design & co-innovation with sap's customers

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The way people perceive and work with software has dramatically changed over the last few year. A good user experience is no longer optional, but rather an expectation and potentially a competitive advantage for those that leverage it. At SAP, the Design & Co-Innovation Center works closely with customers to improve their existing software investments as well a craft new software solutions. In the last year we recognized the fact that – beyond simply building better software – it is vital that we also support our customers in establishing design practices within their own organizations. The combination between flexible & well designed enterprise software and design driven customer environments is a potent way to create engaging experiences for back office users. In our talk we will share our experience and give both examples and insights on how to move user experience to the next level within various organizations.

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  • 1. Marion Frhlich, marion.froehlich@sap.com Tobias Haug, tobias.haug@sap.com WITH SAPS CUSTOMERS DESIGN & CO-INNOVATION

2. 2 2013 SAP AG - Design & Co-Innovation Center. All rights reserved. WHO ARE WE 3. 3 2013 SAP AG - Design & Co-Innovation Center. All rights reserved. WHO ARE WE 4. 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. 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. 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. 7 2013 SAP AG - Design & Co-Innovation Center. All rights reserved. A global team of designers, strategic consultants and project managers 63+PEOPLE 23LANGUAGES 20INDUSTRIES 7 SAP DESIGN AND CO-INNOVATION CENTER 8. 8 2013 SAP AG - Design & Co-Innovation Center. All rights reserved. We help our customers to transform business into more delightful and eective experiences WHAT WE DO 2013 SAP AG - Design & Co-Innovation Center. All rights reserved. 9. 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 dierent disciplines working together in one building. 2013 SAP AG - Design & Co-Innovation Center. All rights reserved. 10. 10 2013 SAP AG - Design & Co-Innovation Center. All rights reserved. ENTERPRISE UX 2013 SAP AG - Design & Co-Innovation Center. All rights reserved. 11. 11 2013 SAP AG - Design & Co-Innovation Center. All rights reserved. today 12. 12 2013 SAP AG - Design & Co-Innovation Center. All rights reserved. Technology tools we use in our personal life are more ecient and productive than those used in our work life. ENTERPRISE UX 2013 SAP AG - Design & Co-Innovation Center. All rights reserved. 13. 13 2013 SAP AG - Design & Co-Innovation Center. All rights reserved. expectations 14. 14 2013 SAP AG - Design & Co-Innovation Center. All rights reserved. DESIGN VALUE INDEX 15. 15 2013 SAP AG - Design & Co-Innovation Center. All rights reserved. business requirement 16. 17 2013 SAP AG - Design & Co-Innovation Center. All rights reserved. DESIGN AND THE ENTERPRISE EXPERIENCE Illustration by Mauro Rego 17. 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-oce Outside Front-oce Consumer Inside Back-oce Enterprise 18. 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-oce experiences 19. 20 2013 SAP AG - Design & Co-Innovation Center. All rights reserved. how? 20. 21 2013 SAP AG - Design & Co-Innovation Center. All rights reserved. humanize 1 21. 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) 22. 23 2013 SAP AG - Design & Co-Innovation Center. All rights reserved. empower 2 23. 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. 24. 25 2013 SAP AG - Design & Co-Innovation Center. All rights reserved. empower 2013 SAP AG - Design & Co-Innovation Center. All rights reserved. 25. 26 2013 SAP AG - Design & Co-Innovation Center. All rights reserved. User Experience Center of Excellence SAP Design Services 26. 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. 27. 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/ 28. 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/ 29. 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. 30. 31 2013 SAP AG - Design & Co-Innovation Center. All rights reserved. CONTEXT 2013 SAP AG - Design & Co-Innovation Center. All rights reserved. 31. 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 oce space AppHaus Franchising Organizational change on all levels Consulting project 2013 SAP AG - Design & Co-Innovation Center. All rights reserved. 32. 33 2013 SAP AG - Design & Co-Innovation Center. All rights reserved. Our Journey 2013 SAP AG - Design & Co-Innovation Center. All rights reserved. 33. 34 2013 SAP AG - Design & Co-Innovation Center. All rights reserved. It is never too late to do the basics. Lead by example. Its eective. 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. 34. 35 2013 SAP AG - Design & Co-Innovation Center. All rights reserved. Its a journey, not a destination #1 OUR JOURNEY 2013 SAP AG - Design & Co-Innovation Center. All rights reserved. 35. 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. 36. 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. 37. 38 2013 SAP AG - Design & Co-Innovation Center. All rights reserved. Dont forget to messy middle #4 OUR JOURNEY 2013 SAP AG - Design & Co-Innovation Center. All rights reserved. 38. 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. 39. 40 2013 SAP AG - Design & Co-Innovation Center. All rights reserved. Its a journey, not a destination Think globally, act locally Be prepared to provided data Dont 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. 40. 41 2013 SAP AG - Design & Co-Innovation Center. All rights reserved. ENTERPRISE UX - VALUE 2013 SAP AG - Design & Co-Innovation Center. All rights reserved. 41. 42 2013 SAP AG - Design & Co-Innovation Center. All rights reserved. At the end of the day people wont 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. 42. 43 2013 SAP AG - Design & Co-Innovation Center. All rights reserved. Marion Frhlich, marion.froehlich@sap.com Tobias Haug, tobias.haug@sap.com