SAP Fiori UX Design and Build Challenge: An Unexpected Journey

I. Telling a story

It so happens that during the course “Build Your Own SAP Fiori App in the Cloud” I had troubles with the

internet connection at home. I have contacted the helpdesk of the internet service provider several times

and as a result there were two visits of service technicians. These guys, the service technicians, were really

great professionals but there are still connectivity drops … Anyway the outcome of this experience is that

I was inspired to boost these guys with SAP Fiori based mobile application. The leading role in this story is

for Pinocchio – a service technician guy working for a telco company.

And yes, it was really weird that Pinocchio is working for a so-called “High Tech Company” (at least in my

eyes Telco is a high tech industry …) and he does not use compact mobile devices with specialized apps to

utilize day-to-day activities. Pinocchio came about 15 minutes earlier which is just great but he could give

me a call to check if I’m available at this time. He checked all cables and devices at home (I’m using internet

and TV from the same provider) but had to call helpdesk several times for additional information. Then

he went to the basement to inspect the main switch and all connections on the other floors. At the end

Pinocchio replaced several parts (including the cable from the Wi-Fi router to my PC) and I guess he went

to the next customer. I was really impressed by Pinocchio and probably I would rate him quite high but

no one was interested of my feedback.

One week later I called the helpdesk again to tell them that the problem is not completely fixed yet. “Oh

I see. I will send a technician to check on site. Wednesday 10:00 in the morning. Is that OK for you?” “Yeah,

sure I’ll be at home.” You already know the rest of the story : )

II. Create a Persona

PinocchioPinocchioPinocchioPinocchio Achieve uncompromising customer

satisfaction and contribute bringing

customer service department into

21st century

Vocational high school of electronics; Technical University

with MA of Telecommunications; 2 years of professional

experience; 5+ years monitor and administer the

network&computers of the school and then the university

Technician /

On-site support

- Customer visit for new installations or technical support; - Regular timesheet submission; - Accurate tracking and reporting of spare parts and equipment installed on customer site; - Train/Assist newcomers

Clients; Sales Reps; Help Desk; Other

Technicians; Technical Team Lead;

Head of Service Support Department

- On-time customer visit;

- Reduce paperwork (daily tasks, timesheets, etc.);

- Optimize office hours and other activities not directly

related to the customer support;

- Improve collaboration between helpdesk and on-site

support

- High level of customer satisfaction

- Quick access to the daily tasks;

- Clear and accurate customer details

(name, mail, phone, etc.);

- Customer issues described as detailed as

possible;

- Single source of truth between helpdesk

and on-site support (integrated system)

- Adequate customer feedback

- Too much inefficient hours in the office (task assignment,

timesheet submissions, materials reports, etc.);

- Lack of detailed task information;

- Missing or unreadable customer address/phone;

- Wrong or lost paper documents;

- Lack of proactive approach to collect and evaluate

customer satisfaction

III. User Experience Journey

IV. Mock Up

V. App Prototype – MyCustomerVisits

I hope you really enjoyed Pinocchio’s journey : )