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@dwg
www.digitalworkplacegroup.com 1
Eating the enterprise
mobile elephant
Ephraim Julius Freed (@EphraimJF)
Communication...
@dwg
www.digitalworkplacegroup.com 2
Eating the enterprise
mobile elephant
It’s just a
metaphor.
@dwg
www.digitalworkplacegroup.com
The saying
3
@dwg
www.digitalworkplacegroup.com
The saying
4
How do you eat an elephant?
@dwg
www.digitalworkplacegroup.com
The saying
5
How do you eat an elephant?
One bite at a time.
@dwg
www.digitalworkplacegroup.com 6
In this presentation:
A manageable, user-focused
approach to enterprise mobile
@dwg
www.digitalworkplacegroup.com
About Ephraim
7
• “Eff-rye-um”
• Communications Manager
• Former Intranet Manager
• @Ep...
@dwg
www.digitalworkplacegroup.com
Digital Workplace Group (DWG)
Independent expertise for intranet and digital workplace ...
@dwg
www.digitalworkplacegroup.com 9
First: Common challenges of
enterprise mobile
@dwg
www.digitalworkplacegroup.com
Challenges of enterprise mobile
10
BYOD, provided
or hybrid?
Security &
access
Design
s...
@dwg
www.digitalworkplacegroup.com
Challenges of enterprise mobile
11
BYOD, provided
or hybrid?
Security &
access
Design
s...
@dwg
www.digitalworkplacegroup.com
Challenges of enterprise mobile
12
BYOD, provided
or hybrid?
Security &
access
Design
s...
@dwg
www.digitalworkplacegroup.com 13
The BIG MYTH and
little truth of enterprise mobile
@dwg
www.digitalworkplacegroup.com
The BIG MYTH
14
@dwg
www.digitalworkplacegroup.com
The BIG MYTH
15
Enterprise mobile is one thing.
@dwg
www.digitalworkplacegroup.com
The BIG MYTH
16
Enterprise mobile is one thing.
So, just make the intranet mobile.
@dwg
www.digitalworkplacegroup.com
The BIG MYTH
17
Enterprise mobile is one thing.
So, just make the intranet mobile.
• In...
@dwg
www.digitalworkplacegroup.com
The little truth
18
@dwg
www.digitalworkplacegroup.com
The little truth
19
Start small.
@dwg
www.digitalworkplacegroup.com
The little truth
20
Start small.
$User types
Identify different
types of users
@dwg
www.digitalworkplacegroup.com
The little truth
21
Start small.
$User types
Tasks
Look at tasks common
across user gro...
@dwg
www.digitalworkplacegroup.com
The little truth
22
Start small.
$User types
Tasks
And identify tasks
unique and import...
@dwg
www.digitalworkplacegroup.com
The little truth
23
Start small.
$User types
Tasks
Applications
& data
Common tasks wil...
@dwg
www.digitalworkplacegroup.com
The little truth
24
Start small.
$User types
Tasks
Applications
& data
But group-specif...
@dwg
www.digitalworkplacegroup.com
The little truth
25
Start small.
$User types
Tasks
Applications
& data
This is the elep...
@dwg
www.digitalworkplacegroup.com
The little truth
26
Start small.
$User types
Tasks
Applications
& data
This is how you ...
@dwg
www.digitalworkplacegroup.com
The little truth
27
“Enterprise mobile is not about managing devices
or applications, b...
@dwg
www.digitalworkplacegroup.com 28
Now, an approach to
enterprise mobile that works
@dwg
www.digitalworkplacegroup.com
Mobile strategy in 3 parts
29
1. What do we need?
2. Where do we start?
3. How do we ex...
@dwg
www.digitalworkplacegroup.com 30
1: What do we need?
@dwg
www.digitalworkplacegroup.com
What do we need?
31
(And how do we figure it out?)
Organizational
strategy
User needs
B...
