Role:
• Co-Lead User Experience Designer
• Prototyping
• Requirement Gathering
• User Stories/Personas/Storyboards
Outcomes:
• A comprehensive content management platform with extensive visibility and functionality for all service delivery related content.
• Fully harmonized experience across all applications and use cases.
• Less manual effort and more efficient workflows for service delivery experts.
• More consolidation and structure with less channels, formats and complexities.
What is SAP Service Delivery?
SAP experts conduct a service delivery by analyzing customer systems.
SAP experts conduct a service delivery by analyzing customer systems.
After each service delivery, customers receive a service report with an executive summary, findings and a detailed action plan to mitigate risks or improve their situation by optimizing their use of SAP tools and best practices.
Problem Statements
No harmonized approach across service delivery teams or lines of business. Many service delivery experts use scattered tools and ad-hoc processes to execute service deliveries, for which customers have to consume.
Current solution does not support scalability and increased customer reach.
Current solution does not guarantee high quality or legal compliance.
High manual effort for preparation and delivery by service delivery experts.
Customers have many channels and formats for consumption of service content.
Current solution does not support continuous improvement of the process, content or experience.
Scope & Objective
Introduce a new centralized content management platform to support and optimize workflows for service delivery experts.
This digital platform will be used for all SAP service delivery offerings.
By using the latest technologies, it will provide intelligent capabilities for an informed decision making and drive a high degree of automation of the service delivery activities
Intelligent Service Delivery (ISDH) aims to improve service delivery efficiency and quality, and accelerate the adoption of SAP cloud solutions by customers.
The Intelligent Service Delivery platform is comprised of
The Intelligent Service Delivery platform is comprised of
5 core interconnected tools.
My Role | Lead User Experience Designer
For this project, along with another UX Designer we were given the assignment to collect essential user requirements based on current service delivery tooling limitations. These findings were then documented into User Stories, Personas and Storyboards.
For this project, along with another UX Designer we were given the assignment to collect essential user requirements based on current service delivery tooling limitations. These findings were then documented into User Stories, Personas and Storyboards.
Based on these new requirements identified, I then led the design for The Service Delivery WorkCentre landing page, Service Execution Engine and Issues & Action Management workstreams.
The Process
As part of a multidisciplinary team of project managers, business leads, developers and designers, the creation of Intelligent Service Delivery Hub followed an iterative AGILE Sprint process in which mockups and prototypes were consistently iterated upon in quick succession based on the evolution of requirements for user, business and development and overall expansive scope of the project.
As part of a multidisciplinary team of project managers, business leads, developers and designers, the creation of Intelligent Service Delivery Hub followed an iterative AGILE Sprint process in which mockups and prototypes were consistently iterated upon in quick succession based on the evolution of requirements for user, business and development and overall expansive scope of the project.
Requirement gathering
Several interview sessions took place in which we sat down with and shadowed service delivery experts, detailing out there various tooling requirements as well as live demonstrations of the current tools being used, their processes for service delivery, intricacies as well their extensive limitations. Many of the findings from these interview sessions served as the basis for the creation of user stories and personas.
Several interview sessions took place in which we sat down with and shadowed service delivery experts, detailing out there various tooling requirements as well as live demonstrations of the current tools being used, their processes for service delivery, intricacies as well their extensive limitations. Many of the findings from these interview sessions served as the basis for the creation of user stories and personas.
User Stories
The user stories created reflect the exact needs and goals of the new intelligent service delivery platform. Each individual story is in some way a functional requirement for a particular feature or process within the new toolset.
The user stories created reflect the exact needs and goals of the new intelligent service delivery platform. Each individual story is in some way a functional requirement for a particular feature or process within the new toolset.
Personas
Based on the user stories and insights gathered I created the personas to further align our requirements to the specific needs and pain points of SAP service delivery experts from both a technical, business and even personal point of view.
Based on the user stories and insights gathered I created the personas to further align our requirements to the specific needs and pain points of SAP service delivery experts from both a technical, business and even personal point of view.
SAP Personas
Meet Anya! Service Content Creator/Owner
Anya creates and curates content for services and checks. She is a subject matter expert and the go-to person within the content area that she is responsible for. Anya’s role spans multiple aspects of services design and management, such as content creation and service ownership.
Anya creates and curates content for services and checks. She is a subject matter expert and the go-to person within the content area that she is responsible for. Anya’s role spans multiple aspects of services design and management, such as content creation and service ownership.
Key Pain Point
Not being able to maintain all my service content on a digital platform
Not being able to maintain all my service content on a digital platform
Meet Kaia! - PE Service Delivery Consultant
Kaia specializes in service delivery for Premium Engagement, often working closely with customers. Her role spans multiple aspects of service delivery, such as system analysis, performance analysis and business process analysis.
Kaia specializes in service delivery for Premium Engagement, often working closely with customers. Her role spans multiple aspects of service delivery, such as system analysis, performance analysis and business process analysis.
