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UX directly affects your bottom line
- 1. UX Directly Impacts your Bottom Line: Intel's Strategy, Journey, and Learnings (UX126) Bala Suresh (UX Program Manager) Email: Bala.Suresh@Intel.com Twitter: @balasuresh Twitter:#ASUG
- 2. Copyright © 2015, Intel Corporation. All rights reserved. Legal Notices This presentation is for informational purposes only. INTEL MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY. Software and workloads used in performance tests may have been optimized for performance only on Intel microprocessors. Performance tests, such as SYSmark and MobileMark, are measured using specific computer systems, components, software, operations and functions. Any change to any of those factors may cause the results to vary. You should consult other information and performance tests to assist you in fully evaluating your contemplated purchases, including the performance of that product when combined with other products. For more complete information about performance and benchmark results, visit www.intel.com/benchmarks Intel and the Intel logo are trademarks of Intel Corporation in the U.S. and/or other countries. * Other names and brands may be claimed as the property of others. Copyright © 2015, Intel Corporation. All rights reserved. 2
- 3. Copyright © 2015, Intel Corporation. All rights reserved. 2015 Intel IT Vital Statistics 3 >6,065 IT employees 50 global IT sites >106,000 Intel employees1 170 Intel sites in 66 Countries 61 Data Centers (91 Data Centers in 2010) 80% of servers virtualized (42% virtualized in 2010) >119,000+ Devices 100% of laptops encrypted 100% of laptops with SSD’s >53,700 handheld devices 164 mobile applications developed Source: Information provided by Intel IT as of Jan 2015 1Total employee count does not include wholly owned subsidiaries that Intel IT does not directly support Copyright © 2015, Intel Corporation. All rights reserved.
- 4. Copyright © 2015, Intel Corporation. All rights reserved. Do you have these questions in your mind ? (“What”) • How does UX Debt affect my company’s bottom line ? • How do I get started on my UX Strategy ? • How do I measure & articulate the Biz value of UX to my stakeholders & users ? • How do I use that data to fund UX initiatives ? • What are other people’s UX wisdom that I could benefit from ? 4
- 5. Copyright © 2015, Intel Corporation. All rights reserved. User Testimonials Love the look of the screens PLEASE DON’T TAKE THIS AWAY ! 5
- 6. Copyright © 2015, Intel Corporation. All rights reserved. Agenda In the beginning…. UX debt impacts the Bottom Line Our UX Strategy Benefits Realized UX Calculators Lessons Learned Takeaways 6
- 7. Copyright © 2015, Intel Corporation. All rights reserved. In the beginning…. End User/Customer/Supplier UX IT tool functionality does not work the way I work Too many tools/apps needed to get my job done SAP & other IT tools are difficult to use Apps are not intuitive! IT Reservations/Perception about UX: • Perception that technical capability trumps usability • Does not think UX/UCD affects bottom line • Cost of New software (product, licenses…) & focus on UX reduces Capability throughput • Does not know much about UCD/UX, therefore, cannot articulate the Biz value of UX Hence, not many UX innovations, but that is changing… 7
- 8. Copyright © 2015, Intel Corporation. All rights reserved. UX Debt impacts the Bottom Line (“Why”) 8 • Lack of UX, Individual & across apps due to siloed solutions • Point solutions require users to use multiple siloed apps to accomplish their job Disconnected workplace, unable to function away from desk • Growing challenges of delivering good UX in integration design across apps (SaaS/OTS/home grown) • Customer/Supplier/End-User feedback showed there is UX debt • Potentially impacting Top Line too ! Net Result: Productivity Cost of operating Satisfaction A comprehensive User Experience Strategy was needed UX debt already exists and it is costing Biz & IT ! Annoyed Anna !
