sap screen personas design handbook

SAP Screen Personas Design Handbook

SAP Screen Personas Design Handbook 8/2014

SAP Screen Personas

Design Handbook

v.01



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Contents 1. About This Document .............................................................................................................................. 5

1.1 Purpose and Scope ........................................................................................................................... 5

1.2 Target Audience ............................................................................................................................... 5

1.3 Glossary ............................................................................................................................................ 5

1.4 Related Information ......................................................................................................................... 6

1.4.1 Other Useful Links .................................................................................................................... 6

1.4.2 Related Master Guides ............................................................................................................. 7

1.4.3 Important SAP Notes................................................................................................................ 7

1.4.4 SAP Screen Personas Documentation Guide ........................................................................... 7

1.4.5 Useful Links .............................................................................................................................. 8

2. Introduction ........................................................................................................................................... 10

3. Qualification Questionnaire ................................................................................................................... 11

4. SAP Screen Personas Environment ........................................................................................................ 13

5. Process Overview ................................................................................................................................... 14

6. Process Steps ......................................................................................................................................... 16

6.1 Project Scoping .............................................................................................................................. 17

6.2 Technical Enablement .................................................................................................................... 18

6.3 Discover .......................................................................................................................................... 18

6.4 Design ............................................................................................................................................. 20

6.5 Deliver ............................................................................................................................................ 21

6.6 User Feedback ................................................................................................................................ 22

6.7 QA and Testing ............................................................................................................................... 22

6.8 Final Delivery and Handover .......................................................................................................... 23



1. About This Document

1.1 Purpose and Scope

Increasingly, companies are focusing on the user experience of their enterprise software. SAP Screen

Personas provides you a complete control over how their business users interact with SAP on their

desktop. The purpose of this handbook is to provide a “cookbook” to deliver a successful SAP Screen

Personas project.

1.2 Target Audience

This document is intended for the following target audiences:

Ⴠ Design Professionals

Project Management

S Developers

Customers

P Partners

Consultants

1.3 Glossary

Term Definition

SAP application

An SAP software solution that serves a specific business area, for example, ERP, CRM, PLM, SRM, SCM

Business Scenario

From a microeconomic perspective, a business scenario is a cycle that consists of several interconnected logical processes in time. Typically, a business scenario includes several company departments and involves other business partners.

From a technical point of view, a business scenario needs at least one SAP

application (SAP ERP, SAP SCM, or others) for each cycle and possibly other

third-party systems.

A business scenario is a unit that can be implemented separately and reflects the customer’s prospective course of business.

Component The smallest individual unit considered within the Solution Development

Lifecycle. Components are separately produced, delivered, installed and maintained.

Flavor

‘Flavor’ in Personas identifies a specific personalization for a particular SAP

transaction. So a Personas Flavor is always linked to a specific SAP transaction (example VA01). On the other hand, one particular SAP transaction can have infinite number of flavors.

User Business user who uses any SAP transaction with Personas personalization.

Admin User A user who does and supports configuration and other system activities to support business users.

DCC Acronym for Design and Co-Innovation Center.



1.4 Related Information

For more information about planning topics not covered in this guide, see the following content on SAP

Service Marketplace:

Content Location on SAP Service Marketplace

Latest versions of installation and upgrade guides

http://service.sap.com/instguides

General information about SAP Screen Personas (for example, guide documents such as Master Guide and Application Operations Guide)


Focused Business Solutions

SAP Screen Personas

SAP Screen Personas 2.0

Application help for SAP Screen Personas

http://help.sap.com/personas

SAP Business Maps - information about applications and business scenarios

http://service.sap.com/businessmaps

Sizing, calculation of hardware requirements - such as CPU, disk and memory resource - with the Quick Sizer tool

http://service.sap.com/quicksizer

Released platforms and technology-related topics such as maintenance strategies and language support

http://service.sap.com/platforms To access the Platform Availability Matrix directly, enter http://service.sap.com/pam

