the tip of the iceberg - creating enterprise software which users will actually use
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The Tip of the IcebergMaking enterprise software which users will actually useYariv Zur, SAPNovember 2013 Public
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ERP? CRM? SCM? HCM? TLA?
Implementing Enterprise Software is more about organizational processes than it is about Software.
ERP – Enterprise Resource Planning
CRM – Customer Relationship Management
SCM – Supply Chain Management
HCM – Human Capital Management
TLA – Three Letter Acronym
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Enterprise Software is difficult
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Source: Udi Waizer, UI Origin
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bad reputatio
n
highTCO
painful maintenance
CAUSE and EFFECT
suicidalthoughts
Source: Udi Waizer, UI Origin
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Big DataMobile Social Cloud
Winter is coming…
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Over 40% of the companies that were at the top of the Fortune 500 in 2000 were no longer there in 2010.
Change
Source: Brian Solis’ Future of Business
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Gen Y will form 75% of the workforce by 2025 and are actively shaping corporate culture and expectations. Only 11% define having a lot of money as a definition of success.
Source: Brian Solis’ Future of Business, 2013
Employment
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Typical mobile users check their phone 150 times per day.
Source: Mary Meeker’s Internet Trends, 2013
Technology
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By the end of 2013, there will be more mobile-connected devices than there are people on earth.
Source: Cisco 2013
Technology
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The amount of time parents spend with their children continues to go up in the US. Fathers have nearly tripled their time with children since 1965. Mothers’ time with children has also increased, and today’s mothers spend more time with their children than mothers did in the 1960s.
Source: Pew Research Center, 2013
Resources
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The amount of data stored is doubling every 18 months.
Networks
Source: IDC, Aberdeen
Why does UX Matter?
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$83 billion is estimated to be lost by U.S. businesses every year due to poor customer service.
Customers
Source: Genesys
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On average, loyal customers are worth up to 10 times as much as their first purchase.
Customers
Source: White House Office of Consumer Affairs
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The Enterprise Software silent killer
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The Bane of Corporate IT are consumer apps
Possible Approach
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UI Evolution at SAP
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The Ripple EffectFixing this is an actually hard problem.
Imagine a screen.
Now multiply by industry.
Now multiply by country.
Now multiply by customer.
Breathe.
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Top use scenarios
Existing
Applications
RENEW ENABLENEW
New
Applications
Usa
ge/R
each
The SAP user experience strategy
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Responsive Simple CoherentInstant Value
All sizes, devices, versions, channels
1-1-3 (1 user, 1 use case, 3
screens)
Apps that speak
the same language
Low barrierto adoption
SAP Fiori User Experience Paradigm
De-composition
into task-based
experience
Role-based
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Photo & Video Sharing
Location Based Services
Mobile Payment
Loyalty
Get Closer to your Fans
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Redemption & Payment
Loyalty
Targeted Recommendations
Targeted Offers
Personalize your
Shoppers’ Experience
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Product Review & Manuals
Parts Replacement
Interactive 3D Instructions
Make Product Fun
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Key Takeaways
The Enterprise software world is at the nexus of forces – Social, Mobile, Cloud, Big Data
1User Experience is critical to user adoption of enterprise software2The combination of the above facts mandates a new thinking of user experience by Ent. Software vendors.
3
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
Thank you
Yariv ZurDirector, Solution Management, SAP Labs IsraelYariv.zur@sap.com@vlvl
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