- 9. Copyright © 2015, Intel Corporation. All rights reserved. Enterprise Biz Apps UX Long Term Actions (“How”) Actions • Define & Align on UX Framework: • One Stop Shop UI • KPI driven app dashboard • Partner with Strategic Business segments • Leverage Strategic Vendor relationships to optimize UX: • Client tools convergence, roadmap influence, and standards • Drive IT Culture Change about UX 9 Strategy Approach
- 10. Copyright © 2015, Intel Corporation. All rights reserved. Gather Ideas Prioritize & Develop POCs and Pilots Showcase to User base Incorporate into Roadmap Partnering with Users to Improve User Experience (“How”) Vision and Goals: • Find ways to make SAP easier to use • Quick wins inspire more ideas • Delight the Users, but show Business value to Customers • Closer End-User engagement • Support consideration Approach: Champion the User 10
- 11. Copyright © 2015, Intel Corporation. All rights reserved. Priorities, Focus areas and Value (“How”) Focus Area Value drivers Remarks NWBC with Side Panels* Increase Productivity and Efficiency (reduced error rate) Resonated with users right away Single Sign On Increase Productivity and Efficiency SAP Personas 3.0* Productivity, Efficiency, Reduced Learning Curve Currently doing PoCs with SAP Personas 3.0 Theme Designer* Consistent look and feel Mobility POC Productivity, Efficiency, Reduced Learning Curve Usage Analytics Faster ticket resolution and Issue reduction Pre-Explore of 3rd party offerings Fiori* POCs Productivity, Accessibility Procurement and Manufacturing use cases being explored * No additional Licensing cost involved 11
- 12. Copyright © 2015, Intel Corporation. All rights reserved. A Supply Chain Business Scenario Success Story 5-7 screens to answer a customer question 1 work week lost/ user/year Cut+paste Introduces Errors Before 1 Unified UI (App mashup, context sensitive…) to answer a question Save 1 work week /user/year Cut+paste Errors Eliminated After It is about increased productivity, saving business cost ! 12 Annoyed Anna ! Happy Anna !
- 13. Copyright © 2015, Intel Corporation. All rights reserved. Articulating Business value of UX to Customers* & IT Mgmt • 500+ Users delighted! • ~13,500+ Man hours saved* (minimal investment) • New UX Focus groups established • Volunteer End-User UX champions signed up from the Business groups ! • Tracking in CIO’s Top Ten Productivity items 13 Description User base Savings (Hrs/wk) Savings (Hrs/year) ECC pilot 6 0.75 234 Warehouse Side panel rollout 60 0.33 1,040 Sales Analyst Side panel rollout 227 0.75 8,853 SCM Side panel pilot 11 1.00 572 IT as Users (75 SAs, 75 ADs) 150 0.25 1,950 Side Panels giving back 1 workweek/year for around ~330 users * Intel observed results in Intel specific environments UX Productivity Tracker* 0 hrs 12,500 hrs 25,000 hrs 2015 2014 YTD 13,500 hrs saved
- 14. Copyright © 2015, Intel Corporation. All rights reserved. UX Biz Value Calculators SAP’s UX ROI calculator: http://www.sapcampaigns.de/us/UX_Calculator/ HFI Inc.’s calculator: http://humanfactors.com/coolstuff/roi.asp 14
- 15. Copyright © 2015, Intel Corporation. All rights reserved. 15 UX Benefits Summary Users Customers IT Employees User Satisfaction (Unified UI, ease of use) Productivity: Learning curve Time per transaction Error Rate Quicker log on -- Single Sign On Cost of doing business Efficiency IT’s own Productivity improves Faster Implementations, reduced UX related Rework Faster time to market Low Risk (Users can revert to SAPGUI) Alleviate Ergonomic Issues
- 16. Copyright © 2015, Intel Corporation. All rights reserved. Lessons Learned • Make Business Value the Centerpiece of the User Experience Strategy • User Centered Design thinking and expertise is a must • Pick people with passion and assign User Experience champions • Focus groups: Engage End-users and develop a working relationship • Observe users in action and their workflow • Informed Risk-taking: Quickly Land in Production directly where it makes sense • Measure throughput before & after • Capture testimonials and lessons learned • Acknowledge and recognize IT and End-user teams for their efforts 16
- 17. Copyright © 2015, Intel Corporation. All rights reserved. Key Takeaways & Session Evaluation Feedback: Please complete a session evaluation for this session! Help us learn from this session. 17 Key Takeaways: • Develop your UX Strategy • Measure & leverage UX Biz Value • Leverage SAP/other technologies: • NWBC, SAP Screen Personas, Fiori Apps & 3rd Party apps
