Changing the game of user experience — refresh, renew, reimagine

A collaboration of:

Changing the Game of User Experience

Refresh, Renew, Reimagine

Paul Kurchina

Connector, Analyst, and Community Catalyst, KurMeta Group

Harold Hambrose

CEO & Founder, Electronic Ink

© 2013 SAP AG or an SAP affiliate company. All rights reserved. 2

Gold Coast - Australia

User Experience : One Size Does not Fit All

Today’s SAP – Any UI is Possible on any Device

Look Who Drives Business Process

Applications Software

Key Performance Indicators

Sample Performance KPI’s Order Fulfillment Turnaround Procurement Lead Time Manufacturing Costs as % of Price

Profit & Loss/Client Loyalty

Driver Competency

Order

Fulfillment

Procurement Production

Major Business

Processes

Features

User Experience

Driving Business Processes

Seating Chart User Experience – “ Driving in a Model T with a

Ferrari Engine “

“[Those] who are familiar with wildly popular websites such as Amazon and e-Bay will certainly have noticed that no training whatsoever

is required at those sites. Why? Because of a very high degree of usability. I have yet to hear of an Amazon super user network.”

http://sapsearchlight.blogspot.com/

Cut to the Chase with Usability

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After 30 years, it’s no longer a matter of if but what.

Refresh, renew, reimagine.

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• Innovation no longer = computerization

Last 30 years of innovation defined by the computerization of business

Process and technology led – build it and they will come (do what we need)

• Anything is possible, now what?

The answer isn't in the technology, but what you do with it

Define direction, then define a strategy

• Relax, the software you already own may be a fine.

The UX is pliable – and ripe with opportunity

• Missed opportunities are still there for the taking

Configuration and setup: recall how this was done

It’s not if, but what.

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After all, I deployed this system.

I don’t want to upset any apple carts.

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• Different types of surgery for different reasons, with

different effects

SAP Screen Personas – think ”Lifestyle Lift”

Enterprise mobile – think “open heart surgery” or “psychotherapy”

Avoid complications: Borrow from reputable sources and contexts.

Go easy - think “homeopathic”

• Diagnosis is the first and most important step

Observe, listen, understand. Don’t react.

Think surgery – not demolition.

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Observational inquiry.

Take to the field.

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Observational Inquiry

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Not what they are doing, but why they are doing it.

Preferred to asking, “What do you want?”

Why?

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Not what they are doing, but why they are doing it.

“This is easy…”

Unexpected opportunities

Discoveries

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Unexpected Opportunities

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Follow the business process

Unexpected Opportunities

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Open-plan workplace behavior defeated by system behavior

Unexpected Opportunities

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“I never understood what that meant…”

They have the words you need

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The trick is getting them.

Do I need to hire a designer?

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• Business Analyst : Procedural Truth ©

• Developer : Mechanical Truth©

• Designer : Human Truth©

Don’t have one of these? Consider their focus.

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Consider their focus.

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• What design is… and isn’t.

Problem Definition – not a taste making

Communication – not a stylist

Model building / solution definition / risk management

• Who is a designer… and who isn’t.

Some say we all have the capacity to be designers

Collaborator, listener, observer

Business analyst… may be too unlikely to challenge assumptions and convention.

Technologist…may be too challenging to shake the limitations of the materials.

Design & Designers

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• Who.

A person(s) capable of asking, “Why are we doing this, and how do we know we

should?”

Can appreciate the concerns and challenges of business and technology.

Is ultimately true to the human audience of any strategies or tactics.

Knows the difference between tool and technique.

• What.

Leads application of human-centered thought and practice.

An organization that recognizes the value of design.

• Where.

Within IT? Within the business? In between?

Design Center of Excellence

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Driving procedural & technological change

Through the lens of human capital

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SAP Recommendations for Customers

1. UNDERSTAND SAP User Experience Strategy

2. DEFINE and EXECUTE Customer UX Strategy • Identify your UX pain points and areas of high business value

• Investigate which NEW and RENEWED applications are available

• SAP Business Suite Road Map for User Experience

• www.sapsolutionbrowser.com

• www.sapimprovementfinder.com

• Evaluate ENABLING tools

• Follow SAP’s design directions when building new SAP applications

• experience.sap.com

• Follow SAP’s user interface technology strategy

• Use Floorplan Manager and SAP UI5 for building new applications

• Use NetWeaver Business Client and the Portal as UI client

3. LEVERAGE Design Services

UX Improvement Strategy A Joint Effort between SAP and Customers

Fiori

Suite Renovation DIY Enablement: SAP Personas

Best Practice Enablement: UX Services

RENEW ENABLE (DIY) NEW

Making Informed Design Decisions – SAP Context

GATEWAY Context of Use

Users

Needs

User

Requirements

User

Stories

Requirements

Models

CapabilityContent

Channel

Business

Application

?

Vishal Sikka 2010. "Timeless Software"

Inform

Fit-to-Purpose Solution

Understanding User Needs

and Work Practices

App

Design

Building Fit-to-Purpose Solutions (examples)

Enable (blue-collar) worker to perform self-service tasks

Supporting knowledge-intensive tasks that are core for users

Supporting knowledge worker with ring activities (non-core)

Well defined tasks

Limited set of options

Pre-defined default values

Information-intensive

Optimized interaction

Rich-visualization

Single purpose

Zero training

Light-version

Fiori SAP Personas

SAPGUI (on ITS) SAPUI5 on NW Gateway

Consumer-grade UX On Multiple Channels

Fiori: A radically new experience on all devices

Responsive Design

Suite Renovation

HCM Personnel Actions

HCM Entry Page via SAPUI5 in NWBC Desktop HCM Admin via Floorplan Manager in HCM

SAP Personas – A WYSIWYG Simplification Approach

Before After

FK01 – Create a Vendor Transaction (Traditional) 8 Different Screens with numerous codes

1. 2.

3. 4.

FK01 – Create a Vendor Transaction (Traditional) 8 Different Screens with numerous codes

5. 6.

7. 8.

Improved FK01 – Create a Vendor with Personas 8 Screens condensed into 1, Codes replaced by drop downs and radio buttons

(take-aways)

For immediate consideration.

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• The system you own may be the system you need.

• In the UI, technology isn’t the challenge

• Informed modification (large and small) may make all the

difference.

• Business Requirement never equated to User

Requirements. They never will.

• Design holds great promise. Think Human Truth.

• Don’t repeat the past.

For immediate consideration.

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Paul Kurchina Paul@Kurchina.com

Connector, Analyst, and Community Catalyst, KurMeta Group

Harold Hambrose HHambrose@electronicinc.com

CEO & Founder, Electronic Ink

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THANK YOU