SAP Enterprise Support Info Day, Lausanne (Switzerland ... · PDF fileSAP Enterprise Support...

User Experience in the Context of SupportSAP Enterprise Support Info Day, Lausanne (Switzerland)September 3, 2014

Alexander Daum, Support Architect – User Experience, SAP Active Global Support

© 2014 SAP SE. All rights reserved. 2Public

Disclaimer

This presentation outlines our general product direction and should not be relied on in making a purchasedecision. This presentation is not subject to your license agreement or any other agreement with SAP. SAPhas no obligation to pursue any course of business outlined in this presentation or to develop or release anyfunctionality mentioned in this presentation. This presentation and SAP's strategy and possible futuredevelopments 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 limitedto, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement. SAPassumes no responsibility for errors or omissions in this document, except if such damages were caused bySAP intentionally or grossly negligent.


Agenda

Why is User Experience important – for customers andSAP Active Global Support (AGS)?AGS User Experience Support Portfolio

Parenthesis: SAP User Experience Management by KNOA

Examples from Customer Engagements

© 2014 SAP SE. All rights reserved. 4

Consumer user experience is the newstandard for enterprise applications …

The World is Changing


Gain productivity

Increase user adoption

Decrease user errors

Save training costs

Why Is User Experience Important For Customers?


Removing the Roadblocks to good User ExperienceRoadblocks

Lack of understanding of end usersExclusive focus on process-centric,functional requirementsLack of clarity about SAP UX strategy

Customer DemandsIntuitive user interfaces with zero trainingAttractive UI with high user acceptanceHigh workforce productivityMobile solutions

Highexpectations

about usability/UX

Pressure frombusiness units to

improve usability/UX

AGS UX Services

Involve “real” users

Bring LoB and IT closed together

Apply a user-centric, “Design Thinking” mindset

AGS User Experience Support Portfolio


DESIGN SERVICES

want to understandthe SAP UXstrategy andtranslate it into yourbusiness reality?

ADVISE

DESIGN THINKINGpowered by

INNOVATE want to be a leader and create a newhigh value and competitive advantage?

EMPOWER want to enable your organization toachieve the best user experience?

REALIZEwant to implement, adapt SAP UX solutionsor optimize the user experience of yourexisting SAP software?

DE

SIG

NS

ER

VIC

ES

SAP’s UX Design Services OfferingOverview

User Experience-driven ProductivityOptimization (UXPO)

provided by SAP Active Global Support


User Experience-driven Productivity Optimization (UXPO)Project Phases, Targets and Outcome

Realize & MeasureM1 M2Analyze & Define2Discover & Scope1 3

Discovery Report Solution Proposal

Know which issues to solveand why it is important to

solve these issuesKnow how to solve the issues

Actually solve the issuesand prove the success

of the solution.

User Experience-driven Productivity Optimization (UXPO)


User Experience-driven Productivity OptimizationDelivery Approach

Involve end users during the whole engagement

Iterative approach leveraging user centered design principles and methods

Diverse team of UX experts and business and technology domain experts

Unbiased solution proposal along the “adopt, adapt, develop” approach

Powered by Design Thinking


User Experience-driven Productivity Optimization (UXPO)How We Work


Optimize Standard or Deliver Fit-To-Purpose Design

Sketch Concept

Wireframe InformationArchitecture

Mockup VisualDesign

Prototype Behavior

End with actionabledesign direction

Startwith Ideas

High-fidelity UI mockup

Low-fidelity wireframe

Solution

Requirements


AGS User Experience – Support PortfolioFocus on Premium Engagements

Stayup-to-date

UnderstandUser Needs

RealizeDesign

ImproveUser Experience

GetExpert Advice

UX StrategyEmpowerment Expert Review Discovery Call

DiscoveryWorkshop

User ContextAnalysis

UI Optimization

UI Proof ofConcept

RealizationSupport

User Experience-driven Productivity Optimization (UXPO)Getting started

Usability Test

Realize & MeasureAnalyze & DefineDiscover & Scope

UX Maturity LevelAssessment


AGS User Experience – Support Portfolio (cont.)Focus on Premium Engagements

More offerings in preparation/pilot for

SAP Fiori

SAP Screen Personas

Innovation Management

Customer Center of Expertise for User Experience


AGS User Experience – Support Portfolio (cont.)Focus Topics for Enterprise Support

Value Map forUser Experience

• Guide customersstep by stepthrough the UserExperience topic(draft available)

End UserFeedback

• ESAC 2014 – UXworkstream:

• User FeedbackChip (NWBC/sidepanel) (available)

• Custom UserFeedback Tool(planned)

SAP ScreenPersonas

• Meet the Expert(planned)

• Best Practice(planned)

SAP Fiori

• Meet the Expert(planned)