@dwg
www.digitalworkplacegroup.com
Understanding organizational
strategy
32
Organizational
strategy
User needs
Business
ne...
@dwg
www.digitalworkplacegroup.com
Understanding business needs
33
Organizational
strategy
User needs
Business
needs
- Pla...
@dwg
www.digitalworkplacegroup.com
Understanding user needs
34
Organizational
strategy
User needs
Business
needs
- Observa...
@dwg
www.digitalworkplacegroup.com
Understanding user needs
35
Organizational
strategy
User needs
Business
needs
Most comm...
@dwg
www.digitalworkplacegroup.com
Understanding user needs
36
$
• Segmentation
• User personas
• User research
• Prioriti...
@dwg
www.digitalworkplacegroup.com
One important question
37
When was the last time you observed
frontline workers doing t...
@dwg
www.digitalworkplacegroup.com
No user observation
38
How are you validating
your assumptions about
what users need?
@dwg
www.digitalworkplacegroup.com
User observation story
39
Reality can be counter-intuitive,
so you need to see it direc...
@dwg
www.digitalworkplacegroup.com 40
2: Where do we start?
@dwg
www.digitalworkplacegroup.com
First step: Find the nexus!
41
Organizational
strategy
User needs
Business
needs
@dwg
www.digitalworkplacegroup.com
First step: Find the nexus!
EXAMPLE
42
Organizational
strategy
User needs
Business
need...
@dwg
www.digitalworkplacegroup.com
Cost-to-value
43
Medium ROIVery important
Less important
($$$$) High
cost/effort
($) Lo...
@dwg
www.digitalworkplacegroup.com
Two types of audiences
44
All employees
Key questions:
• What do all employees need?
• ...
@dwg
www.digitalworkplacegroup.com
Two types of audiences
45
Specific user
groups
All employees Example user groups:
• Cus...
@dwg
www.digitalworkplacegroup.com
Where to start
46
$
• Start small
• Identify a few tasks related to
all employees
• Als...
@dwg
www.digitalworkplacegroup.com
Value lies in the front line
47
Success with enterprise mobile
How tools for frontline
...
@dwg
www.digitalworkplacegroup.com 48
3: How do we expand?
@dwg
www.digitalworkplacegroup.com
What you need to expand
49
@dwg
www.digitalworkplacegroup.com
Governance
50
Design
@dwg
www.digitalworkplacegroup.com
Governance
51
Design Security/Access
@dwg
www.digitalworkplacegroup.com
Governance
52
Design Security/Access Review
@dwg
www.digitalworkplacegroup.com
Governance
53
Design Security/Access Review
Oversight
@dwg
www.digitalworkplacegroup.com
Governance
54
Design Security/Access Review
Oversight T&Cs
@dwg
www.digitalworkplacegroup.com
Governance
55
Design Security/Access Review
Oversight T&Cs Metrics
@dwg
www.digitalworkplacegroup.com
Metrics
56
• Plan for metrics from the start
@dwg
www.digitalworkplacegroup.com
Metrics
57
• Plan for metrics from the start
• Tie metrics to targeted goals
@dwg
www.digitalworkplacegroup.com
Metrics
58
• Plan for metrics from the start
• Tie metrics to targeted goals
• Measure ...
@dwg
www.digitalworkplacegroup.com
Metrics
59
• Plan for metrics from the start
• Tie metrics to targeted goals
• Measure ...
@dwg
www.digitalworkplacegroup.com
Metrics
60
• Plan for metrics from the start
• Tie metrics to targeted goals
• Measure ...
@dwg
www.digitalworkplacegroup.com 61
To sum up
@dwg
www.digitalworkplacegroup.com
Key points
62
• Understand business needs
Organizational
strategy
User needs
Business
n...
@dwg
www.digitalworkplacegroup.com
Key points
63
• Understand business needs
• Research your front-line users
@dwg
www.digitalworkplacegroup.com
Key points
64
• Understand business needs
• Research your front-line users
• Segment au...
