The way people perceive and work with software has dramatically changed over the last few year. A good user experience is no longer optional, but rather an expectation and potentially a competitive advantage for those that leverage it. At SAP, the Design & Co-Innovation Center works closely with customers to improve their existing software investments as well a craft new software solutions. In the last year we recognized the fact that – beyond simply building better software – it is vital that we also support our customers in establishing design practices within their own organizations. The combination between flexible & well designed enterprise software and design driven customer environments is a potent way to create engaging experiences for back office users. In our talk we will share our experience and give both examples and insights on how to move user experience to the next level within various organizations.

1. Marion Fröhlich, marion.froehlich@sap.com
Tobias Haug, tobias.haug@sap.com
WITH SAP’S CUSTOMERS
DESIGN & CO-INNOVATION

2. 2© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
WHO ARE WE

3. 3© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
WHO ARE WE

4. 4© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
A LITTLE BACKGOUND
© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.

5. 5© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
A developer needs to be
curious and also develop
empathy for end users.
Hasso Plattner
© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.

6. 6© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
WHERE WE ARE NOW
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7. 7© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
A global team of designers,
strategic consultants and
project managers
63+PEOPLE
23LANGUAGES
20INDUSTRIES
7
SAP DESIGN AND CO-INNOVATION CENTER

8. 8© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
We help our customers to transform business
into more delightful and effective experiences
WHAT WE DO
© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.

9. 9© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
WHERE WE WORK
The AppHaus concept is inspired by the Bauhaus
movement, which represents different disciplines
working together in one building.
© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.

10. 10© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
ENTERPRISE UX
© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.

11. 11© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
today

12. 12© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
Technology tools we
use in our personal life
are more efficient and
productive than those
used in our work life.
ENTERPRISE UX
© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.

13. 13© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
expectations

14. 14© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
DESIGN VALUE INDEX

15. 15© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
business
requirement

16. 17© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
DESIGN AND THE ENTERPRISE EXPERIENCE
Illustration by Mauro Rego

17. 18© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
DESIGN AND THE ENTERPRISE EXPERIENCE
Currently many companies
do not apply design
practices to the back-office
Outside
Front-office
Consumer
Inside
Back-office
Enterprise

18. 19© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
Separate
Design as
external
resource
Peripheral
Design as
part of the
organization
Central
Design at the
core of the
organization
Integrated
Design
integral to all
aspects of the
organization
DESIGN AND THE ENTERPRISE EXPERIENCE
Based on the model of S. Junginger (2012)
When design is fully
integrated and also applied
to back-office experiences

19. 20© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
how?

20. 21© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
humanize
1

21. 22© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
PLEASURABLE
USABLE
RELIABLE
FUNCTIONAL
© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved. Designing for Emotion, Aaron Walter (2011)

22. 23© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
empower
2

23. 24© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
HOW TO MOVE ENTERPRISE UX TO THE NEXT LEVEL?
Build better
experiences
Empower
customers
© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.

24. 25© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
empower
© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.

25. 26© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
User Experience Center of Excellence
SAP
Design Services

26. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 27
ORGANIZATION & PROCESS
PEOPLE & CULTURE
INFRASTRUCTURE
DESIGN SERVICE - UXCOE
© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.

27. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 28
1 Unrecognized
UX is “not important”
2 Interested
UX is important but receives little funding
3 Invested
UX is very important and formalized programs emerge
4 Committed
UX is critical and executives are actively involved
5 Engaged
UX is one of the core tenets of strategy
6 Embedded
UX is in the fabric of organization
UX MATURITY MODEL
© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved. Renato Feijo, http://johnnyholland.org/2010/04/planning-your-ux-strategy/

28. 29© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved. M. C. Escher: http://www.panoptikum.net/m-c-escher/

29. 30© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
What does design
mean for you?
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30. 31© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
CONTEXT
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31. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 32
CONTEXT – UX FLAVORS
Awareness
Leporello
Session
2hrs 1-3 yrs
Experience
& Concepts
Hands-on
Workshop
Showcase
& Buy-In
Focus
Project
Roadmap to
integrate UX
Customized
UX Guide
Customized
creative
office space
AppHaus
Franchising
Organizational
change on all
levels
Consulting
project
© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.

32. 33© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
Our Journey
© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.

33. 34© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
It is never too late to do the basics.
Lead by example. It’s effective.
Be one team. Really.
Design iterations.
Processes, protect us from what
we want.
#1
#2
#3
#4
#5
OUR JOURNEY
© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.

34. 35© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
It’s a journey,
not a destination
#1
OUR JOURNEY
© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.

35. 36© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
Think globally,
act locally
#2
OUR JOURNEY
© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.

36. 37© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
Be prepared to
provide data
#3
OUR JOURNEY
© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.

37. 38© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
Don’t forget to
“messy middle”
#4
OUR JOURNEY
© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.

38. 39© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
We design with customers
not for customers.
#5
OUR JOURNEY
© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.

39. 40© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
It’s a journey, not a destination
Think globally, act locally
Be prepared to provided data
Don’t forget to “messy middle”
We design with customers not
for customers.
#1
#2
#3
#4
#5
OUR JOURNEY
© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.

40. 41© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
ENTERPRISE UX - VALUE
© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.

41. 42© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
At the end of the day people
won’t remember what you
said or did, they will
remember how you made
them feel.
MAYA ANGELOU
ENTERPRISE UX - VALUE
© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.

42. 43© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
Marion Fröhlich, marion.froehlich@sap.com
Tobias Haug, tobias.haug@sap.com