Network security http://service.sap.com/securityguide

High Availability http://scn.sap.com/docs/DOC-7848

Performance http://service.sap.com/performance

Information about Support Package Stacks, latest software versions and patch level requirements

http://service.sap.com/sp-stacks

Information about Unicode technology http://scn.sap.com/community/internationalization-and-unicode

1.4.1 Other Useful Links

The following table lists further useful links on SAP Service Marketplace:

Content Location on SAP Service Marketplace

Information about creating error messages http://service.sap.com/message

SAP Notes search http://service.sap.com/notes

SAP Software Distribution Center (software download and ordering of software)

http://service.sap.com/swdc

SAP Online Knowledge Products (OKPs) – role-specific Learning Maps

http://service.sap.com/rkt



http://help.sap.com/personas

http://service.sap.com/businessmaps

http://service.sap.com/quicksizer

http://service.sap.com/platforms

http://service.sap.com/pam

http://service.sap.com/securityguide

http://scn.sap.com/docs/DOC-7848

http://service.sap.com/performance

http://service.sap.com/sp-stacks

http://scn.sap.com/community/internationalization-and-unicode

http://scn.sap.com/community/internationalization-and-unicode

http://service.sap.com/message

http://service.sap.com/notes

http://service.sap.com/swdc

http://service.sap.com/rkt



1.4.2 Related Master Guides

This Master Guide is based on Master Guides for cross-industry applications. You can find more

information about the relevant applications in the following documents:

Title Location

Master Guide - SAP ERP 6.0


SAP Business Suite Applications

SAP ERP

SAP ERP 6.0

Planning

SAP NetWeaver http://service.sap.com/instguides

SAP NetWeaver

SAP NetWeaver 7.4

Planning

1.4.3 Important SAP Notes

SAP Note Number Title Description

1776739 Installation Note for SAP Screen Personas 2.0

This note lists the Prerequisites and related details about Installing SAP Screen Personas 2.0.

1848339 Installation and Upgrade note for SAP Screen Personas (Silverlight)

This note contains information on the steps for installing and getting started for both new and existing customers. https://service.sap.com/sap/support/notes/1848339

1885334 Feature List for Silverlight Feature list for SAP Screen Personas Release 2.0 Silverlight https://service.sap.com/sap/support/notes/1885334

1869640 Client copy of Personas delivered customizing

After Personas installation, all the SAP delivered customizing is present in client 000. https://service.sap.com/sap/support/notes/1869640

1776739 Release strategy for the ABAP add-on PERSOS

The note contains information about planning the installation of upgrades of the ABAP add on PERSOS. https://service.sap.com/sap/support/notes/1776739

1964257 Parent note of the cumulative patch releases for SAP Screen Personas 1.0 / 2.0

This note contains information about the latest Personas client patches https://service.sap.com/sap/support/notes/1964257

1.4.4 SAP Screen Personas Documentation Guide

The following documentation will allow you to obtain the most value from your investment in

SAP Screen Personas.

Name Purpose Location Audience

Configuration Document

This document provides configuration information for the Silverlight and HTML

https://websmp106.sap-

SAP basis team



https://websmp230.sap-ag.de/sap(bD1lbiZjPTAwMQ==)/bc/bsp/spn/sapnotes/index2.htm?numm=1776739


https://service.sap.com/sap/support/notes/1848339








https://websmp106.sap-ag.de/instguides




2.0_SP2 components of SAP Screen Personas 2.0 and includes additional information of the Support Pack SP02. It also describes all activities necessary for the implementation and configuration of SAP Screen Personas.

ag.de/instguides

Master Guide 2.0_SP02

This Master Guide is the central starting point for the technical implementation of the SAP Screen Personas solution. You can find cross-scenario implementation information as well as scenario-specific information in this guide.


SAP Screen Personas administrators, enterprise application team

SAP Screen Personas Users Guide

The user guide is a central starting point for Personas. The documenting is regularly updated with new information.

http://scn.sap.com/docs/DOC-54574 Under: Technical Documentation

Enterprise application team, key users, screen designers, business analysts

SAP Screen Personas Optimization Guide

The performance optimization guide describes the best practices that are relevant to Personas. The document is regularly updated with new information.