Key Pain Point
The information that I need for service delivery is distributed over several applications and tools
The information that I need for service delivery is distributed over several applications and tools
Meet Dara! – Automation & Intelligence
Dara will serve as the innovative digital brain throughout all aspects of intelligent service delivery in terms of automation and intelligence.
Dara will serve as the innovative digital brain throughout all aspects of intelligent service delivery in terms of automation and intelligence.
Key Requirement
Leverage customer data to provide better service solutions and user experiences
Leverage customer data to provide better service solutions and user experiences
Storyboard
In order to further highlight and exemplify the requirements I created storyboards to give these requirements a visual and simplified identity, to be used by business stakeholders to more easily present and highlight these requirements and development teams to further realize the requirements.
Full Content Creation Storyboard PDF>>
Full Service Delivery Storyboard PDF>>
In order to further highlight and exemplify the requirements I created storyboards to give these requirements a visual and simplified identity, to be used by business stakeholders to more easily present and highlight these requirements and development teams to further realize the requirements.
Full Content Creation Storyboard PDF>>
Full Service Delivery Storyboard PDF>>
Workshops
Before we moved into the design phase, I conducted a design thinking workshop where each of the user stories for each of the tools were then further refined by service delivery experts into exact tooling features and elements in a design thinking workshop.
Before we moved into the design phase, I conducted a design thinking workshop where each of the user stories for each of the tools were then further refined by service delivery experts into exact tooling features and elements in a design thinking workshop.
Design
For the design stage I worked on 3 workstreams each with their own requirements, features, and complexities.
In alignment with SAP Fiori UI5 Design System I created high fidelity prototypes that targeted all core requirements of service delivery consultants, but also mockups that were easy to use, consistent, technically capable given the technical constraints. Shown below are the first release designs for each of the workstreams which have went into development as of Q4 2021 on the SAP Cloud ALM developed system.
For the design stage I worked on 3 workstreams each with their own requirements, features, and complexities.
In alignment with SAP Fiori UI5 Design System I created high fidelity prototypes that targeted all core requirements of service delivery consultants, but also mockups that were easy to use, consistent, technically capable given the technical constraints. Shown below are the first release designs for each of the workstreams which have went into development as of Q4 2021 on the SAP Cloud ALM developed system.
Service Delivery WorkCentre
The Service Delivery WorkCenter is the central landing page for experts to see the history of Services delivered, Services scheduled and Services in progress.
Click images to enlarge
From this landing page the users can navigate to all Applications of the ISD Hub.
Comprehensive visibility of all service related content with extensive functionality.
Easy access to service delivery assets and service reports
Optimized service preparation
Support end-to-end service execution process
Service Execution Engine
The Service Execution Engine consists of 3 main interconnected portals
The Service Execution Engine consists of 3 main interconnected portals
Check Procedure Authoring
Where individual service checks are created from scratch or template level
Where individual service checks are created from scratch or template level
Service Session Configurator
Checks are then grouped and configured into fully fledged service sessions which are then to be executed on the customer landscape.
Checks are then grouped and configured into fully fledged service sessions which are then to be executed on the customer landscape.
Service Session Workbench
Where service sessions are executed in real time on the customer landscape, which are then outputted to service results where customers can access executive summaries, findings and a detailed action plans.
Click images to enlarge
Where service sessions are executed in real time on the customer landscape, which are then outputted to service results where customers can access executive summaries, findings and a detailed action plans.
Click images to enlarge
Service Session Workbench
Service Session Configurator
Check Procedure Authoring
Service Session Templates
Issues and Actions Management
The Issue and Action Management workstream is a central location in where SAP Service Delivery Consultants can create, assign and edit both issues and actions accordingly from scratch or based on a template.
Click images to enlarge
Click images to enlarge
Centralized issues and actions database
Effective consumption of issues and actions across services
Simplified issue tracking with integrated notifications
Enhanced search and filtering attributes
Continuous content update based on service experiences
Fiori UI5 Design System
Shown here is SAP Fiori UI5 Design System which was used for the entire design of ISD.
Shown here is SAP Fiori UI5 Design System which was used for the entire design of ISD.
Conclusion
As of Q1 2022 all Intelligent Service Delivery applications have gone into development. Starting out, this project had so much complexities, requirements that had to figured out through extensive research and review with service delivery experts from both lines of business. In the end I can confidentially say that the first phase of the ISDH was a success. The platform itself gives service delivery experts a comprehensive dashboard with extensive capabilities to carry out service deliveries in the most optimal way, to add to that it streamlines a very cumbersome, tedious and disorganized process that was problematic for SAP for many years.
As of Q1 2022 all Intelligent Service Delivery applications have gone into development. Starting out, this project had so much complexities, requirements that had to figured out through extensive research and review with service delivery experts from both lines of business. In the end I can confidentially say that the first phase of the ISDH was a success. The platform itself gives service delivery experts a comprehensive dashboard with extensive capabilities to carry out service deliveries in the most optimal way, to add to that it streamlines a very cumbersome, tedious and disorganized process that was problematic for SAP for many years.
