Contributed Articles

Complexity and Mental Models in Enterprise User Experience Design

by VINEETH NAIR, Salesforce How can designers reverse the complex mental models people develop from interacting with convoluted enterprise software? How can we respect the gratification people get out of executing complex tasks at work? When does simplicity actually compromise user experience? These are some of the questions that have intrigued me as a human-centered design practitioner. The interplay between human behaviour and product experience is fascinating in the enterprise space because of its unique characteristics: Enterprise products are designed to tackle niche business problems, used to accomplish definitive tasks, and, unfortunately most often, forced on end users whether they like it or not. In enterprise, the customer is not the end user, and usability has not generally been a key metric in purchasing decisions. As a result, most companies end up purchasing products that weren't necessarily designed with empathy for end-users. Organizations spend millions of dollars to procure products that can support the functionality...