Enterprise application team, key users, screen designers, application developers

SAP Screen Personas Configuration Guide Addendum

The addendum to the Configuration guide but with more details and screen shots. This document is regularly updated with new information.


Enterprise application team, key users, screen designers, application developers

1.4.5 Useful Links

Name Purpose Location SAP Personas Application Help

High level help that explains Personas Initialization, Flavors and Administration Transaction.

http://help.sap.com/saphelp_personas200_silverlight/helpdata/en/33/30f15101d9445ee10000000a423f68/frameset.htm

SAP Screen Persons – Getting Started on SCN

A compilation of links that has demo videos, SAP Screen Personas Basic, Scripting and Technical Documentation.


Myth vs. Truth Documentation

Outlines the Truth and Myth of SAP Screen Personas

http://www.sap.com/bin/sapcom/en_us/downloadasset.2014-




















http://www.sap.com/bin/sapcom/en_us/downloadasset.2014-04-apr-29-17.sap-screen-personas-myths-versus-truth-about-usability-and-the-user-experience-pdf.bypassReg.html




04-apr-29-17.sap-screen-personas-myths-versus-truth-about-usability-and-the-user-experience-pdf.bypassReg.html

Fiori Design for SAP Screen Personas

How to make personas look like Fiori http://experience.sap.com/fiori-guidelines/#FioriDesign





http://experience.sap.com/fiori-guidelines/%23FioriDesign

http://experience.sap.com/fiori-guidelines/%23FioriDesign



2. Introduction SAP Screen Personas allows companies to improve user productivity through personalization of their SAP

ERP screens. By providing the right information to the right users in the right context, they can get more

done in less time with greater accuracy. With more intuitive SAP screens, organizations can enhance user

satisfaction, minimize training time, and spend less money on screen modifications.

Delivering a good user experience does not only rely on technology. You need to:

Understand the needs of PEOPLE

Know the BUSINESS value

Use flexible SOLUTIONS & TECHNOLOGY

Follow user-Centric PROCESSES

While SAP is known for its extensive functionality and fast performance, many organizations are placing

intuitive user experience at the same level of importance for evaluating new software purchases. Personas

allows SAP to empower its customers with an extensive do-it-yourself tool kit to:

Improve end user’s productivity and satisfaction

Save costs on training and technical support by simplifying UIs and business processes

Provide systems that can be used by all employees and not just business experts

Design thinking methodology allows you to successfully execute a Personas project. The dates that are

given are estimates on how you should plan a project. Depending on the complexity of the transaction

and what you are planning to do with it, the whole process can be shorter or longer. Make sure you

obtain feedback early and often to ensure alignment with the business objectives, increasing the

probability of success of the project.

Example flow chart

How to use this document

1. Start with the Business Users and Qualification Questionnaire

2. Follow the steps in the Process Overview

3. Maintain close communication with the customer throughout the project to ensure alignment on

the objectives

Good luck!



3. Qualification Questionnaire

Before starting the project, you must qualify the business owner and ensure that they have the right

people, process, and technology in place to support a Personas project.

Discuss the following issues with your Business owner BEFORE starting the project.

People

Have you identified the following roles, all of which are important for a successful project:

o Executive sponsor

o Business process expert

o People familiar with SAP transactions that will be modified

o Person with design skills, preferably with software user experience skills

o Person with skills in using SAP Screen Personas (training can be part of the project)

o Basis person to install and configure Personas add-on, update kernel as needed, address security

issues

o End-users (people that actually use the transactions in their daily work) to participate in interviews

and design reviews.

Can you ensure that the personnel responsible for these areas will be readily available to assist during

the project? End user involvement is critical to the success of the project because of the knowledge

they possess on the business process.

Process

What metrics will you track before and after to measure the success of the project?

o For example: Number of steps it takes to complete a process

o Time for the whole process

List the intended application areas and the potential use cases you would like to target during the

Personas project.

