Measuring and Optimizing User Performance: SAP User...

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Measuring and Optimizing User Performance: SAP User

Experience Management by Knoa

SAP Education

Zoltán Korompay, SAP Training Manager Hungary

September 11, 2018

2PUBLIC© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ

▪Why SAP UEM by Knoa

▪Measuring and Optimizing User

Performance

▪Summary and Value

▪Links

Agenda


The SAP Education Digital Learning ApproachA continuous cycle of adoption, innovation, and learning

3. Train end users to perform

at the highest levels.

2. Mobilize your business

for change.

1. Prepare your functional teams,

super users, and other key users.

4. Measure and optimize

performance.

Learning | Adoption

Optimization | Sustainment

Innovation

5. Sustain, adapt, innovate.


3 C’s of Changing Enablement Realities in the Cloud

1

2

3

Changing Roles

Continuous Learning

Choice & Flexibility

Customer


Code

• Annual innovation cycles

• Several years to get 80% adoption by customers

• Quarterly innovation cycle

• Immediate adoption by all customers

• Integrated knowledge production process

Training content

Old World New Cloud World

Customer Adoption

Code Code Code

Customer Adoption

Training content

Year 2 Year 3Year 1 Q2 Q3Q1

1 – Continuous Learning: Innovation drives the Cycle

Customer


2 – Changing Roles: End-users drive adoption

Usersare changing

the rules

Cloudis changing

the game

Customer

SAP UEM by Knoa allows

you to know what your

users need and want

Cloud rewrites the role of IT,

LOB and of the end-user


3 – Choice & Flexibility: The Blended Learning Approach

Digital&

Social

Learning

In-Product In context and

for me

personalized

Classroom

Content reuse and

aligned design

Extended knowledge

and learning offerings

Customer

SAP UEM by Knoa

Know what Works


SAP UEM by Knoa helps to drive user adoption and increase satisfaction

Understand your users Evaluate user system

behaviors in SAP

Data driven decisions

SAP UEM provides:


“The success or failure of a major software application deployment or upgrade has a direct correlation with the thoroughness of the training provided.”

Gartner

Measuring and Optimizing User

Performance


Real-time analytics

The SAP User Experience Management application by Knoa

provides real-time analytics on how users execute business

transactions.


Simple S/4HANA Finance

implementations

Typical S/4HANA (full suite)

implementations

Complex S/4HANA (full

suite) implementations at

the largest customers

As short as As long as Average

3 months 11 months 7 months



Customers = 1145

Months to implement S/4HANA

1110 123 >20

Vast majority of S/4HANA customers

went live in 10-12 months

Duration of projects is largely determined by customer complexity (degree of

change) and implementing partner preferences / tools / methodologies

How long does S/4HANA migration take?


REIMAGINE BUSINESS

PROCESSES

REIMAGINE BUSINESS

MODEL

START WITH MIGRATING

LOBS TO BEST-IN-CLASS

CLOUD SOLUTIONS

1

2

3

How do I drive next-generation

processes across the value chain

to truly address customer

experience & lower TCO?

Key scenarios Key executive question Key executive focus

How do I completely re-

engineer my business?

How do I drive value short-

term?

▪ End-to-end process optimization (such as supply

chain, procurement), landscape simplification, and

reduction in customization.

▪ TCO reduction of 20% - 30%

▪ Focus on business model innovation or M&A

processes which need improvement, define the

boundaries of the change

▪ Leverage business capabilities from one industry for

a new business model in another industry (e.g.

bringing retail to telco)

▪ Innovate on the edge, 1 LoB at a time – HR,

Procurement, Supply Chain, Manufacturing while

planning and executing the move to S/4HANA

▪ Focus on driving value short-term with ECC + LoB

cloud portfolio

How should companies approach the journey?

Key transformation scenarios


Why?

543

current

errors

Who?

FBI

23 errors

Who?Emily and

Heidi

How?

Workflow

shows the

details.

What? Clear the

general

ledger

account.

REIMAGINE BUSINESS PROCESSES


▪ Identify transactions in SAP software that are

accessed most frequently from outside the

corporate network

▪ Identify simple workflows that lend themselves

to a mobile experience, such as those

involving three or fewer screens

▪ Identify target users

▪ Define the target transactions to be mobilized

that benefit the highest number of users

▪ Compare desktop and mobile access of newly

deployed SAP Fiori apps

REIMAGINE BUSINESS MODELWhich workflows should we target for mobile access?


