Measuring and Optimising User Performance with SAP User Experience Management by Knoa

Transcription

1 Measuring and Optimising User Performance with SAP User Experience Management by Knoa Peter Anderson 08 November 2018

2 Agenda Introduction The Intelligent Enterprise Changing Enablement in the Cloud Measure and Optimising User Performance Summary and Value Questions and Answers. 2

3 Meet Today s Speaker Peter Anderson is a Solution Principal with SAP s EMEA Education Solutions team. providing customers with support, advice and assistance on all aspects of the SAP Education portfolio. With a passion for learning and technology, Peter has SAP programme experience as both a learning specialist and finance consultant over the last 14 years. Prior to this, Peter worked as a qualified accountant within a global SAP environment. 3

4 The Intelligent Enterprise

5 The Digital Era is Evolving into The Intelligence Era Mainframe & PCs 1960s 1980s Client Server & Internet 1990s s Cloud, Mobile & Big Data 2000s s Intelligent Technologies 2010s s ENABLING TECHNOLOGIES Transistors & silicon revolution Large scale Mainframe Computing adoption Emergence of PC s Plant floor automation Widespread PC adoption Broadband Internet ERP and business process technologies Mobile & Smartphone ubiquity Cloud Computing Social Networks Big Data Machine learning (ML) and artificial intelligence (AI) Internet of things (IoT) and distributed computing Blockchain CUSTOMER VALUE CREATION Industrial Automation Business Process Automation Digital Transformation Intelligent Enterprise 5

6 SAP Solutions for the Intelligent Enterprise 1 Intelligent Suite THE INTELLIGENT ENTERPRISE features 3 KEY COMPONENTS: 2 Digital Platform 3 Intelligent Technologies 6

7 The Intelligent Enterprise Accelerates Value Creation Capabilities Outcomes Visibility the ability to collect and connect data that was previously siloed and recognize unseen patterns Focus the ability to simulate the impact of potential options and direct scarce resources to the areas of maximum impact Agility the ability to respond faster to changes in the marketplace or the business and pivot business processes towards the right customer outcomes Do more with less and empower employees through process automation and freeing up people to do more meaningful work Deliver best-in-class customer experience by anticipating and proactively responding to end-customer needs Invent new business models and revenue streams by monetizing data-driven capabilities and applying core competencies in new ways 7

8 Embedding SAP UEM by Knoa into the Digital World Augmented Me CoPilot User Analytics? Web Assistant 8

9 Changing Enablement Reality

10 3 C s of Changing Enablement Realities in the Cloud Continuous Learning Changing Roles Choice & Flexibility 10 Customer

11 1 Continuous Learning: Innovation Drives the Cycle Annual innovation cycles Old World Several years to get 80% adoption by customers New Cloud World Quarterly innovation cycle Immediate adoption by all customers Integrated knowledge production process Year 1 Year 2 Year 3 Q1 Q2 Q3 Code Code Code Code Training content Training content Customer Adoption Customer Adoption 11 Customer

12 2 Changing Roles: End-users Drive Adoption SAP UEM by Knoa allows you to know what your users need and want Cloud is changing the game Users are changing the rules Cloud rewrites the role of IT, LOB and of the end-user 12 Customer

13 3 Choice & Flexibility: The Blended Learning Approach Extended knowledge and learning offerings Digital & Social Learning Content reuse and aligned design In-Product In context and for me = personalized SAP UEM by Knoa Know what Works Classroom 13

14 The success or failure of a major software application deployment or upgrade has a direct correlation with the thoroughness of the training provided. Gartner 14

15 The SAP Education Digital Learning Approach A continuous cycle of adoption, innovation, and learning 1. Prepare your functional teams, super users, and other key users. 2. Mobilize your business for change. 5. Sustain, adapt, innovate. Learning Adoption Optimization Sustainment Innovation 4. Measure and optimize performance. 3. Train end users to perform at the highest levels. 15

16 SAP Education Solutions A complete portfolio of Training, Software, and Services to support You and Your People Prepare functional teams, super users, other key users. Mobilise your business for change. Train end users to perform at the highest levels. Measure and optimise performance. SAP Instructor Led Training SAP Organisational Change Management SAP Enable Now SAP User Experience Management by Knoa (SAP UEM) SAP Learning Hub with SAP Live Access SAP Assessment Management by Questionmark Project Enablement Services Learning Needs Analysis for Project Team Training SAP Expert-on-Demand Customer-specific training Organizational Change Management Services Communications Risk Management Stakeholder Management Super User Preparation and Strategy Development End User Training Services Learning Needs Analysis and Strategy Design Instructional Design and Content Development Train-the-Trainer Workshop Training Delivery SAP UEM Services Implementation Data Analytics Assistance SAP SAM Services Implementation 16