• Expert GuidedImplementation(available)

Parenthesis:SAP User Experience Management by KNOA


Make User Experience Measurable…

…with SAP User Experience Management by Knoa (SAP UEM)

User experience is driving user adoption

User adoption is THE key success factor for every project

Measuring user experience and user adoption have therefore become ahigh management attention

Shorter project and implementation cycles require new ways to monitor theeffectiveness of training measures and subsequently the userperformance

Knoa Softwaredelivers enterpriseand cloud solutions

that generate uniqueinsights for the

optimization of theend-user experience

for SAP and otherplatforms


98 % of errors happen multiple times before they are reported

90 % of IT help desk call time is about finding missing information

75 % of system and application errors are never reported

Business Challenge


Powerful Analytics Turn Metrics Into Actionable Insights

AggregateMonitor Take Action

• Drive adoption• Drive efficient use• Resolve IT issues• Eliminate user errors• Reduce support calls• Reduce mean time

to resolution

Track business processand user activity withno impact on user

Powerful analytics toget insight into realuser experience

Optimize performanceand realize value

1 2 3


Major Benefits

Reduce mean time to diagnose and resolveproblems

Provide pro-active support

Precisely allocate training budget

Optimize training delivery and measure trainingeffectiveness over time

Monitor Application Adoption

Make User Experience more enjoyable


SAP User Experience Management by Knoa at Givaudan

Why we have decided to implement SAP UEMOur main objectives are to reduce the hidden cost of applicationownership: transaction response time, errors not reported to IT, time spent toexplain the issue, lack of training…Short term benefitsWe can answer questions about new transaction usage, demonstrate responsetime improvements, and identify locations with slower response time.Long term benefitsKey added value for the IT support organization by detecting training needs,make meaningful reporting to the business management and reduce supportcosts.First commentsA cultural change is happening within the IT support organization. Quick winshelp to demonstrate value. There is enthusiasm from other IT teams andusers

Laurent Guerre, Head of IT Applications Services, Givaudan International SA .


Value Drivers• Knoa EPM propelled user satisfaction from 10% to

27% in under six months

• Substantial reduction in training cost (only 22% oftrained employees actually used the software)

IT Service Desk and Education – Success Story

Primary Stakeholders• Center of Excellence• Director, Help-desk• VP Compliance• LOB owners

Industry: Building and InsulationRevenue: $2.5 billionEmployees: 6,600Monitored End-users: 2,000

Goals

• SAP utilization, adoption, and problems not clear

• Reduce current workload of 3,000 help deskrequests per month, 100–150 emails per day and800–1,000 support request phone calls monthly

What They Are Saying• “The (Knoa) solution has proven to provide significant

bottom line benefits…SAP operations have becomemuch more responsive as metrics around month-endprocessing are reviewed and process/trainingimprovements made based on the findings.”


Value Drivers• Decrease the number of COE tickets• Decrease the COE ticket resolution time• Enable a sustainable key-user community driving

down support costs• Develop proactive training program based on real

end-user needs

Center of Excellence – Success Story

Primary Stakeholders• Center of Excellence• Chief Information Officer (CIO)

Compelling Event• SAP certified COE to address sustainability challenges

due to rapid global expansion

Industry: Steel and MiningRevenue: $15,800,000,000Employees: 70,000Monitored End-users: 7,000

Challenge• Increased strain on the support team• Increased user, application support and training

costs• Challenges with application adoption

Lausanne Alain [email protected]

Regensdorf Patrick Buerkle / Thomas [email protected]@sap.com

Want to know more?

Examples from Customer Engagements


“It ‘s easy, it’s fast, it’s nice … “

Benefits

Hiding of transaction complexity

Easy and intuitive handling for casual end-users (Kindergarten Manager)

Reduced costs caused by end-userworkarounds

Effort

Discover & Design: 20 DaysRealize: 60 Days

Solution Options

Kindergarten CockpitHTML5 / UI5 Application

Topic: SRMTechnology: Web Dynpro ABAP › SAP UI5

Before› High complexity of financial

transactions for casual use cases

› End-users avoided to follow thestandardized process

After› Simplified process of

ordering and invoiceapproval

› Easier handling of follow-up processes

› Efficiency improvement

› Mobile usage

Full story on YouTube:

http://www.youtube.com/watch?v=iSwUjVTZotc


Effort


Topic: HCM E-RecruitingTechnology: Business Server Pages (BSP) ›

Web Dynpro ABAP

“We completed customization of theSAP E-Recruiting user interfaces in just two weeks.”

