Download - Delivering a Strategic and Delightful User Experience

Developing a Strategic and Delightful

SAP User Experience William Newman, CMC, BTPM

June 25, 2015 Public

Presentation to the

ASUG Michigan Chapter

© 2015 SAP SE or an SAP affiliate company. All rights reserved. 2 Public

Agenda

Introduction

• The Promise: Common Drivers of UX Programs

• An Approach: How to Get Started with your UX Efforts

• Some Early Results: Encouraging News from the Field

• Wrap-up: 5 Pitfalls to Avoid & 7 Key Take-away Points

Discussion


Introduction

William (“Bill”) Newman, CMC, BTPM

• Sr. Principal, SAP Business Transformation Services

• Over 30 years in industry, professional services

• Certified Management Consultant (since 1995)

• Business Transformation Program Manager (since 2014)

• Adjunct faculty appointments: Northwood University (International

Management), University of Oregon (Sustainability Leadership), University of

Michigan – Dearborn (Marketing Policy / MBA)

• Management Consulting Taskforce (Michigan Assn. of CPAs)

• Former National Board Member (Institute of Management Consulting)

• Professional Speaker (TEDx, Michigan Assn. of CPAs, Voice of America, The

Customer Edge, American SAP User Group, PMI, SAP Insider, others)

• Numerous articles on program oversight, stakeholder engagement, strategy,

value management, sustainable supply chain, social media

• Twitter (@william_newman) Google+ (+William Newman)

• LinkedIn (LinkedInfluencer) www.linkedin.com/in/wnewman

Hello.

http://www.linkedin.com/in/wnewman

The Promise Common Drivers of UX Programs


73% percent of executives said the complexity of

data is the largest IT challenge

(Forrester, 2013 report)

The cost of complexity

Complex technology

10.2% or US$237 billion of profits are lost by top 200 global companies due to hidden costs of complexity

Global Simplicity Index, 2013

Large organizations can spend between 40%

and 80% of their time on non-value-added

activities

(BCG, Complexity Report)

Complex business processes

“Large global organizations have

created so much complexity that

businesses often struggle to bring good ideas

to the marketplace profitably.”

(McKinsey, 2014)

Complex user experiences


User experience complexity in the automotive industry

Scattered information Low user acceptance High data latency Multiple UI

technologies

Information that needs to be

collected from different

systems or transactions

Inconsistent and outdated due

to batch processing and

duplication

Complex user interfaces that

vary by system and device

No personalization

Low-performing simulations

and unintuitive user interfaces

High error rates

Long analysis and

reporting cycle time

Lower employee

productivity Delayed decision making

Lower employee

productivity


Key Trends UX Driving Change

This drives SAP customers to expect simple, easy to use UX for all environments.

This is in concert with SAP’s “RUN SIMPLE” strategy.

1 3

Gain productivity

Increase user adoption

Decrease user errors

Save training costs

Gre

at

Us

er

Ex

pe

rie

nc

e

2


Why UX Is Important To SAP Customers?

Enable better informed decisions based on accurate

data

Leverage existing investment & lower

TCO/TCU

Increase employee engagement

Improve operational efficiency & process

compliance

Simple access to SAP systems

Relevant data at users’ fingertips

Coherent and cohesive user interaction


SAP UX Strategy (Revisited)

Top use

scenarios

Core use scenarios Specific customer value

use scenarios

Existing Applications

RENEW ENABLE

SAP Fiori

Renovation Enablement Tools (e.g. SAP Screen Personas)

NEW

New Applications

Usa

ge

/R

ea

ch


UX + SAP S/4 HANA simplifies user experience for manufacturing

Contextual information High user acceptance Zero data latency Role-based, harmonized

UI technologies

SAP Smart Business cockpits

with key information on one

screen and easy-to-use

navigation for decision

support

Real real-time: decisions

made on massive amounts of

live data at the most granular

level

New applications based on

SAP S/4HANA designed with

SAP Fiori UX to provide a

role-based, mobile-first,

consistent experience across

lines of business

SAP Fiori user experience

(UX) supporting modern

design principles for insight to

action, decision support, and

simulation

20% Higher revenue per employee

SAP Benchmarking DB

147% Higher annual revenue growth

and

30% Improvement in

employee and partner

responsiveness and decision

making

The Greatship Group

SAP Reference DB

40% Improved user productivity

SAP Reference DB

11% Higher operating income on

average

SAP Benchmarking DB

https://dam.sap.com/mac/download/asset/master.htm?code=d52d794daa9fba55daf58e8c55de6dfc691107c6


Finding the Right Balance

How do I get started, where do I begin, who needs to be involved?

