User Experience im Supportumfeld

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1 User Experience im Supportumfeld SAP Enterprise Support Info Tag, Regensdorf (Schweiz) 2. September 2014 Alexander Daum, Support Architect User Experience, SAP Active Global Support

2 Disclaimer This presentation outlines our general product direction and should not be relied on in making a purchase decision. This presentation is not subject to your license agreement or any other agreement with SAP. SAP has no obligation to pursue any course of business outlined in this presentation or to develop or release any functionality mentioned in this presentation. This presentation and SAP's strategy and possible future developments 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 limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement. SAP assumes no responsibility for errors or omissions in this document, except if such damages were caused by SAP intentionally or grossly negligent SAP SE. All rights reserved. Public 2

3 Agenda Warum ist User Experience (Benutzungserfahrung) wichtig für SAP Kunden und für SAP Active Global Support (AGS)? User Experience Support Angebote von AGS Einschub: SAP User Experience Management von KNOA Beispiele aus Kundenprojekten 2014 SAP SE. All rights reserved. Public 3

5 Warum ist User Experience wichtig für unsere Kunden? Steigerung der Produktivität Erhöhung der Benutzerakzeptanz Weniger Benutzerfehler Einsparung von Ausbildungskosten 2014 SAP SE. All rights reserved. Public 5

6 Blockaden einer guten Benutzungserfahrung aus dem Weg räumen Anforderungen unserer Kunden Intuitive Benutzungs-Schnittstellen mit null Trainingsaufwand Attraktive Benutzungs-Schnittstellen mit hoher Benutzerakzeptanz Hohe Mitarbeiter- Produktivität und Zufriedenheit Mobile Lösungen AGS UX Services Anwenden eines nutzerzentrierten Ansatzes Blockaden Wenig/kein Verständnis der Endbenutzer Ausschließlicher Fokus auf prozessuale, funktionale Anforderungen Kein Wissen über die SAP UX Strategie Hohe Erwartungen an Gebrauchstauglichkeit und Benutzungserfahrung Design Thinking Einbeziehen wirklicher Endbenutzer IT und Fachbereiche näher zueinander bringen Druck seitens der Fachabteilungen, die Gebrauchstauglichkeit und Benutzungserfahrung zu verbessern 2014 SAP SE. All rights reserved. Public 6

7 User Experience Support Angebote von AGS

8 SAP s UX Design Services Offering Overview powered by DESIGN THINKING DESIGN SERVICES ADVISE want to understand the SAP UX strategy and translate it into your business reality? INNOVATE EMPOWER REALIZE DESIGN SERVICES want to be a leader and create a new high value and competitive advantage? want to enable your organization to achieve the best user experience? want User to Experience-driven implement, adapt SAP Productivity UX solutions or optimize Optimization the user experience (UXPO) of your existing SAP software? provided by SAP Active Global Support 2014 SAP SE. All rights reserved. Public 8

9 User Experience-driven Productivity Optimization (UXPO) Project Phases, Targets and Outcome User Experience-driven Productivity Optimization (UXPO) 1 Discover & Scope M1 2 Analyze & Define M2 3 Realize & Measure Know which issues to solve and why it is important to solve these issues Know how to solve the issues Actually solve the issues and prove the success of the solution. Discovery Report Solution Proposal 2014 SAP SE. All rights reserved. Public 9

10 User Experience-driven Productivity Optimization Delivery 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 2014 SAP SE. All rights reserved. Public 10

12 Optimize Standard or Deliver Fit-To-Purpose Design High-fidelity UI mockup End with actionable design direction Solution Prototype Behavior Low-fidelity wireframe Start with Ideas Mockup Wireframe Visual Design Information Architecture Sketch Concept Requirements 2014 SAP SE. All rights reserved. Public 12

13 AGS User Experience Support Portfolio Focus on Premium Engagements Discover & Scope Analyze & Define Realize & Measure Stay up-to-date Get Expert Advice Understand User Needs Improve User Experience Realize Design UX Strategy Empowerment Expert Review Discovery Call UI Optimization Realization Support UX Maturity Level Assessment Discovery Workshop UI Proof of Concept User Context Analysis Usability Test Getting started User Experience-driven Productivity Optimization (UXPO) 2014 SAP SE. All rights reserved. Public 13

