Changing the Game of SAP User Experience
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Changing the Game of SAP User Experience

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"What can be done to improve SAP's user experience?" ...

"What can be done to improve SAP's user experience?"
"Which tools are available and when can they be used?"
"How can SAP Design Services help to achieve user experience success?"
To answer those questions Andreas Hauser recently hosted a Webinar, presenting SAP's User Experience (UX) strategy to SAP customers, and talked about how this strategy can be applied to their organizations.

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  • Renew widely used top use scenarios Examples are leave requests, travel expenses, time sheet confirmation, and the corresponding approval processes. This approach includes but is not limited to employee and manager self services. All functionality that does not require the user to have a strong business background will eventually be covered by this approach. The preferred technology for these applications will be SAPUI5.
  • Responsive Designed and developed for a consistent experience on many devices. - Multiple form factors (phone, tablet, desktop) - Multiple interaction styles (touch, keyboard) - Multiple technologies (iOS, Android, Windows, Mac, PC) - Single code-line   Simple  Focused on user experience outcomes over features and functions - 1:1:3 – One use case, one user, three screens - Make the important things really easy to use and learn - Little apps combined into a swarm of functions   Coherent  Assortment of apps that speak the same language -  Apps that feel familiar by embracing best practices - Purposeful effects and intelligent visualizations - Content is the essence. Design information first. - Balance consistency and best-fit to use case    Instant Value  Low barrier to adoption Easy to adopt no upgrades, works on releases with largest install based and on HANA - Easy to adapt – theming and extensibility - Easy to deploy – no footprint, little admin - Easy to introduce – no training - Easy to grow – portfolio from SAP and Partner
  • For core use scenarios , SAP and key customers jointly identify key roles that are used by a high number of users across most SAP customers. These roles include for example the Financial Accountant, the Internal Sales Representative, or the Maintenance Worker. Renewal includes:   Renewing key transactions used by the respective role Optimizing the role for mobile use where applicable Consistently applying generic UX innovation : Universal HTML client : (“Unified Shell”) Landing Pages . Event-driven Working Model ensures that workflows, tasks, alerts, and notification are pushed to the user eliminating the need to search. Harmonization: SAP will invest in screen and design harmonization where coherence is needed. Decision Support will be provided through embedded analytics Search will be optimized utilizing the power of HANA. Also, contextual navigation will be added to support intuitive exploration of context by browsing the related web of business entities providing a new innovative navigation paradigm across the SAP Business Suite.  
  • and other Development and Adaptation tools by SAP like e.g. SE80, Portal, NWDS,…
  • Here is the VA23 view quote screen. Notice the initial complexity and how the modified version has moved all the required information onto a single screen without any tabs. This minimizes clicking and scrolling, speeding data retrieval
  • SAP recommends that all customers develop their own User Experience Strategy that is based on the value outcomes they require from using SAP. This enables the business and IT to jointly develop a UX roadmap that is aligned with the UX strategy.

Changing the Game of SAP User Experience Changing the Game of SAP User Experience Presentation Transcript