An Approach Getting Started with your UX Program


Getting Started with SAP UX

SAP UX methods, tools and techniques represent a new

approach for both SAP and also its customers.

As such it is critical that a core team (typically inside IT) be

responsible for communicating to the organization:

• SAP UX capabilities, direction & roadmap

• Approach, best practices, advisory resources available

• How and when to identify value for UX efforts

Without this, SAP UX programs fail to deliver on the

promise of viable, feasible and desirable SAP solutions

with tangible business benefit.


Step 1: Understand SAP UX Roadmap, Internalize Philosophy

a Understand SAP UX Roadmap (presentation) b Internalize SAP UX Philosophy (openSAP course)

SAP UX Strategy in a Nutshell by Sam Yen

https://open.sap.com/courses/uxn1/




Step 2: Understand Your Company Strategy

Remember, a UX program is not a purely technical program.

While there are technical aspects, the UX program should be

business driven with key questions which must be answered.

These include:

• What is the business value, direction for UX?

• How will we enable? (HTML5, Mobile App, both?)

• What user groups are impacted? What volumes?

• What is the overall adoption strategy for SAP?

• What other specific BU pain points are addressed?

A common method to organize is the 4-panel strategy. From this

a broader business canvas can be expressed, which supports

many initiatives including the UX program.


Step 3: Create a Business Inventory of Candidate Targets

Based on customer issue logs, usage behaviors

and breadth of application use, select a short

list of candidate targets to consider.

Keep in mind to focus on active user* groups,

large scale pain points effecting many user

communities / BUs, as well as applications that

have been implemented that have not achieved

high adoption levels.

Tools to use to develop business inventory of

candidate targets include:

• Customer call logs, issue logs

• KNOA

• Solution Manager (active user counts)

Issue

Description Priority

(if known) Contact

Candidate

?

Contract

create/change/display

Contracts creations, updates and display. Too

many screens - so much stuff we don't use here

causes "noise" and can be streamlined. Hits

multiple Bus.

1 - High

Pricing and Condition

records

Too many screens - so much stuff we don't use

here causes "noise" and can be streamlined.

Hits multiple Bus.

1 - High

sales orders

Customer service folks - speed of entering sales

orders, contracts, -way too many steps to enter

the order.

1 - High x

Issuing Finished

Goods through

multiple systems

Issue: Issuing finished goods through multiple

systems is very painful and causes a ton of

rework. There are multiple systems to input

information and I have to know the right system

for each scenario and all of the right execution

steps in order to get shipments out the door…

1 - High

May not have

enough SAP

GUI content

STOs

Issue: STO = Stock Transport Order (process

for moving product between 2 plants). There are

so many execution steps to perform STOs - it’s

very frustrating – it’s hard to keep track and

make sure they are accurate. It feels like it’s a

bunch of redundant steps

1 - High x

* SAP defines “active users” as users with 400+ transactions/month, a key metric

in service demand planning. Early watch reports can determine active user levels.


Step 4: Validate Inventory with Available Fiori Apps

Current Fiori App Catalogue (subject to change at any time)

http://help.sap.com/fiori_bs2013/helpdata/en/ed/e1e153ddf60466e10000000a423f68/frameset.htm

Hundreds of available apps pre-written,

tested and validated by SAP and its

partners. Some highly used processes

and transactions include:

• Sales order creation, management

• Quote creation, management

• Access control management

• Invoice creation, approval

• Time & Expense creation, approval

• Leave request, approval

Best practice is to try to leverage Fiori

apps first, thereby also moving back to

more standard SAP processes without

“recreating the wheel.”





Step 5: Determine Additional SAP UX Targets

SAP FIORI (Wave 1)

Scenario

OUT OF THE BOX DO IT YOURSELF

Top Scenario

Core Scenario

Customer Scenario

BUSINESS SUITE

RENEWAL

SAP SCREEN PERSONAS

BUSINESS SUITE

RENEWAL

SAP FIORI (Wave 2)

SAP SCREEN PERSONAS

SAP SCREEN PERSONAS

If you find that the catalog of Fiori apps do

not include your scenario, or if you would

like to focus on a specific BU scenario (or if

you prefer to develop yourself), consider

SAP Personas or one of the many other UX

options available.

Shell used both SAP Personas in

combination with SAP Netweaver Gateway

for Microsoft to address specific customer

BU scenarios and to leverage a deep

repository of SharePoint applications

already built, which were enriched through

the use of SAP enterprise data.


Step 6: Ready UX Technical Environment

Ensure proper technical requirements are in

place for initial POC / pathfinder projects.

• See SAP Marketplace for specific technical

requirements for individual versions of UX

products.

