the tip of the iceberg - creating enterprise software which users will actually use

The Tip of the IcebergMaking enterprise software which users will actually useYariv Zur, SAPNovember 2013 Public

© 2013 SAP AG or an SAP affiliate company. All rights reserved. 2Public

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


Enterprise Software is difficult


Source: Udi Waizer, UI Origin

http://www.slideshare.net/EhudUdiWaizer/ui-origin


bad reputatio

n

highTCO

painful maintenance

CAUSE and EFFECT

suicidalthoughts

Source: Udi Waizer, UI Origin

http://www.slideshare.net/EhudUdiWaizer/ui-origin

6© 2013 SAP AG or an SAP affiliate company. All rights reserved. 6

Big DataMobile Social Cloud

Winter is coming…

7© 2013 SAP AG or an SAP affiliate company. All rights reserved.

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

http://www.slideshare.net/briansolis/official-slideshare-for-whats-the-future-of-business


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

http://www.slideshare.net/briansolis/official-slideshare-for-whats-the-future-of-business


Typical mobile users check their phone 150 times per day.

Source: Mary Meeker’s Internet Trends, 2013

Technology

http://www.slideshare.net/kleinerperkins/kpcb-internet-trends-2013


By the end of 2013, there will be more mobile-connected devices than there are people on earth.

Source: Cisco 2013

Technology

http://www.cisco.com/


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

http://www.pewsocialtrends.org/2013/03/14/modern-parenthood-roles-of-moms-and-dads-converge-as-they-balance-work-and-family/


The amount of data stored is doubling every 18 months.

Networks

Source: IDC, Aberdeen

http://www.idc.com/

Why does UX Matter?


$83 billion is estimated to be lost by U.S. businesses every year due to poor customer service.

Customers

Source: Genesys

http://www.genesyslab.com/


On average, loyal customers are worth up to 10 times as much as their first purchase.

Customers

Source: White House Office of Consumer Affairs

http://www.whitehouse.gov/


The Enterprise Software silent killer


The Bane of Corporate IT are consumer apps

Possible Approach


UI Evolution at SAP

http://www.google.com/url?sa=i&rct=j&q=iPad+3&source=images&cd=&cad=rja&docid=8rTqFn0LwNykdM&tbnid=SrfSaHT39I4ZpM:&ved=0CAUQjRw&url=http://www.bizrusonline.ie/shop/the-new-apple-ipad-16gb-wi-fi-black-3rd-generation/&ei=ves1UejsHsftsgasmoHQCQ&bvm=bv.43148975,d.bGE&psig=AFQjCNHdGglg9CbQcLY19mcL34Oni_Dvuw&ust=1362574638707450




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.


Top use scenarios

Existing

Applications

RENEW ENABLENEW

New

Applications

Usa

ge/R

each

The SAP user experience strategy


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


Photo & Video Sharing

Location Based Services

Mobile Payment

Loyalty

Get Closer to your Fans


Redemption & Payment

Loyalty

Targeted Recommendations

Targeted Offers

Personalize your

Shoppers’ Experience


Product Review & Manuals

Parts Replacement

Interactive 3D Instructions

Make Product Fun


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