Which SAP transaction codes are associated with these use cases?

Which specific use cases (transactions) do you have in mind for Personas and what is the planned time

frame?

What is the approximate number of users targeted for your transaction?

Technology (IT Environment)

Do you meet the Software Requirements listed for the service?

o Kernel 7.21, patch level 228 / 7.40 patch 65 / 7.41 patch 31 or higher (MANDATORY)

o Latest Note / patch of the Personas client (MANDATORY)

o Server with sufficient capacity identified where you will install the Personas add-on

o Silverlight 5.x plug-in installed in browser clients

Do you have the necessary know-how in-house to properly install, configure and administer the add-

on?

Do you need help from SAP with Personas or systems administration / tuning / installation?



Can you provide remote connection to SAP to verify backend prerequisites (via OSS)?

Do you have a well-defined security structure in your current environment, where existing SAP user

roles correctly define the distinct user groups for which Personas customization will be used?

Are you currently using the WebGUI to access ECC transactions? If yes, are there any performance

concerns?

Design

Do you already have an established theme concept, available branding elements, colors and other

resources available to be used in Personas custom views? (e.g. Corporate branding and style

guidelines)

Have you already performed user experience research with your business users?

Timeline

Will the software be installed so it is ready for the start of the project?

Will you be able to make end-users available for user research, design iterations, validation and

testing?

If productive deployment is planned, what is the project start and go-live date?



4. SAP Screen Personas Environment

Make sure you have all the appropriate SAP Screen Personas documentation.

Installation and configuration guide

System administration guide

User guide

Performance Optimization Guide



5. Process Overview

The following diagram shows a rough outline of what steps are performed at each phase of the project.

Preliminary Steps Project Execution Wrap-Up

Project Setup

Scoping the Project

Technical Enablement

Landscape Check

Installation

Configuration

Discover

Design

Develop

User Feedback

QA/Testing

Final Delivery/Handover

Preliminary Steps

Scoping the project

Review agenda, set expectations, discuss logistics

Scoping the project

Discuss use cases with business owners

What is the business problem they want to solve with Personas?

How many scenarios do they want to work on? Which ones?

Do they want training?

Feasibility check (today this is a manual check with PSO or Imagineering, it should also include

functional experts to validate the business scenario)

Effort estimation by functional expert and Personas expert / developer.

Technical Enablement

Do all realization team members have the proper training in SAP Screen Personas?

Set proper expectations on what can be done with Personas and how easy it is to use

Landscape Check

Verify that the customer’s IT environment can accommodate Personas. Verify SAP version,

kernel level, patch level, and hardware sizing.

Project Execution

Installation and Configuration

Install and configure Personas

Validate installation and configuration to ensure ongoing optimal performance.

(MANDATORY)

Make sure that if issues arise, you can provide remote and direct system access to the SAP

support team



Discover

Analyze the business process, the process steps, and the single tasks, which an end user needs

to conduct in order to complete a process. This step focuses heavily on interacting with end

users of the transactions.

Design

In the Design Phase create preliminary prototypes of data flow and validate them with

business and technical experts. This is a highly iterative process between business process

owners and the SAP Screen Personas designer.

Develop

In the Deliver Phase the actual Personas screen is developed.

Wrap-up

User Feedback

In this step, we meet with the business users to validate that the Personas transaction that

addresses their needs.

QA/Testing

Prior to the project completion and handoff, we extensively test all the functionality in the

prototype to ensure that it works as planned.

Final Delivery/Handover

This is the final meeting in which we review the project goals, demonstrate the Personas

proof-of-concept, and discuss the business value.



6. Process Steps This section provides more detail on the individual steps that should be part of the POC, along with an

approximate time line.

