Bridging the Gaps
Between Enterprise Software
and End Users
Kraig Finstad

Intel Corporation | kraig.a.finstad@intel.com

Wei Xu

Intel Corporation | wei.xu@intel.com

Shibani Kapoor

Intel Corporation | Shibani.Kapoor@intel.com

Sri Canakapalli

Intel Corporation | sri.k.canakapalli@intel.com

John Gladding

Intel Corporation | john.gladding@intel.com

part of the users to internal project-development teams, the challenge becomes advocacy to a completely separate entity in the supplier. For many, it’s a completely new approach that requires careful consideration. This article discusses the problems with OTS solutions and proposes ways to successfully implement them.

[ 1] Rosenberg, D.. “The Myths of Usability ROI.” interactions 11, no. 5 (2004): 22-29.

End users of enterprise software are in a tough spot. While traditional desktop software and websites are increasingly designed with their needs in mind, unique challenges arise with enterprise software. Whether working with a specialized accounting system or a general-use intranet portal, users find themselves confronted with systems that are complex, difficult to learn and use, and dissatisfying.

There are usually sound reasons for an information technology department to implement enterprise software, as opposed to building customized specialty applications. Enterprise software is attractive since total cost of ownership (TCO) calculations support a financial advantage. As Daniel Rosenberg stated, “In the enterprise software market, if the customers of your product are

not successful you will go out of business…TCO is related to the real value the product provides [ 1].” Additionally, the integration possible with a comprehensive one-supplier solution helps streamline business processes. For example, the purchasing system’s database is accessible to the accounting system, and sales can be linked to inventory. Ideally, the end user is empowered and becomes more efficient and productive, but in the real world it’s not so easy.

The power and high-level efficiency of enterprise software often bring complexity and a lack of flexibility. One of the primary challenges in the world of purchase-and-install off-the-shelf (OTS) solutions is that end users are further removed from the creators of the software than ever before. Instead of user-centered design (UCD) professionals advocating on the

Case Study: Bypassing User Research Intel had a homegrown application for the distribution of training material, and significant usability work went into the development process. The tool did not have major usability issues, but in 2005 Intel wanted to upgrade the mainframe back-end system. An OTS solution was selected to replace the homegrown tool. After the supplier was chosen, usability resources were requested. The project usability expert conducted a usability study