14 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 2014 SAP SE. All rights reserved. Public 14

15 AGS User Experience Support Portfolio (cont.) Focus Topics for Enterprise Support SAP Fiori SAP Screen Personas End User Feedback Value Map for User Experience Meet the Expert (planned) Expert Guided Implementation (available) Meet the Expert (planned) Best Practice (planned) ESAC 2014 UX workstream: User Feedback Chip (NWBC/side panel) (available) Custom User Feedback Tool (planned) Guide customers step by step through the User Experience topic (draft available) 2014 SAP SE. All rights reserved. Public 15

16 Einschub: SAP User Experience Management von KNOA

17 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 a high management attention Shorter project and implementation cycles require new ways to monitor the effectiveness of training measures and subsequently the user performance Knoa Software delivers enterprise and cloud solutions that generate unique insights for the optimization of the end-user experience for SAP and other platforms 2014 SAP SE. All rights reserved. Public 17

18 Business Challenge 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 2014 SAP SE. All rights reserved. Public 18

19 Powerful Analytics Turn Metrics Into Actionable Insights Monitor Track business process and user activity with no impact on user Aggregate Powerful analytics to get insight into real user experience Take Action Optimize performance and realize value Drive adoption Drive efficient use Resolve IT issues Eliminate user errors Reduce support calls Reduce mean time to resolution 2014 SAP SE. All rights reserved. Public 19

20 Major Benefits Reduce mean time to diagnose and resolve problems Provide pro-active support Precisely allocate training budget Optimize training delivery and measure training effectiveness over time Monitor Application Adoption Make User Experience more enjoyable 2014 SAP SE. All rights reserved. Public 20

21 SAP User Experience Management by Knoa at Givaudan Why we have decided to implement SAP UEM Our main objectives are to reduce the hidden cost of application ownership: transaction response time, errors not reported to IT, time spent to explain the issue, lack of training Short term benefits We can answer questions about new transaction usage, demonstrate response time improvements, and identify locations with slower response time. Long term benefits Key added value for the IT support organization by detecting training needs, make meaningful reporting to the business management and reduce support costs. First comments A cultural change is happening within the IT support organization. Quick wins help to demonstrate value. There is enthusiasm from other IT teams and users Laurent Guerre, Head of IT Applications Services, Givaudan International SA SAP SE. All rights reserved. Public 21

22 IT Service Desk and Education Success Story Industry: Building and Insulation Revenue: $2.5 billion Employees: 6,600 Monitored End-users: 2,000 Goals SAP utilization, adoption, and problems not clear Reduce current workload of 3,000 help desk requests per month, s per day and 800 1,000 support request phone calls monthly Primary Stakeholders Center of Excellence Director, Help-desk VP Compliance LOB owners What They Are Saying The (Knoa) solution has proven to provide significant bottom line benefits SAP operations have become much more responsive as metrics around month-end processing are reviewed and process/training improvements made based on the findings. Value Drivers Knoa EPM propelled user satisfaction from 10% to 27% in under six months Substantial reduction in training cost (only 22% of trained employees actually used the software) 2014 SAP SE. All rights reserved. Public 22

23 Center of Excellence Success Story Industry: Steel and Mining Revenue: $15,800,000,000 Employees: 70,000 Monitored End-users: 7,000 Challenge Increased strain on the support team Increased user, application support and training costs Challenges with application adoption Primary Stakeholders Center of Excellence Chief Information Officer (CIO) Compelling Event SAP certified COE to address sustainability challenges due to rapid global expansion 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 2014 SAP SE. All rights reserved. Public 23

24 Wenn Sie mehr wissen möchten Lausanne Regensdorf Alain Jeanfavre Patrick Buerkle / Thomas Geisler [email protected] [email protected]

25 Beispiele aus Kundenprojekten

26 Topic: Technology: Benefits SRM Web Dynpro ABAP SAP UI5 Hiding of transaction complexity Easy and intuitive handling for casual endusers (Kindergarten Manager) Reduced costs caused by end-user workarounds It s easy, it s fast, it s nice Before Full story on YouTube: High complexity of financial transactions for casual use cases End-users avoided to follow the standardized process Effort Discover & Design: 20 Days Realize: 60 Days Solution Options Kindergarten Cockpit HTML5 / UI5 Application After Simplified process of ordering and invoice approval Easier handling of followup processes Efficiency improvement Mobile usage 2014 SAP SE. All rights reserved. 26