START WITH MIGRATING LOBS TO BEST-IN-CLASS CLOUD SOLUTIONSMonitor business process KPIs

▪ Rank a business process by several

UX KPIs:

User adoption

System performance

User efficiency

▪ Detect degradation in process perfor-

mance based on dynamic baselining

▪ Gain visibility of all business processes,

using standard and custom transactions

▪ Measure the impact of improvement

initiatives, new application rollouts, user

training, process redesign, and so on


SAP UEM by Knoa provides real-time analytics regarding how

users interact with SAP software. Metrics include:

▪ User adoption

▪ User efficiency

▪ Application performance

▪ Business workflow execution

SAP UEM by Knoa provides user analytics for all SAP applications –

old (SAP R/3 software) and new (SAP S/4HANA):

▪ SAP GUI interface and GUI for HTML

▪ SAP Enterprise Portal component and the SAP Customer Relationship

Management application

▪ SAP Business Client software

▪ SAP Fiori apps and SAPUI5

▪ SAP Screen Personas software

▪ SAP SuccessFactors solutions

Monitoring the user experience in SAP applications


Why?

Posting

cannot occur

When?

3:38:20 PM

How?

Tried to find

general

ledger

account

Dive into deep data


▪ Accurately assess individual

user-training needs

▪ Develop targeted and focused training

programs

▪ Prioritize development of training

content

▪ Measure the effectiveness of

training methods

Training use caseEnhance training and education


Why?

Active time

is highest

on Friday.

What?

ME21N

77h

When?

What

changed?

Understand your user experience


▪ Rank transactions in SAP software by UX metrics

(KPIs)

▪ Identify transactions with the:

Highest error rates

Longest response times

Highest degree of complexity

Highest level of user activity

▪ Identify the user impact

▪ Select transactions that should be targeted for

migration to SAP Screen Personas, SAP Fiori,

or SAPUI5

▪ After migration, compare KPIs against

premigration benchmarks to validate

improvements

ECC on HANAWhich transactions in SAP software do we need to improve?


▪ Analyze standard and custom transaction-usage

patterns:

Number of users

Active time spent in transaction

▪ Analyze the activity profiles for individual users

and user groups:

Number of utilized transactions

Active time spent on selected transactions

▪ Identify the set of transactions with the lowest

rate of adoption (those that should not be

migrated)

Custom UI5 Development Which custom transactions should not be migrated?


▪ Measure user adoption of the newly deployed

SAP Fiori apps and SAPUI5

▪ Identify hot spots of performance, UX

challenges, and adoption gaps

▪ Validate or correct the UX design through

rapid feedback loops during development,

user accep-tance testing, and pilot phases

Understand your Mobile user and AdoptionHow are the new SAP Fiori apps and SAPUI5 being adopted?


▪ Identify hot spots of performance for individual

applications and screens:

Long response times

High error rates

Specific bottlenecks in the workflow

Use of legacy applications and transactions

▪ Identify power users, individual users with

lagging adoption, and any specific challenges

faced by individual users

Is Technology fixing the issue?What is inhibiting adoption of the new SAP Fiori apps and SAPUI5?

Summary and Value

26CUSTOMER© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ

SAP Enable Now In the SAP Education product portfolio

+ Education Services

SAP Training, Education Consulting

Services, Solution Implementation &

Training, Customized Courses & Career

Enrichment Programs for Graduates.

+Premade Content

SAP Learning Hub

Standard content in SAP

S/4HANA and SuccessFactors

=Measure SUCCESS

SAP UEM by Knoa

+Content Authoring &

Performance Support

SAP Enable Now

Learning Management

SAP Enterprise Learning,

SAP SuccessFactors Learning

& SAP Jam for social learning


SAP UEM by KnoaKey trends, and value proposition

27

Increase productivity

Provide knowledge

Manage change

Digital transformation is

changing businesses

across all industries.

Skills are one of the most

important building blocks for

using the possibilities of the

digital transformation while

a lack of knowledge is one

of the greatest barriers.

Use data to sustain process

Measure change impact

Increase change adoption

Understand your user

Improved business processes

Reduce errors and interruption

Use Data to drive decisions

Measure what is working

Elmination of re-training


Contact information:

[email protected]

Thank you.

Questions?


Links

• Website

• Overview Video

• Solution Brief

Links:

https://enable-now.sap.com/ic/auth/int/index.html?show=group!GR_CF44F241F6233280#&show=group!GR_CF44F241F6233280

https://www.sap.com/assetdetail/2017/04/b6c5204f-b57c-0010-82c7-eda71af511fa.html

https://www.sap.com/products/knoa-user-experience.html

https://www.sap.com/assetdetail/2017/04/b6c5204f-b57c-0010-82c7-eda71af511fa.html

https://www.sap.com/documents/2016/11/0ed95e87-977c-0010-82c7-eda71af511fa.html

https://www.sap.com/documents/2017/06/b0439ad0-bf7c-0010-82c7-eda71af511fa.html

https://www.sap.com/documents/2015/06/4eaa4216-2d7c-0010-82c7-eda71af511fa.html

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