Creating greater business value by engaging with your end users

Andreas Hauser – Global Head of Design and Co-Innovation CenterJuly 2014

Creating Greater Business Value by Engaging with your End Users

© 2014 SAP SE. All rights reserved. 2Public

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This presentation outlines our general product direction and should not be relied on in making a purchase decision. This presentation is not subject to your license agreement or any other agreement with SAP. SAP has no obligation to pursue any course of business outlined in this presentation or to develop or release any functionality mentioned in this presentation. This presentation and SAP's strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement. SAP assumes no responsibility for errors or omissions in this document, except if such damages were caused by SAP intentionally or grossly negligent.

3© 2014 SAP SE or an SAP affiliate company. All rights reserved.

Consumer user experience is the new standard for enterprise applications …

The World is Changing


Design Innovation – Mistake #1 Over-Engineering

Technology(feasibility)

Business(viability)

Human Values(desirability)


Design Innovation – Mistake #2 Golden Unicorns


Business(viability)



Design Innovation – Mistake #3 In Vogue


Business(viability)




Business(viability)

DESIGN INNOVATION


How to achieve Design Innovation?


UX impacts Business Value

Gain productivity

Increase user adoption

Decrease user errors

Save training costs

Gre

at

Use

r E

xp

eri

en

ce

UX Value Calculator

http://www.sapcampaigns.de/us/UX_Calculator/

http://www.sapcampaigns.de/us/UX_Calculator/


Top use scenarios

Core usescenarios Specific customer value

use scenarios

The SAP User Experience Strategy

Existing Applications

RENEW ENABLE

SAPFiori

Renovation Enablement Tools(e.g. SAP Screen Personas)

NEW

New Applications

Usa

ge/R

each

UX DESIGN SERVICES

© 2014 SAP SE. All rights reserved. 11

UX Design ServicesWhat we learned



Business(viability)

IT organizations are missing design skills


Observations from 200+ customer engagements


Required design skills

• User ResearchUser Interviews, Observation, User testing

• Interaction DesignScreen flows, Low & high-fidelity mock-ups,Design specifications

• Visual DesignBranding, Visual language (e.g. color, typography, logo)

• Design Thinking Coaching, Moderation, Storyboarding

© 2014 SAP SE or an SAP affiliate company. All rights reserved.


Design is a Process


Lessons Learned from 200+ customer engagements

Organization

User Needs Process Tools &

Technology

Top

Management

attention

needed – IT &

Lines of

Businesses

The relationship

between IT and

business units

improved

The value of UX

is not clear

“UX Value

Calculator”

Involve key

stakeholders in

UX Center of

Excellence

discussions

IT organizations

need to better

understand the

needs of their

end users

You need access

to true end

users, no proxies

You need to

experience how

to engage with

users (learning

by doing)

Customers have

challenges to

define where to

start Leverage

“Usage

Analysis”

Visualize

requirements

before you

implement

less subsequent

change requests

Start with POC’s

to show fast

value

A screen

mockup tells

more than 1000

words. People

don‘t read

functional specs.

End users

perceive custom

built screens as

SAP Screens

Several UX

issues could be

solved with

existing SAP

tools

It is a change process –

methodology and mindset

© 2014 SAP SE. All rights reserved. 16PublicEngage with REAL Users!


The Way to a Customer UX Strategy

Company Strategy

IT Strategy

SAP/UX Strategy

Knowledge & Learn

Discover & PlanRealise & Measure

System Data

User Data

Support Data

UX Value Calculator

Prioritised ScenariosA …B …C…

Ongoing User Engagements

Design Deliver

Customer UX

Strategy

Proof of Concept

Pilot / Pathfinder

Validate UX Strategy


Customer UX MaturityU

X M

atur

ity

Time

INNOVATE

EMPOWER

REALIZE

Independent scale

Set-up UX CoE

Pilot /

PathfinderPoC

Engagement SAP


UX Center of Excellence Goals

Goals: Establish design as competitive advantage

Influence organizations and processes to include design methods

Establish design skills & drive design mindset throughout organization

Provide tools and infrastructure

People

Process Tools

UXCoE


UX Design Service PortfolioWhat is available


DESIGN SERVICES

UX Strategy

UX Value Framework

UX Roadmap

UI Technology

ADVISE

DESIGN THINKINGpowered by

SAP’s UX Design Services OfferingOverview

INNOVATEDiscover area of innovationDesign innovative solutionDevelop customer solution

