Role:
•  Co-Lead User Experience Designer.
•  User Research.
•  Low to high fidelity prototyping and design.
•  Usability Testing.​​​​​​​

Outcome:
•  A more usable report and that is easier to consumer.
•  A report that is more in line with SAP cloud adoption strategy.
•  Automatic report generation.
•  Show real time detail of how the customer can improve in an area.
•  Fully validated design.
Problem

Currently SAP Enterprise Support agents use an outdated report relying on a considerable amount of manual input from both the enterprise support agents and data collection teams to engage with customers through important touchpoints such as going live, quarterly reviews and renewals.
Solution!
Create a new and improved interactive report that Enterprise Support agents can generate automatically leveraging real time customer data and content from the dashboard of the SAP Enterprise Support Reporting Cockpit.
How we can improve
As one of the lead designers, in preparation for this redesign what we really needed to do was address how can we create a new and improved SIR so that customers can be overall more successful with SAP as well as a more efficient and engaging report for the agents to utilize.
Pain points from the old report
Current generation process is costly and require much manual input from the ESAs and other teams.
Much of the terminology, structure and the positioning of assets and services to customers is not quite in line SAPs Cloud adoption strategy.
Time consuming and a very ad hoc process
Currently the report is only available to Enterprise Support customers. Standard customers generally don’t have access unless there at risk of not renewing there contract.
Customer system data may not be accurate at the time the presentation is being delivered.
Customers are not always guided to the right service, action or asset specific to their situation.
Many of these pain points then are leading to an inefficient workflow for ESAs and customers overlooking the value of ES.
The Design Process 

For this project we followed an iterative design process over 5 months for which to structure and guide the various methodologies and tasks undertaken in order to establish the underlying business needs as well as to validate our concepts.

1. Secondary research on the old SIR Report
(Who, What, Where, Why & When)
Secondary research from internal sources (Jam pages, SAP Support Portal amongst others) were investigated to understand the purpose and context of the SIR Report. 
2. Subject Matter Interviews 
Subject Mater Interviews were conducted throughout the process with several stakeholders with expertise in a particular subject, topic or line of business in relation to the SIR Report.
3. Discovery workshops with Support Advisors.
The purpose of this workshop was to gain a better understanding of how the current SIR Report is used in context by the Support Advisor and to gain an insight into how it is received by customers.
The workshop consisted of three exercises: 
- Activity 1: Open Discussion
- Activity 2: Card Sort.
- Activity 3: Voting.
•  Customers like to see tailored actions to resolve and or improve things.
•  Customers would like to see more information and details on what SAP Support has to offer.
•  Customers would like to see metrics and ratings for things they have used.
•  Information about certain SAP solutions should not be shown as they are not useful to the customer.
•  Customers don't have an interest in certifications or award programs.
4. Low fidelity designs and wireflows
Following the comprehensive insights found so far throughout the discovery phase we then proceeded to ideate and create various low to mid fidelity mock-ups and wireflows/site maps of the new report.

Click images to enlarge
5. Concept critique workshop
The purpose of this workshop was to ensure the design decisions we have made with the mockups align to user needs. 
The workshop consisted of four exercises: 
- Activity 1: Brainstorm. 
- Activity 2: Demo of design and open discussion.  
- Activity 3: Generation of report. 
- Activity 4: Five Finger Survey.
6. One-to-one usability testing
Observe the end user while they attempt to complete common tasks in a typical real life ESA to customer scenario using our new design.

Scenarios used for testing
During the Discovery workshop, it was identified that there were 3 common situations the SIR report are used for: 
- New customers to SAP Enterprise Support 
- End of year review of SAP Enterprise Support 
- Customer Questioning SAP Enterprise Support

The aim here was to learn about users' behaviors and preferences, identify problems in the design, their severity, and discover opportunities to improve the design. In preparation for the testing session we also created and mapped out user journeys based on certain personas and their various intricate scenarios.
7. Final Design
Following the valuable insights uncovered during both the concept critique workshops and the 1-1 usability testing’s as well as further review from subject matter experts and senior stakeholders, we had now proceeded to a validated design encompassing much of our project goals, business objectives and user needs.
The final design has two versions of the report, a “Short” version which is out of the box with minimum effort from the Enterprise Support Agent and an “Expert” version for which the agent can go into more detail for the customer with further added customizability. 
Overall, Agents, stakeholders and SME's had much praise for the design in terms of its contemporary visual aesthetic and forward thinking approach but more importantly the wealth of accessible, insightful and incentivising content now available to the customer to consume and further realize the potential of SAP and Enterprise Support.

Click images to enlarge
Cover Page
Cover Page
Value of Enterprise Support
Value of Enterprise Support
Customer current ES landscape
Customer current ES landscape
Business Scenario Reccomendations
Business Scenario Reccomendations
Further Customer details
Further Customer details
System and services usage
System and services usage
Success Factors usage
Success Factors usage
System health status
System health status
Learning asset consumption
Learning asset consumption
Incident status
Incident status
Priority incident status
Priority incident status
Incident avg. processing time
Incident avg. processing time
EWA Dashboard
EWA Dashboard
The intelligent enterprise overview
The intelligent enterprise overview
Key deliverables of ES
Key deliverables of ES
Tools of the intelligent enterprise
Tools of the intelligent enterprise
Empowerment overview
Empowerment overview
Additional info
Additional info
Our new report now ensures that customers can action SAP offerings more specific to their issues and processes.
A more usable report and that is easier to consume which doesn’t overwhelm the customer.
From automatic report generation we can now show real time detail of how the customer can improve in an area.
A report that is more cloud focused.
Guide the customer, through the use of links to practical and useful further SAP information.
Next show progress, show the customer how they have improved or can improve more, thus showcasing the value of ES further.
Provide info that is more specific and meaningful.
Highlight the true value and potential of Enterprise support and not just its perceptions
Style Guide

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