Gts10 (1)

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GTS 10.0

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Gts10 (1)

  1. 1. SAPs New Global Trade ServicesUser Experience2010 and BeyondBen CeaserDirector, GRC Solution ManagementSAP Labs LLCMay 2010Session 1306
  2. 2. Safe Harbor Statement This document is intended to outline future product direction, and is not a commitment by SAP to deliver any given code or functionality. Any statements contained in this document that are not historical facts are forward-looking statements. SAP undertakes no obligation to publicly update or revise any forward-looking statements. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. The timing or release of any product described in this document remains at the sole discretion of SAP. This document is for informational purposes and may not be incorporated into a contract. Readers are cautioned not to place undue reliance on these forward-looking statements, and they should not be relied upon in making purchasing decisions.© 2010 SAP AG. All rights reserved. / Page 2
  3. 3. Agenda 1. GTS User Experience Project Overview 2. GTS 10 User Experience Technology Overview 3. User Centered Design at SAP 4. GTS 10 User Research Findings 5. The New GTS 10 User Experience 6. Benefits for GTS 10 and Beyond© 2010 SAP AG. All rights reserved. / Page 3
  4. 4. GTS 10 and Beyond User Experience Project Objectives Usability Productivity End User satisfaction Harmonization GRC 2010 Suite Business Suite Total Cost of Ownership Cheaper to extend UI Easier to personalize Collaboration© 2010 SAP AG. All rights reserved. / Page 4
  5. 5. GTS 10 User Experience Project Team SAP Product Team User Solution Experience Management Customer GTS Advisory Developement Office Key Influencers Partner SAP GTS Customers Ecosystem Consulting© 2010 SAP AG. All rights reserved. / Page 5
  6. 6. Agenda 1. GTS User Experience Project Overview 2. GTS 10 User Experience Technology Overview 3. User Centered Design at SAP 4. GTS 10 User Research Findings 5. The New GTS 10 User Experience 6. Benefits for GTS 10 and Beyond© 2010 SAP AG. All rights reserved. / Page 6
  7. 7. GTS 10 Technology Facts and Figures Platform NetWeaver 7.02 User Interface Technology New UI – WebDynpro ABAP Classic UI - Dynpro Prerequisites GTS 10+ Deployment Options Portal NWBC SAPGUI Browser© 2010 SAP AG. All rights reserved. / Page 7
  8. 8. GTS 10 NWBC and Portal Deployment Options© SAP 2007 / Page 8
  9. 9. GTS 10 User Interface Architecture© SAP 2009 / Page 9
  10. 10. Agenda 1. GTS User Experience Project Overview 2. GTS 10 User Experience Technology Overview 3. User Centered Design at SAP 4. GTS 10 User Research Findings 5. The New GTS 10 User Experience 6. Benefits for GTS 10 and Beyond© 2010 SAP AG. All rights reserved. / Page 10
  11. 11. In a Nutshell, the 4 Principles of UCD Focus on real end-users Validate requirements & designs Design, prototype, & develop products iteratively Understand & design for a holistic user experience© SAP 2009 / Page 11
  12. 12. Focus on Real End-Users Engage end users who use the product early and continuously – NOT just ”proxies” who buy the product or manage those who use it Proxies typically do not understand end users’ daily needs and pain points deeply enough to represent them Understand end users: Characteristics, e.g., backgrounds, skill levels, and responsibilities Goals Tasks and activities Typical use cases Use of other software and artifacts needed to perform their jobs Organizational and social contexts Workflows within these contexts© SAP 2009 / Page 12
  13. 13. Validate Requirements & Designs Observe, measure, and record end-users’ feedback and performance on tasks and activities throughout the product design and development lifecycle: Validate end-user profiles – Design for the right end-users! Validate end-user requirements – Build what end-users need! Validate step-by-step use cases – Provide a blueprint everyone at SAP can follow to insure that the right content is provided for the right end-users! Identify usability issues on low- to medium-fidelity prototypes and running applications – Fix issues early, before software is released! Benchmark the usability of “shipped” products with standardized usability tests – Measure how usable our products really are and strive to improve every release!© SAP 2009 / Page 13
  14. 14. Design, Prototype, & Develop Products Iteratively Design, prototype, and develop product iteratively: Create and refine scope, quality, and fidelity continuously Start with light-weight paper mockups Incrementally build up functionality and fidelity in prototypes Incorporate feedback from usability evaluations on prototypes and iterative UI designs Incorporate feedback from formative and benchmark tests of running applications into future releases© SAP 2009 / Page 14
