Helpful advice from SAP.
By now, most IT leaders have become convinced of the need to move their organizations away from a mindset of delivering functions and features, and move toward a focus that puts the user’s true needs at the center, employing design thinking principles.
Why should you create your own UX strategy? Where do you start, and how do you embrace UX across the enterprise? From my experience, the best way to begin is by analyzing three elements:
A great example is a project we did with Coca-Cola HBC. They run several call centers for customers ordering by phone. As an additional sales channel, Coca-Cola HBC wanted to offer a web shop to enable customers to place orders in a few clicks. The primarily challenge was to ensure high customer acceptance of the future web shop. To make ordering items as easy as shopping at Amazon for customers throughout Europe, Africa and Russia, the real needs and requirements of the end users had to be discovered.
Another great example of a quick win is a project we did with another customer. The users complained about the usability of a dashboard that was created with an SAP BusinessObjects tool. Our first step was to observe how users currently work with the dashboard and what their needs and pain points are. We observed that the most important information for the users were just a few KPIs.
Most of the users were lost using the existing dashboard, because the structure and functionality was unclear to them. We consolidated all findings and re-designed the dashboard to fit the needs of the end users. Do you know what the most interesting outcome was? The changes could be done with the same tool they used to create the initial dashboard. It could be easily implemented in the existing environment and users really like the new dashboard.
That outcome is exactly what you want to happen. You probably do some more UX projects and excite more users, but once more business units take an interest in UX, you’ll need to begin developing the needed skills to scale your efforts. And that leads to the next step in the UX strategy: developing a UX center of excellence, with the following goals:
So where does this strategy lead? By bringing design skills in your organizations you will experience working and engaging with your end users and business units in a new way. These skills will not only help you to improve user experience, but also help you to build a culture of innovation.
The final outcome is the transformation of IT into a value generator and the transition of the CIO into the role of chief innovation officer. Fortified by the growing understanding within the enterprise about the value of UX, the CIO can use that energy to build a culture of innovation, through the right people, processes and new types of workspaces. New possibilities for value will begin to reveal themselves as the UX mindset takes hold and is combined with exciting new solutions, technologies and tools such as SAP Fiori, SAP Web IDE, SAP Screen Personas or SAP HANA.
By following this step-by-step approach, you can move your organization not only into a UX mindset but into the role of value-generator through innovation. And in the end, that’s what UX is all about: generating value through innovation.
Neil ran his first SAP transformation programme in his early twenties. He spent the next 21 years working both client side and for various consultancies running numerous SAP programmes. After successfully completing over 15 full lifecycles he took a senior leadership/board position and his work moved onto creating the same success for others.