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. Today’s SAP – Any UI is Possible on any Device

6. 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

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, it’s 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
It’s not if, but what.
Slide 12

13. After all, I deployed this system.
I don’t 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. Don’t 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©
Don’t have one of these? Consider their focus.
Slide 25

26. Consider their focus.
Slide 26

27. • 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
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 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

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 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

42. Paul Kurchina Paul@Kurchina.com
Connector, Analyst, and Community Catalyst, KurMeta Group
Harold Hambrose HHambrose@electronicinc.com
CEO & Founder, Electronic Ink
Slide 42
THANK YOU