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The Tip of the Iceberg
Making enterprise software which users will actually use
Yariv Zur, SAP
November 2013

Public
ERP? CRM? SCM? HCM? TLA?

Implementing Enterprise Software is more
about organizational processes than it is about
Softwar...
Enterprise Software is difficult

© 2013 SAP AG or an SAP affiliate company. All rights reserved.

Public

3
Source: Udi Waizer,
UI Origin
© 2013 SAP AG or an SAP affiliate company. All rights reserved.

Public

4
CAUSE and EFFECT

Source: Udi Waizer,
UI Origin

high
TCO

painful
maintenance

© 2013 SAP AG or an SAP affiliate company....
Winter is coming…

Mobile

Big Data

© 2013 SAP AG or an SAP affiliate company. All rights reserved.

Social

Cloud

6

6
Change

Over 40% of the companies that were at the top of the
Fortune 500 in 2000 were no longer there in 2010.
Source: Br...
Employment

Gen Y will form 75% of the workforce by 2025 and are
actively shaping corporate culture and expectations. Only...
Technology

Typical mobile users check their phone 150 times per day.
Source: Mary Meeker’s Internet Trends, 2013

© 2013 ...
Technology

By the end of 2013, there will be more mobile-connected
devices than there are people on earth.
Source: Cisco ...
Resources

The amount of time parents spend with their children continues
to go up in the US. Fathers have nearly tripled ...
Networks

The amount of data stored is doubling every 18 months.
Source: IDC, Aberdeen

© 2013 SAP AG or an SAP affiliate ...
Why does UX Matter?
Customers

$83 billion is estimated to be lost by U.S. businesses every
year due to poor customer service.
Source: Genesys...
Customers

On average, loyal customers are worth up to 10 times as
much as their first purchase.
Source: White House Offic...
The Enterprise Software silent killer

© 2013 SAP AG or an SAP affiliate company. All rights reserved.

16
The Bane of Corporate IT
are consumer apps

© 2013 SAP AG or an SAP affiliate company. All rights reserved.

17
Possible Approach
UI Evolution at SAP

© 2013 SAP AG or an SAP affiliate company. All rights reserved.

19
The Ripple Effect
Fixing this is an actually hard problem.

Imagine a screen.

Now multiply by industry.
Now multiply by c...
The SAP user experience strategy
Existing

Applications

Applications

Usage/Reach

New

NEW
© 2013 SAP AG or an SAP affil...
SAP Fiori User Experience Paradigm

Role-based

Decomposition
into taskbased
experience

Responsive

All sizes,
devices,
v...
Mobile Payment

Get
Closer
to your
Fans

Loyalty

Location Based
Services

Photo & Video
Sharing
© 2013 SAP AG or an SAP a...
Loyalty

Personaliz
e your
Shoppers’
Experience

Targeted
Recommendations

Targeted Offers

Redemption &
Payment
© 2013 SA...
Product Review &
Manuals

Make Product Fun

Interactive 3D
Instructions

Parts
Replacement

© 2013 SAP AG or an SAP affili...
Key Takeaways

1

The Enterprise software world is at the
nexus of forces – Social, Mobile, Cloud,
Big Data

2

User Exper...
Thank you

Yariv Zur
Director, Solution Management, SAP Labs Israel
Yariv.zur@sap.com
@vlvl

© 2013 SAP AG or an SAP affil...
The Tip of the Iceberg - Creating Enterprise Software which users will actually use
The Tip of the Iceberg - Creating Enterprise Software which users will actually use
The Tip of the Iceberg - Creating Enterprise Software which users will actually use
The Tip of the Iceberg - Creating Enterprise Software which users will actually use
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The Tip of the Iceberg - Creating Enterprise Software which users will actually use

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This is a presentation I gave to to Computer Science students and the IDC Herzliya School of CS.

