • Productivity • Speed to market • Learn at scale • Reduce risk • Subject matter experts Designing full stack has many advantages Benefits of widgets KEY TAKEAWAY: Widgets are a great investment and create a better customer experience.
  15. 15. What we’ve learned along the way
  16. 16. Intuit Confidential and Proprietary 16 SHOULD WE BUILD A WIDGET? • Reusability • Demand • ROI • Specificity When a widget makes sense Before creating a widget, make sure it will be worth the investment
  17. 17. Intuit Confidential and Proprietary 17 Widgets are more than just a pretty face Widgets leverage powerful services behind-the-scenes Best-Account Selection Email collision detector Risk Screening Identity Proofing Email Validation Email Verification Password Strength SMS OTP …more UIComponents Widget … and provide orchestration
  18. 18. Intuit Confidential and Proprietary 18 1 widget Minutes to adopt One Intuit Identity One widget orchestrates complex interactions
  19. 19. Intuit Confidential and Proprietary 19 Widgets and component libraries are shared
  20. 20. Working across boundaries Widgets require lots of collaboration
  21. 21. Intuit Confidential and Proprietary 21 Tips for working with engineers • Paint a vision to get them excited • Explain how their work impacts users • Get them to feel the customer pain • Start with the problem, not the solution • Give them a tough challenge • Listen to them & have empathy • Be specific and accurate Designing widgets requires partnership with back end engineers & architects Working successfully with engineers KEY TAKEAWAY: Engineers can be a great ally for you as a designer if you build strong relationships.
  22. 22. What it takes to be a widget designer
  23. 23. How to Handle Resistance: Overcoming barriers to working across teams
  24. 24. THANK YOU @uxdawn