How Real User Experience Analytics Can Help Your Case to Migrate to SAP S/4HANA

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Jesse Bernal, SAP | Andy Prier, NIMBL Base Your SAP S/4HANA Migration on Real User Experience

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  • Jesse Bernal, SAP | Andy Prier, NIMBL

    Base Your SAP S/4HANA Migration onReal User Experience

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    Welcome

    Andy PrierNIMBLUX Lead

    Jesse BernalSAPSenior Business Development Expert

  • The Road to Run Simple

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    200,000 drivers in 58+ countries

    640,000 hosts 50 million users

    200,000 restaurants12 million orders per month

    1.6 billion users27% mobile upstream Web traffic

    ~120 million connected users

    Disrupt.

    Transform.

    Connect.

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    Living in a digital economy

    Last two years

    90%Of the worlds data has been generated1

    Last two years

    40%Growth in adoption of business networks2

    1 ScienceDaily, May 22, 2013.

    2 Technology Adoption Report on Business Networks, Ardent Partners, 2014.

    3 Internet of Things (IoT) 2013 to 2020 Market Forecast: Billions of Things, Trillions of Dollars, IDC, 2013.

    4 Statista, 2014.

    212 billionEnd of 2020

    Things will be connected3

    By 2020

    9 billionMobile users in the world4

    In 2014

    51%Of workloads processed in the cloud5

    5 Cisco Global Cloud Index: Forecast and Methodology for 20132018, Cisco Systems Inc., November 11, 2014.

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    But often its complexity that is standing in the way

    Complexity is hindering business growth

    Percentage of business executives who agree

    86%Business processes and decision making have become so complex that they hinder our ability to grow in a digital economy

    Manifestations of complexity: the costs are significant

    Percentage of business executives estimating the costs of complexity

    11%Feel their organization is a top innovator in their sector

    61%Believe their organizations costs have increased by at least 11%

    67%Say employee satisfaction has been harmed

    * HBR 2015, The Business Case for Managing Complexity

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    SAP HANA evolution and adoption patterns

    SAP HANA

    SAP Business Warehouse powered by SAP HANA

    SAP Business Suite powered by SAP HANA

    SAP S/4HANAFinance

    Real-time analysis Real-time reporting

    Real-time business Online analytical

    processing (OLAP) and online transaction processing (OLTP) together

    SAP HANA Enterprise Cloud service for SAP Business Suite powered by SAP HANA

    In-memory computing platform

    Instant financial insight No aggregates Single source of truth

    Simplified data model New user experience Advanced processing Choice of deployment

    2011 20132012 2014 2015

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    SAPs Digital TransformationThe Digital Business Framework

  • Navigate Through Complexity

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    Getting to know your users is the best place to start a migration to SAP S/4HANA.

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    Journey to SAP S/4HANA

    SAP Business Suite (enterprise applications)

    SAP Business Suite (enterprise applications)

    Any database database

    SAP Business Suite powered by SAP HANA

    SAP Business Suite forSAP HANA (SAP S/4HANA)

    New! SAP enterprise

    applications

    Applications coded to run on any database

    Majority of processing done in application layer

    Faster performance (real-time business) OLTP and OLAP Applications coded to run on any

    database Majority of processing done in

    application layer

    New code line optimized for SAP HANA Simplified data model Processing done in SAP HANA, not

    application layer

    Traditional ERP

    database

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    Assess challenges and inefficiencies Establish user-centric success criteria Define the top migration scenarios

    Prepare for migration

    1SAP Fiori

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    Simple user experience

    Role-basedengagement across the business

    Instant accessto any business insight

    Simple designacross business processes

    Personalized

    Responsive

    Simple

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    Prepare for migration

    If you want to Improve the usability or performance of certain processes supported by SAP software by moving to the SAP Fiori user experience (UX)

    Then you need to Identify the process transactions that have the most severe issues in terms of usability and performance in your current environment

    By using these metrics Transactions with the highest error rates Transactions with the longest response times Transactions with the highest degree of complexity Transactions with the highest level of user activity

    Analysis of key performance indicators (KPIs)

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    SAP S/4HANA Enterprise ManagementOverview (on premise)

