user experience management: from feelings and perceptions to data driven decisions

December 2, 2014

User Experience Management:

From Feelings and Perceptions to

Data-Driven Decisions

2 © 2014 SAP SE or an SAP affiliate company. All rights reserved.

Agenda

How to lower TCO & drive ROI

Drive sustainability

Increase adoption

Build shared ownership

Drive continuous improvements

Remove the “Noise” from the

conversation with data

Jesse Bernal Senior Solution Architect &

Product Evangelist, Knoa

Software

Jesse Bernal has recently joined Knoa as

a Sr. Solution Engineer. Before joining

Knoa, Jesse worked at Johns Manville and

lead a multi-year implementation of a

single Service Delivery Organization for all

North American plants and business units.

As part of that effort, Jesse architected and

deployed the Knoa technology to drive

improvements to SAP Business Processes

in a manufacturing environment.

© 2014 SAP SE or an SAP affiliate company. All rights reserved. 3

PLAN BUILD RUN

SUSTAIN OPTIMIZE INNOVATE

User Adoption = Key to Business Value

More Change to

Business Process

/Attrition

Change to

Business Process

Initial Decision

Expert

Functional

Additional

Functions

Sub-standard

Go

Live

Source:: Adapted from META Group

12 – 18 months 18– 24 months 2 – 8+ years

Us

er

Pe

rfo

rma

nc

e

End-user performance degrades

without continuous training

TRANSFORM OPTIMIZE INNOVATE SUSTAIN

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Technology to Support User Adoption

SAP

Education

SAP UEM

5 © 2014 SAP SE or an SAP affiliate company. All rights reserved.

1 Lower TCO & Drive ROI

6 © 2014 SAP SE or an SAP affiliate company. All rights reserved.

KNOa = Knowledge

© 2014 SAP SE or an SAP affiliate company. All rights reserved. 7

2 Drive sustainability

8 © 2014 SAP SE or an SAP affiliate company. All rights reserved.

knoA = Analytics

9 © 2014 SAP SE or an SAP affiliate company. All rights reserved.

3 Increase adoption

10 © 2014 SAP SE or an SAP affiliate company. All rights reserved.

knoA = Adoption

11 © 2014 SAP SE or an SAP affiliate company. All rights reserved.

4 Build shared ownership

12 © 2014 SAP SE or an SAP affiliate company. All rights reserved.

knOa = Ownership

13 © 2014 SAP SE or an SAP affiliate company. All rights reserved.

5 Drive continuous

improvement

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Can You Silence the “Noise” at Your Company?

Simplify My

Screens

Streamline

my business

processes

Make SAP

faster

Reduce Training

requirements for

my users

Help me run my

business better

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How Does it Work?

Desktop Agent to understand the true

user experience

Database and Application Server

Business Objects Dashboards and reports to help drive decisions

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Find the Answers

What?

SQ01

179 Errors

Who?

Leticia

needs

some help

Where?

US-EMP

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Dive Deep Into Actual Data

User Workflow: Pavithra Kirshnaraju

When?

3:38:40 PM

How?

Tried to add

G/L account

item

Why?

Posting can

not occur

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Refine Your Business Processes

Who?

FB01 has

233 Errors Emily &

Heidi

Where? Clear G/L

Why?

Who?

543 Current

Errors

How?

Workflow

shows the

detail

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High Value Use Cases

CHANGE

MANAGEMENT

Increase user

satisfaction

Simplify workflows

Usability initiatives

Migration to UI5 or

Open UI

BUSINESS PROCESS

Increase efficiencies

Measure application

adoption

Identify bottlenecks &

improve workflow

HELP DESK

Deliver pro-active

support

Eliminate issues

Reduce ticket count

Minimize disruption

during upgrades

TRAINING &

EDUCATION

Test training

effectiveness

Assess user training

needs

Develop targeted

sustainment training

Product Demo SAP User Experience Management by Knoa

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Next Steps

• Ask us for help to build your user experience roadmap

• Pilot the solution first to ensure the tools will help

• Identify key improvement areas to drive your ROI

• Develop your TCO calculation to include user performance and adoption

cost

• Understand the cost of doing nothing

Questions

Resources Learn more about SAP User Experience Management by Knoa and the

entire SAP Education portfolio

http://www.sap.com/uem-by-knoa

Video: Measure the performance of all users, all the time

See the entire portfolio of offerings

Contact SAP Education 1-888-777-1727

Follow SAP Education

© 2014 SAP SE or an SAP affiliate company. All rights reserved.

Thank you

Jesse Bernal Senior Solution Engineer &

Product Evangelist

Knoa Software

5 Union Square West

New York, NY 10003

M 419.309.4072

jbernal@knoa.com