  • Sam Yen, Andreas Hauser, Nis Boy Naeve, Volker Zimmermann, Gerrit Kotze - SAP September, 2013 Changing the Game of User Experience SAP’s User Experience Strategy and Design Services
  • 2© 2013 SAP AG or an SAP affiliate company. All rights reserved. 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.
  • 3© 2013 SAP AG or an SAP affiliate company. All rights reserved.
  • 4© 2013 SAP AG or an SAP affiliate company. All rights reserved. Technology (feasibility) Business (viability) DESIGN INNOVATION Human Values (usability, desirability) How to achieve Design Innovation?
  • 5© 2013 SAP AG or an SAP affiliate company. All rights reserved. Consumer user experience is the new standard for enterprise applications …
  • 6© 2013 SAP AG or an SAP affiliate company. All rights reserved. Recalls Plus MyRunwayPhotoTribe Fan Experience Have you seen these consumer apps from SAP?
  • 7© 2013 SAP AG or an SAP affiliate company. All rights reserved.
  • 8© 2013 SAP AG or an SAP affiliate company. All rights reserved. • Make simple things simple • Don’t get in my way • Don’t waste my time • Know what I am doing • Let me personalize • Know my preferences • I have other things to do Bill of rights for the SAP users 8
  • 9© 2013 SAP AG or an SAP affiliate company. All rights reserved. Many SAP users still use SAP GUI
  • 10© 2013 SAP AG or an SAP affiliate company. All rights reserved. SAP GUI defines customer perception of SAP usability SAP GUI Highest impact on UX perception Other UI Technologies Time Usage
  • 11© 2013 SAP AG or an SAP affiliate company. All rights reserved. Top use scenarios Core use scenarios Specific customer value use scenarios The SAP User Experience Strategy Existing Applications RENEW ENABLE SAP Fiori Renovation Enablement Tools (e.g. SAP Screen Personas) NEW New Applications Usage/Reach
  • 12© 2013 SAP AG or an SAP affiliate company. All rights reserved. ENABLENEW RENEW UX DESIGN SERVICES SAP USER EXPERIENCE STRATEGY
  • 13© 2013 SAP AG or an SAP affiliate company. All rights reserved. ENABLENEW RENEW UX DESIGN SERVICES SAP USER EXPERIENCE STRATEGY
  • 14© 2013 SAP AG or an SAP affiliate company. All rights reserved. Consumer-grade UX for NEW applications Care Circles
  • 15© 2013 SAP AG or an SAP affiliate company. All rights reserved. Consumer-grade UX for NEW applications (Example: Visual Business)
  • 16© 2013 SAP AG or an SAP affiliate company. All rights reserved. Consumer-grade UX for NEW applications SAP Customer Financial Fact Sheet SAP Cloud for Customer
  • 17© 2013 SAP AG or an SAP affiliate company. All rights reserved. ENABLENEW RENEW UX DESIGN SERVICES SAP USER EXPERIENCE STRATEGY
  • 18© 2013 SAP AG or an SAP affiliate company. All rights reserved. RENEW the most widely-used top scenarios
  • 19© 2013 SAP AG or an SAP affiliate company. All rights reserved. Responsive Simple Coherent Instant Value All sizes, devices, versions, channels 1-1-3 (1 user, 1 use case, 3 screens) Apps that speak the same language Low barrier to adoption Fiori: Design Principles De-composition into task-base experience Role-based
  • 20© 2013 SAP AG or an SAP affiliate company. All rights reserved. My Leave Requests My Timesheet My Travel Requests My Shopping Cart Track Shopping Cart Approvals Insight Approve Requests Approve Leave Requests Approve Timesheets Approve Travel Requests Approve Travel Expenses Approve Shopping Carts Approve Purchase Orders Approve Requisitions Approve Purchase Contracts Purchasing My Spend Track Purchase Orders Order from Requisitions Requests Insights My Paystub My Benefits Purchasing AgentManager Employee Sales Transactions Sales Insight SAP Fiori Sales Rep Create Sales Orders Change Sales Orders Check Price and Availability Track Sales Orders Track Shipments Track Invoices 25 SAP Fiori Apps available now They touch 87% of the users at an SAP Customer © 2013 SAP AG or an SAP affiliate company. All rights reserved.
  • 21© 2013 SAP AG or an SAP affiliate company. All rights reserved. Harmonize and simplify UIs of key roles RENEW the most widely-used core scenarios
  • 22© 2013 SAP AG or an SAP affiliate company. All rights reserved. SAP GUI/ Side Panel Floorplan Manager (WDA) SAP UI5 Harmonize and simplify UIs of key roles RENEW the most widely-used core scenarios SAP NetWeaver Business Client as single point of entry for the user
  • 23© 2013 SAP AG or an SAP affiliate company. All rights reserved. Side Panel: Enhance SAP GUI applications without modification Pre-Defined Content RENEW the most widely-used core scenarios ~ 1250 Transactions Side Panel enabled
  • 24© 2013 SAP AG or an SAP affiliate company. All rights reserved. ENABLENEW RENEW UX DESIGN SERVICES SAP USER EXPERIENCE STRATEGY
  • 25© 2013 SAP AG or an SAP affiliate company. All rights reserved. Floorplan Manager (for FPM screens*) NWBC & Side Panel (all screens) further tools available *: for CRM Web UI screens use CRM WebUIF SAP Screen Personas (all SAP GUI screens) SAP UI5 Application Development Tools Theme Designer (all screens) ENABLE Customers to Improve Specific Value Scenarios Key Enablement Tools
  • 26© 2013 SAP AG or an SAP affiliate company. All rights reserved. SAP Screen Personas Examples DEMO DATA