27 Topic: HCM E-Recruiting Technology: Business Server Pages (BSP) Web Dynpro ABAP We completed customization of the SAP E-Recruiting user interfaces in just two weeks. Benefits Increased operational efficiency of HR staff Increased reputation and positive corporate image Reduced cycle time of recruitment Before Complex screens Cumbersome application process for applicants Many usability flaws Outdated technology Effort Discover & Design: 10 Days Realize: 15 Days Solution Option Adapt standard UI based on ABAP WebDynpro After 20% Reduction in recruitment cycle time Application process reduced from 8 to 5 steps 2014 SAP SE. All rights reserved. 27

28 Topic: HCM ESS - Time Recording Technology: SAP GUI Web Dynpro ABAP Benefits Increased efficiency for time recording Reduced effort for back office support Better data quality Higher acceptance I don t want to spend so much time with time recording Before Complex screens and navigation experience No default values No consistency check Effort Discover & Design: 25 Days Realize: 25 Days Solution Options New Time Recording UI Consistency checks and defaulting for central data entry Excel upload for power users After Simple UI with less controls Added calendar view to monitor missing or approved days 2014 SAP SE. All rights reserved. 28

29 Topic: HCM MSS - Time Approval Technology: SAP GUI Web Dynpro ABAP Make approval easier! Benefits Increased efficiency for managers to control and retrieve project time and budget figures Increased efficiency for back office assistance Higher acceptance of the solution Before Complex screens Missing reason of open hours Difficult tracking of projects Exceeding hours not visible Effort Discover & Design: 20 Days Realize: 45 Days Solution Options Adopt and adapt latest MSS views Extentions to meet customer requirements After Easy review of missing hours in Approval Inbox Detailed view per employee sorted by project and approval status Personalized list of manager s projects Team Calendar 2014 SAP SE. All rights reserved. 29

30 Was unsere Kunden sagen There are fewer entry fields and screens. The application process we are replacing required eight steps to complete; now applicants can do it in five. Saji Oommen, Group Director Information Technology, Albatha Trading & Industry Company Read the full success story: [ ] We have now demonstrated that by engaged listening with our users, we were able to shrink recruiting times and cost while improving our corporate image to our applicants. Saji Oommen, Group Director Information Technology, Albatha Trading & Industry Company Read the full success story: [ ] We expect this improvement will result in a 50% higher adoption rate and usage of the form by our managers and HR administrators. Charlotte Woo, Manager, Enterprise Application Solution, Varian Medical Systems, Inc. Read the full customer quote (Quote ID / 2012) using this link: The user-driven approach we used with SAP AGS helped ensure that we had the best experts to address our specific business user issues. That s how we were able to deliver same-day improvements that our business users notice. Dileep Somani, Chief Information Officer, OTE Group Read the full success story: SAP SE. All rights reserved. Public 30

31 Zusammenfassung 6 Punkte zum Mitnehmen 1. Beginnen Sie Ihre User Experience Reise zusammen mit SAP AGS oder setzen Sie sie fort. 2. Nutzen Sie die User Experience Support Angebote von AGS. 3. Etablieren bzw. stärken Sie eine enge Zusammenarbeit zwischen IT und den Fachabteilungen. 4. Binden Sie Ihre Endbenutzer ein. 5. Beginnen Sie mit kleinen Schritten. 6. Sammeln Sie Erfahrungen und gewinnen Sie schrittweise Vertrauen in die nutzerzentrierte Vorgehensweise SAP SE. All rights reserved. Public 31

33 SAP Education - Keep Pace with Innovation User Experience Management by Knoa SAP Education, July 2014 Developing UIs using HTML5 and SAPUI5 Course # Course Name Days CHF WDE300 Developing UIs using HTML5 Fundamentals WDE360 Developing UIs using HTML5 AND SAPUI SAPX03 SAP Fiori Implementation and Configuration SAPX04 HTML5 Foundations for SAP SAPUI5 Dev SAPX05 SAP SAPUI5 User Experience Development SAPUX SAP Screen Personas 2.0 Development New Approach to Innovation THINK1 Design Thinking for Business Innovation Public Search and book courses:

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