  15. 15. Understand & Design for a Holistic User Experience In a holistic approach, we consider how people: Hear about our software Change or personalize it Order or subscribe to it Maintain it Pay for it Diagnose and report problems Set it up (install/activate) Fix problems Use it Deactivate/uninstall/dispose of it A holistic philosophy addresses different needs: Customers want our software to be: End users want our software to: Easy to install and integrate Match how they think Easy to update and maintain Support their work activities Require minimal training Provide satisfying user experiences Help productivity Perform smoothly Support workgroups Present information clearly© SAP 2009 / Page 15
  16. 16. The Five UCD Steps Determine UCD activities Plan resources, timeline, budget Understand the market and business opportunity Get an understanding of end users‘ goals, tasks, and needs Measure the usability of released product Define what you are going to build from a user’s perspective Write use cases Ensure design continuity Create UI prototypes iteratively as the system is coded Validate design ideas with end users© SAP 2009 / Page 16
  17. 17. Agenda 1. GTS User Experience Project Overview 2. GTS 10 User Experience Technology Overview 3. User Centered Design at SAP 4. GTS 10 User Research Findings 5. The New GTS 10 User Experience 6. Benefits for GTS 10 and Beyond© 2010 SAP AG. All rights reserved. / Page 17
  18. 18. GTS User Profile Users’ Job Title Term Frequency Visualization Courtesy of http://www.wordle.net/.© 2010 SAP AG. All rights reserved. / Page 18
  19. 19. User Research FindingsFindings• Too many clicks• Structure of Compliance Organizations• Escalation process• Address formatting• Evaluation of SPL blocksSurprises• Most users are not power users• “No one trained me to use that”• SPL Master© 2010 SAP AG. All rights reserved. / Page 19
  20. 20. Agenda 1. GTS User Experience Project Overview 2. GTS 10 User Experience Technology Overview 3. User Centered Design at SAP 4. GTS 10 User Research Findings 5. The New GTS 10 User Experience Information Architecture SPL Master Example SPL Exception Resolution Management Dashboards 6. Benefits for GTS 10 and Beyond© 2010 SAP AG. All rights reserved. / Page 20
  21. 21. GTS SPL Screening Information Architecture Before (GTS 8.0)© 2010 SAP AG. All rights reserved. / Page 21
  22. 22. GTS SPL Screening Information Architecture Before (GTS 8.0)© 2010 SAP AG. All rights reserved. / Page 22
  23. 23. GTS SPL Screening Information Architecture After (GTS 10) GTS 10 Global Trade Administration Service Map© 2010 SAP AG. All rights reserved. / Page 23
  24. 24. GTS SPL Screening Information Architecture After (GTS 10) GTS 10 Trade Compliance Service Map© 2010 SAP AG. All rights reserved. / Page 24
  25. 25. Agenda 1. GTS User Experience Project Overview 2. GTS 10 User Experience Technology Overview 3. User Centered Design at SAP 4. GTS 10 User Research Findings 5. The New GTS 10 User Experience Information Architecture SPL Master Example SPL Exception Resolution Management Dashboards 6. Benefits for GTS 10 and Beyond© 2010 SAP AG. All rights reserved. / Page 25
  26. 26. SPL Master Before (GTS 8.0)ObjectiveCreate, view or edit an entity on theSanctioned Party List User Research Findings 1. Users were leaving GTS to view SPL entity information in the content provider’s website even though this information was available within GTS! 2. The most important fields for the user are Name, Address and URL Issues • Key information scattered across several tabs • Name and address information obscured •Not accessible and uncomfortable for end users© 2010 SAP AG. All rights reserved. / Page 26
  27. 27. SPL Master Analysis Solution (GTS 10) Objective Create, view or edit an entity on the Sanctioned Party List Solution • Analysisof SPL Master content yielded data which dictated the frequency of field usage and the “sweet spot” for the number of name and address records to display • All key information is displayed on the first page •Separate fact sheet for SPL master display for consumption by end users© 2010 SAP AG. All rights reserved. / Page 27
  28. 28. SPL Master Fact Sheet After (GTS 10)© 2010 SAP AG. All rights reserved. / Page 28
  29. 29. Agenda 1. GTS User Experience Project Overview 2. GTS 10 User Experience Technology Overview 3. User Centered Design at SAP 4. GTS 10 User Research Findings 5. The New GTS 10 User Experience Information Architecture SPL Master Example SPL Exception Resolution Management Dashboards 6. Benefits for GTS 10 and Beyond© 2010 SAP AG. All rights reserved. / Page 29
  30. 30. What is Sanctioned Party List Screening? Is my Business Partner this bad guy? = ? GTS Blocked Business Partner Resolution© 2010 SAP AG. All rights reserved. / Page 30
  31. 31. Proposed New SPL Process Compliance User© 2010 SAP AG. All rights reserved. / Page 31
  32. 32. Proposed New SPL Process Basic User (Level 1 Review)© 2010 SAP AG. All rights reserved. / Page 32
  33. 33. Product Demonstration GTS 10 Sanctioned Party List Screening Exception Resolution Process© 2010 SAP AG. All rights reserved. / Page 33
