measuring and optimising user performance with sap user...
TRANSCRIPT
PUBLIC
Peter Anderson – 08 November 2018
Measuring and Optimising User Performance
with SAP User Experience Management by Knoa
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▪ Introduction
▪ The Intelligent Enterprise
▪ Changing Enablement in the Cloud
▪ Measure and Optimising User Performance
▪ Summary and Value
▪ Questions and Answers.
Agenda
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Meet Today’s Speaker
Peter Anderson is a Solution Principal with SAP’s EMEA Education
Solutions team. providing customers with support, advice and assistance
on all aspects of the SAP Education portfolio.
With a passion for learning and technology, Peter has SAP programme
experience as both a learning specialist and finance consultant over the
last 14 years. Prior to this, Peter worked as a qualified accountant within
a global SAP environment.
The Intelligent Enterprise
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The Digital Era is Evolving into The Intelligence Era
ENABLING TECHNOLOGIES
CUSTOMER VALUE CREATION
• Mobile & Smartphone ubiquity
• Cloud Computing• Social Networks• Big Data
Cloud, Mobile & Big Data2000s - 2010s
Digital Transformation
• Widespread PC adoption• Broadband Internet• ERP and business
process technologies
Client Server & Internet1990s - 2000s
Business Process Automation
Mainframe & PCs1960s – 1980s
• Transistors & silicon revolution
• Large scale Mainframe Computing adoption
• Emergence of PC’s• Plant floor automation
Industrial Automation
• Machine learning (ML) and artificial intelligence (AI)
• Internet of things (IoT) and distributed computing
• Blockchain
Intelligent Technologies2010s - 2020s
Intelligent Enterprise
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SAP Solutions for the Intelligent Enterprise
THE INTELLIGENT ENTERPRISE
features 3 KEY COMPONENTS:
1 Intelligent Suite
3 Intelligent Technologies
2 Digital Platform
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Agility
the ability to respond faster to changes in the marketplace or the business and pivot business processes towards the right customer outcomes
Visibility
the ability to collect and connect data that was previously siloed and recognize unseen patterns
Focus
the ability to simulate the impact of potential options and direct scarce resources to the areas of maximum impact
Capabilities
Deliver best-in-class customer experience
by anticipating and proactively responding to end-customer needs
Do more with less and empower employees
through process automation and freeing up people to do more meaningful work
Invent new business models and revenue streams
by monetizing data-driven capabilities and applying core competencies in new ways
Outcomes
The Intelligent Enterprise Accelerates Value Creation
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Embedding SAP UEM by Knoa into the Digital World
?
CoPilot
User Analytics
Web Assistant
Augmented Me
Changing Enablement Reality
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3 C’s of Changing Enablement Realities in the Cloud
1
2
3
Changing Roles
Continuous Learning
Choice & Flexibility
Customer
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Code
• Annual innovation cycles
• Several years to get 80% adoption by customers
• Quarterly innovation cycle
• Immediate adoption by all customers
• Integrated knowledge production process
Training content
Old World New Cloud World
Customer Adoption
Code Code Code
Customer Adoption
Training content
Year 2 Year 3Year 1 Q2 Q3Q1
1 – Continuous Learning: Innovation Drives the Cycle
Customer
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2 – Changing Roles: End-users Drive Adoption
Usersare changing
the rules
Cloudis changing
the game
Customer
SAP UEM by Knoa allows
you to know what your
users need and want
Cloud rewrites the role of IT,
LOB and of the end-user
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3 – Choice & Flexibility: The Blended Learning Approach
Digital &
Social
Learning
In-Product In context and
for me =
personalized
Classroom
Content reuse and
aligned design
Extended knowledge
and learning offerings
SAP UEM by Knoa
Know what Works
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“The success or failure of a major software application deployment or upgrade has a direct correlation with the thoroughness of the training provided.”
Gartner
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The SAP Education Digital Learning ApproachA continuous cycle of adoption, innovation, and learning
3. Train end users to perform
at the highest levels.
