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
Slide 9
After 30 years, it’s no longer a matter of if but what.
Refresh, renew, reimagine.
Slide 11
• 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.
Slide 13
• 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?
Slide 17
Not what they are doing, but why they are doing it.
“This is easy…”
Unexpected opportunities
Discoveries
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Unexpected Opportunities
Slide 19
Follow the business process
Unexpected Opportunities
Slide 20
Open-plan workplace behavior defeated by system behavior
Unexpected Opportunities
Slide 21
“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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Slide 24
• Business Analyst : Procedural Truth ©
• Developer : Mechanical Truth©
• Designer : Human Truth©
Don’t have one of these? Consider their focus.
Slide 25
Consider their focus.
Slide 26
• 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
Slide 29
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.
Slide 40
• 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.
Slide 41
Paul Kurchina [email protected]
Connector, Analyst, and Community Catalyst, KurMeta Group
Harold Hambrose [email protected]
CEO & Founder, Electronic Ink
Slide 42
THANK YOU
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