Increasingly, IT organizations around the world are realizing that being successful requires more than an efficient software implementation: they need to understand the end users. Learn about the business value that can be achieved with great user experience. The session will reference some customer examples from SAP's UX design services team and how customers started to build UX capabilities in their organizations.

1. Andreas Hauser – Global Head of Design and Co-Innovation Center
July 2014
Creating Greater Business Value by
Engaging with your End Users

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Disclaimer
This presentation outlines our general product direction and should not be relied on inmakinga purchasedecision. This presentation is not subject to yourlicense
agreement or any other agreement with SAP. SAP has noobligation to pursueanycourseof business outlined in this presentation orto develop or release any
functionalitymentioned inthis presentation. This presentation and SAP's strategy and possible futuredevelopments aresubject to changeand may be changedby
SAP at anytime for anyreason without notice. Thisdocument is provided without a warranty of anykind,either express or implied, includingbut not limited to, the
implied warranties of merchantability, fitness for a particular purpose, or non-infringement.SAP assumes no responsibility for errors or omissions in this document,
except if such damages were caused by SAP intentionallyor grossly negligent.

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Consumer user experience is the new standard for
enterprise applications …
The World is Changing

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Design Innovation – Mistake #1 Over-Engineering
Technology
(feasibility)
Business
(viability)
Human Values
(desirability)

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Design Innovation – Mistake #2 Golden Unicorns
Technology
(feasibility)
Business
(viability)
Human Values
(desirability)

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Design Innovation – Mistake #3 In Vogue
Technology
(feasibility)
Business
(viability)
Human Values
(desirability)

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Technology
(feasibility)
Business
(viability)
DESIGN
INNOVATION
Human Values
(desirability)
How to achieve Design Innovation?

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UX impacts Business Value
Gain productivity
Increase user adoption
Decrease user errors
Save training costs
GreatUserExperience
http://www.sapcampaigns.de/us/UX_Calculator/

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Topuse
scenarios
Core use
scenarios Specific customervalue
usescenarios
The SAP User Experience Strategy
Existing Applications
RENEW ENABLE
SAP
Fiori
Renovation Enablement Tools
(e.g.SAPScreenPersonas)
NEW
NewApplications
Usage/Reach
UX DESIGN SERVICES

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UX Design Services
What we learned

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Technology
(feasibility)
Business
(viability)
IT organizations
are missing
design skillsHuman Values
(desirability)
Observations from 200+ customer engagements

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Requireddesign skills
• User Research
User Interviews, Observation, User testing
• InteractionDesign
Screen flows,Low & high-fidelity mock-ups,
Designspecifications
• Visual Design
Branding, Visuallanguage(e.g.color,typography, logo)
• Design Thinking
Coaching,Moderation,Storyboarding
©2014 SAP SEor anSAP affiliatecompany. Allrightsreserved.

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Design is a Process

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Lessons Learned from 200+ customer engagements
It is a change
process –
methodology and
mindset

15. © 2014 SAP SE. All rights reserved. 16PublicEngage with REAL Users!

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The Way to a Customer UX Strategy
Company Strategy
IT Strategy
SAP/UX Strategy
Knowledge & Learn Discover & Plan Realise & Measure
System Data
User Data
Support Data
UX Value Calculator
Prioritised
Scenarios
A …
B …
C…
Ongoing User
Engagements
Design Deliver
Customer UX
Strategy
Proof of Concept
Pilot / Pathfinder
Validate UX Strategy

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Customer UX Maturity
UXMaturity
Time
INNOVATE
EMPOWER
REALIZE
Independent
scale
Set-up
UX CoE
Pilot /
Pathfinder
PoC
Engagement SAP

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UX Center of Excellence Goals
Goals:
 Establishdesign ascompetitiveadvantage
 Influenceorganizationsandprocessesto includedesign methods
 Establishdesign skills &drivedesign mindsetthroughoutorganization
 Providetoolsandinfrastructure
People
Process Tools
UX
CoE

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UX Design Service
Portfolio
What is available

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DESIGN SERVICES
UXStrategy
UXValueFramework
UXRoadmap
UI Technology
ADVISE
DESIGN THINKINGpowered by
SAP’s UX Design ServicesOffering
Overview
INNOVATE
Discover areaof innovation
Designinnovative solution
Developcustomersolution
EMPOWER
UX Centerof Excellence
DT/DesignMethods
UI TechnologyTraining
REALIZE
Implementand adapt standardSolution
UXAdoption Kitfor Fiori and ScreenPersonas
OptimizeexistingSolution
DESIGNSERVICES

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SAP UX Adoption Service Kits for Fiori and Screen Personas
Define Roadmap for
SAP Fiori and Screen
Personas
UserExperienceAdoption
Deploy foundation
and bring live first
SAP Fiori apps and
Screen Personas
Screen flows
1 - 2 weeks 9 – 10 weeks 4 – 5 weeks
Deploy additional
SAP Fiori apps and
Screen Personas
Screen flows
ADVISORY Service Kit
LAUNCH Service Kits
ACCELERATE Service Kits

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UX Design Services
How do we work?

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How We Work
Discover Design Deliver

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OnsiteResearch
Observe andInterview
Synthesize& Ideate
Workshop
Discover Design Deliver

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OnsiteResearch
Observe andInterview
Synthesize& Ideate
Workshop
Discover Design Deliver

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Interaction Design
Define information architecture and
flow
Wireframes
Create low-fidelity Wireframes
Discover Design Deliver

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Interaction Design
Define information architecture
Wireframes
Create low-fidelity
wireframes
Discover Design Deliver

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Visual Design
Create emotional appeal
Develop Solution
Implement/Adapt/Develop
Discover Design Deliver

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Visual Design
Create emotional appeal
Develop Solution
Implement/Adapt/Develop
Discover Design Deliver

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Customer Examples
Use Cases

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BEFORE
AFTER
Showcase: Financial Dashboard
Service: UXdriven ProductivityOptimization
© 2014 SAP SE or an SAP affiliate company. All rights reserved.

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Showcase: SAP Screen Personas at Shell (POC)
Service: SAPScreenPersonas RDS
7 screens
3 screens
~45
Clicks
~ 26
Clicks
BEFORE
AFTER
© 2014 SAP SE or an SAP affiliate company. All rights reserved.

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Showcase: SAP Screen Personas at Nestlé (POC)
Service: SAPScreenPersonas RDS
BEFORE
AFTER
© 2014 SAP SE or an SAP affiliate company. All rights reserved.

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Showcase: Purchase Requisition Approval at Valero
Service: SAPFiori AppsRDS
BEFORE
AFTER

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Showcase: Real Estate Cockpit at Siemens
Service: Proof-of-Conceptfor UserExperience
© 2014 SAP SE or an SAP affiliate company. All rights reserved.

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Showcase: Sales PerformanceStatistics on HANA
Service: Designservice for User Experience
© 2014 SAP SE or an SAP affiliate company. All rights reserved.

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Showcase: SAP HANAHealth at NCT Heidelberg
Service: Designservice for User Experience
© 2014 SAP SE or an SAP affiliate company. All rights reserved.

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Design Thinking
with SAP

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People + Process + Space = Innovation

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Interdisciplinary Team
Technology
(feasibility)
Business
(viability)
Human Values
(desirability)

42. Design is a Process

43. Flexible Space

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Heidelberg

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1. UX Impacts Business Value
2. Build your customer UX strategy
3. Engage with REAL end users
Key Points To Take Home

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Watch a recording of this presentation
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Mailus at designservices@sap.com
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