Design	
  Thinking	
  with	
  
Field	
  Service	
  Engineers	
  
	
  
VNSG  UX  Focus  group
12-­‐12-­‐2013
Prelude

what is Twan doing here?
Design  Thinking
From  problem  or  idea  to  prototype
First

setting the scene
Field  Service  Engineer
Se1ng  the  scene
Cleanroom
Engineer's  working  environment
The  Company
Se1ng  the  scene
scoping

Understand
A  day  in  a  life
Daily  ac=vi=es  with  informa=on  need
Observe
360° research
Understand  current  situaHon
What  is  good  –  what  can  be  improved
Point of view
synthesis
Personalize

Define  who  you  want  to  support  in  what  way
Meet  Chip
Field  Service  Engineer  Persona
Ideatesolutions
choose
Ideate

Brainstorming  and  sketching
Prototype
validate and test
Maintenance  Manager

Entry  point  for  Field  Service  Engineers
Maintenance  Manager

Integra=on  of  SAP  and  non  SAP  func=onality
Time  WriHng  applicaHon
User  Experience  design
Implement
ImplementaHon
Con=nuously  tune  development  versus  design
Epilogue

what was Twan doing here?
Key  takeaways
• 
• 
• 
• 

Involve  end  users
Involve  SAP
Involve  all  stakeholders
Collaborate  and  Co-­‐create

•  ...
Contact  informaHon
Thank  you!

•  Ciber
–  Principal  Technology  Officer  SAP
–  Scrum  master  /  coach  SAP  projects  ...
Design Thinking with Field Service Engineers (VNSG UX)
Design Thinking with Field Service Engineers (VNSG UX)
Design Thinking with Field Service Engineers (VNSG UX)
Design Thinking with Field Service Engineers (VNSG UX)
Design Thinking with Field Service Engineers (VNSG UX)
Design Thinking with Field Service Engineers (VNSG UX)
Design Thinking with Field Service Engineers (VNSG UX)
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Design Thinking with Field Service Engineers (VNSG UX)

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How do you design a user interface for a complex service management process? And how do you make sure that development still matches the design.

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Design Thinking with Field Service Engineers (VNSG UX)

  1. 1. Design  Thinking  with   Field  Service  Engineers     VNSG  UX  Focus  group 12-­‐12-­‐2013
  2. 2. Prelude what is Twan doing here?
  3. 3. Design  Thinking From  problem  or  idea  to  prototype
  4. 4. First setting the scene
  5. 5. Field  Service  Engineer Se1ng  the  scene
  6. 6. Cleanroom Engineer's  working  environment
  7. 7. The  Company Se1ng  the  scene
  8. 8. scoping Understand
  9. 9. A  day  in  a  life Daily  ac=vi=es  with  informa=on  need
  10. 10. Observe 360° research
  11. 11. Understand  current  situaHon 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 Integra=on  of  SAP  and  non  SAP  func=onality
  20. 20. Time  WriHng  applicaHon User  Experience  design
  21. 21. Implement
  22. 22. ImplementaHon Con=nuously  tune  development  versus  design
  23. 23. Epilogue what was Twan doing here?
  24. 24. Key  takeaways •  •  •  •  Involve  end  users Involve  SAP Involve  all  stakeholders Collaborate  and  Co-­‐create •  Plus  …  listen  and  discuss  to  really,  really  understand  business   requirements
  25. 25. Contact  informaHon Thank  you! •  Ciber –  Principal  Technology  Officer  SAP –  Scrum  master  /  coach  SAP  projects  (2009) –  SAP  NetWeaver  soluHon  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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