These are all suggestions on how to run a Personas Project

Task Activities Deliverables

Pre

limin

ary

Ste

ps

Project Setup Agenda, Overview, Expectations

and Logistics

Kick off Workshop Introduce of project team; discuss

project approach and timeline

Landscape check

Check technical requirements for

backend and frontend; determine

necessary actions

Checklist with finding

and instructions

Installation,

Configuration,

Enablement

Support add on installation;

configure of SAP Screen Personas;

Introduce features of SAP Screen

Personas

Configuration

documentation

Pro

ject

Exe

cuti

on

"Discover"

Analyze use case to optimize

using end user interviews; analyze

and visualize findings; review with

end users

Process flow

Issue categorization

"Design"

Create preliminary prototypes

and validate them with

customer’s SAP business and

technical experts

Validated Wireframes

Visual Designs

"Deliver"

Implement the new designed

screens in the SAP Screen

Personas Tool

SAP Screen Personas

Prototype

Wra

p-u

p User Feedback Gather feedback

QA/Testing Ensure that everything works as

expected

SAP Screen Personas

Prototype



Final presentation Present the project results Project Result

Documentation

** All the above are suggestions. For simple transactions the whole process could be less, and some more

complicated can take longer.

6.1 Project Scoping Define roles and responsibilities

Team Roles

The team may include: business users, business analysts, IT professionals. The actual team

members may assume multiple roles listed below (e.g. a design resource may perform

user research, interaction design and visual design)

Project Owner/Manager – Oversees the progress of the research and design phases.

Assists with research activities. Helps the team communicate risks with certain design

approaches and escalate limitations that effect the User Experience significantly

User Researcher / Design Thinking - Leads any user research and Design Thinking

workshop activities collecting data for the team and validates concepts with users.

Interaction Designer – Participates in all user research and design thinking workshops

establishing requirements. Communicates interactive versions of the designs so that

they can be assessed. Evaluates what is being built throughout the process.

Visual Designer – Creates the actual look and feel and a visual hierarchy that directs

users’ attention to what is important. Helps to guide the user through their

experience

UX developers / SAP Screen Personas experts

Business process experts

o Responsible for design validation

End users

o Provide input to the SAP design experts

UX developers

What you need to check

Obtain SAP Screen Personas software

Provide the IT infrastructure (server)

Provide fixed contact people in the business and IT departments

Complete action list from landscape check

Install the SAP Screen Personas application on the system

Attend enablement workshop

Delegate end users for interview

Review interview findings

Validate prototype design



6.2 Technical Enablement

Responsible: IT

Landscape check

Analyze the prerequisites of the landscape

Check that remote access is available

Check backend and frontend prerequisites

Check designated backend transaction and test data

Ensure the system landscape (including configuration and data) of which the SAP Screen Personas

screens will be built upon will be the comparable to the productive environment.

Output: Checklist with finding and instructions

Follow the steps in the SAP Screen Personas Installation and Configuration Guide.

Installation Support & Configuration

Install and customize the SAP Screen Personas Add-On

Support from basis team during installation

Check installation

Provide necessary customizing for SAP Screen Personas Add-On

Output: Configuration guide with screenshots from basic settings in customer system

Follow the steps in the SAP Screen Personas Installation and Configuration Guide.

Gate: Move forward only if installation and configuration are validated and customer infrastructure is

sized sufficiently to deliver proper performance.

6.3 Discover

**The following are suggestions on how you might approach a SAP Screen Personas Project**

Responsible: Designers/Business Owners

After the SAP Personas system is installed and configured, the “Discover”, “Design”, “Deliver” phases start.

These three phases follow the Design Thinking methodology, aiming to deliver designs that optimize the

user experiences.



Discover Phase

The goal of the Discover Phase is to analyze the business process, the process steps and the tasks for an

end-user to complete a process. Through end-user interviews and observations, the design team gets a

complete picture of issues and potential pain points in this process.

Ideal Staffing and End-User Research Conditions:

Two user researchers (one interviewer and one note/artifact taker)

Conducting interviews on-site with end-users in their typical work environment.

Record user sessions through remote conferencing software (e.g. SAP Connect – internet access

required on-site)

Alternative Conditions:

Can conduct some initial user interviews with subject matter experts and select end-users

remotely with balance of end-user interviews on-site.