  34. 34. Agenda 1. GTS User Experience Project Overview 2. GTS 10 User Experience Technology Overview 3. User Centered Design at SAP 4. GTS 10 User Research Findings 5. The New GTS 10 User Experience Information Architecture SPL Master Example SPL Exception Resolution Management Dashboards 6. Benefits for GTS 10 and Beyond© 2010 SAP AG. All rights reserved. / Page 34
  35. 35. Product Demonstration GTS 10 Management Information Dashboards© 2010 SAP AG. All rights reserved. / Page 35
  36. 36. Agenda 1. GTS User Experience Project Overview 2. GTS 10 User Experience Technology Overview 3. User Centered Design at SAP 4. GTS 10 User Research Findings 5. The New GTS 10 User Experience 6. Benefits for GTS 10 and Beyond© 2010 SAP AG. All rights reserved. / Page 36
  37. 37. GTS User Experience Renovation A Call to Participate GTS 10 Validation Testing Beyond Prioritization of UI Development User Research Validation Testing© 2010 SAP AG. All rights reserved. / Page 37
  38. 38. GTS User Experience Renovation Benefits Summary of Benefits for GTS 10 and Beyond Usability Simplified information architecture Increased productivity Internal and external collaboration Escalation processes with workflow Even More Compliance Case Management 2.0 More usable audit trail reports Lower Cost of Ownership Multiple deployment options Decreased training costs Easier to enhance© 2010 SAP AG. All rights reserved. / Page 38
  39. 39. Thank you!© 2010 SAP AG. All rights reserved. / Page 39
  40. 40. Contact Ben Ceaser SAP Labs LLC 3408 Hillview Ave Palo Alto, CA 94303 ben.ceaser@sap.com www.sap.com© 2010 SAP AG. All rights reserved. / Page 40
  41. 41. © 2010 SAP AG. All Rights Reserved No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. Microsoft, Windows, Excel, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation. IBM, DB2, DB2 Universal Database, System i, System i5, System p, System p5, System x, System z, System z10, System z9, z10, z9, iSeries, pSeries, xSeries, zSeries, eServer, z/VM, z/OS, i5/OS, S/390, OS/390, OS/400, AS/400, S/390 Parallel Enterprise Server, PowerVM, Power Architecture, POWER6+, POWER6, POWER5+, POWER5, POWER, OpenPower, PowerPC, BatchPipes, BladeCenter, System Storage, GPFS, HACMP, RETAIN, DB2 Connect, RACF, Redbooks, OS/2, Parallel Sysplex, MVS/ESA, AIX, Intelligent Miner, WebSphere, Netfinity, Tivoli and Informix are trademarks or registered trademarks of IBM Corporation. Linux is the registered trademark of Linus Torvalds in the U.S. and other countries. Adobe, the Adobe logo, Acrobat, PostScript, and Reader are either trademarks or registered trademarks of Adobe Systems Incorporated in the United States and/or other countries. Oracle is a registered trademark of Oracle Corporation. UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group. Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc. HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C®, World Wide Web Consortium, Massachusetts Institute of Technology. Java is a registered trademark of Sun Microsystems, Inc. JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape. SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, Clear Enterprise, SAP BusinessObjects Explorer and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and other countries. Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports, Crystal Decisions, Web Intelligence, Xcelsius, and other Business Objects products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP France in the United States and in other countries. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary. The information in this document is proprietary to SAP. No part of this document may be reproduced, copied, or transmitted in any form or for any purpose without the express prior written permission of SAP AG. This document is a preliminary version and not subject to your license agreement or any other agreement with SAP. This document contains only intended strategies, developments, and functionalities of the SAP® product and is not intended to be binding upon SAP to any particular course of business, product strategy, and/or development. Please note that this document is subject to change and may be changed by SAP at any time without notice. SAP assumes no responsibility for errors or omissions in this document. SAP does not warrant the accuracy or completeness of the information, text, graphics, links, or other items contained within this material. 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 shall have no liability for damages of any kind including without limitation direct, special, indirect, or consequential damages that may result from the use of these materials. This limitation shall not apply in cases of intent or gross negligence. The statutory liability for personal injury and defective products is not affected. SAP has no control over the information that you may access through the use of hot links contained in these materials and does not endorse your use of third-party Web pages nor provide any warranty whatsoever relating to third-party Web pages.© 2010 SAP AG. All rights reserved. / Page 41

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