user experience management: from feelings and perceptions to data driven decisions
DESCRIPTION
www.sap.com/uem-by-knoa Creating efficiency, building value, and lessening complexity are top of mind with any SAP project. With specialized tools like the SAP User Experience Management (SAP UEM) application by Knoa, business professionals can get a complete view of all users, applications, transactions, and locations, 24x7, to help achieve full adoption and engagement.TRANSCRIPT
December 2, 2014
User Experience Management:
From Feelings and Perceptions to
Data-Driven Decisions
2 © 2014 SAP SE or an SAP affiliate company. All rights reserved.
Agenda
How to lower TCO & drive ROI
Drive sustainability
Increase adoption
Build shared ownership
Drive continuous improvements
Remove the “Noise” from the
conversation with data
Jesse Bernal Senior Solution Architect &
Product Evangelist, Knoa
Software
Jesse Bernal has recently joined Knoa as
a Sr. Solution Engineer. Before joining
Knoa, Jesse worked at Johns Manville and
lead a multi-year implementation of a
single Service Delivery Organization for all
North American plants and business units.
As part of that effort, Jesse architected and
deployed the Knoa technology to drive
improvements to SAP Business Processes
in a manufacturing environment.
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 3
PLAN BUILD RUN
SUSTAIN OPTIMIZE INNOVATE
User Adoption = Key to Business Value
More Change to
Business Process
/Attrition
Change to
Business Process
Initial Decision
Expert
Functional
Additional
Functions
Sub-standard
Go
Live
Source:: Adapted from META Group
12 – 18 months 18– 24 months 2 – 8+ years
Us
er
Pe
rfo
rma
nc
e
End-user performance degrades
without continuous training
TRANSFORM OPTIMIZE INNOVATE SUSTAIN
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 4
Technology to Support User Adoption
SAP
Education
SAP UEM
5 © 2014 SAP SE or an SAP affiliate company. All rights reserved.
1 Lower TCO & Drive ROI
6 © 2014 SAP SE or an SAP affiliate company. All rights reserved.
KNOa = Knowledge
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 7
2 Drive sustainability
8 © 2014 SAP SE or an SAP affiliate company. All rights reserved.
knoA = Analytics
9 © 2014 SAP SE or an SAP affiliate company. All rights reserved.
3 Increase adoption
10 © 2014 SAP SE or an SAP affiliate company. All rights reserved.
knoA = Adoption
11 © 2014 SAP SE or an SAP affiliate company. All rights reserved.
4 Build shared ownership
12 © 2014 SAP SE or an SAP affiliate company. All rights reserved.
knOa = Ownership
13 © 2014 SAP SE or an SAP affiliate company. All rights reserved.
5 Drive continuous
improvement
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Can You Silence the “Noise” at Your Company?
Simplify My
Screens
Streamline
my business
processes
Make SAP
faster
Reduce Training
requirements for
my users
Help me run my
business better
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 15
How Does it Work?
Desktop Agent to understand the true
user experience
Database and Application Server
Business Objects Dashboards and reports to help drive decisions
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Find the Answers
What?
SQ01
179 Errors
Who?
Leticia
needs
some help
Where?
US-EMP
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Dive Deep Into Actual Data
User Workflow: Pavithra Kirshnaraju
When?
3:38:40 PM
How?
Tried to add
G/L account
item
Why?
Posting can
not occur
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 18
Refine Your Business Processes
Who?
FB01 has
233 Errors Emily &
Heidi
Where? Clear G/L
Why?
Who?
543 Current
Errors
How?
Workflow
shows the
detail
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 19
High Value Use Cases
CHANGE
MANAGEMENT
Increase user
satisfaction
Simplify workflows
Usability initiatives
Migration to UI5 or
Open UI
BUSINESS PROCESS
Increase efficiencies
Measure application
adoption
Identify bottlenecks &
improve workflow
HELP DESK
Deliver pro-active
support
Eliminate issues
Reduce ticket count
Minimize disruption
during upgrades
TRAINING &
EDUCATION
Test training
effectiveness
Assess user training
needs
Develop targeted
sustainment training
Product Demo SAP User Experience Management by Knoa
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 21
Next Steps
• Ask us for help to build your user experience roadmap
• Pilot the solution first to ensure the tools will help
• Identify key improvement areas to drive your ROI
• Develop your TCO calculation to include user performance and adoption
cost
• Understand the cost of doing nothing
Questions
Resources Learn more about SAP User Experience Management by Knoa and the
entire SAP Education portfolio
http://www.sap.com/uem-by-knoa
Video: Measure the performance of all users, all the time
See the entire portfolio of offerings
Contact SAP Education 1-888-777-1727
Follow SAP Education
© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Thank you
Jesse Bernal Senior Solution Engineer &
Product Evangelist
Knoa Software
5 Union Square West
New York, NY 10003
M 419.309.4072