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Developing a User Centric Mobile Strategy

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This session will reveal how to focus on the user’s needs in order to develop usable applications that simplify transactions, ensure adoption, and provide extraordinary mobile experiences for your …

This session will reveal how to focus on the user’s needs in order to develop usable applications that simplify transactions, ensure adoption, and provide extraordinary mobile experiences for your users.

Watch Replay: http://www.sapvirtualevents.com/smc/sessiondetails.aspx?sId=3029

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  • 1. DEVELOPING A USER CENTRIC MOBILE STRATEGY Syclo Mobile Conference 20127/17/2012 1
  • 2. INTRODUCTIONS • Pete Lagana – SVP / CTO • Wayne Semisch – President / Mobile Business Analyst • Randall Rivera – Sr. Enterprise Mobile Architect7/17/2012 2
  • 3. ABOUT EXCELLIS INTERACTIVE • Founded in 2005 - Privately held - HQ in Chesterbrook, PA • Recognized Experts in Mobility, CRM and Usability - Creating Highly Usable Solution Applications - Maximizing User Adoption - Delivering Scalable Online Enterprise Apps - Have over 100+ combined implementations • Points of Alignment - Excellis is an SAP Mobile & SAP Services Partner - Full Scale Team – talented in-house team (Design, Strategy, Development and post-production Support) - In-house SAP Mentor (1 of 100 worldwide) - Ability to quickly staff up / down7/17/2012 3
  • 4. EXCELLIS | TEAM STRUCTUREExcellis offers full-scale services from strategy and design to development and implementation.We focus on delivering great user experiences to our clients. 7/17/2012 4
  • 5. EXCELLIS | LARGE CUSTOMERS (1B+)7/17/2012 5
  • 6. MARKET TRENDS7/17/2012 6
  • 7. MORE MOBILE PHONES THAN TOOTHBRUSHES?7/17/2012 7
  • 8. GLOBAL ENTERPRISE MOBILITY MARKET TO EXCEED $173.9 BILLION BY 2017 - GIA Growing mobile worker population, emergence of sophisticated mobile devices such as tablets and smartphones and introduction of several novel business applications will drive the market for enterprise mobility over the next few years.7/17/2012 8
  • 9. WHO IS MOBILIZING WHAT? Warehouse Management Reporting Banking Content Management Mobile CRM Returns Field Inspections Mobile Web Medical Handhelds Field Force Automation Field Inspections Purchase Orders Quality Controls Manufacturing Controls Catalogs Calendar Management Email Notifications Robotic Controllers Fleet Management ESS Global Positioning Invoicing Expense Entry Home Automation Vendor Management Product Logistics Employee Self ServiceMarketing Training Search Coupons Order Tracking Human Resources Testing Inventory Management Money Transfer Customer Service Plant Maintenance Field Inspections Insurance Social Media Law Enforcement Business Intelligence Medical Records Electronic Signatures Retail Sales Collaborating Instant Messaging Price Verification Audio / Video7/17/2012 9
  • 10. WHO IS MOBILIZING WHAT? 2011 2012 Outlook 1. Email, Calendar 1. Business Intelligence 2. Intranet access 2. CRM 3. Field Operations (i.e. Work orders ) 3. Custom Internal Workforce 4. CRM 4. Intranet access 5. Business Intelligence 5. Field Operations (i.e. Work orders) 6. Sales Tools 6. Sales Tools 7. Custom Internal Workforce 7. Field Service, Location Based 8. Video Conferencing 8. T&E 9. T&E 9. Email, Calendar 10. Field Service, Location Based 10. ERP7/17/2012 10
  • 11. WHO IS MOBILIZING WHAT? 2011 2012 Outlook 1. Email, Calendar 1. Business Intelligence 2. Intranet access 2. CRM 3. Field Operations (i.e. Work orders ) 3. Custom Internal Workforce 4. CRM 4. Intranet access 5. Business Intelligence 5. Field Operations (i.e. Work orders) 6. Sales Tools 6. Sales Tools 7. Custom Internal Workforce 7. Field Service, Location Based 8. Video Conferencing 8. T&E 9. T&E 9. Email, Calendar 10. Field Service, Location Based 10. ERP7/17/2012 11
  • 12. DEVELOPING A USER-CENTRIC MOBILE STRATEGY • Determining Your Approach • The User Experience • Choosing the Best Platform7/17/2012 12
  • 13. DETERMINING YOUR APPROACH7/17/2012 13
  • 14. LONG-TERM STRATEGY OR SHORT TERM GOAL? • Are users asking for features to serve them for the next month or the next year? • Do your mobile solutions meet a business objective or just solve a current problem? • Are you serving the business needs or one unit’s demands? • Are you building scalable services that serve the enterprise, or are you just building apps?7/17/2012 14
