Enterprise UX doesn’t start with screens

Enterprise UX doesn’t start with screens. It starts with understanding how work actually happens.

Over the past month, I’ve been leading the UX Discovery phase (WS1) for a system-of-work redesign at the Islamic Development Bank, as part of the DOOR3 team.

This phase focuses on deeply understanding how operations move across regional hubs, HQ governance functions, and field environments.

One of the most impactful moments was joining a mission to Jalalabad, Kyrgyzstan, where a water and sewage infrastructure project is being implemented to bring clean water to homes and schools.

But this wasn’t about infrastructure.

It was about operational reality.

How decisions flow.
Where friction accumulates.
How coordination actually happens across institutions.

What became clear:

Most enterprise inefficiency doesn’t live in the interface.
It lives in the invisible coordination layer between people, process, and tools.

If systems like OMS are to evolve, they must go beyond record-keeping.
They need to support clearer task orchestration, stronger cross-functional alignment, and, increasingly, more intelligent decision support.

Enterprise UX at this scale isn’t UI redesign.

It’s operational design for complex systems.