@dwg
www.digitalworkplacegroup.com
Key points
65
• Understand business needs
• Research your front-line users
• Segment au...
@dwg
www.digitalworkplacegroup.com
Key points
66
• Understand business needs
• Research your front-line users
• Segment au...
@dwg
www.digitalworkplacegroup.com
Key points
67
• Understand business needs
• Research your front-line users
• Segment au...
@dwg
www.digitalworkplacegroup.com
Key points
68
• Understand business needs
• Research your front-line users
• Segment au...
@dwg
www.digitalworkplacegroup.com 69
And that’s it.
That’s all there is too it – good luck!
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Eating the enterprise mobile elephant - Digital Workplace Group (DWG)

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Enterprise mobile seems like a massive, unapproachable topic. This presentation offers digital workplace best practices for building a strategy for prioritizing and managing employee mobile apps. This includes a user-focused approach that can help you solve real business problems.

Veröffentlicht in: Technologie

Eating the enterprise mobile elephant - Digital Workplace Group (DWG)

  1. 1. @dwg www.digitalworkplacegroup.com 1 Eating the enterprise mobile elephant Ephraim Julius Freed (@EphraimJF) Communications Manager Digital Workplace Group (@dwg)
  2. 2. @dwg www.digitalworkplacegroup.com 2 Eating the enterprise mobile elephant It’s just a metaphor.
  3. 3. @dwg www.digitalworkplacegroup.com The saying 3
  4. 4. @dwg www.digitalworkplacegroup.com The saying 4 How do you eat an elephant?
  5. 5. @dwg www.digitalworkplacegroup.com The saying 5 How do you eat an elephant? One bite at a time.
  6. 6. @dwg www.digitalworkplacegroup.com 6 In this presentation: A manageable, user-focused approach to enterprise mobile
  7. 7. @dwg www.digitalworkplacegroup.com About Ephraim 7 • “Eff-rye-um” • Communications Manager • Former Intranet Manager • @EphraimJF Looks approximately like this on a good hair day.
  8. 8. @dwg www.digitalworkplacegroup.com Digital Workplace Group (DWG) Independent expertise for intranet and digital workplace success 8 Member Forum Consulting Services
  9. 9. @dwg www.digitalworkplacegroup.com 9 First: Common challenges of enterprise mobile
  10. 10. @dwg www.digitalworkplacegroup.com Challenges of enterprise mobile 10 BYOD, provided or hybrid? Security & access Design standards Browser vs. native apps Governance Ownership/ funding
  11. 11. @dwg www.digitalworkplacegroup.com Challenges of enterprise mobile 11 BYOD, provided or hybrid? Security & access Design standards Browser vs. native apps Governance Ownership/ funding App developers Multiple operating systems UXD for mobile Frontline workers Vendor apps
  12. 12. @dwg www.digitalworkplacegroup.com Challenges of enterprise mobile 12 BYOD, provided or hybrid? Security & access Design standards Browser vs. apps Governance Ownership/ funding App developers Multiple operating systems UXD for mobile Frontline workers Vendor apps Historically common to intranets as well
  13. 13. @dwg www.digitalworkplacegroup.com 13 The BIG MYTH and little truth of enterprise mobile
  14. 14. @dwg www.digitalworkplacegroup.com The BIG MYTH 14
  15. 15. @dwg www.digitalworkplacegroup.com The BIG MYTH 15 Enterprise mobile is one thing.
  16. 16. @dwg www.digitalworkplacegroup.com The BIG MYTH 16 Enterprise mobile is one thing. So, just make the intranet mobile.
  17. 17. @dwg www.digitalworkplacegroup.com The BIG MYTH 17 Enterprise mobile is one thing. So, just make the intranet mobile. • Intranets not optimized for mobile • Responsive sites visually optimized, but not designed to app standards • Intranet navigation paths not designed for mobile • Generally poor user experience • Doesn’t cater to very different types of mobile users • Not optimized for context of use (environmental factors) for different tasks
  18. 18. @dwg www.digitalworkplacegroup.com The little truth 18
  19. 19. @dwg www.digitalworkplacegroup.com The little truth 19 Start small.
