Creating Business Value with User Experience

Overview of UX

Consumer UX new standard for SAP aspirations. Shift from features to functionality. Business, technology & users. Holistic model: People, technology & business. Future-proofing solutions to inform business decisions.

Designing UX during the implementation phase reduces the amount of change request following project completion & reduces the intervention effort required for end user rollout & training. UX value derived from solution adoption, productivity & ensuring that the technology adopted is aligned with both the business requirements and the users executional experience. Provides a means of re-aligning business processes adopted within a self-intuitive user interface that reflects user-business requirements.

UX Value calculation

Gain productivity. Saving training costs. Decrease error incidence rate. Decrease change request execution rate.

Monetary UX solution value can be calculated based upon: Productivity savings

o Task time o Task repetition o Employee salary Training cost savings o Training hours per year o Training cost per hour Data quality o IT Support tickets o Cost per support ticket o Data errors corrected o Cost per error correction o Business impact factor Solution accuracy Number of change requests Average change request cost

Use a typical business scenario executed for quantitative based investigation. Also can help establish a business case for UX investment.

SAP user experience strategy

User experience has role-based value and cannot be generalised. SAP committed to improve end user experience. Innovation in an existing application environment.

New Applications pending development are subject to SAP new standard of usability in Fiori UX. Renew Applications that are heavily used in the business suite environment have SAP Fiori apps developed that are modifiable to re-define the standard in SAP usability. Enable bespoke customization of existing SAP applications that are specific to the business/industry. Customization through SAP Screen Personas enables clients to develop to their needs. Objective - SAP Fiori User Experience paradigm across the business suite Requirements Design guidelines, development tools, strategic services.

Technologies Both part of the existing licence package

SAP Web Integrated Development Environment SAP UI5.

SAP Screen Personas - 80% of SAP users still access SAP via web GUI. Current Situation faced by Clients

Complexities of SAP solutions are often reflected in its interface design. SAP tool features are often sufficient to solutionise business problems. IT organisations rigid approach to SAP projects doesnt meet the end users needs. System functionality doesnt reflect working methods or business executional processes for daily operation.

SAP Fiori & Screen Personas as complimentary, reflective technologies There will undoubtedly be favored use cases for both technologies across an enterprise. From a design perspective, a consistent UX experience across all enterprise applications provides users with a consistent context to interact with SAP. A more holistic approach, conforming to consistent guidelines for both technologies would be favorable in leveraging UX on a wider scale.

SAP UX Design Services Advise (scope, Research, analyse & evaluate) 1. Understanding of UX & business value discovery. 2. Roadmap establishment. 3. Technology enablement & introduction. Realise (Optimise, idealise, prototype & validate) 1. Optimise existing SAP solution (mapping). 2. Technological capability discovery. 3. User discovery 4. Validation with users 5. Proof of concept. Empowerment (Build, implement, test & deploy) 1. Design, Refine & develop end-user centric UX solutions. 2. Train end users on UX technology & tooling.

Customer Engagement Examples

Contextual enquiry of organisation & users needs is important. Visual simulation is powerful in UI understanding. Digital prototypes provide refined business-user feedback. Best practice recommendations should be provided as guidance. Provide an Intuitive view of business critical data points. Develop a common understanding from all perspectives. Fail early with prototypes & mock-ups

Bringing innovative solutions to SAP Forrester IT Survey (2013)

72% of IT budgets spent on operational costs. 28% allocated to business innovation. Simplification initiative Reduce the complexity of existing IT infrastructure by sun-setting redundant infrastructure layers. Elevate user experience. Reduce consumption (cloud optimisation).

Creating a culture of innovation requires iterative diversion and a re-converging process. Empower users pro-actively in the solution outcome by supporting agile methods, innovation & creativity during design & development phases. People, Processes & Space.

SAP UX Strategy 1. Understand from all perspectives to developed an overall UX strategy: a. Company strategy b. IT strategy c. SAP UX strategy (technologies available) 2. Validate overall strategy with a proof of concept. 3. Discover & plan UX project implementation: a. System data analysis b. User data analysis c. Support data analysis d. Calculate UX value added 4. Design, Refine & Deliver. a. Pilot study. b. RDS Solution. c. Review solution outcome. Outcome Goals

Design becomes a competitive advantage. Processes are reflected in design methods. Prototyping & mock-ups solutionise the outcome (vision building). Integrate processes, ways of working uniformly across the organisation.

Recommendations from SAP 1. Engage with end users in their working environment on their operations. 2. Involve key stakeholders from the outset. 3. Calculate UX value. 4. Remain agile, aspire to the bigger picture and fail early. 5. Learn by doing with your end users. 6. Consult usage analytics as a strategic starting point. 7. Proof of Concept to show UX value. 8. Understand requirements fully to avoid change requests. 9. Use visual UI mock-ups rather than specifications. 10. Understand the capabilities of UX technology wont solve all problems.