Design  Thinking  with  Field  Service  Engineers    SAP  TechEd,  2013

Prelude

what is Twan doing here?

Prelude

what are we doing here?

First

setting the scene

Field  Service  Engineer Se#ng  the  scene

Cleanroom Se#ng  the  scene

The  Company Se#ng  the  scene

Understand scoping

A  day  in  a  life Daily  ac1vi1es  with  informa1on  need

Observe 360° research

Understand  current  situaCon What  is  good  –  what  can  be  improved

Point of view synthesis

Personalize Define  who  you  want  to  support  in  what  way

Meet  Chip Field  Service  Engineer  Persona

Ideate choose solutions

Ideate Brainstorming  and  sketching

Prototype validate and test

Maintenance  Manager Entry  point  for  Field  Service  Engineers

Maintenance  Manager Integra1on  of  SAP  and  non  SAP  func1onality

Time  WriCng  applicaCon User  Experience  design

Implement

ImplementaCon?

•  Ask  me  next  year  at  SAP  TechEd  2014  ;-­‐)

Epilogue

what was Twan doing here?

Epilogue

What were Julia and Twan doing here?

Key  takeaways

•  Involve  end  users •  Involve  SAP •  Involve  all  stakeholders •  Collaborate  and  Co-­‐create

•  Plus  …  listen  and  discuss  to  really,  really  understand  business  requirements

Contact  informaCon

•  Ciber –  Principal  Technology  Officer  SAP –  Scrum  master  /  coach  SAP  projects  (2009) –  SAP  NetWeaver  soluCon  architect  (2007)

•  SAP  related –  SAP  project  experience  since  1995 –  SAP  Mentor –  Blogger  on  scn.sap.com

•  Web –  www.twanvandenbroek.nl –  nl.linkedin.com/in/tbroek –  twi_er.com/tbroek

Thank  you!

Twan van den Broek

m: +31 6 29 735 952

t: +31 40 232 90 90

f: +31 40 232 90 91

twan.van.den.broek@ciber.com

www.twanvandenbroek.nl

@tbroekCiber Nederland BV

Meerkollaan 15Postbus 843

5600 AV Eindhoven

www.ciber.nl