SAP User Experience Management

Jesse Bernal, VP of Shared Services, Knoa Software Inc.September 2015

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

Solution: People, Process and Technology

© 2015 SAP SE or an SAP affiliate company. All rights reserved. 3

The Peopleware Challenge

• 70% of all failed software projects are

caused by poor user adoption (Forrester)

• 50% of software functionality paid for and

licensed by organizations is not actually

adopted by end users (Butler Group)

• Undertrained employees are at least five

times more expensive to support,

contributing to lost productivity (Gartner)

People

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What Are The Key Factors That Influence Adoption?

Inhibitors

• Clunky user interface

• Complex processes

• Complex IT landscape

• Heavy customization

• One time enablement

Drivers

• Change management

• Simplification

• Adoption program

• User enablement

• Super user program

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Challenges in a Project Phase

SAP

Project

Process Compliance•50% of functionality is not used post go-live

UAT Testing•60% of UAT testing is manual

Change Management• Investment in organizational change management results in 20% higher user acceptance

Adoption• Estimated 25% of

potential business productivity lost due to poor system adoption

Hypercare•50% of projects result in

extended hypercare periods

Training•62% of issues customers

encounter during ERP projects are user related

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Challenges in Sustainment

User

Life-Cycle

User Onboarding•30% of users are not provisioned properly

Learning•45% of sustainment training delivered to the wrong need resulting in high level of support issues

User Support •50% of tickets are user caused•90% of IT help desk call time is about finding missing information

Continuous Improvement

•50% of functionality is not used post go-live

Self Service•Outdated content

•No visibility to prioritize new content development

Super Users•No objective data to

identify super users post go-live

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Global user data is

aggregated for viewing in

Dashboards

Actionable real-time data

improves the user experience

& cuts costs

A user’s journey in SAP

applications are discovered

UEM : Real User Workflows and End User Analytics

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Measure Change

Validate Future Investments in SAP

Improve Productivity

Drive Out Costs

Drive Adoption

People

Data Driven Decisions

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Who Benefits from this Information?

FUNCTIONAL SUPPORT

Deliver pro-active user support

Reduce MTTR Eliminate recurring

issues Reduce ticket count

Drive Adoption

Drive Down Costs

Improve Productivity

USER EXPERIENCE

Enable UX initiatives (Fiori)

Improve user satisfaction

Faster diagnosis and resolution

Drive Adoption

Drive Down Costs

Improve Productivity

TRAINING & EDUCATION

Identify training needs

Develop targeted training content

Measure Training Effectiveness

Drive Adoption

Drive Down Costs

Improve Productivity

CHANGE MANAGEMENT

Benchmark before go-live

Identify Issues during Testing

Reduce Hypercare Period

Measure Change

Validate Investment

Drive Down Costs

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SAP UEM Helps Reduce TCO of SAP

Adoption

10%-20% increase in utilization of deployed functionality10%-30% sun-setting of unused functionality

Workforce efficiency

10%-20% improvement in employee productivity and engagement

Help Desk

20%-30% reduction in support costs and resources required25%-35% improvement in mean time to resolution (MTTR), call handle times and user satisfaction

Training

20%-30% reduction in support costs due to user caused issues25%-50% improvement in training effectiveness and costProjects Impact

10%-20% improvement in project success and acceptance20%-30% cost reduction in UAT and Hypercare support

Business Value (LoB)

5%-10% improvement in overall business outcomes

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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

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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

Thank you

Jesse BernalVP of Shared Services Union Square, NYC+44 (0) 7984 592 443