UX directly affects your bottom line

UX Directly Impacts your Bottom Line: Intel's Strategy, Journey, and Learnings (UX126)

Bala Suresh (UX Program Manager)

Email: [email protected] Twitter: @balasuresh

Twitter:#ASUG

Copyright © 2015, Intel Corporation. All rights reserved.

Legal Notices

This presentation is for informational purposes only. INTEL MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY.Software and workloads used in performance tests may have been optimized for performance only on Intel microprocessors. Performance tests, such as SYSmark and MobileMark, are measured using specific computer systems, components, software, operations and functions. Any change to any of those factors may cause the results to vary. You should consult other information and performance tests to assist you in fully evaluating your contemplated purchases, including the performance of that product when combined with other products. For more complete information about performance and benchmark results, visit www.intel.com/benchmarks Intel and the Intel logo are trademarks of Intel Corporation in the U.S. and/or other countries. * Other names and brands may be claimed as the property of others.Copyright © 2015, Intel Corporation. All rights reserved.

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http://www.intel.com/benchmarks

Copyright © 2015, Intel Corporation. All rights reserved.3

2015 Intel IT Vital Statistics>6,065 IT employees

50 global IT sites

>106,000 Intel employees1

170 Intel sites in 66 Countries

61 Data Centers(91 Data Centers in 2010)80% of servers virtualized(42% virtualized in 2010)

>119,000+ Devices100% of laptops encrypted100% of laptops with SSD’s>53,700 handheld devices

164 mobile applications developed

Source: Information provided by Intel IT as of Jan 20151Total employee count does not include wholly owned subsidiaries that Intel IT does not directly support



Do you have these questions in your mind ? (“What”)• How does UX Debt affect my company’s bottom line ?

• How do I get started on my UX Strategy ?

• How do I measure & articulate the Biz value of UX to my stakeholders & users ?

• How do I use that data to fund UX initiatives ?

• What are other people’s UX wisdom that I could benefit from ?


User Testimonials

Love the look of the screens

Really helpful ! Going to have fun with it!

Love the short cuts

Less chance of Errors !

Great Benefit !

No Cons Already see a time saver !

When can we roll this out

to everyone??PLEASE DON’T TAKE THIS AWAY !

Will definitely saveKeystrokes !


Agenda

In the beginning….

UX debt impacts

the Bottom

Line

Our UX Strategy

Benefits Realized

UX Calculator

sLessons Learned

Takeaways


In the beginning….End User/Customer/Supplier UX

IT tool functionality

does not work the way I work Too many

tools/apps needed to get my job done

SAP & other IT tools are

difficult to use

Apps are not intuitive!

IT Reservations/Perception about UX:• Perception that technical capability trumps

usability• Does not think UX/UCD affects bottom line• Cost of New software (product, licenses…) &

focus on UX reduces Capability throughput• Does not know much about UCD/UX,

therefore, cannot articulate the Biz value of UX

Hence, not many UX innovations, but

that is changing…


UX Debt impacts the Bottom Line (“Why”)

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• Lack of UX, Individual & across apps due to siloed solutions • Point solutions require users to use multiple siloed apps to accomplish

their job Disconnected workplace, unable to function away from desk• Growing challenges of delivering good UX in integration design across

apps (SaaS/OTS/home grown)

• Customer/Supplier/End-User feedback showed there is UX debt • Potentially impacting Top Line too !

Net Result: Productivity Cost of operating Satisfaction

A comprehensive User Experience Strategy was needed

UX debt already exists and it is costing Biz & IT !

Annoyed Anna !


Enterprise Biz Apps UX Long Term Actions (“How”)

Actions

• Define & Align on UX Framework:• One Stop Shop UI• KPI driven app dashboard

• Partner with Strategic Business segments

• Leverage Strategic Vendor relationships to optimize UX:• Client tools convergence, roadmap

influence, and standards

• Drive IT Culture Change about UX

Strategy

Approach


Gather Ideas

Prioritize & Develop

POCs and Pilots

Showcase to User base

Incorporate into

Roadmap

Partnering with Users to Improve User Experience (“How”)

Vision and Goals:• Find ways to make SAP easier to use• Quick wins inspire more ideas• Delight the Users, but show Business value to Customers• Closer End-User engagement• Support consideration

Approach:

Champion the User


Priorities, Focus areas and Value (“How”)Focus Area Value drivers RemarksNWBC with Side Panels* Increase Productivity and Efficiency