2. Mobilize your business
for change.
1. Prepare your functional teams,
super users, and other key users.
4. Measure and optimize
performance.
Learning | Adoption
Optimization | Sustainment
Innovation
5. Sustain, adapt, innovate.
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Prepare functional teams,
super users, other key users.
SAP Instructor
Led Training
SAP Learning Hub
with SAP Live Access
Project Enablement Services
▪ Learning Needs Analysis
for Project Team Training
▪ SAP Expert-on-Demand
▪ Customer-specific training
Train end users to perform
at the highest levels.
Measure and optimise
performance.
Mobilise your business
for change.
End User Training Services
▪ Learning Needs Analysis
and Strategy Design
▪ Instructional Design
and Content Development
▪ Train-the-Trainer Workshop
▪ Training Delivery
SAP Enable Now
SAP Assessment
Management by
Questionmark
SAP User Experience
Management by Knoa
(SAP UEM)
SAP UEM Services
▪ Implementation
▪ Data Analytics Assistance
SAP SAM Services
▪ Implementation
Organizational Change
Management Services
▪ Communications
▪ Risk Management
▪ Stakeholder Management
▪ Super User Preparation
and Strategy Development
SAP Organisational
Change Management
SAP Education SolutionsA complete portfolio of Training, Software, and Services to support You and Your People
Measuring and Optimising
User Performance
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70%of all failed software
projects are caused by
poor user adoption
< Forrester Research >
50%of software functionality
paid for and licensed is not
adopted by end users
< The Butler Group>
5Xthe expense toll to support
under-trained employees
< Gartner Group >
19Customer© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Real-time analytics
The SAP User Experience Management application by Knoa
provides real-time analytics on how users execute business
transactions.
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1
3
6
4
12 5
incom
ple
te ●
div
ers
e ●
hears
ay ●
em
otional
co
mple
te ●
data
-driven ●
actionable
Stakeholder Response
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Design thinking for User Experience
What is the impact of user experience?
▪ Systems interaction and efficient use is determined by effective solution adoption.
▪ Application adoption is key to maximising performance and ensuring return on SAP investment.
▪ We seek to leverage the Experience innovation opportunity to achieve world class competitive advantage.
Process( Viability )
People(Desirability)
Technology(Feasibility)
Experience InnovationEmotional
Innovation
FunctionalInnovation
ProcessInnovation
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SAP UEM by Knoa provides real-time analytics about how users interact
with SAP software. Metrics include:
User adoption
User efficiency
Application performance
Business workflow execution
SAP UEM by Knoa provides user analytics for all SAP applications –
old (SAP R/3/ECC) and new (SAP S/4HANA):
SAP GUI and GUI for HTML
SAP Enterprise Portal
SAP Business Client
SAP Screen Personas
SAP S/4Hana
SAP SuccessFactors
SAP Fiori apps & SAPUI5
Monitoring the real user experience in SAP applications
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SAP UEM by Knoa helps to drive User Adoption and Increase Efficiency
Understand your usersEvaluate user system
behaviors in SAP Data driven decisions
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User Errors and System Errors
Real End-to-End Response Time for all operations
Utilisation: Active Time and Idle Time
Step-by-Step Workflow of 100% of the User Activity
“ SAP User Experience Management by Knoa provides unique insight on how
employees interact with SAP applications, measuring impact on daily operations and
providing KPI to: increase adoption, identify productivity savings and realise efficiencies.
SAP User Experience Management, Definition and Metrics
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Who Benefits from SAP UEM Information?
