Gts10 (1)

SAP's New Global Trade Services
User Experience
2010 and Beyond

Ben Ceaser
Director, GRC Solution Management
SAP Labs LLC
May 2010

Session 1306

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

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


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


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


Agenda







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


GTS 10
NWBC and Portal Deployment Options

© SAP 2007 / Page 8

GTS 10 User Interface Architecture

© SAP 2009 / Page 9

Agenda







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

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

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

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

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

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

Agenda







GTS User Profile
Users’ Job Title Term Frequency Visualization

Courtesy of http://www.wordle.net/.


User Research Findings

Findings

• Too many clicks

• Structure of Compliance Organizations

• Escalation process

• Address formatting

• Evaluation of SPL blocks

Surprises

• Most users are not power users

• “No one trained me to use that”

• SPL Master


Agenda




Information Architecture
SPL Master Example
SPL Exception Resolution
Management Dashboards



GTS SPL Screening Information Architecture
Before (GTS 8.0)


Before (GTS 8.0)


After (GTS 10)
GTS 10 Global Trade Administration Service Map


After (GTS 10)
GTS 10 Trade Compliance Service Map


Agenda




SPL Master Example



SPL Master
Before (GTS 8.0)
Objective
Create, view or edit an entity on the
Sanctioned 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


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


SPL Master Fact Sheet
After (GTS 10)


Agenda




SPL Master Example



What is Sanctioned Party List Screening?

Is my Business Partner this bad guy?

= ?
GTS Blocked Business Partner Resolution


Proposed New SPL Process
Compliance User


Proposed New SPL Process
Basic User (Level 1 Review)


Product Demonstration

GTS 10 Sanctioned Party List Screening Exception
Resolution Process


Agenda




SPL Master Example



Product Demonstration

GTS 10 Management Information Dashboards


Agenda







GTS User Experience Renovation
A Call to Participate

GTS 10
Validation
Testing

Beyond
Prioritization of UI Development
User Research
Validation
Testing


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


Thank you!


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

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.

Gts10 (1)

More Related Content

What's hot

Viewers also liked

Similar to Gts10 (1)

Recently uploaded

Gts10 (1)