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  • Imagine this interface in English…do you feel it will be simpler to understand then…?There is order here, iconography and UI principles are what this screen is all about but…could you get from point A to point B on your own?
  • Now here’s what “bad UI” mean:Users are frustrated working with your interfaceYou suffer from bad reputation when benchmarked against competition.You may say “oh well” but there is one thing that your customers and management care about most of all – TCO!When you need classes to teach people how to work with your software, the cost of owning your software goes up and becomes less attractive to your customers.You lose sales to competition and…well…you get the picture.Bugs on UX and bugs in code are both bad for business in the App-Store era; people may excuse a technical bug or two when the app is usable, failing on both too often might get you out of the game.
  • Main messageMobile, Big Data, Social and Cloud are four big trends that are mutually reinforcing and transformative. Speaking pointsGartner says the Nexus of Forces is transforming the way people and businesses relate to technology. As it grows and matures it will become a key differentiator of business and technology management. Strategizing on how to take advantage of the Nexus should be a top priority for companies around the world.Mobile= Currently…we have more mobile devices then toothbrushes. In few years, there will be more mobile devices then light bulbs (12 billions) and by 2020, more mobile devices then planets in the galaxy (50 billion). Of course, mobile device is not just a phone in your pocket. With Internet of Things, things like cars, buildings, ports and appliances will be on mobile networks. Big Data- The world’s people and machines have created more data in the past 5 years than ALL previous data created in the history of the world.Big data—large pools of data that can be captured, communicated, aggregated, stored, and analyzed—is now part of every sector and function of the global economy. Like other essential factors of production such as hard assets and human capital, it is increasingly the case that much of modern economic activity, innovation, and growth simply couldn’t take place without Social:If Facebook users constituted a country, it would be the world’s third largest, behind China and India. Social media is extending the disruptive impact of the digital era across a broad range of functions.Cloud – Gartner expects to see a shift toward increasing investment in SaaS. Already 84% of IT managers report that their enterprises use at least one cloud application according to a cloud computing tracking poll.
  • ResponsiveDesigned 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 adoptionEasy 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
  • With SAP Fan Experience, you can engage with fans in a personalized, 1-on-1 way, through a branded mobile application. Our apps provide a simple way to make purchases, receive rewards and participate in loyalty programs—all from fans’ mobile devices. Because of the analytics capabilities built into our app, SAP solutions offer the ability to manage fan identity and deliver rich and actionable insights in real-time, including fan preferences, location, purchase history, game attendance, and engagement.Deliver immersive content to fans throughout the dayMake ticketing, concessions and retail more convenientReward fans with innovative loyalty programs
  • Now let’s take a look at SAP Precision Retailing. It delivers unique, personalized offers to each consumer in real-time. This saves them time, money, and helps them get the products they want. SAP Precision Retailing does this by 1) bringing together content/information about the consumer, the promotions, and the in-store inventory into a real-time offer management engine and creating unique offers for each consumer; 2) delivering those offers to the consumer on a mobile app (or other digital device); and 3) tracking the click-stream of each consumer and analyzing it in order to optimize the promotions.
  • New baby arriving in 3 weeks? Building the crib today? How do you turn 124 pieces of wood, hardware and random plastic thingamabobs into a safe sleeping area for your newest addition? You could struggle with a set of printed directions that must have been written by a rocket scientist. Or, you could simply use SNAP, an iPad app that provides elegant, guided 3D step-by-step instructions. Whether you are building a crib, assembling a bike, or fixing your lawnmower, SNAP turns that dreaded Sunday project into a fun experience. Plus, if you need to replace a missing piece or access additional warranty/support info, it's just a tap away.SNAP - another mobile innovation from SAP. If you are interested in transforming your brand by providing this type of experience to your customers, please visit SAP.com.
  • Transcript of "The Tip of the Iceberg - Creating Enterprise Software which users will actually use"