17 Measuring and Optimising User Performance

18 70% 50% 5X of all failed software projects are caused by poor user adoption < Forrester Research > of software functionality paid for and licensed is not adopted by end users < The Butler Group> the expense toll to support under-trained employees < Gartner Group > 18

19 Real-time analytics The SAP User Experience Management application by Knoa provides real-time analytics on how users execute business transactions. Customer 19

20 incomplete diverse hearsay emotional complete data-driven actionable Stakeholder Response

21 Design thinking for User Experience Emotional Innovation Process ( Viability ) Experience Innovation Process Innovation People (Desirability) Technology (Feasibility) What is the impact of user experience? Systems interaction and efficient use is determined by effective solution adoption. Functional Innovation Application adoption is key to maximising performance and ensuring return on SAP investment. We seek to leverage the Experience innovation opportunity to achieve world class competitive advantage. 21

22 Monitoring the real user experience in SAP applications SAP UEM by Knoa provides real-time analytics about how users interact with SAP software. Metrics include: User adoption User efficiency Application performance Business workflow execution SAP UEM by Knoa provides user analytics for all SAP applications old (SAP R/3/ECC) and new (SAP S/4HANA): SAP GUI and GUI for HTML SAP Enterprise Portal SAP Business Client SAP Screen Personas SAP S/4Hana SAP SuccessFactors SAP Fiori apps & SAPUI5 22

23 SAP UEM by Knoa helps to drive User Adoption and Increase Efficiency Understand your users Evaluate user system behaviors in SAP Data driven decisions 23

24 SAP User Experience Management, Definition and Metrics SAP User Experience Management by Knoa provides unique insight on how employees interact with SAP applications, measuring impact on daily operations and providing KPI to: increase adoption, identify productivity savings and realise efficiencies. User Errors and System Errors Real End-to-End Response Time for all operations Utilisation: Active Time and Idle Time Step-by-Step Workflow of 100% of the User Activity 24

25 Who Benefits from SAP UEM Information? FUNCTIONAL SUPPORT TRAINING & EDUCATION CHANGE MANAGEMENT USER EXPERIENCE Deliver proactive user support Eliminate recurring issues Assess user training needs Develop targeted training content (Enable Now) Objective KPIs during UAT Benchmark performance before go-live Enable user experience initiatives (Fiori) Improve user satisfaction Reduce ticket count Minimise change management disruption Empower super user community Test training effectiveness Measure adoption of deployed functionality (standard & custom) Enable faster diagnosis and resolution 25

26 SAP User Experience Management by Knoa: Use Cases S/4HANA Migration Projects 1. Perform pre-migration assessment 2. Set testing targets 3. Decrease resolution time during hypercare 4. Identify superusers 5. Validate performance improvements 6. Measure adoption of new applications Business Process Optimisation 1. Measure process adoption 2. Identify business process improvement opportunities 3. Measure the impact of IT landscape changes on business processes 4. Identify top and bottom performers 5. Verify user compliance with best practices for process execution 6. Identify incomplete master data setup Application Development and Support 1. Prioritize application support initiatives 2. Measure the impact of application support initiatives 3. Determine what to test 4. Validate and document test coverage 5. Determine who will be impacted by application changes 6. Sunset customizations 7. Monitor performance issues during hypercare 8. Replicate issues encountered by production users End-user Training 1. Perform learning needs assessment 2. Provide targeted end-user training 3. Measure the effectiveness of training 4. Audit usage of training environments 5. Prioritize new training content development 6. Identify when users trigger errors to guide them through a process 7. Verify proper utilization of the application 8. Identify your superusers Support Desk 1. Proactively monitor issues experienced by production users 2. Validate issues reported to the Support Desk 3. Assess the true impact of reported issues 4. Replicate issues encountered by production users Miscellaneous 1. UX Design 2. Audit and Compliance 3. License Optimization 4. Capacity Planning 5. Six Sigma initiatives Continuous Improvement 26

27 How long does S/4HANA migration take? Vast majority of S/4HANA customers went live in months Customers = 1145 Duration of projects is largely determined by customer complexity (degree of change) and implementing partner preferences / tools / methodologies As short as As long as Average Simple S/4HANA Finance implementations 3 months 11 months 7 months >20 Months to implement S/4HANA Typical S/4HANA (full suite) implementations Complex S/4HANA (full suite) implementations at the largest customers 6 months 14 months 11 months 10 months 36 months 18 months 27