  • 15. TOP CHALLENGES TO BUILDING MOBILE ADOPTION • Developing the Strategy - Understand the business objectives holistically • Identifying & Prioritizing Business Cases - Know your audiences - Align with the business users - Build relevant mobiles services • Choosing Platform/Technologies - Leverage a robust & scalable platform - Low cost of ownership7/17/2012 15
  • 16. DEFINING MOBILE’S ROLE IN BUSINESS OBJECTIVES • Revenue Growth • Market Share • Cost Elimination • Increased Productivity • Quality Control • Inventory Control • Customer Retention • Cross-Selling • Etc…7/17/2012 16
  • 17. KNOW YOUR TARGET AUDIENCE7/17/2012 17
  • 18. KNOW YOUR TARGET AUDIENCE • Drive adoption by including them in the decision process • Build more relevant services! • Identify the quick wins vs. the strategic wins • Build it and they will “Download”!7/17/2012 18
  • 19. THE VALUE OF THE RIGHT MOBILE APPROACH • 100% user adoption • Increase Revenue – Potential 1.6M a day • Managed Inventory - 200M in daily inventory • Integrated billing / invoicing • Collaboration with Customers • Visibility into sales cycles • Proven Platform • Scalable development model7/17/2012 19
  • 20. THE USER EXPERIENCE7/17/2012 20
  • 21. WHY SHOULD UX PLAY A ROLE IN DEVELOPMENT? • Aligns business goals and user objectives • Develops a collaboration vehicle for users and designers • Organizes complex tasks into simple processes • Provides a comprehensive view of the users’ needs • Transforms consistent user experiences across platforms • Identifies gaps in current designs • Optimizes the user experience • Negates extraneous training7/17/2012 21
  • 22. WHY SHOULD UX PLAY A ROLE IN DEVELOPMENT? • A ligns business goals and user objectives • D evelops a collaboration vehicle for users and designers • O rganizes complex tasks into simple processes • P rovides a comprehensive view of the users’ needs • T ransforms consistent user experiences across platforms • I dentifies gaps in current design • O ptimizes the user experience • N egates extraneous training7/17/2012 22
  • 23. FOCUS ON A PREMIUM MOBILE USER EXPERIENCE User Centric Design User Profile Design Profile Goal: Learn what makes them Goal: Learn what makes them TRUST the Application USE the Application7/17/2012 23
  • 24. DO YOUR RESEARCH7/17/2012 24
  • 25. FOCUS ON A PREMIUM MOBILE USER EXPERIENCE7/17/2012 25
  • 26. CREATING CONSISTENCIES FOR USERS Consistent Experience7/17/2012 26
  • 27. USING PERSONAS AND WIREFRAMES7/17/2012 27
  • 28. BUILD MORE RELEVANT APPLICATIONS7/17/2012 28
  • 29. THE VALUE OF UX FOR MOBILITY • Builds relevance for the applications - SAP Mobile Platform allows us to build relevant Mobile applications. • Maximizes adoption - SAP Mobile Platform allows us to create highly usable Mobile applications. • Dramatically reduces training - SAP Mobile Platform allows us to build easy to use application requiring no training • Facilitates time to deployment - SAP Mobile Platform allow us to deliver an application quickly7/17/2012 29
  • 30. CASE STUDIES7/17/2012 30
  • 31. CASE STUDY | AMERISOURCEBERGENCustom AgentryApp7/17/2012 31
  • 32. CASE STUDY | IPAD DESIGN | FIELD SERVICE / INVENTORY MANAGEMENT • 100% user adoption • Focus on user experience • Client branding • Native like controls and features • Ability to easily add additional functionality / mobile services. 327/17/2012 32
  • 33. CASE STUDY | FIELD SERVICE / INVENTORY MGMNT – APPLICATION HOME Work Orders • Filters • List view • Calendar view Styling / Client Branding / Cross Promotion Extensible design and navigation to allow for future services to be easily deployed7/17/2012 33
  • 34. CASE STUDY | FIELD SERVICE / INVENTORY MGMNT – NEW ORDER FORM • Quick Order Create • Auto Fill based on specific user / Account7/17/2012 34
  • 35. CASE STUDY | FIELD SERVICE / INVENTORY MGMNT – NEW ORDER FORM • Context – Aware Virtual Keyboard • Easy data input, form submission7/17/2012 35
  • 36. CASE STUDY | FIELD SERVICE / INVENTORY MGMNT – ORDER SIGNATURE7/17/2012 36
  • 37. CASE STUDY | FIELD SERVICE / INVENTORY MGMNT – PRODUCT AVAILABILITY CHECK • Form based search • Availability Check based on multiple locations • Color indicator to show in stock vs. out of stock items7/17/2012 37
  • 38. CASE STUDY | FIELD SERVICE / INVENTORY MGMNT – RESERVE INVENTORY / RELATED ITEMS • Availability to reserve / allocate inventory. • Ability to cross promote like items or products7/17/2012 38
  • 39. CASE STUDY | FIELD SERVICE / INVENTORY MGMNT – PRODUCT RESULT SET • Ability to indicate consumption of inventory at time of use. Thus creating a inventory replenishment • Product Search Results • Scrolling view7/17/2012 39
  • 40. CASE STUDY | FIELD SERVICE / INVENTORY MGMNT – PRODUCT DETAILS • Easy screen flow – one- touch product details7/17/2012 40