    Cost Management and Profitability Analysis

    Invoice and Payables Management

    Inventory and Basic Warehouse Management

    Operational Procurement

    Sourcing and Contract Management

    Supplier Information and Master Data

    Accelerated Plan to Product

    Production Engineering Production Planning

    Project Control and Product Development

    Production Orchestration and Execution

    Quality ManagementInventory and Basic Warehouse Management

    Human Resources Foundation

    Time and Attendance Management

    Core Finance

    Enhanced Request to Service

    Optimized Order to Cash

    Streamlined Procure to Pay

    Accounting and Closing Operations

    Service Management Service Parts ManagementService Master Data Management

    Inventory and Basic Warehouse Management

    Receivables Processing

    Order and Contract Management

    Service Agreement Management

    Maintenance Management

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    Prepare for migration

    If you want to Enable key transactions in SAP software for enterprise mobility and free users from having to log on to their desktop-based applications

    Then you need to Identify the transactions that are the best candidates for conversion to a mobile experience

    By using these metrics Transactions typically accessed remotely over a virtual

    private network Simple transactions (three screens or fewer that can be

    converted into a mobile experience) Transactions used by a broad set of users who use only

    a few transactions as part of their daily jobs

    Network access

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    Identify actual business workflows (UX journey) Uncover issues with current processes (challenges)2

    Design and implementation

    and

    SAP HANA Cloud

    Platform

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    Design and implementation

    If you want to Have an accurate representation of the current UX journey for a particular business process

    Then you need toAnalyze actual user workflows for the selected process

    By using these metrics Aggregated KPIs for user workflows Transaction usage Screen sequences Detailed user workflows at the individual level for

    representative usersUX journey

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    Analyze and react to inventory turnover in real time

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    Design and implementation

    If you want toHave an accurate representation of the challenges in your current business process

    Then you need toGet visibility into all issues encountered by your users when executing the process

    By using these metrics Business processes mapped to transactions

    and screens Performance KPIs at the process and

    transaction levelUX challenges

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    Ongoing support and enhancements

    Identify adoption gaps Monitor performance Quantify improvements Detect emerging issues

    3

    SAP Fiori

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    Ongoing support and enhancements

    If you want to Monitor the user adoption of newly deployed SAP Fiori apps

    Then you need toMeasure how employees are using these apps down to the screen level and compare that reality to expectations

    By using these metrics All-time users (logged in at least once) Active users (active for at least X minutes per day) Active time (per user per day) Activity by device (desktop or mobile) Activity in the new SAP Fiori apps compared to that of

    legacy transactions

    Adoption of SAP Fiori

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    Ongoing support and enhancements

    If you want to Identify potential user, app, or performance issues before deployment to production

    Then you need to Get visibility into all issues during the initial user-acceptance testing of the pilot phase of the project and address them before going live

    By using these metrics App-level and screen-level usage patterns User errors System errors

    KPIs in SAP Fiori app

  • Andy Prier, Nimbl

    Base Your SAP S/4HANA Migration on Real User Experience

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    A difference in UX

    Consumer-grade applications: Lots of choices Mobile ready Necessity for ease of use

    Enterprise-grade applications: Few choices Inflexible deployment options Driven by functionality

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    Improving the internal UX

    Treating internal users like a customer will begin to improve overall sentiment and performance of an organizational workforce.

    Critical factors for a positive user experience: Intuitive Easy Responsive Aesthetics Contextual

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    Migrating to SAP S/4HANA: starting off on the right foot

    When deciding to focus on improving the UX for SAP software, one of the most challenging questions is Where do we start?

    What will have the greatest impact? What are our quick-win opportunities? How might we introduce the new UX and have real

    business acceptance?

  • Getting the Greatest Impact

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    What is the greatest impact?

    To determine what will have the greatest impact, we must first define what is to be measured for a UX project. Common measures to be defined are:

    User sentiment Performance or process improvements Overall outcome of UX efforts

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    Involving the users

    Quantitative and qualitative data points should be used to highlight areas with the greatest impact and possibly point to quick wins.

    Gather usage data with the SAP User Experience Management (SAP UEM) application by Knoa Analyze defect and enhancement requests Develop a user survey to mine sentiment

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    Using SAP UEM to direct application design

    SAP UEM has the capability to provide valuable analytics for application designers and architects.