- 18. Copyright © 2015, Intel Corporation. All rights reserved. Getting Started & Useful links NWBC Help: http://help.sap.com/saphelp_nw73ehp1/helpdata/en/4c/5b13bf97817513e10000000a42189b/content.htm?frameset=/en/c7/e9391ee7c54728a59e5354f85c207 d/frameset.htmhttp://help.sap.com/saphelp_nw73ehp1/helpdata/en/4c/5bdc6497817511e10000000a42189b/content.htm It is possible to add Side Panels directly to Web Dynpro Applications: http://help.sap.com/saphelp_nw73ehp1/helpdata/en/54/976562e409465eb7c01b56c4b0eb6d/content.htm SAP Screen Personas 3.0: http://scn.sap.com/docs/DOC-54574#jive_content_id_SAP_Screen_Personas_30 Fiori Apps: http://scn.sap.com/docs/DOC-41598?url_id=text-search-best-best-scn-doc-41598 SCN: http://scn.sap.com/community/netweaver-business-client http://scn.sap.com/community/web-dynpro-abap/blog/2011/10/09/chips-pagebuilder-and-the-side-panel--part-1 http://scn.sap.com/community/web-dynpro-abap/blog/2011/10/17/chips-pagebuilder-and-the-side-panel--part-2 Julie Plummer blogs: http://scn.sap.com/community/netweaver-business-client/blog/2014/05/07/when-to-use-nwbc--and-when-you-really-shouldnt http://scn.sap.com/docs/DOC-34889 NWBC: Side Panels, POWLs and Web Dynpro ABAP http://scn.sap.com/docs/DOC-47968 Connecting 2 Backend Systems, Part Two: Trusted Relationship 18 NWBC/Side Panel: My Intel Colleague (Lavaughn Urbano) has a session: UX124
- 19. Copyright © 2015, Intel Corporation. All rights reserved. Sharing Intel IT Best Practices with the World Learn more about Intel IT’s Initiatives at www.intel.com/IT 19
- 20. Copyright © 2015, Intel Corporation. All rights reserved. NWBC & Side Panels 21 Ability for user to split their SAP UI and display context-sensitive info from other apps (SAP & nonSAP) on the right
- 21. Copyright © 2015, Intel Corporation. All rights reserved. NWBC Wins • Side Panels! Side Panels across systems with Parameter Passing (Single Sign On) Preexisting web based apps within Side Panels with Parameter Passing SAP Native Transactions as Side Panels URL and Web Dynpro Side Panels • Seamless direct entry to a txn via pinned Tabs • Type Ahead functionality giving visibility into the SAP Backend • Functionality is available in tabs instead of individual sessions • Clean Look and Feel – Corbu You CAN improve the SAPGUI UX 22 Over 250 Side Panels in Production
- 22. Copyright © 2015, Intel Corporation. All rights reserved. Side Panel Use Cases User base Main Screen Side Panel Description Business Users Display Order SAP txn VA03 Product Catalog URL Internal Applications accessed via URL (Parameters passed) SAP Txn: MMBE, VL03N Commonly used SAP Transaction readily available as a Side Panel Backlog Report Custom ABAP Web Dynpro Allocation Mgmt Custom ABAP Transaction on remote system Change Order SAP txn VA02 Availability Overview /Summary Custom Powerlist Custom ABAP Web Dynpro Planning Book SAP txn /SAPAPO/SDP94 Delivery Note Visibility Custom ABAP Web Dynpro on remote system ERP Availability Check Custom HTML5 application on remote system Developers, Analysts, Production Support Object Navigator SAP txn SE80 Data Browser Naming Conventions Developer Guidelines SAP Transactions URL Documentation ECC Side Panels SCM Side panels 204 27 23
- 23. Copyright © 2015, Intel Corporation. All rights reserved. NWBC Wish Lists Platform • Expand support beyond Windows & Internet Explorer • Benchmarking, Test Automation & Web-based performance improvement tools do not capture traffic within the Side Panel* • Expand some functionality to mobile devices • Usage Analytics needed direly Functionality • Allow parameter passing to Native SAP Transaction Side Panels, POWL, AWD, BSP • Analytics for Side Panel Usage • Better Side Panel management for User Menus beyond PFCG • Better Color settings for NWBC as for SAPGUI • Microsoft Office applications like XLS embedded in-place within a side panel • More granular control of Scripting Authorization Support • Improved support for Side Panel OSS Messages * Intel observed results in Intel specific environments 24
- 24. Copyright © 2015, Intel Corporation. All rights reserved. Side Panels – Development Effort Exceptionsexist,verifyfunctionality 25
- 25. Copyright © 2015, Intel Corporation. All rights reserved. SAP Screen Personas 3.0 Flavors do not touch the native SAP transaction code (Simple, Coherent, Delightful) Goal 3 Screens or less for user tasks 26 Ability for IT/endusers to totally customize/personalize a standard SAP screen - Details next slide
- 26. Copyright © 2015, Intel Corporation. All rights reserved. SAP Personas 3.0 Benefits • Simplify Transaction screens • Enhance functionality via Scripts • Scripts are based in Javascript and can call ABAP function modules • Branding • Not intended for mobility, but it may be possible • Text Replacement/update • Hiding/Rearranging Data fields • Hiding/Combining Tabs • Adding Text and Notes • Automation • Conditional formatting 27
- 27. Copyright © 2015, Intel Corporation. All rights reserved. SAP Landscape & Usage Using SAP since 1996 – R/3 2006 - ECC, SCM, SRM, CRM ERP6 EHP7 SCM EHP3, BW on HANA 28
Editor's Notes
- Hear how Intel acknowledged the business value benefits of UX and incorporated it into its IT strategy. Topics we cover include: why and how Intel developed its UX strategy, how to capture business value and productivity gains leveraging processes, biz value calculators, tools, and metrics, active user and customer engagement processes (focus and working groups), and other best practices.
