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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

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

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

  • 1. 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

2. 2013 SAP AG or an SAP affiliate company. All rights reserved. 2 3. Gold Coast - Australia 4. User Experience : One Size Does not Fit All 5. Todays SAP Any UI is Possible on any Device 6. Look Who Drives Business Process Applications Software Key Performance Indicators Sample Performance KPIs 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 7. Seating ChartUser Experience Driving in a Model T with a Ferrari Engine 8. [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 9. Slide 9 10. Slide 10 11. After 30 years, its no longer a matter of if but what. Refresh, renew, reimagine. Slide 11 12. 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 Its not if, but what. Slide 12 13. After all, I deployed this system. I dont want to upset any apple carts. Slide 13 14. 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. Dont react. Think surgery not demolition. Slide 14 15. Observational inquiry. Take to the field. Slide 15 16. Observational Inquiry Slide 16 Not what they are doing, but why they are doing it. Preferred to asking, What do you want? 17. Why? Slide 17 Not what they are doing, but why they are doing it. This is easy 18. Unexpected opportunities Discoveries Slide 18 19. Unexpected Opportunities Slide 19 Follow the business process 20. Unexpected Opportunities Slide 20 Open-plan workplace behavior defeated by system behavior 21. Unexpected Opportunities Slide 21 I never understood what that meant 22. They have the words you need Slide 22 The trick is getting them. 23. Do I need to hire a designer? Slide 23 24. Slide 24 25. Business Analyst : Procedural Truth Developer : Mechanical Truth Designer : Human Truth Dont have one of these? Consider their focus. Slide 25 26. Consider their focus. Slide 26 27. What design is and isnt. Problem Definition not a taste making Communication not a stylist Model building / solution definition / risk management Who is a designer and who isnt. Some say we all have the capacity to be designers Collaborator, listener, observer Business analyst may be too unlikely to challenge assumptions and convention. Technologistmay be too challenging to shake the limitations of the materials. Design & Designers Slide 27 28. 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 Slide 28 29. Driving procedural & technological change Through the lens of human capital Slide 29 30. 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 SAPs design directions when building new SAP applications experience.sap.com Follow SAPs 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 31. 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 32. 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 33. 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 FioriSAP Personas SAPGUI (on ITS) SAPUI5 on NW Gateway 34. Consumer-grade UX On Multiple Channels Fiori: A radically new experience on all devices Responsive Design 35. Suite Renovation HCM Personnel ActionsHCM Entry Page via SAPUI5 in NWBC Desktop HCM Admin via Floorplan Manager in HCM 36. SAP Personas A WYSIWYG Simplification Approach Before After 37. FK01 Create a Vendor Transaction (Traditional) 8 Different Screens with numerous codes 1. 2. 3. 4. 38. FK01 Create a Vendor Transaction (Traditional) 8 Different Screens with numerous codes 5. 6. 7. 8. 39. Improved FK01 Create a Vendor with Personas 8 Screens condensed into 1, Codes replaced by drop downs and radio buttons 40. (take-aways) For immediate consideration. Slide 40 41. The system you own may be the system you need. In the UI, technology isnt 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. Dont repeat the past. For immediate consideration. Slide 41 42. Paul Kurchina [email protected] Connector, Analyst, and Community Catalyst, KurMeta Group Harold Hambrose [email protected] CEO & Founder, Electronic Ink Slide 42 THANK YOU