(reduced error rate)Resonated with users right away

Single Sign On Increase Productivity and Efficiency

SAP Personas 3.0* Productivity, Efficiency, Reduced Learning Curve

Currently doing PoCs with SAP Personas 3.0

Theme Designer* Consistent look and feel

Mobility POC Productivity, Efficiency, Reduced Learning Curve

Usage Analytics Faster ticket resolution and Issue reduction

Pre-Explore of 3rd party offerings

Fiori* POCs Productivity, Accessibility Procurement and Manufacturing use cases being explored

* No additional Licensing cost involved


A Supply Chain Business Scenario Success Story

5-7 screens

to answer a

customer question

1 work week lost/

user/year

Cut+paste

Introduces Errors

Before

1 Unified UI (App

mashup, context

sensitive…) to answer a

question

Save 1 work week

/user/year

Cut+paste

ErrorsEliminate

d

After

It is about increased productivity, saving business cost !

Annoyed Anna !

Happy Anna !


Articulating Business value of UX to Customers* & IT Mgmt• 500+ Users delighted!

• ~13,500+ Man hours saved* (minimal investment)

• New UX Focus groups established

• Volunteer End-User UX champions signed up from the Business groups !

• Tracking in CIO’s Top Ten Productivity items

Description User base Savings (Hrs/wk)

Savings (Hrs/year)

ECC pilot 6 0.75 234

Warehouse Side panel rollout 60 0.33 1,040

Sales Analyst Side panel rollout 227 0.75 8,853

SCM Side panel pilot 11 1.00 572

IT as Users (75 SAs, 75 ADs) 150 0.25 1,950

Side Panels giving back

1 workweek/year for around ~330 users

* Intel observed results in Intel specific environments

UX Productivity Tracker*

0 hrs

12,500 hrs

25,000 hrs 2015

2014

YTD

13,500 hrs saved


UX Biz Value CalculatorsSAP’s UX ROI calculator:http://www.sapcampaigns.de/us/UX_Calculator/

HFI Inc.’s calculator: http://humanfactors.com/coolstuff/roi.asp


UX Benefits Summary Users Customers IT Employees

User Satisfaction (Unified UI, ease of use) Productivity:

Learning curve Time per transaction Error Rate Quicker log on -- Single Sign On

Cost of doing business

Efficiency

IT’s own Productivity improves

Faster Implementations, reduced UX related Rework Faster time to

market Low Risk (Users can revert to SAPGUI) Alleviate Ergonomic Issues


Lessons Learned

• Make Business Value the Centerpiece of the User Experience Strategy• User Centered Design thinking and expertise is a must• Pick people with passion and assign User Experience champions• Focus groups: Engage End-users and develop a working relationship• Observe users in action and their workflow• Informed Risk-taking: Quickly Land in Production directly where it makes sense• Measure throughput before & after• Capture testimonials and lessons learned• Acknowledge and recognize IT and End-user teams for their efforts

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Key Takeaways & Session Evaluation

Feedback:Please complete a session evaluation for this session! Help us learn from this session.

Key Takeaways:

• Develop your UX Strategy• Measure & leverage UX Biz

Value• Leverage SAP/other

technologies: • NWBC, SAP Screen

Personas, Fiori Apps & 3rd Party apps


Getting Started & Useful linksNWBC Help:

http://help.sap.com/saphelp_nw73ehp1/helpdata/en/4c/5b13bf97817513e10000000a42189b/content.htm?frameset=/en/c7/e9391ee7c54728a59e5354f85c207d/frameset.htmhttp://help.sap.com/saphelp_nw73ehp1/helpdata/en/4c/5bdc6497817511e10000000a42189b/content.htm

It is possible to add Side Panels directly to Web Dynpro Applications:http://help.sap.com/saphelp_nw73ehp1/helpdata/en/54/976562e409465eb7c01b56c4b0eb6d/content.htm

SAP Screen Personas 3.0: http://scn.sap.com/docs/DOC-54574#jive_content_id_SAP_Screen_Personas_30

Fiori Apps: http://scn.sap.com/docs/DOC-41598?url_id=text-search-best-best-scn-doc-41598

SCN:

http://scn.sap.com/community/netweaver-business-client

http://scn.sap.com/community/web-dynpro-abap/blog/2011/10/09/chips-pagebuilder-and-the-side-panel--part-1


