Charting a new course for the workplace with an experience framework

Abstract

Like many, our company had a wealth of data about business users that included both big data by-products of operations (e.g., transactions) and outputs of traditional User Experience (UX) methods (e.g. interviews). To fully leverage the combined intelligence of this rich data, we had to aggregate big data and the outputs of traditional UX together. By connecting user stories to big data, we could test the generalizability of insights of qualitative studies against the larger world of business users and what they actually do. Similarly, big data benefited from the rich contextual insights found in more traditional UX studies. In this paper, we present a hybrid analysis approach that allowed us to leverage the combined intelligence of big data and outputs of UX methods. This approach allowed us to define an over-arching experience framework that provided actionable insights across the enterprise. We will discuss the underlying methodology, key learnings and how the work is revolutionizing experience decision making within the enterprise. © 2014 Springer International Publishing.