From Perceptions to Data-Driven Decisions with SAP UEM by Knoa

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March 1, 2016

User Experience Management: From Feelings and Perceptions to Data-Driven Decisions

• Understand your users, what is really creating the users “pain”

• It’s not the Application, start focusing on the true problem

• Improving the User Experience through data

What to expect from this session:

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Simplify My Screens

Streamline my business processes

Make SAP faster

Reduce Training requirements for

my users

Help me run my business better

Can You Silence The “Noise”?


The User’s Problems

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of errors happen multiple times before they are reported98%of IT help desk call time is about finding missing information90%of system and application errors are never reported75%of service level agreements fail to allocate user error70%of upgrades and roll-outs cause business disruption60%of application functionality is not used50-60%of training is delivered to the wrong need45%of performance problems are caused by user behavior30%of reported performance problems are not real25%of problems are user versus system? Do you know?? %


Who Benefits from this Information?

IT Service Desk & Functional Support

• Reduction in MTTR to Diagnose and Resolve Problems

• Pro-Active Support• Increased Customer

Satisfaction• Increased productivity

Call capture1st level2nd & 3rd levelCenter of Excellence

Application Support

• Change management• Validate SLA• Rapid diagnosis,

Prioritization, Resolution• Application

Rationalization

Customized AppsCRMERPFinancials

Training & Education

• Target Training• Optimize Training

Delivery• Measure Training

Effectiveness Over Time

ERPFinance/HRCRM

Line of Business

• Application adoption• Productivity gains• User satisfaction • Compliance• Best practice optimization

FinanceHCMSales & ServiceMarketing


KNOACLOUD

S/4HANAFIORI

Knoa’s user analytics can help customers with their SAP migration projects

S/4Hana: FinanceLogisticsMarketingetc…

Cloud Migrations(e.g. SuccessFactors)

Build new Fioriapplications


Prepare for Migration

Design/Build/Deploy

Ongoing Support & Enhancements

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Identify adoption gaps Monitor performance Quantify improvements Detect emerging issues

Discover Persona Profiles Identify actual business

workflows (UX Journey) Uncover issues with current

processes (Pain Points)

Assess pain points and inefficiencies Establish user-centric success criteria Define top migration scenarios

Data Driven decisions throughout the migration journey


SAP UEM by KnoaEditions

On-premiseUser & application performance metrics for SAP solutions

BI Reporting via SAP BusinessObjects (Dashboards, Reports, Alerts)

Management Console for product configuration

Knoa Universal Agent and Solutions

Knoa Server, Reporting, and Administration infrastructure

Cloud

Customer hosted

Customer hosted

Customer hosted

SAPhosted

Product DemoSAP User Experience Management by Knoa

From Perceptions to Data-Driven Decisions with SAP UEM by Knoa

Education

Transcript of From Perceptions to Data-Driven Decisions with SAP UEM by Knoa