Design Thinking with Field Service Engineers (SAP TechEd 2013)

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How do you design a user interface for a complex service management process?

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Design Thinking with Field Service Engineers (SAP TechEd 2013)

  1. 1. Design  Thinking  with   Field  Service  Engineers     SAP  TechEd,  2013
  2. 2. Prelude what is Twan doing here?
  3. 3. Prelude what are we doing here?
  4. 4. First setting the scene
  5. 5. Field  Service  Engineer Se#ng  the  scene
  6. 6. Cleanroom Se#ng  the  scene
  7. 7. The  Company Se#ng  the  scene
  8. 8. scoping Understand
  9. 9. A  day  in  a  life Daily  ac1vi1es  with  informa1on  need
  10. 10. Observe 360° research
  11. 11. Understand  current  situaCon What  is  good  –  what  can  be  improved
  12. 12. Point of view synthesis
  13. 13. Personalize Define  who  you  want  to  support  in  what  way
  14. 14. Meet  Chip Field  Service  Engineer  Persona
  15. 15. Ideatesolutions choose
  16. 16. Ideate Brainstorming  and  sketching
  17. 17. Prototype validate and test
  18. 18. Maintenance  Manager Entry  point  for  Field  Service  Engineers
  19. 19. Maintenance  Manager Integra1on  of  SAP  and  non  SAP  func1onality
  20. 20. Time  WriCng  applicaCon User  Experience  design
  21. 21. Implement
  22. 22. ImplementaCon? •  Ask  me  next  year  at  SAP  TechEd  2014  ;-­‐)
  23. 23. Epilogue what was Twan doing here?
  24. 24. Epilogue What were Julia and Twan doing here?
  25. 25. Key  takeaways •  •  •  •  Involve  end  users Involve  SAP Involve  all  stakeholders Collaborate  and  Co-­‐create •  Plus  …  listen  and  discuss  to  really,  really  understand  business   requirements
  26. 26. Contact  informaCon Thank  you! •  Ciber –  Principal  Technology  Officer  SAP –  Scrum  master  /  coach  SAP  projects  (2009) –  SAP  NetWeaver  soluCon  architect  (2007) •  SAP  related –  SAP  project  experience  since  1995 –  SAP  Mentor –  Blogger  on  scn.sap.com •  Web –  www.twanvandenbroek.nl –  nl.linkedin.com/in/tbroek –  twi_er.com/tbroek Tw an va nd m: en +31 t: Bro 62 ek +31 f: 9 40 735 twa +31 232 952 ww n.van. 40 232 90 90 w @tb .twan den.br 90 91 van oek roe k d e n @c bro iber. Cib ek. er N nl com Me erk ederl Pos olla and 560 tbus 8 an 15 BV ww 0 AV E 43 w.c ibe indho r.nl ven

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