Julie Plummer blogs:

http://scn.sap.com/community/netweaver-business-client/blog/2014/05/07/when-to-use-nwbc--and-when-you-really-shouldnt

http://scn.sap.com/docs/DOC-34889 NWBC: Side Panels, POWLs and Web Dynpro ABAP

http://scn.sap.com/docs/DOC-47968 Connecting 2 Backend Systems, Part Two: Trusted Relationship

NWBC/Side Panel: My Intel Colleague (Lavaughn Urbano) has a session: UX124



http://help.sap.com/saphelp_nw73ehp1/helpdata/en/54/976562e409465eb7c01b56c4b0eb6d/content.htm

http://scn.sap.com/docs/DOC-54574#jive_content_id_SAP_Screen_Personas_30

http://scn.sap.com/docs/DOC-54574#jive_content_id_SAP_Screen_Personas_30

http://scn.sap.com/docs/DOC-41598?url_id=text-search-best-best-scn-doc-41598

http://scn.sap.com/docs/DOC-41598?url_id=text-search-best-best-scn-doc-41598

http://scn.sap.com/community/netweaver-business-client






http://scn.sap.com/docs/DOC-34889

http://scn.sap.com/docs/DOC-47968


Sharing Intel IT Best Practices with the World

Learn more about Intel IT’s Initiatives at www.intel.com/IT

http://www.intel.com/content/www/us/en/mobile-computing/intel-it-mobile-computing-enabling-global-collaboration-paper.html


NWBC & Side Panels Ability for user to split their SAP UI and display context-sensitive info from other apps (SAP & nonSAP) on the right


NWBC Wins• Side Panels!

Side Panels across systems with Parameter Passing (Single Sign On) Preexisting web based apps within Side Panels with Parameter Passing SAP Native Transactions as Side Panels URL and Web Dynpro Side Panels

• Seamless direct entry to a txn via pinned Tabs• Type Ahead functionality giving visibility into the SAP Backend• Functionality is available in tabs instead of individual sessions• Clean Look and Feel – Corbu

You CAN improve the SAPGUI UX

Over250

Side Panelsin

Production


Side Panel Use CasesUser base Main

ScreenSide Panel Description

Business Users

Display Order SAP txn VA03

Product Catalog URL Internal Applications accessed via URL(Parameters passed)

SAP Txn: MMBE, VL03N Commonly used SAP Transaction readily available as a Side Panel

Backlog Report Custom ABAP Web Dynpro

Allocation Mgmt Custom ABAP Transaction on remote system

Change OrderSAP txn VA02

Availability Overview /Summary

Custom PowerlistCustom ABAP Web Dynpro

Planning BookSAP txn /SAPAPO/SDP94

Delivery Note Visibility Custom ABAP Web Dynpro on remote system ERPAvailability Check Custom HTML5 application on remote system

Developers,Analysts,Production Support

Object NavigatorSAP txn SE80

Data BrowserNaming ConventionsDeveloper Guidelines

SAP TransactionsURLDocumentation

ECC Side Panels

SCM Side panels

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NWBC Wish Lists

Platform

• Expand support beyond Windows & Internet Explorer• Benchmarking, Test Automation & Web-based performance

improvement tools do not capture traffic within the Side Panel* • Expand some functionality to mobile devices• Usage Analytics needed direly

Functionality

• Allow parameter passing to Native SAP Transaction Side Panels, POWL, AWD, BSP

• Analytics for Side Panel Usage• Better Side Panel management for User Menus beyond PFCG• Better Color settings for NWBC as for SAPGUI• Microsoft Office applications like XLS embedded in-place within a

side panel• More granular control of Scripting Authorization

Support • Improved support for Side Panel OSS Messages

* Intel observed results in Intel specific environments


Side Panels – Development Effort

Exceptions exist, verify functionality


Native SAP

transaction

New flavor of the

SAP transaction

SAP Screen Personas 3.0Flavors do not

touch the native SAP transaction code

(Simple, Coherent,Delightful)

Goal 3 Screens or less for user tasks

Ability for IT/endusers to totally customize/personalize a standard SAP screen- Details next slide


SAP Personas 3.0 Benefits• Simplify Transaction screens• Enhance functionality via Scripts• Scripts are based in Javascript and can

call ABAP function modules• Branding• Not intended for mobility, but it may be

possible• Text Replacement/update• Hiding/Rearranging Data fields• Hiding/Combining Tabs• Adding Text and Notes• Automation• Conditional formatting


SAP Landscape & UsageUsing SAP since 1996 – R/32006 - ECC, SCM, SRM, CRMERP6 EHP7 SCM EHP3, BW on HANA

UX directly affects your bottom line

Software

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