    1. 1. The Tip of the Iceberg Making enterprise software which users will actually use Yariv Zur, SAP November 2013 Public
    2. 2. ERP? CRM? SCM? HCM? TLA? Implementing Enterprise Software is more about organizational processes than it is about Software. ERP – Enterprise Resource Planning CRM – Customer Relationship Management SCM – Supply Chain Management HCM – Human Capital Management TLA – Three Letter Acronym © 2013 SAP AG or an SAP affiliate company. All rights reserved. Public 2
    3. 3. Enterprise Software is difficult © 2013 SAP AG or an SAP affiliate company. All rights reserved. Public 3
    4. 4. Source: Udi Waizer, UI Origin © 2013 SAP AG or an SAP affiliate company. All rights reserved. Public 4
    5. 5. CAUSE and EFFECT Source: Udi Waizer, UI Origin high TCO painful maintenance © 2013 SAP AG or an SAP affiliate company. All rights reserved. bad reputation suicidal thoughts Public 5
    6. 6. Winter is coming… Mobile Big Data © 2013 SAP AG or an SAP affiliate company. All rights reserved. Social Cloud 6 6
    7. 7. Change Over 40% of the companies that were at the top of the Fortune 500 in 2000 were no longer there in 2010. Source: Brian Solis’ Future of Business © 2013 SAP AG or an SAP affiliate company. All rights reserved. 7
    8. 8. Employment Gen Y will form 75% of the workforce by 2025 and are actively shaping corporate culture and expectations. Only 11% define having a lot of money as a definition of success. Source: Brian Solis’ Future of Business, 2013 © 2013 SAP AG or an SAP affiliate company. All rights reserved. 8
    9. 9. Technology Typical mobile users check their phone 150 times per day. Source: Mary Meeker’s Internet Trends, 2013 © 2013 SAP AG or an SAP affiliate company. All rights reserved. 9
    10. 10. Technology By the end of 2013, there will be more mobile-connected devices than there are people on earth. Source: Cisco 2013 © 2013 SAP AG or an SAP affiliate company. All rights reserved. 10
    11. 11. Resources The amount of time parents spend with their children continues to go up in the US. Fathers have nearly tripled their time with children since 1965. Mothers’ time with children has also increased, and today’s mothers spend more time with their children than mothers did in the 1960s. Source: Pew Research Center, 2013 © 2013 SAP AG or an SAP affiliate company. All rights reserved. 11
    12. 12. Networks The amount of data stored is doubling every 18 months. Source: IDC, Aberdeen © 2013 SAP AG or an SAP affiliate company. All rights reserved. 12
    13. 13. Why does UX Matter?
    14. 14. Customers $83 billion is estimated to be lost by U.S. businesses every year due to poor customer service. Source: Genesys © 2013 SAP AG or an SAP affiliate company. All rights reserved. 14
    15. 15. Customers On average, loyal customers are worth up to 10 times as much as their first purchase. Source: White House Office of Consumer Affairs © 2013 SAP AG or an SAP affiliate company. All rights reserved. 15
    16. 16. The Enterprise Software silent killer © 2013 SAP AG or an SAP affiliate company. All rights reserved. 16
    17. 17. The Bane of Corporate IT are consumer apps © 2013 SAP AG or an SAP affiliate company. All rights reserved. 17
    18. 18. Possible Approach
    19. 19. UI Evolution at SAP © 2013 SAP AG or an SAP affiliate company. All rights reserved. 19
    20. 20. The Ripple Effect Fixing this is an actually hard problem. Imagine a screen. Now multiply by industry. Now multiply by country. Now multiply by customer. Breathe. © 2013 SAP AG or an SAP affiliate company. All rights reserved. Public 20
    21. 21. The SAP user experience strategy Existing Applications Applications Usage/Reach New NEW © 2013 SAP AG or an SAP affiliate company. All rights reserved. Top use scenarios RENEW ENABLE Public 21
    22. 22. SAP Fiori User Experience Paradigm Role-based Decomposition into taskbased experience Responsive All sizes, devices, versions, channels © 2013 SAP AG or an SAP affiliate company. All rights reserved. Simple 1-1-3 (1 user, 1 use case, 3 screens) Coherent Apps that speak the same language Instant Value Low barrier to adoption Public 22
    23. 23. Mobile Payment Get Closer to your Fans Loyalty Location Based Services Photo & Video Sharing © 2013 SAP AG or an SAP affiliate company. All rights reserved. Public 23
    24. 24. Loyalty Personaliz e your Shoppers’ Experience Targeted Recommendations Targeted Offers Redemption & Payment © 2013 SAP AG or an SAP affiliate company. All rights reserved. Public 24
    25. 25. Product Review & Manuals Make Product Fun Interactive 3D Instructions Parts Replacement © 2013 SAP AG or an SAP affiliate company. All rights reserved. Public 25
    26. 26. Key Takeaways 1 The Enterprise software world is at the nexus of forces – Social, Mobile, Cloud, Big Data 2 User Experience is critical to user adoption of enterprise software 3 The combination of the above facts mandates a new thinking of user experience by Ent. Software vendors. © 2013 SAP AG or an SAP affiliate company. All rights reserved. Public 30
    27. 27. Thank you Yariv Zur Director, Solution Management, SAP Labs Israel Yariv.zur@sap.com @vlvl © 2013 SAP AG or an SAP affiliate company. All rights reserved.
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