28 How should companies approach the journey? Key transformation scenarios Key scenarios Key executive question Key executive focus 1 REIMAGINE BUSINESS PROCESSES How do I drive next-generation processes across the value chain to truly address customer experience & lower TCO? End-to-end process optimization (such as supply chain, procurement), landscape simplification, and reduction in customization. TCO reduction of 20% - 30% 2 REIMAGINE BUSINESS MODEL How do I completely reengineer my business? Focus on business model innovation or M&A processes which need improvement, define the boundaries of the change Leverage business capabilities from one industry for a new business model in another industry (e.g. bringing retail to telco) 3 START WITH MIGRATING LOBS TO BEST-IN-CLASS CLOUD SOLUTIONS How do I drive value shortterm? Innovate on the edge, 1 LoB at a time HR, Procurement, Supply Chain, Manufacturing while planning and executing the move to S/4HANA Focus on driving value short-term with ECC + LoB cloud portfolio 28

29 REIMAGINE BUSINESS PROCESSES How? 543 current errors Why? Workflow shows the details. Who? What? Clear the general ledger account. FBI 23 errors Who? Emily and Heidi 29

30 REIMAGINE BUSINESS MODEL Which workflows should we target for mobile access? Identify transactions in SAP software that are accessed most frequently from outside the corporate network Identify simple workflows that lend themselves to a mobile experience, such as those involving three or fewer screens Identify target users Define the target transactions to be mobilized that benefit the highest number of users Compare desktop and mobile access of newly deployed SAP Fiori apps 30

31 START WITH MIGRATING LOBS TO BEST-IN-CLASS CLOUD SOLUTIONS Monitor business process KPIs Rank a business process by several UX KPIs: User adoption System performance User efficiency Detect degradation in process performance based on dynamic baselining Gain visibility of all business processes, using standard and custom transactions Measure the impact of improvement initiatives, new application rollouts, user training, process redesign, and so on 31

32 How it works. Insights in every dashboard. CUSTOMER SAP SE or an SAP affiliate company. All rights reserved 32

33 Training use case Enhance training and education Accurately assess individual user-training needs Develop targeted and focused training programs Prioritize development of training content Measure the effectiveness of training methods 33

34 Dive into deep data Tried to find general ledger account How? When? 3:38:20 PM Why? Posting cannot occur 34

35 ECC on HANA Which transactions in SAP software do we need to improve? Rank transactions in SAP software by UX metrics (KPIs) Identify transactions with the: Highest error rates Longest response times Highest degree of complexity Highest level of user activity Identify the user impact Select transactions that should be targeted for migration to SAP Screen Personas, SAP Fiori, or SAPUI5 After migration, compare KPIs against premigration benchmarks to validate improvements 35

36 Custom UI5 Development Which custom transactions should not be migrated? Analyze standard and custom transaction-usage patterns: Number of users Active time spent in transaction Analyze the activity profiles for individual users and user groups: Number of utilized transactions Active time spent on selected transactions Identify the set of transactions with the lowest rate of adoption (those that should not be migrated) 36

37 Understand your Mobile user and Adoption How are the new SAP Fiori apps and SAPUI5 being adopted? Measure user adoption of the newly deployed SAP Fiori apps and SAPUI5 Identify hot spots of performance, UX challenges, and adoption gaps Validate or correct the UX design through rapid feedback loops during development, user accep-tance testing, and pilot phases 37

38 Is Technology fixing the issue? What is inhibiting adoption of the new SAP Fiori apps and SAPUI5? Identify hot spots of performance for individual applications and screens: Long response times High error rates Specific bottlenecks in the workflow Use of legacy applications and transactions Identify power users, individual users with lagging adoption, and any specific challenges faced by individual users 38

39 Summary and Value

40 SAP Enable Now In the SAP Education product portfolio Learning Management SAP Enterprise Learning, SAP SuccessFactors Learning & SAP Jam for social learning + Content Authoring & Performance Support SAP Enable Now + Premade Content SAP Learning Hub Standard content in SAP S/4HANA and SuccessFactors + Education Services = Measure SUCCESS SAP Training, Education Consulting Services, Solution Implementation & Training, Customized Courses & Career Enrichment Programs for Graduates. SAP UEM by Knoa 40

41 SAP UEM by Knoa Key trends, and value proposition Digital transformation is changing businesses across all industries. Skills are one of the most important building blocks for using the possibilities of the digital transformation while a lack of knowledge is one of the greatest barriers. Increase productivity Provide knowledge Manage change Understand your user Improved business processes Reduce errors and interruption Use Data to drive decisions Measure what is works Elimination of re-training Use data to sustain process Measure change impact Increase change adoption 41 41

42 Links Links: Website Overview Video Solution Brief 42

43 Thank you. Questions? Contact information: 43

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