FUNCTIONAL SUPPORT
▪ Deliver proactive user
support
▪ Eliminate recurring issues
▪ Reduce ticket count
▪ Minimise change
management disruption
USER EXPERIENCE
▪ Enable user experience
initiatives (Fiori)
▪ Improve user satisfaction
▪ Enable faster diagnosis and
resolution
TRAINING & EDUCATION
▪ Assess user training needs
▪ Develop targeted training
content (Enable Now)
▪ Empower super user
community
▪ Test training effectiveness
CHANGE MANAGEMENT
▪ Objective KPIs during UAT
▪ Benchmark performance
before go-live
▪ Measure adoption of
deployed functionality
(standard & custom)
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SAP User Experience Management by Knoa: Use Cases
S/4HANA
Migration Projects
1. Perform pre-migration assessment
2. Set testing targets
3. Decrease resolution time during hypercare
4. Identify superusers
5. Validate performance improvements
6. Measure adoption of new applications
Business Process
Optimisation
1. Measure process adoption
2. Identify business process improvement opportunities
3. Measure the impact of IT landscape changes on
business processes
4. Identify top and bottom performers
5. Verify user compliance with best practices for process
execution
6. Identify incomplete master data setup
End-user Training
1. Perform learning needs assessment
2. Provide targeted end-user training
3. Measure the effectiveness of training
4. Audit usage of training environments
5. Prioritize new training content development
6. Identify when users trigger errors to guide them
through a process
7. Verify proper utilization of the application
8. Identify your superusers
Application
Development and
Support
1. Prioritize application support initiatives
2. Measure the impact of application support initiatives
3. Determine what to test
4. Validate and document test coverage
5. Determine who will be impacted by application changes
6. Sunset customizations
7. Monitor performance issues during hypercare
8. Replicate issues encountered by production users
Support Desk
1. Proactively monitor issues experienced by production
users
2. Validate issues reported to the Support Desk
3. Assess the true impact of reported issues
4. Replicate issues encountered by production users
Miscellaneous
1. UX Design
2. Audit and Compliance
3. License Optimization
4. Capacity Planning
5. Six Sigma initiatives – Continuous Improvement
http://knoa.helpdocsonline.com/use_cases
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Simple S/4HANA Finance
implementations
Typical S/4HANA (full suite)
implementations
Complex S/4HANA (full
suite) implementations at
the largest customers
As short as As long as Average
3 months 11 months 7 months
6 months 14 months 11 months
10 months 36 months 18 months
Customers = 1145
Months to implement S/4HANA
1110 123 >20
Vast majority of S/4HANA customers
went live in 10-12 months
Duration of projects is largely determined by customer complexity (degree of
change) and implementing partner preferences / tools / methodologies
How long does S/4HANA migration take?
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REIMAGINE BUSINESS
PROCESSES
REIMAGINE BUSINESS
MODEL
START WITH MIGRATING
LOBS TO BEST-IN-CLASS
CLOUD SOLUTIONS
1
2
3
How do I drive next-generation
processes across the value chain
to truly address customer
experience & lower TCO?
Key scenarios Key executive question Key executive focus
How do I completely re-
engineer my business?
How do I drive value short-
term?
▪ End-to-end process optimization (such as supply
chain, procurement), landscape simplification, and
reduction in customization.
▪ TCO reduction of 20% - 30%
▪ Focus on business model innovation or M&A
processes which need improvement, define the
boundaries of the change
▪ Leverage business capabilities from one industry for
a new business model in another industry (e.g.
bringing retail to telco)
▪ Innovate on the edge, 1 LoB at a time – HR,
Procurement, Supply Chain, Manufacturing while
planning and executing the move to S/4HANA
▪ Focus on driving value short-term with ECC + LoB
cloud portfolio
How should companies approach the journey?
Key transformation scenarios
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Why?
543
current
errors
Who?
FBI
23 errors
Who?Emily and
Heidi
How?
Workflow
shows the
details.
What? Clear the
general
ledger
account.
REIMAGINE BUSINESS PROCESSES
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▪ Identify transactions in SAP software that are
accessed most frequently from outside the
corporate network
▪ Identify simple workflows that lend themselves
to a mobile experience, such as those
involving three or fewer screens
▪ Identify target users
▪ Define the target transactions to be mobilized
that benefit the highest number of users
▪ Compare desktop and mobile access of newly
deployed SAP Fiori apps
REIMAGINE BUSINESS MODELWhich workflows should we target for mobile access?