• SAP Netweaver Gateway may/may not be

included with enterprise license – do not assume

you have the most recent version!

• Additional considerations for SMP if looking at

new or customer mobile apps (beyond HTML5

rendering).


Step 7: Determine and Measure Value Model

Value model for UX is critical to ensure

long-term business success. Key to

developing sound value models include:

• View of both quantitative as well as

qualitative drivers.

• Balance of individual needs versus

organizational mandates.

• Continuous value management and

tracking to ensure self-funding model. In

mature customers this can resemble a

UX factory model (NN apps / month).


One Example of Value Calculation

SAP User Design Experiences contains a number of basic metrics taken from

customers across application areas. These expected benefits represent ranges

as a benchmark only*

* Note: The saving assumption are average values based on SAP’s experience from more than 100 user experience projects for conservative outcomes. Whether your own saving potential

Is closer to “conservative” or to “optimistic” is dependent on a combination of many factors. In the case of a rarely-performed scenario executed by non-expert users, the value potential

would be much higher than in a frequently-performed scenario executed by expert. For full disclaimer, see http://www.sapcampaigns.de/us/UX_Calculator/.

For baseline Sales Order UX Case (with available ABC Company metrics)

Typical Business Case Outputs

http://www.sapcampaigns.de/us/UX_Calculator/

http://www.sapcampaigns.de/us/UX_Calculator/


Step 8: Define Execution Model and Resources

Customer Role SAP Role Effort

UX Sponsor Part Time

UX Lead SAP UX Advisor

Part / Full Time

Business & IT managers

Part Time

Business Process Owner(s) / Business Analyst)

SAP UX Consultants

As needed

Architects Part Time

While each customer program will be different, there are a number of common

roles for both customer teams and SAP to properly support a UX program.

Co-innovation

Facilitation

Design Thinking

http://imagedirectory.wdf.sap.corp:6085/ImageLibrary/ImageDetailsView?imageId=f33816df-3df6-4747-89a6-02f3cb6a0470


Step 9: Develop a Value-based Roadmap

Armed with the direction and business intent for UX, a value-based

UX roadmap can be created focused on the specific needs of

different constituent groups (for example: by BU, functional area,

or level of user maturity). Transition to S/4 HANA models included.

Note: design services, technical management, and facilitation of these roadmap elements as well as

estimating should be conducted with the assistance of SAP UX design services and a trained SAP UX

Strategy advisor.

http://imagedirectory.wdf.sap.corp:6085/ImageLibrary/ImageDetailsView?imageId=f33816df-3df6-4747-89a6-02f3cb6a0470


One Example Approach – Shell’s Meta Model

1

Coherent UX

Strategy

2

Win IT Trust in

SAP Solutions

3

UX Pathfinder &

Roadmap

Embedded Search SAP Screen Personas

Scope Methodology

Execute &

manage UX

portfolio

4

Shell leveraged its

pathfinder approach to

determine scope, target

benefits, and drive

value.

Value drivers can

include not only “hard

benefits” such as

efficiency gains due to

work re-design, but also

“soft benefits” in user

satisfaction levels,

adoption levels, and

SAP% compliance to

total application

portfolio.


SAP UX Strategy – Steps to Success (Summarized)

UNDERSTAND SAP UX Strategy & Roadmap 1

DEFINE and EXECUTE Customer specific UX strategy

LEVERAGE SAP’s UX Design Services

2

3 https://experience.sap.com/designservices

• Understand Users & Scenarios

• Investigate NEW and RENEW solutions

• Evaluate ENABLE solutions

• Build knowledge from SAP resources

• Follow SAP UI technology strategy

Refer to:

UI Innovations at SAP Business Suite

SAP Innovation Discovery

sapsolutionbrowser.com

sapimprovementfinder.com

SAP UX Explorer: www.sap.com/uxexplorer

experience.sap.com

https://experience.sap.com/designservices

SAP Business Suite Road Map for User Experience

https://uxexplorer.hana.ondemand.com/_item.html?id=116

https://apps.support.sap.com/innovation-discovery

http://www.sapsolutionbrowser.com/

http://www.sapimprovementfinder.com/

http://www.sap.com/uxexplorer

https://experience.sap.com/

Some Early Results Encouraging UX Program News from the Field


Tales from the Field Setting Direction for Success

Key to the steps suggested, the philosophy is critical!

• UX is strategic, not a technical roll-out exercise.

• A UX strategy must drive measured and monitored

business value.

• Work redesign is key with active user involvement.

• Design skills seem trivial … but are so, so important.

• Coordination between technical, business and HR

required. IT is not the “long pole in the tent” for UX!