EMPOWERUX Center of ExcellenceDT/Design MethodsUI Technology Training

REALIZEImplement and adapt standard SolutionUX Adoption Kit for Fiori and Screen PersonasOptimize existing Solution

DES

IGN

SER

VIC

ES


SAP UX Adoption Service Kits for Fiori and Screen Personas

Define Roadmap for SAP Fiori and Screen

Personas

Use

r E

xper

ienc

e A

dopt

ion

Deploy foundation and bring live first

SAP Fiori apps and Screen Personas

Screen flows

1 - 2 weeks 9 – 10 weeks 4 – 5 weeks

Deploy additional SAP Fiori apps and Screen

Personas Screen flows

ADVISORY Service Kit

LAUNCH Service Kits

ACCELERATE Service Kits


UX Design ServicesHow do we work?


How We Work

Discover Design Deliver


Onsite ResearchObserve and Interview

Synthesize & IdeateWorkshop



Onsite ResearchObserve and Interview

Synthesize & IdeateWorkshop



Interaction Design Define information architecture and flow

WireframesCreate low-fidelity Wireframes



Interaction Design Define information architecture

WireframesCreate low-fidelity wireframes



Visual DesignCreate emotional appeal

Develop SolutionImplement/Adapt/Develop



Visual DesignCreate emotional appeal

Develop SolutionImplement/Adapt/Develop



Customer ExamplesUse Cases


BEFOREAFTER

Realizable with

the same tool

Showcase: Financial DashboardService: UX driven Productivity Optimization



DEMO DATA

Showcase: SAP Screen Personas at Shell (POC)Service: SAP Screen Personas RDS

7 screens

3 screens

~ 45Clicks

~ 26Clicks

BEFORE

AFTER

Productivity

increase of more

than 40%


http://www.google.com/url?sa=i&rct=j&q=monitor&source=images&cd=&cad=rja&docid=WCMqxaVc7n84xM&tbnid=BckdzV8b_kG4XM:&ved=0CAUQjRw&url=http://www.thinclientwarehouse.co.uk/thin-clients/monitor-integrated-thin-clients/lg-network-monitor-p-series-pcoip-22-16-9-n2210wz-bf-aeu.html&ei=Rp84UZOpJpGMswaOn4HABQ&psig=AFQjCNGlbjxXDa0ImcpnL3Ytb_caNyItTg&ust=1362751663803629



DEMO DATA

Showcase: SAP Screen Personas at Nestlé (POC)Service: SAP Screen Personas RDS

BEFORE

AFTERNumber of Screens

reduced by 75%







© 2014 SAP SE. All rights reserved. 36Public© 2014 SAP SE or an SAP affiliate company. All rights reserved.

Showcase: Purchase Requisition Approval at ValeroService: SAP Fiori Apps RDS

BEFORE

AFTERSimplify the UX

with SAP Fiori


Showcase: Real Estate Cockpit at SiemensService: Proof-of-Concept for User Experience

Increase User Productivity

and Reduce Training Costs



Faster decisions

based on user-centered design

powered by HANA

Showcase: Sales Performance Statistics on HANAService: Design service for User Experience



Showcase: SAP HANA Health at NCT HeidelbergService: Design service for User Experience


Saving lives by combining the

power of design and SAP HANA

Won the White House Technology Award


Design Thinkingwith SAP



People + Process + Space = Innovation


Interdisciplinary Team


Business(viability)


Design is a Process

Flexible Space


Heidelberg



1. UX Impacts Business Value

2. Build your customer UX strategy

3. Engage with REAL end users

Key Points To Take Home


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Creating greater business value by engaging with your end users

Software

pilot pathfinder

200 customer

sap affiliate

sap screen

customer ux

screen personas

ux advisory

ux center