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- SLIDE PURPOSE: Who Are We … we are the IT organization at Intel (IT@Intel) .. Core background information on Intel IT and our mission/goals/capabilities Key Messages: We are the IT organization Inside Intel’s Business. Our organization is large, diverse multi-national enterprise with a wide variety of operational requirements and needs Our Vision is to accelerate Intel’s quest to connect and enrich the lives of every person on Earth by the end of the decade. Our Mission is to Grow Intel’s Business through Information Technology for Intel by facilitating IT Consumerization, delivering IT efficiency and continuity through Cloud Computing, increase employee productivity through seamless connectivity and Security, provide significant business value through Business Intelligence initiatives and drive increased collaboration through Social Computing. Review some of the Information/Key Stats shown here. Size and Location: 6,334 IT employees … Supporting over 98,000 employees. Note: Intel IT only reflects the number of employees we support directly (we exclude Intel employees who support wholly owned subsidiaries) Remote Support is Vital. Data Centers and Facilities: 59 Data Centers worldwide (down from 142 in 2007) Need to confirm this data[~55,000 servers (down from 100,000 in 2007) consuming a large electrical and power/cooling load (roughly 55MW total power) Our Data Centers also support 300M email messages (per month), >2,183 Terabytes WAN traffic (per month)] and store 45 petabytes of raw storage capacity Employee / Client Technology: Support over 147K devices (note >1 per employee ratio .. This ratio is growing with support of BYO and custom technology delivery to meet business needs) >We have been 80%+ mobile PCs (laptops) as our core employee technology standard since 1997 We have been actively evaluating, enabling and supporting many companion devices for improved productivity and flexibility Need to add what we are doing with tablets - Janet >43,200 Handhelds (variety of form factors (phones/tablets) vendors, software and solutions) the majority of these devices are now EMPLOYEE OWNED Intel IT continues to embrace consumerization of IT and mobile applications are a major component of our strategy. We have delivered 57 mobile apps and counting to support new form factors. Our goal is to deliver a seamless, secure experience for our employees across a wide spectrum of devices by putting user experience first. Enabled Leadership Business Capabilities: Enable a top 25 supply chain (recognized by Gartner, previously AMR Research) . #25 in 2009, #18 in 2010, #16 in 2011, #7 in 2012 and #5 in 2013 key focus for IT innovation … delivered solid business results and competitive differentiation for Intel Additional fun facts … 100% Intel laptops support SSD and 100% are deployed with disk encryption
- There are options to improve UX based on SAPGUI We’ve explored NWBC, Personas and Fiori There are free UX Options out there that you can implement Uses Pleasantly surprised by the capability and the speed of implementation to improve UX Change background or better font/color How did we get there? Objective: Share our User Experience wins Show capabilities Key Takeaways: How you can leverage a proven approach and technologies to improve UX
- TCO – Total Cost of Ownership TTM – Time-to-Market Making it easy to use has benefits !
- - IT UX team has conducted Voice of User every year, and conducted many user research
- Improve ease of use and information finding to transition of employees to efficient knowledge workers through the use of just in time KPIs and simplified systems access and interactions Align with selected strategic vendor UI technologies – SAP Fiori Minimize UX risk of OTS solutions to reduce Intel cost Improve User Satisfaction via high usability and self service Establish a close partnerships with key business segments Embrace Open IT [on-prem, cloud, custom] via UX integration framework Focus the investment on incrementally addressing major pain points while intercepting new implementation [SaaS, HANA] with stricter UX standards and technologies Support migration and leveraging higher level of knowledge and information skills through automation. Mobile First Self service and targeting Social if we invest in doing something in a certain way, then we expect a particular result that we can measure. Put UX improvement on the forefront of application service delivery - skilled designers Addresses multiple scenarios and personas: casual and power user Leverage closed loop feedback based on real user experience Last used/personalized One or two clicks to action ? End to End workflow process ? Data quality ? Reduced cost
- We have other UX initiatives Transition Change Management Today 6-9 months to be productive
- - Customer business analyst - Before: Use multiple Uis ((SAPGUI, Portal, Bobj reports, homegrown apps…)
- Reiterate: Derive Business Value and Productivity UX and 5 Star strategies merged UX driving 5 star strategy and not the other way round
- Takeaways You CAN improve the SAPGUI UX Derive Business Value and Productivity improvements Take another look at NWBC and SAP Screen Personas
- Impact of Hana Cross Browser Support
- -Native Side Panels are limited -Even IT can benefit
- Simplify Transactions Enhance functionality via Scripts Scripts are based in Javascript and can call ABAP function modules Branding Not intended for mobility, but it may be possible