The Home Depot
User Experience Designer
The importance of UX in enterprise technology transformations
As legacy enterprises – spurred by disruption – go through technology transformations, they will spend a significant portion of their capital on technologies developed by and for the consumer market. But in doing so, the organization becomes its own customer and users lose their bargaining power.
The direct lines from the users to the bottom line, such retention and churn, don’t exist in the same way with internal tools and technologies. Good user experiences must be incentivized in a different way. They’re more important than ever.
Take warehouse management. The types of metrics that move the needle mostly have to do with efficiency. If you had a fully autonomous robotic warehouse, you can stress test the limits of operational efficiency to no end.
Instead, what you have is a wide and jagged surface of countless human-computer interactions. Each involves an individual whose wellbeing influences the overall system. It’s difficult to measure exactly how the happiness of a worker might contribute to the efficiency of a warehouse, but its value is intuitively obvious.
How do you manage this complex network of people, novel situations, and the tools they interact with? Through empathy and the tried and true methodologies of User Experience Designers.
At The Home Depot, it’s in the company’s DNA to treat all workers as valuable and indispensable. When it comes to the perspectives and daily experiences their work-lives, we're students to their experience.
After joining the team in late 2017, I've learned and grown with a UX team that has more than doubled in size. I've been part of a transformation that has inspired how the entire company thinks about innovation.
Designing better experiences for employees means solving for one of the most underrated and historically neglected parts of everyone’s lives – their work. There's no shortage of opportunity.