    Use it to determine: The broadest group of users with the fewest unique

    transaction executions Screen flow of a transaction, to understand what the

    critical elements of a transaction are for a user The most-used transactions outside of the corporate

    network

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    Desirability

    Viability

    Feasibility

    Identifying the greatest impact for your UX

    When there is an intersection of desirability, feasibility, and viability, this points to the greatest impact.

    What do users do, and what do they want? What is technically possible? What fits in the budget and timeline?

  • Finding Quick Wins

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    Deciding on quick wins

    There are typically two approaches for guiding the selection of a quick win for improving user experience.

    Top-down approach to address decision makers and influencers Bottom-up approach to address the needs of a user

    group

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    Top-down quick wins

    Top-down quick wins will affect not only the users that benefit from an improved user experience, but also those who are involved in a work stream.

    Examples: SAP Fiori apps for request approvals SAP Fiori apps for purchase orders approvals Traditional SAP software transactions that are

    enhanced by SAP Screen Personas software

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    Bottom-up quick wins

    Bottom-up quick wins will affect nearly all users within a specified user group. The idea is to transition these users to be involved in a work stream.

    Examples: SAP Fiori apps for timesheets SAP Fiori apps for tracking sales orders Using SAP Screen Personas to create a plant

    maintenance notification

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    Paths for migrating to SAP S/4HANA

    SAP Business Suite on any database

    SAP Business Suite powered by SAP HANA

    SAP Fiori SAP S/4HANA

    SAP Business Suite powered by SAP HANA SAP Fiori SAP S/4HANA

    New SAP implementation SAP S/4HANA

  • Introducing the New UX to Users

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    The new UX

    When deciding to address the UX of a certain user group, you always have the option of choosing a prebuilt SAP Fiori app or customizing.

    The SAP Fiori app library has information about all available apps Note that only 160 out of 800+ work on landscapes without SAP HANA

    Custom solutions often have the ability to completely remove an entire user group out of the SAP GUI interface

    SAP S/4HANA is slowly adding support for all solutions Currently only SAP S/4HANA Finance

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    Renewing the UX

    Prebuilt SAP Fiori apps allow extensibility. This can be a starting point for customers to meet any missing requirements. Both SAPUI5 and SAP Gateway technology have built-in enhancement points No code is ever overwritten

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    Improving the UX

    Custom SAP Fiori and SAPUI5 apps require a full design and requirements-gathering workshop. Using design thinking and prototyping the user interface (UI) with users present will enhance acceptance Using tools like Splash and Build will help convey the UI and interactions before writing a single line of code SAP provides SAP Web IDE as a cloud solution for writing and extending SAPUI5 apps

  • Design Thinking: An Approach for Desirable Solutions

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    Design thinking process

    Empathize

    Define

    Ideate

    Prototype

    Test anddesign

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    Design thinking process

    Interviews, observations, and first-hand experience.

    Empathize

    Define

    Ideate

    Prototype

    Test anddesign

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    Design thinking process

    Understand peoples needs, wants, and challenges.

    Empathize

    Define

    Ideate

    Prototype

    Test anddesign

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    Design thinking process

    What is the greatest opportunity for impact?

    Empathize

    Define

    Ideate

    Prototype

    Test anddesign

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    Design thinking process

    Create a new approach to the task. Find solutions to challenges.

    Empathize

    Define

    Ideate

    Prototype

    Test anddesign

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    Design thinking process

    Make the idea tangible. Get it on more than paper.

    Empathize

    Define

    Ideate

    Prototype

    Test anddesign

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    Design thinking process

    No assumptions. Fail fast, learn fast, and reduce risks.

    Empathize

    Define

    Ideate

    Prototype

    Test anddesign

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    Prototyping

    Low fidelity High fidelity

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    Splash and Build

    SAP UI design tool used to support the design thinking methodology. Currently in beta Easily import drawings, and quickly

    prototype UIs Publish surveys to get immediate

    feedback

    https://standard.experiencesplash.com/home

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    Connect with more resources

    Andy [email protected]

    Jesse [email protected]

    www.SAP.com/uem-by-knoaRecent Blog: True Cost of Those Pesky User Error Messages

    Follow us:Twitter: @SAPEDUFacebook: @SAP Education LinkedIn: [email protected]

  • Questions?

  • More Information

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