  • 27© 2013 SAP AG or an SAP affiliate company. All rights reserved. Backends/Platforms Key UI Technologies (desktop perspective) 1 Harmonized in Run & Design Time with WebUIF GATEWAY SAP NetWeaver Portal SAP NetWeaver Business Client SAP GUI CLIENTS SAP UI5 Application Development Tools Flexible UI Designer SAP Screen Personas THEMEDESIGNER SAP UI5 WebDynpro ABAP/ Floorplan Manager1) DYNPRO
  • 28© 2013 SAP AG or an SAP affiliate company. All rights reserved. ENABLENEW RENEW UX DESIGN SERVICES SAP USER EXPERIENCE STRATEGY
  • 29© 2013 SAP AG or an SAP affiliate company. All rights reserved. Why? Great User Experience has an impact on business value Gain productivity Increase user adoption Decrease user errors Save training costs $ GreatUserExperience
  • 30© 2013 SAP AG or an SAP affiliate company. All rights reserved. Observations from 70+ customer engagements • 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 build screens as SAP Screens
  • 31© 2013 SAP AG or an SAP affiliate company. All rights reserved. Required design skills • Design Thinking Coaching, Moderation, Storyboarding • User Research User Interviews, Observation, User testing • Interaction Design Screen flows, Low & high-fidelity mock-ups, Design specifications • Visual Design Branding, Visual language (e.g. color, typography, logo) © 2013 SAP AG or an SAP affiliate company. All rights reserved.
  • 32© 2013 SAP AG or an SAP affiliate company. All rights reserved. Design is a Process
  • 33© 2013 SAP AG or an SAP affiliate company. All rights reserved. DESIGN SERVICES Want to understand the SAP UX Strategy and translate it into your business reality? ADVISE DESIGN THINKINGpowered by SAP’s Design Services Offering Customer Needs INNOVATE Want to be a leader and create a new high value and competitive advantage? EMPOWER Want to enable your organization to achieve the best user experience? REALIZE Want to implement, adapt SAP UX solutions or optimize the User Experience of your existing SAP software? DESIGNSERVICES
  • 34© 2013 SAP AG or an SAP affiliate company. All rights reserved. Showcase: Financial Dashboard (Optimization) BEFORE AFTER
  • 35© 2013 SAP AG or an SAP affiliate company. All rights reserved. Reduced number of clicks by 43% from 45 to 26 clicks DEMO DATA Showcase: SAP Screen Personas Starter Pack BEFORE AFTER
  • 36© 2013 SAP AG or an SAP affiliate company. All rights reserved. Example: SAP Screen Personas Starter Pack Journey Map (Shell Plant Maintenance) BEFORE AFTER Location needs to be searched via F4 Help Checkboxes need to be changed every time Hierarchical tree which is rather not used Favorites can not be structured Many buttons which are not used Too many steps to get the text template Additional screen to edit text template Too many tabs, some not needed at all Some fields not needed Unused / empty space Notification type needs to be selected from list via F4 help To initiate the creation process a long click path on top level navigation needs to be followed Too many clicks and too many iterations within the screen Location needs to be searched via F4 Help Checkboxes need to be changed every time ~6 ~18 1 5 ~5 ~4 2 ~25 3 SAP Easy Access Select location Structure List Create Notification Notification type Z1 Notification Text template 2 ~ 26 Clicks ~ 45 Clicks © 2013 SAP AG or an SAP affiliate company. All rights reserved.
  • 37© 2013 SAP AG or an SAP affiliate company. All rights reserved. Showcase: Kindergarten Dashboard (UX Design) BEFORE AFTER
  • 38© 2013 SAP AG or an SAP affiliate company. All rights reserved. DESIGN THINKINGpowered by SAP’s Design Services Offering Overview INNOVATE REALIZE DESIGNSERVICES ADVISE UX Strategy UX Value Framework UX Roadmap UI Technology Implement standard Solution Adapt standard Solution Optimize existing Solution Discover area of innovation Design innovative solution Develop customer solution UX Center of Excellence DT/Design Methods UI Technology Training EMPOWER
  • 40© 2013 SAP AG or an SAP affiliate company. All rights reserved. SAP invests in People Established a new team “Design & Co-Innovation Center” to provide design services to customers 50+ additional highly skilled design experts hired in 2013 Supports customer and strategic design projects through Co- Innovation and Design Thinking
  • 41© 2013 SAP AG or an SAP affiliate company. All rights reserved. SAP invests in the Work Environment A Creative Work Environment enables Design Innovation Palo Alto, USA Shanghai, China Dublin, Ireland Waterloo, Canada
  • 42© 2013 SAP AG or an SAP affiliate company. All rights reserved. Recommendations for customers UNDERSTAND SAP User Experience Strategy DEFINE and EXECUTE Customer UX Strategy Identify your UX pain points and areas of high business value Investigate which NEW and RENEWED applications are available SAP Business Suite Road Map for User Experience www.sapsolutionbrowser.com www.sapimprovementfinder.com Evaluate ENABLING tools Use the SAP UX Explorer for details about UX topics relevant for you: http://uxexplorer.hana.ondemand.com Join SAP’s discussion on user experience and design services: https://experience.sap.com LEVERAGE SAP’s Design Services https://experience.sap.com/designservices
  • 43© 2013 SAP AG or an SAP affiliate company. All rights reserved. Learn more at experience.sap.com © 2013 SAP AG or an SAP affiliate company. All rights reserved.
  • THANK YOU FOR YOUR ATTENTION © 2013 SAP AG or an SAP affiliate company. All rights reserved. Need help? DesignServices@sap.com