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START WITH MIGRATING LOBS TO BEST-IN-CLASS CLOUD SOLUTIONSMonitor business process KPIs
▪ Rank a business process by several
UX KPIs:
User adoption
System performance
User efficiency
▪ Detect degradation in process perfor-
mance based on dynamic baselining
▪ Gain visibility of all business processes,
using standard and custom transactions
▪ Measure the impact of improvement
initiatives, new application rollouts, user
training, process redesign, and so on
32CUSTOMER© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
How it works.
Insights in every dashboard.
© 2018 SAP SE or an SAP affiliate company. All rights reserved | PUBLIC 32
33PUBLIC© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
▪ Accurately assess individual
user-training needs
▪ Develop targeted and focused training
programs
▪ Prioritize development of training
content
▪ Measure the effectiveness of
training methods
Training use caseEnhance training and education
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Why?
Posting
cannot occur
When?
3:38:20 PM
How?
Tried to find
general
ledger
account
Dive into deep data
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▪ Rank transactions in SAP software by UX metrics
(KPIs)
▪ Identify transactions with the:
Highest error rates
Longest response times
Highest degree of complexity
Highest level of user activity
▪ Identify the user impact
▪ Select transactions that should be targeted for
migration to SAP Screen Personas, SAP Fiori,
or SAPUI5
▪ After migration, compare KPIs against
premigration benchmarks to validate
improvements
ECC on HANAWhich transactions in SAP software do we need to improve?
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▪ Analyze standard and custom transaction-usage
patterns:
Number of users
Active time spent in transaction
▪ Analyze the activity profiles for individual users
and user groups:
Number of utilized transactions
Active time spent on selected transactions
▪ Identify the set of transactions with the lowest
rate of adoption (those that should not be
migrated)
Custom UI5 Development Which custom transactions should not be migrated?
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▪ Measure user adoption of the newly deployed
SAP Fiori apps and SAPUI5
▪ Identify hot spots of performance, UX
challenges, and adoption gaps
▪ Validate or correct the UX design through
rapid feedback loops during development,
user accep-tance testing, and pilot phases
Understand your Mobile user and AdoptionHow are the new SAP Fiori apps and SAPUI5 being adopted?
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▪ Identify hot spots of performance for individual
applications and screens:
Long response times
High error rates
Specific bottlenecks in the workflow
Use of legacy applications and transactions
▪ Identify power users, individual users with
lagging adoption, and any specific challenges
faced by individual users
Is Technology fixing the issue?What is inhibiting adoption of the new SAP Fiori apps and SAPUI5?
Summary and Value
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SAP Enable Now In the SAP Education product portfolio
+ Education Services
SAP Training, Education Consulting
Services, Solution Implementation &
Training, Customized Courses & Career
Enrichment Programs for Graduates.
+Premade Content
SAP Learning Hub
Standard content in SAP
S/4HANA and SuccessFactors
=Measure SUCCESS
SAP UEM by Knoa
+Content Authoring &
Performance Support
SAP Enable Now
Learning Management
SAP Enterprise Learning,
SAP SuccessFactors Learning
& SAP Jam for social learning
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SAP UEM by KnoaKey trends, and value proposition
41
Increase productivity
Provide knowledge
Manage change
Digital transformation is
changing businesses
across all industries.
Skills are one of the most
important building blocks
for using the possibilities of
the digital transformation
while a lack of knowledge
is one of the greatest
barriers.
Use data to sustain process
Measure change impact
Increase change adoption
Understand your user
Improved business processes
Reduce errors and interruption
Use Data to drive decisions
Measure what is works
Elimination of re-training
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Links
• Website
• Overview Video
• Solution Brief
Links:
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Thank you.
Contact information:
Questions?
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