Key Tasks:

Scheduling of interviews, 5 end-user interviews are recommended per use case (good sample size)

Conduct user research through individual end user observations or end user interviews

Understand what fields and buttons are needed and not needed. What are

primary/secondary focus items for the user?

What is the workflow users are following while performing their tasks? Identify repetitive

activities, fields where fixed or easily pre-determined values are entered, navigation steps

that can be automated etc.

Analyze and visualize interview findings and review them with the end users



Output: User Journey Map (outline end-user’s task flow and highlighting end-user’s current pain points)

Information Flow (visualize the screen elements used by the end-user currently)

6.4 Design

Responsible: Designers/Business Owners

Design Phase

In the Design Phase the design team creates preliminary designs and check technical feasibility with

technical experts.

Designers work with business users to determine a preferred design approach from the following:

1) Target Design Approach – design team will deliver the ideal design for best user experience

2) Feasible Design Approach – design team will deliver a design based on standard SAP Personas

capabilities.

Each design approach has its advantage and should be determined based on the customer’s

requirements.

Designers create preliminary designs and check technical feasibility with technical experts

Team and business users iterate on designed solution

If there is custom-code, special attention needs to be paid to it



Sign-off on designs: Ideally, the end-users that participated in the interviews also participate in the

design reviews to provide feedback on the designs. Key stakeholders are responsible for the final

sign-off.

Output:

Output should be clickable mockups, data flow and other materials that will convey the Screen Personas

Screens.

Wireframes, Documentation and Visual Design – A wireframe is a visual guide that represents a skeletal

framework of the screens. Visual Design; Make sure to include pixel details in the visual design and

placement details of all the UI elements

6.5 Deliver

Responsible: Project Team

In the Deliver Phase, the actual Personas screens are developed.

project team implements the agreed design proposal in SAP Screen Personas

business users validates implementation

Instructions on how to build screen in Personas is covered in the SAP Screen Personas User Guide.



To ensure satisfactory performance on the screens you build during the project, follow the guidelines

outlined in the SAP Screen Personas Performance Optimization Guide.

The end-user journey map is reviewed with the stakeholders (and ideally the same end-users who

participated in the interviews). A demo of the prototype is given to the review participants and a before

and after analysis is presented.

Output: SAP Screen Personas project results, technical documentation, design artifacts (journey map,

visual designs, before and after comparison).

Gate: Move forward only if there is agreement from Business users and the Personas design will make

their life significantly easier by delivering productivity improvements on the defined use cases. (Design

validation)

6.6 User Feedback

Responsible: SAP Screen Personas Project Team

In the User Feedback phase, the design and project team will conduct usability test with the business end-

users, observing how users are using the newly developed solutions, and collect key metrics of user

satisfaction.

6.7 QA and Testing


Ensure all test cases are captured during the design/development phase. Ask the functional subject matter experts to define / prepare these test scenarios and to provide suitable data to run them.

Ensure all possible test cases are tested by the customer and approved. These should first be tested by subject matter experts and as a follow-up, by end users to make sure they cover typical use scenarios and possible error situations.

If there were defects encountered, ensure the defect resolution is captured and the test cases are retested. Follow up that test iteration results are sufficiently documented (for instance in a spreadsheet or similar). This should contain for instance: the test case description, expected and actual results, test date/time, indication of pass or fail, any experienced issues and the recommended resolution.

Designate individual test users representing any distinct user groups to make sure that customized transactions will work correctly with the planned security concept and authorization settings.

Gate: move forward only if everything on the screen consistently works as expected. Performance should

meet customer expectations. (Implementation validation)



6.8 Final Delivery and Handover


Ensure all agreed upon deliverables are complete and handed over to the customer, along with any necessary documentation

Conduct knowledge transfer to the appropriate customer resources regarding the completed test cases and the solution

Ensure the customer has reviewed and approved the deliverables

Get sign-off from responsible subject matter experts indicating that each test case is complete and

executed without errors

.Journey map

Visual designs

Before and after scenario comparison

Testimonial/reference from select end-users and/or key stakeholders

Final sign-off by key stakeholders