design & co-innovation with sap's customers
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Marion Fröhlich, marion.froehlich@sap.com Tobias Haug, tobias.haug@sap.com
WITH SAP’S CUSTOMERS DESIGN & CO-INNOVATION
2 © 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
WHO ARE WE
3 © 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
WHO ARE WE
4 © 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
A LITTLE BACKGOUND
© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
5 © 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
A developer needs to be curious and also develop empathy for end users. Hasso Plattner
© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
6 © 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
WHERE WE ARE NOW
© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
7 © 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
A global team of designers, strategic consultants and project managers 63+
PEOPLE
23 LANGUAGES
20 INDUSTRIES
7
SAP DESIGN AND CO-INNOVATION CENTER
8 © 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
We help our customers to transform business into more delightful and effective experiences
WHAT WE DO
© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
9 © 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
WHERE WE WORK
The AppHaus concept is inspired by the Bauhaus movement, which represents different disciplines working together in one building.
© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
10 © 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
ENTERPRISE UX
© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
11 © 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
today
12 © 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
Technology tools we use in our personal life are more efficient and productive than those used in our work life.
ENTERPRISE UX
© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
13 © 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
expectations
14 © 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
DESIGN VALUE INDEX
15 © 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
business requirement
17 © 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
DESIGN AND THE ENTERPRISE EXPERIENCE
Illustration by Mauro Rego
18 © 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
DESIGN AND THE ENTERPRISE EXPERIENCE
Currently many companies do not apply design practices to the back-office
Outside
Front-office Consumer
Inside
Back-office Enterprise
19 © 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
Separate
Design as external resource
Peripheral
Design as part of the organization
Central
Design at the core of the organization
Integrated
Design integral to all aspects of the organization
DESIGN AND THE ENTERPRISE EXPERIENCE
Based on the model of S. Junginger (2012)
When design is fully integrated and also applied to back-office experiences
20 © 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
how?
21 © 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
humanize 1
22 © 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
PLEASURABLE
USABLE
RELIABLE
FUNCTIONAL
© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved. Designing for Emotion, Aaron Walter (2011)
23 © 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
empower 2
24 © 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
HOW TO MOVE ENTERPRISE UX TO THE NEXT LEVEL?
Build better experiences
Empower customers
© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
25 © 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
empower
© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
26 © 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
User Experience Center of Excellence SAP
Design Services
© 2013 SAP AG or an SAP affiliate company. All rights reserved. 27
ORGANIZATION & PROCESS
PEOPLE & CULTURE
INFRASTRUCTURE
DESIGN SERVICE - UXCOE
© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
© 2013 SAP AG or an SAP affiliate company. All rights reserved. 28
1 Unrecognized UX is “not important”
2 Interested UX is important but receives little funding
3 Invested UX is very important and formalized programs emerge
4 Committed UX is critical and executives are actively involved
5 Engaged UX is one of the core tenets of strategy
6 Embedded UX is in the fabric of organization
UX MATURITY MODEL
© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved. Renato Feijo, http://johnnyholland.org/2010/04/planning-your-ux-strategy/
29 © 2013 SAP AG - Design & Co-Innovation Center. All rights reserved. © 2013 SAP AG - Design & Co-Innovation Center. All rights reserved. M. C. Escher: http://www.panoptikum.net/m-c-escher/
30 © 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
What does design mean for you?
© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
31 © 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
CONTEXT
© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
© 2013 SAP AG or an SAP affiliate company. All rights reserved. 32
CONTEXT – UX FLAVORS
Awareness
Leporello Session
2hrs 1-3 yrs
Experience & Concepts
Hands-on Workshop
Showcase & Buy-In
Focus Project
Roadmap to integrate UX
Customized UX Guide
Customized creative
office space
AppHaus Franchising
Organizational change on all
levels
Consulting project
© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
33 © 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
Our Journey © 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
34 © 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
It is never too late to do the basics.
Lead by example. It’s effective.
Be one team. Really.
Design iterations.
Processes, protect us from what we want.
#1
#2
#3
#4
#5
OUR JOURNEY
© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
35 © 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
It’s a journey, not a destination
#1
OUR JOURNEY
© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
36 © 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
Think globally, act locally
#2
OUR JOURNEY
© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
37 © 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
Be prepared to provide data
#3
OUR JOURNEY
© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
38 © 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
Don’t forget to “messy middle”
#4
OUR JOURNEY
© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
39 © 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
We design with customers not for customers.
#5
OUR JOURNEY
© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
40 © 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
It’s a journey, not a destination
Think globally, act locally
Be prepared to provided data
Don’t forget to “messy middle”
We design with customers not for customers.
#1
#2
#3
#4
#5
OUR JOURNEY
© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
41 © 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
ENTERPRISE UX - VALUE
© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
42 © 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
At the end of the day people won’t remember what you said or did, they will remember how you made them feel.
MAYA ANGELOU
ENTERPRISE UX - VALUE
© 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
43 © 2013 SAP AG - Design & Co-Innovation Center. All rights reserved.
Marion Fröhlich, marion.froehlich@sap.com
Tobias Haug, tobias.haug@sap.com
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