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SAP's New Global Trade ServicesUser Experience2010 and Beyond

Ben CeaserDirector, GRC Solution ManagementSAP Labs LLCMay 2010

Session 1306

© 2010 SAP AG. All rights reserved. /

Safe Harbor Statement

This document is intended to outline future product direction, and is not acommitment by SAP to deliver any given code or functionality. Any statementscontained in this document that are not historical facts are forward-lookingstatements. SAP undertakes no obligation to publicly update or revise anyforward-looking statements. All forward-looking statements are subject tovarious risks and uncertainties that could cause actual results to differ materiallyfrom expectations. The timing or release of any product described in thisdocument remains at the sole discretion of SAP. This document is forinformational purposes and may not be incorporated into a contract. Readersare cautioned not to place undue reliance on these forward-looking statements,and they should not be relied upon in making purchasing decisions.


Agenda

1. GTS User Experience Project Overview

2. GTS 10 User Experience Technology Overview

3. User Centered Design at SAP

4. GTS 10 User Research Findings

5. The New GTS 10 User Experience

6. Benefits for GTS 10 and Beyond


GTS 10 and BeyondUser Experience Project Objectives

UsabilityProductivityEnd User satisfaction

HarmonizationGRC 2010 SuiteBusiness Suite

Total Cost of OwnershipCheaper to extend UIEasier to personalize

Collaboration


GTS 10 User Experience ProjectTeam

GTS Customers PartnerEcosystem

SAPConsulting

CustomerAdvisory

Office

SolutionManagement

UserExperience

GTSDevelopement

SAP Product Team

Key Influencers


Agenda








GTS 10 TechnologyFacts and Figures

PlatformNetWeaver 7.02

User Interface TechnologyNew UI – WebDynpro ABAPClassic UI - Dynpro

PrerequisitesGTS 10+

Deployment OptionsPortalNWBCSAPGUIBrowser

© SAP 2007 /

GTS 10NWBC and Portal Deployment Options

GTS 10 User Interface Architecture

© SAP 2009 /


Agenda







© SAP 2009 /

Focus on real end-users

Validate requirements & designs

Design, prototype, & develop products iteratively

Understand & design for a holistic user experience

In a Nutshell, the 4 Principles of UCD

Focus on real end-users

Validate requirements & designs

Design, prototype, & develop products iteratively

Understand & design for a holistic user experience

© SAP 2009 /

Focus on Real End-Users

Engage end users who use the product early and continuously – NOT just”proxies” who buy the product or manage those who use it

Proxies typically do not understand end users’ daily needs and pain points deeply enoughto represent them

Understand end users:Characteristics, e.g., backgrounds, skill levels, and responsibilitiesGoalsTasks and activities Typical use casesUse of other software and artifacts needed to perform their jobsOrganizational and social contextsWorkflows within these contexts

© SAP 2009 /

Validate Requirements & Designs

Observe, measure, and record end-users’ feedback and performance on tasksand activities throughout the product design and development lifecycle:

Validate end-user profiles – Design for the right end-users!Validate end-user requirements – Build what end-users need!Validate step-by-step use cases – Provide a blueprint everyone at SAP can follow toinsure that the right content is provided for the right end-users!Identify usability issues on low- to medium-fidelity prototypes and running applications –Fix issues early, before software is released!Benchmark the usability of “shipped” products with standardized usability tests – Measurehow usable our products really are and strive to improve every release!

© SAP 2009 /

Design, Prototype, & Develop Products Iteratively

Design, prototype, and develop product iteratively:Create and refine scope, quality, and fidelity continuouslyStart with light-weight paper mockupsIncrementally build up functionality and fidelity in prototypesIncorporate feedback from usability evaluations on prototypes and iterative UI designsIncorporate feedback from formative and benchmark tests of running applications intofuture releases

© SAP 2009 /

Understand & Design for a Holistic UserExperience

Hear about our softwareOrder or subscribe to itPay for itSet it up (install/activate)Use it

Change or personalize itMaintain itDiagnose and report problemsFix problemsDeactivate/uninstall/dispose of it

In a holistic approach, we consider how people:

A holistic philosophy addresses different needs:

Customers want our software to be:Easy to install and integrateEasy to update and maintainRequire minimal trainingHelp productivitySupport workgroups

End users want our software to:Match how they thinkSupport their work activitiesProvide satisfying user experiencesPerform smoothlyPresent information clearly

© SAP 2009 /

The Five UCD Steps

Determine UCD activitiesPlan resources, timeline, budget Understand the market

and businessopportunity

Get an understanding ofend users‘ goals,tasks, and needs

Define what you are going to buildfrom a user’s perspective

Write use casesCreate UI prototypes iterativelyValidate design ideas with end users

Ensure design continuityas the system is coded

Measure the usabilityof released product


Agenda








GTS User ProfileUsers’ Job Title Term Frequency Visualization

Courtesy of http://www.wordle.net/.

http://www.wordle.net/.


User Research Findings

Findings

• Too many clicks

• Structure of Compliance Organizations

• Escalation process

• Address formatting

• Evaluation of SPL blocks

Surprises

• Most users are not power users

• “No one trained me to use that”

• SPL Master


Agenda





5. The New GTS 10 User ExperienceInformation ArchitectureSPL Master ExampleSPL Exception ResolutionManagement Dashboards



GTS SPL Screening Information ArchitectureBefore (GTS 8.0)


GTS SPL Screening Information ArchitectureAfter (GTS 10)

GTS 10 Global Trade Administration Service Map


GTS SPL Screening Information ArchitectureAfter (GTS 10)

GTS 10 Trade Compliance Service Map


Agenda








SPL MasterBefore (GTS 8.0)

ObjectiveCreate, view or edit an entity on theSanctioned Party List

User Research Findings1. Users were leaving GTS to viewSPL entity information in thecontent provider’s website eventhough this information wasavailable within GTS!

2. The most important fields for theuser are Name, Address and URL

Issues• Key information scattered acrossseveral tabs• Name and address informationobscured•Not accessible anduncomfortable for end users


SPL Master AnalysisSolution (GTS 10)

ObjectiveCreate, view or edit an entity onthe Sanctioned Party List

Solution• Analysis of SPL Master contentyielded data which dictated thefrequency of field usage and the“sweet spot” for the number ofname and address records todisplay• All key information is displayedon the first page• Separate fact sheet for SPLmaster display for consumptionby end users


SPL Master Fact SheetAfter (GTS 10)


Agenda








What is Sanctioned Party List Screening?

GTS Blocked Business Partner Resolution

= ?

Is my Business Partner this bad guy?


Proposed New SPL ProcessCompliance User


Proposed New SPL ProcessBasic User (Level 1 Review)


Product Demonstration

GTS 10 Sanctioned Party List Screening ExceptionResolution Process


Agenda








Product Demonstration

GTS 10 Management Information Dashboards


Agenda








GTS User Experience Renovation

GTS 10ValidationTesting

BeyondPrioritization of UI DevelopmentUser ResearchValidationTesting

A Call to Participate


GTS User Experience Renovation Benefits

UsabilitySimplified information architectureIncreased productivityInternal and external collaborationEscalation processes with workflow

Even More ComplianceCase Management 2.0More usable audit trail reports

Lower Cost of OwnershipMultiple deployment optionsDecreased training costsEasier to enhance

Summary of Benefits for GTS 10 and Beyond


Thank you!


ContactBen Ceaser

SAP Labs LLC3408 Hillview AvePalo Alto, CA 94303

[email protected]

mailto:[email protected]

http://www.sap.com/


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