Design projects with customers are usually adventures with many unforeseen events. Undeniably, this aspect of unpredictability intrigues designers and adds to the attractiveness of customer projects. Engaging in foreign countries and cultures increases even more the chance of surprises. This presentation tells the story of 4 Designers from Germany, working at the SAP Design & Co-Innovation Center, who accepted the challenge to engage in a UX research and design project at a bank in Moscow. Presented at the UXCamp Europe 2014 in Berlin (http://www.uxcampeurope.org)

1. From Russia with UX
Matthias Langholz

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Design & Co-Innovation Center
We are a team of 63 designers, strategists and
product managers based in
• Germany (Heidelberg, Berlin)
• USA (Palo Alto)
We humanize software experience
through design

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What we do
We offer SAP Design Services:
- Advise customers how to translate the
SAP UX strategy to their business
- Optimize UX of existing SAP software on
customer systems
- Enable our customers to introduce UX
to their development process and
organisation
- Co-innovate together with customers
and design new solutions

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How we do it
Powered by Design Thinking

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The project
Initial situation at our customer (Bank in Moscow)
Many employees do not use SAP system due to bad user
experience and further rollout of SAP has been stopped.
In executive meetings of the bank and SAP AG it was
decided to jointly find a way to improve user experience

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Our mission
Analyze current state and
improve UX for the following processes:
Ÿ Target Setting
Ÿ Performance Evaluation
Ÿ Compensation Management
Ÿ Internal Shopping Cart
Team:
1 User Researcher
1 Interaction Designer
1 Visual Designer
1 Project Manager

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What we did
10 Days in Moscow on site

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Survey

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10 End-User Interviews
“You are not like SAP –
I actually like you, you are
nice.”
HR Manager

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Ideation Sessions with 15 Key Users and IT Managers
“Give them 2 years and they will
get use to it.”
Bank IT Manager
about Users and Usability Issues
“If I would have suggested to
work like this, they wouldn’t
have done it.”
Russian SAP Consultant
about Design Thinking

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Culture & Language

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What we found out
Could you
please fix our
UI issues?
UX

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What we found out
Bad
Performance
Deactivated
Notifications
Lack of
automation
Micro
Management
Problems with
Roles & Rights
Data
Loss
Complex
Business
Process
UX

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Final Delivery
SAP UX Strategy
Analysis of Identified Problems
Suggested Improved Processes
Guiding Principles
Technology Recommendations
Cost/Benefit Analysis
Screen Samples

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What we achieved
Based on the insights derived from our
research we enabled the Account team to
understand the customer’s needs and
problems.
We delivered grounded recommendations
on how to improve their UX and on
reasonable next steps.

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Learnings
Even if UI Design has
been requested in the
beginning, the outcome
of a project doesn’t have
to be necessarily screens
Time on site with real
end-users is essential for
our work (UX design)
Speaking different
languages and relying on
translators is difficult but
can be dealt with
Being the foreigner can
also come with
advantages when being
on a UX mission

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matthias.langholz@sap.com
@mattlangholz
Matthias Langholz
is a Designer and has worked with
customers in many different countries
across Europe.
His focus areas are Interaction Design
and Design Thinking.
experience.sap.com/designservices
@SAP_designs

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