  20. 20. @dwg www.digitalworkplacegroup.com The little truth 20 Start small. $User types Identify different types of users
  21. 21. @dwg www.digitalworkplacegroup.com The little truth 21 Start small. $User types Tasks Look at tasks common across user groups
  22. 22. @dwg www.digitalworkplacegroup.com The little truth 22 Start small. $User types Tasks And identify tasks unique and important to each user group
  23. 23. @dwg www.digitalworkplacegroup.com The little truth 23 Start small. $User types Tasks Applications & data Common tasks will use common applications and data
  24. 24. @dwg www.digitalworkplacegroup.com The little truth 24 Start small. $User types Tasks Applications & data But group-specific tasks may require special solutions
  25. 25. @dwg www.digitalworkplacegroup.com The little truth 25 Start small. $User types Tasks Applications & data This is the elephant; you can’t eat it all at once
  26. 26. @dwg www.digitalworkplacegroup.com The little truth 26 Start small. $User types Tasks Applications & data This is how you eat it one bite at a time
  27. 27. @dwg www.digitalworkplacegroup.com The little truth 27 “Enterprise mobile is not about managing devices or applications, but about managing tasks and user experiences.” $User types Tasks - EphraimJF
  28. 28. @dwg www.digitalworkplacegroup.com 28 Now, an approach to enterprise mobile that works
  29. 29. @dwg www.digitalworkplacegroup.com Mobile strategy in 3 parts 29 1. What do we need? 2. Where do we start? 3. How do we expand?
  30. 30. @dwg www.digitalworkplacegroup.com 30 1: What do we need?
  31. 31. @dwg www.digitalworkplacegroup.com What do we need? 31 (And how do we figure it out?) Organizational strategy User needs Business needs
  32. 32. @dwg www.digitalworkplacegroup.com Understanding organizational strategy 32 Organizational strategy User needs Business needs - Official documents - Executive comms - Exec interviews - Exec incentives
  33. 33. @dwg www.digitalworkplacegroup.com Understanding business needs 33 Organizational strategy User needs Business needs - Planning docs - Interviews - Workshops - Research The overall business + Business units
  34. 34. @dwg www.digitalworkplacegroup.com Understanding user needs 34 Organizational strategy User needs Business needs - Observational research - Surveys - User personas - User segmentation - Use cases
  35. 35. @dwg www.digitalworkplacegroup.com Understanding user needs 35 Organizational strategy User needs Business needs Most commonly overlooked of the three, yet possibly the most important
  36. 36. @dwg www.digitalworkplacegroup.com Understanding user needs 36 $ • Segmentation • User personas • User research • Prioritization • Task analysis • App development
  37. 37. @dwg www.digitalworkplacegroup.com One important question 37 When was the last time you observed frontline workers doing their jobs?
  38. 38. @dwg www.digitalworkplacegroup.com No user observation 38 How are you validating your assumptions about what users need?
  39. 39. @dwg www.digitalworkplacegroup.com User observation story 39 Reality can be counter-intuitive, so you need to see it directly.
  40. 40. @dwg www.digitalworkplacegroup.com 40 2: Where do we start?
  41. 41. @dwg www.digitalworkplacegroup.com First step: Find the nexus! 41 Organizational strategy User needs Business needs
  42. 42. @dwg www.digitalworkplacegroup.com First step: Find the nexus! EXAMPLE 42 Organizational strategy User needs Business needs Org strategy: Shift focus from small to med/large businesses Sales Dept needs: Increase % of sales that are to large businesses Sales Exec needs: Strategies for selling to larger businesses
  43. 43. @dwg www.digitalworkplacegroup.com Cost-to-value 43 Medium ROIVery important Less important ($$$$) High cost/effort ($) Low cost/effort Low ROI High ROI Medium ROI
  44. 44. @dwg www.digitalworkplacegroup.com Two types of audiences 44 All employees Key questions: • What do all employees need? • Related user pain points? • Pain points for central business services like HR? • Priorities and goals of central business services? • What would be better on a mobile phone than a desktop?