Benefits

Increased operational efficiency of HR staff

Increased reputation and positive corporateimage

Reduced cycle time of recruitment

Solution Option

Adapt standard UI basedon ABAP WebDynpro

Before› Complex screens

› Cumbersome applicationprocess for applicants

› Many usability flaws

› Outdated technology

After› 20% Reduction in

recruitment cycle time

› Application processreduced from 8 to 5steps


Before› Complex screens and

navigation experience

› No default values

› No consistency check

Topic: HCM ESS - Time Recording

Technology: SAP GUI › Web Dynpro ABAP“I don´t want to spend so much time with timerecording …”

Effort


Solution Options

New Time Recording UI

Consistency checks and defaulting forcentral data entry

Excel upload for power users

After› Simple UI with less

controls

› Added calendar view tomonitor missing orapproved days

Benefits

Increased efficiency for time recording

Reduced effort for back office support

Better data quality

Higher acceptance


Topic: HCM MSS - Time Approval

Technology: SAP GUI › Web Dynpro ABAP

After› Easy review of missing hours in

Approval Inbox

› Detailed view per employeesorted by project and approvalstatus

› Personalized list of manager´sprojects

› Team Calendar

“Make approval easier!”

Effort


Solution Options

Adopt and adapt latest MSS views

Extentions to meet customer requirements

Before› Complex screens

› Missing reason of open hours

› Difficult tracking of projects

› Exceeding hours not visible

Benefits

Increased efficiency for managers to controland retrieve project time and budget figures

Increased efficiency for back office assistance

Higher acceptance of the solution


What Our Customers Say

“[…] We expect this improvement will result in a 50% higher adoption rate and usage of the formby our managers and HR administrators.“

Charlotte Woo, Manager, Enterprise Application Solution, Varian Medical Systems, Inc.Read the full customer quote (Quote ID 1028816 / 2012) using this link:

http://service.sap.com/sap/bc/bsp/spn/cust_quote/search_results.htm

“[…] We have now demonstrated that by engaged listening with our users, we were able to shrink recruiting times and costwhile improving our corporate image to our applicants.”

Saji Oommen, Group Director Information Technology, Albatha Trading & Industry CompanyRead the full success story:

http://download.sap.com/SMIGlobal/download.epd?context=75A25856D39F352786336397E6CC93285D1B60E4DD34259042C669D971C388ADEE08CF0511F8934F57CF09DEF6D395D2CAC22FE5D9149AC87CB31C5C0A5C3E74B060DA0AFC5BB93A

“There are fewer entry fields and screens. The application process we are replacing required eight steps to complete; nowapplicants can do it in five.”

Saji Oommen, Group Director Information Technology, Albatha Trading & Industry CompanyRead the full success story:

http://download.sap.com/SMIGlobal/download.epd?context=75A25856D39F352786336397E6CC93285D1B60E4DD34259042C669D971C388ADEE08CF0511F8934F57CF09DEF6D395D2CAC22FE5D9149AC87CB31C5C0A5C3E74B060DA0AFC5BB93A

“The user-driven approach we used with SAP AGS helped ensure that we had the best experts to address our specific businessuser issues. That’s how we were able to deliver same-day improvements that our business users notice.”

Dileep Somani, Chief Information Officer, OTE GroupRead the full success story:

http://download.sap.com/SMIGlobal/download.epd?context=9C63A4AD87CFE2A7A5AA980924AEA7625DADFD94BB2F0338D95844D588F375D5CCBADBFD9DD7A5ECAFE9E05127DA670365AB6DF1712E78D66149F1D6B3A8C25B0B31672E8AB3187C


Summary – Key Points To Take Home

1. Start / continue your user experience journey together with SAP AGS.

2. Leverage the user experience support offerings from AGS.

3. Establish / strengthen a close collaboration between IT and LoBs.

4. Engage with your end users.

5. Start small.

6. Gain experience with and trust in the user-centered approach as you proceed.


More Information

SAP User Experience Community

http://experience.sap.com/

User Experience on SAP Service Marketplace

http://service.sap.com/ux

http://service.sap.com/uxpo

User Experience Management by KnoaSAP Education, July 2014

PublicCourse # Course Name Days CHF

WDE300 Developing UIs using HTML5 Fundamentals 3 2’850

WDE360 Developing UIs using HTML5 AND SAPUI5 5 4’750

SAPX03 SAP Fiori Implementation and Configuration 3 2’850

SAPX04 HTML5 Foundations for SAP SAPUI5 Dev. 3 2’850

SAPX05 SAP SAPUI5 User Experience Development 3 2’850

SAPUX SAP Screen Personas 2.0 Development 2 1’580

New Approach to Innovation…

THINK1 Design Thinking for Business Innovation 2 1’900

SAP Education - Keep Pace with Innovation

Developing UIs using HTML5 and SAPUI5

Search and book courses: www.sap.ch/education

Do you have any

Questions

Thank you

For your attention


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