Case Study: Shell Personas POC

7 screens

3 screens

~ 45 Clicks

~ 26 Clicks

BEFORE

AFTER

http://www.google.com/url?sa=i&rct=j&q=monitor&source=images&cd=&cad=rja&docid=WCMqxaVc7n84xM&tbnid=BckdzV8b_kG4XM:&ved=0CAUQjRw&url=http://www.thinclientwarehouse.co.uk/thin-clients/monitor-integrated-thin-clients/lg-network-monitor-p-series-pcoip-22-16-9-n2210wz-bf-aeu.html&ei=Rp84UZOpJpGMswaOn4HABQ&psig=AFQjCNGlbjxXDa0ImcpnL3Ytb_caNyItTg&ust=1362751663803629

http://www.google.com/url?sa=i&rct=j&q=monitor&source=images&cd=&cad=rja&docid=WCMqxaVc7n84xM&tbnid=BckdzV8b_kG4XM:&ved=0CAUQjRw&url=http://www.thinclientwarehouse.co.uk/thin-clients/monitor-integrated-thin-clients/lg-network-monitor-p-series-pcoip-22-16-9-n2210wz-bf-aeu.html&ei=Rp84UZOpJpGMswaOn4HABQ&psig=AFQjCNGlbjxXDa0ImcpnL3Ytb_caNyItTg&ust=1362751663803629


Solve the Right Problem, then Solve it Right

• Several UX issues could be solved

with existing SAP tools

• IT organizations need to better

understand the needs of their end users

• End users perceive custom built screens

as SAP Screens (poor innovation design)

IT organizations

are missing

design skills

Technology (feasibility)

Business

(viability)

Human Values (usability, desirability)

Technology (feasibility)

Business (viability)


Early Enthusiasm from Early SAP UX Adopters

Video Video

Shell

Doug Webster

Unilever

Willem Eelman

Video Video (login req‘d)

ASUG COE/UX

Courtney Bjorlin

Damean Chen

Colgate-Palmolive

Tom Greene

https://www.youtube.com/watch?v=22oD2nrw9r4&index=28&list=PL3ZRUb1AKkpROQmXjeM6-S_9AmMizxU-7

https://www.youtube.com/watch?v=f5NFJS4P3C0&index=29&list=PL3ZRUb1AKkpROQmXjeM6-S_9AmMizxU-7

http://www.youtube.com/watch?v=V_MpH6Fv4tY

https://www.youtube.com/watch?v=aNJG9PJlhyw

http://www.sap.com/bin/sapcom/en_us/downloadasset.2013-05-may.colgate-palmolive-implementing-sap-fiori-ctv-mp4.html

Wrap Up 5 Key Pitfalls to Avoid & 7 Key Take-away Points


Conclusions: 5 Pitfalls to Avoid

1. Ensure strategic orientation to business drivers. UX is a strategy, not a tactical discussion

2. Do not engage in a technology or solution led engagement (e.g. “Let’s implement x number of Fiori

Apps”). Start by understanding the issues before advising appropriate technology or solutions

3. Involve real end-users from the business and not IT proxies to drive requirements, value metrics.

4. Involve SAP UX advisors and designers particularly in the early stages. Presentation design and work

re-design methods are not intuitive. Teams “doing it themselves” risk severe value erosion and being

labeled as a “HTML5 conversion” program.

5. Select pathway concepts carefully, with high impact potential.


Conclusions: 7 Key Points to Take Home

1. Customer UX Strategy should align to SAP Strategy for simplified and delightful UX

2. UX is a top of mind topic, often pressure to “dive in” before knowing how deep the water is.

3. UX knowledge is not readily available in the current market, take advantage of available resources.

4. UX many pathways and tools – not just Fiori and Personas – as such a holistic view is required.

5. Customer UX Strategy is a key enabler for business transformation and a gateway to integrating

Cloud, HANA data use, and target road map to S/4 HANA.

6. The User is the Key to unlock UX Value. Know the business.

7. Data is the “golden thread” for UX Value. Do your homework.


Learn more at experience.sap.com Mail us at [email protected] Follow us on Twitter @SAP_designs


Discussion

© 2015 SAP SE or an SAP affiliate company. All rights reserved.

Thank you Contact information:

William Newman, CMC, BTPM

Industry Value Adviser Auto/MFG, Industry Value Engineering

SAP America, Inc.

[email protected]

@william_newman

+1 (248) 724-6844

mailto:[email protected]

http://www.twitter.com/william_newman

http://www.twitter.com/william_newman

Download - Delivering a Strategic and Delightful User Experience

Top Related