  45. 45. @dwg www.digitalworkplacegroup.com Two types of audiences 45 Specific user groups All employees Example user groups: • Customer Service Reps • Sales Executives • Branch/Retail Managers • Technicians
  46. 46. @dwg www.digitalworkplacegroup.com Where to start 46 $ • Start small • Identify a few tasks related to all employees • Also identify critical front-line user groups • Focus on tasks that help them achieve business goals
  47. 47. @dwg www.digitalworkplacegroup.com Value lies in the front line 47 Success with enterprise mobile How tools for frontline employees drive value Free executive summary
  48. 48. @dwg www.digitalworkplacegroup.com 48 3: How do we expand?
  49. 49. @dwg www.digitalworkplacegroup.com What you need to expand 49
  50. 50. @dwg www.digitalworkplacegroup.com Governance 50 Design
  51. 51. @dwg www.digitalworkplacegroup.com Governance 51 Design Security/Access
  52. 52. @dwg www.digitalworkplacegroup.com Governance 52 Design Security/Access Review
  53. 53. @dwg www.digitalworkplacegroup.com Governance 53 Design Security/Access Review Oversight
  54. 54. @dwg www.digitalworkplacegroup.com Governance 54 Design Security/Access Review Oversight T&Cs
  55. 55. @dwg www.digitalworkplacegroup.com Governance 55 Design Security/Access Review Oversight T&Cs Metrics
  56. 56. @dwg www.digitalworkplacegroup.com Metrics 56 • Plan for metrics from the start
  57. 57. @dwg www.digitalworkplacegroup.com Metrics 57 • Plan for metrics from the start • Tie metrics to targeted goals
  58. 58. @dwg www.digitalworkplacegroup.com Metrics 58 • Plan for metrics from the start • Tie metrics to targeted goals • Measure for improvement not justification
  59. 59. @dwg www.digitalworkplacegroup.com Metrics 59 • Plan for metrics from the start • Tie metrics to targeted goals • Measure for improvement not justification • Usage data is only the first step
  60. 60. @dwg www.digitalworkplacegroup.com Metrics 60 • Plan for metrics from the start • Tie metrics to targeted goals • Measure for improvement not justification • Usage data is only the first step • Want to be a metrics ninja? Measure business outcomes!
  61. 61. @dwg www.digitalworkplacegroup.com 61 To sum up
  62. 62. @dwg www.digitalworkplacegroup.com Key points 62 • Understand business needs Organizational strategy User needs Business needs
  63. 63. @dwg www.digitalworkplacegroup.com Key points 63 • Understand business needs • Research your front-line users
  64. 64. @dwg www.digitalworkplacegroup.com Key points 64 • Understand business needs • Research your front-line users • Segment audiences $
  65. 65. @dwg www.digitalworkplacegroup.com Key points 65 • Understand business needs • Research your front-line users • Segment audiences • Find the nexus of needs Organizational strategy User needs Business needs
  66. 66. @dwg www.digitalworkplacegroup.com Key points 66 • Understand business needs • Research your front-line users • Segment audiences • Find the nexus of needs • Manage tasks $
  67. 67. @dwg www.digitalworkplacegroup.com Key points 67 • Understand business needs • Research your front-line users • Segment audiences • Find the nexus of needs • Manage tasks • Start small $
  68. 68. @dwg www.digitalworkplacegroup.com Key points 68 • Understand business needs • Research your front-line users • Segment audiences • Find the nexus of needs • Manage tasks • Start small • Measure targeted business outcomes Metrics
  69. 69. @dwg www.digitalworkplacegroup.com 69 And that’s it. That’s all there is too it – good luck!

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