© 2014 SAP SE or an SAP affiliate company. All rights reserved.

January 2015

TheValue of User Experience

© 2014 SAP SE or an SAP affiliate company. All rights reserved.

The Value of User Experience: What is User Experience

User Experience is more than beautiful User Interfaces.

A good UX is the result of a product or a service which:

• Satisfies your users’ needs

and put them into the center of

your design decisions

• Focus on the whole process,

the ecosystem and work

environment

• Which is feasible and viable

with your given boundary

conditions.

© 2014 SAP SE or an SAP affiliate company. All rights reserved.

The Value of User Experience: Find the right focus

To ensure that you focus on really innovative solutions all ideas and features have to be validated by the following dimensions:

User Demand: You should observe and understand what the real needs of your users are

Business Viability: All ideas have to be checked if they are viable from a business perspective

Technical Feasibility: The solutions and ideas have to be technically feasible

Innovation

Sweet Spot

Technology(feasibili

Business

(viability)

Human Values(desirability)

Technology(feasibility)

Business(viability)

© 2014 SAP SE or an SAP affiliate company. All rights reserved.

Key Ingredients : Define the right team

For the ability to validate all ideas by the mentioned three focus areas, a interdisciplinary team is necessary for a great user experience.

You should work in cross functional teams during concept phases

The team members shall consisting of T-Shape individuals from different backgrounds.

A perfect team is a business matter expert, a technical architect and a designer whom could facilitate the process and act as the advocate of the user.

© 2014 SAP SE or an SAP affiliate company. All rights reserved.

Key Ingredients : User Centered Design Process

To ensure that you focus on the right requirements and ideas a modern design process shall be applied:

Discover Phase: Scoping and real end user research of the to be solutionThis ensures that you are instead of collecting requirements focus on solutions to solve the user’s needs

Design Phase: Iterative design phase where you develop first ideas, early prototypes. A visualized idea could be communicated much better than a written requirement

Deliver Phase: Develop and implement the jointly designed and agreed solution.

DISCOVER DESIGN DELIVER

Scope

360° Research

Synthesize Implement Deploy

Test

ValidateIdeate

Prototype

© 2014 SAP SE or an SAP affiliate company. All rights reserved.

Key Ingredients: The right space to foster creativity

A creative space with enough can spice up this process and unleash the creative potential of your teams.

A perfect space shall have:

Flexible furniture to adopt it easily to the projects conditions

Enough visualization capabilities such as white boards and presentation technic

Prototyping material to materialize your ideas such as post it notes, cardboard, …

People + Process + Space = Innovation

© 2014 SAP SE or an SAP affiliate company. All rights reserved.

Motivation: Why to focus on User Experience?

Design-Centric Organizations in the US have significantly more stock value over time (Source DMI 2014)

A organization which focuses on UX can significantly increase it´s productivity and decrease operational costs

An IT solution which is designed in that way will increase your users satisfaction and speed up the adoption

The focus on UX helps IT organizations to offer an innovative approach and comprehensive solutions

© 2014 SAP SE or an SAP affiliate company. All rights reserved.

The Value of UX: Monetary Benefits

Productivity

Increased productivity by focusing to the real need of the user

Training and Support Costs

Through to reduced complexity and latest UI technology the solutions are easy to use

Data Quality

Higher data quality and reduced number of manual data corrections needed

Solution Accuracy

Lower number of change requests through to tight involvement of end users and business stake holders

© 2014 SAP SE or an SAP affiliate company. All rights reserved.

The Value of UX: Non-Monetary Benefits

End User Satisfaction

Higher satisfaction through tight involvement and participation during the design process

Customer Loyalty

Your customers will more often use your services and recommend them to others

Solution Adoption

A desired solution increases the adoption and reduces unused shelf ware in your organization

Better Alignment

Close collaboration of all involved stake holders pushes the demand and manages expectations

© 2014 SAP SE or an SAP affiliate company. All rights reserved.

How to calculate the Value of UX: Monetary Savings

To understand what is in for you we created an easy to use tool the “UX Value Calculator”

Based on the experience from more than 200 projects and the feedback from our customers we created a tool for you to calculate YOUR monetary UX saving potential!

1. Access the SAP UX Value

Calculator

2. Enter your companies actuals

3. Review your annual saving potential

© 2014 SAP SE or an SAP affiliate company. All rights reserved.

How to calculate the Value of UX: Non-Monetary Savings

End User Satisfaction:The end user satisfaction of a solution can be measured via a survey by using one of the available industry standards

• SUS (System Usability Scale): http://www.measuringusability.com/sus.php

• UEQ (User Experience: Questionnaire): www.ueq-online.org

• SUMI (Software Usability Measurement Inventory): www.sumi.ucc.ie

Customer Loyalty:This helps you to identify how happy your customer are with the provided solutions it measures e.g.:• Likelihood to recommend your

products to others• Likelihood of purchasing other

products and services you offer

© 2014 SAP SE or an SAP affiliate company. All rights reserved.

How to leverage the value of UX: Next Steps

SAP has a comprehensive offering from business advisory services where we help you to calculate a real business case up to user experience design services where we help you to gain those savings by designing a custom solution.

Your roadmap for success:

1. Make yourself familiar with the value of UX

2. Apply for a UX Advisory Workshop at SAP

3. Identify a proof of concept project and gain the first benefits by leveraging our UX Design Services

4. Apply a user centered design approach for your internal projects

5. Invest into a center of excellence for UX for a sustainable growth

© 2014 SAP SE. All rights reserved. 13

Thank You

experience.sap.com