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How do you design a user interface for a complex service management process? And how do you make sure that development still matches the design.
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Design Thinking with Field Service Engineers VNSG UX Focus group 12-‐12-‐2013
Prelude
what is Twan doing here?
Design Thinking From problem or idea to prototype
First
setting the scene
Field Service Engineer Se1ng the scene
Cleanroom Engineer's working environment
The Company Se1ng the scene
Understand scoping
A day in a life Daily ac=vi=es with informa=on need
Observe 360° research
Understand current situaHon What is good – what can be improved
Point of view synthesis
Personalize Define who you want to support in what way
Meet Chip Field Service Engineer Persona
Ideate choose solutions
Ideate Brainstorming and sketching
Prototype validate and test
Maintenance Manager Entry point for Field Service Engineers
Maintenance Manager Integra=on of SAP and non SAP func=onality
Time WriHng applicaHon User Experience design
Implement
ImplementaHon Con=nuously tune development versus design
Epilogue
what was Twan doing here?
Key takeaways
• Involve end users • Involve SAP • Involve all stakeholders • Collaborate and Co-‐create
• Plus … listen and discuss to really, really understand business requirements
Contact informaHon
• Ciber – Principal Technology Officer SAP – Scrum master / coach SAP projects (2009) – SAP NetWeaver soluHon architect (2007)
• SAP related – SAP project experience since 1995 – SAP Mentor – Blogger on scn.sap.com
• Web – www.twanvandenbroek.nl – nl.linkedin.com/in/tbroek – twi`er.com/tbroek
Thank you!
Twan van den Broek
m: +31 6 29 735 952
t: +31 40 232 90 90
f: +31 40 232 90 91
www.twanvandenbroek.nl
@tbroekCiber Nederland BV
Meerkollaan 15Postbus 843
5600 AV Eindhoven
www.ciber.nl