Unit 1: The Value of User Experience

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1 Unit 1: The Value of User Experience

2 The Value of User Experience Unit goal You will learn about the monetary and the non-monetary value of user experience (UX) for your company or organization 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 2

The Value of User Experience The world is

The Value of User Experience The Shift from Features to Experience

5 Jun 03 Jun 05 Jun 07 Jun 09 Jun 11 Jun 13 The Value of User Experience Design-centric organizations in the United States D.INDEX: Whirlpool Ford IBM Nike Starwood Steelcase Coca-Cola Apple Newell Rubbermaid Target Starbucks Disney Herman Miller P&G Intuit $ 40k $ 30k $ 20k $ 10k D.INDEX S&P.INDEX $39, % $17, Source: Design Management Institute SAP SE or an SAP affiliate company. All rights reserved. Public 5

6 The Value of User Experience Design innovation: Mistake #1: Over-engineering People (desirability) Business (viability) Technology (feasibility) Photo by Francesco Crippa - CC BY SAP SE or an SAP affiliate company. All rights reserved. Public 6

7 The Value of User Experience Design innovation: Mistake #2: Wishful thinking People (desirability) Business (viability) Technology (feasibility) Photo by Nicholas Rumas - CC BY SAP SE or an SAP affiliate company. All rights reserved. Public 7

8 The Value of User Experience Design innovation: Mistake #3: In vogue People (desirability) Business (viability) Technology (feasibility) Photo by wetwebwork - CC BY-SA SAP SE or an SAP affiliate company. All rights reserved. Public 8

The Value of User Experience Design innovation People (desirability) Business (viability)

Why do I need to adapt the standard solution at all?

10 The Value of User Experience Common arguments we hear against improving UX How can we scale from an IT perspective? We do not have time to involve our end users. Why do I need to adapt the standard solution at all? Our customers request and we deliver (but without users). We do not get access to our end users SAP SE or an SAP affiliate company. All rights reserved. Public 10

11 G r e a t U s e r E x p e r i e n c e The Value of User Experience Non-monetary benefits Increase user satisfaction Increase customer loyalty Increase solution adoption Strengthen relationship between IT and business 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 11

errors Decrease change requests http://experience.sap.

12 G r e a t U s e r E x p e r i e n c e The Value of User Experience Monetary benefits Gain productivity Save training costs Decrease user errors Decrease change requests SAP SE or an SAP affiliate company. All rights reserved. Public 12

The Value of User Experience Customer example: creating a business case and comparing solution options Performance Management Estimates in 1,000 EUR over 5 Years Total Costs Expected

13 The Value of User Experience Customer example: creating a business case and comparing solution options Performance Management Estimates in 1,000 EUR over 5 Years Total Costs Expected Benefit Gained Option 1: Standard PRM solution Option 2: Custom UI using SAPUI SAP SE or an SAP affiliate company. All rights reserved. Public 13

14 Next Unit The Value of User Experience Key takeaways and next unit Design-driven companies are more successful Consumer user experience is the new standard There has been a shift from features to experience UX brings monetary and non-monetary benefits to your company You will learn about SAP s UX strategy and discover that it is more than just tools and technology SAP SE or an SAP affiliate company. All rights reserved. Public 14

15 The Value of User Experience More information Learn more at experience.sap.com/designservices Mail us at Follow us on Watch our YouTube Channel Follow us on LinkedIn Friend us on Facebook 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 15

16 Thank you Contact information:

17 2015 SAP SE or an SAP affiliate company. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP SE or an SAP affiliate company. SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP SE (or an SAP affiliate company) in Germany and other countries. Please see for additional trademark information and notices. Some software products marketed by SAP SE and its distributors contain proprietary software components of other software vendors. National product specifications may vary. These materials are provided by SAP SE or an SAP affiliate company for informational purposes only, without representation or warranty of any kind, and SAP SE or its affiliated companies shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP SE or SAP affiliate company products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty. In particular, SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document or any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation, and SAP SE s or its affiliated companies strategy and possible future developments, products, and/or platform directions and functionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reason without notice. The information in this document is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. All forwardlooking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions SAP SE or an SAP affiliate company. All rights reserved. Public 17

18 Unit 2: SAP s UX Strategy More Than Tools and Technology

19 SAP s UX Strategy More Than Tools and Technology Unit goal You will learn about SAP s UX strategy and about how it comprises more than just tools and technology 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 2

20 SAP s UX Strategy More Than Tools and Technology UX versus UI User needs are key! Photo by D.L. - CC BY-SA 2.0 Photo by Axion23 - CC BY 2.0 Photo by BY-YOUR- - CC BY SAP SE or an SAP affiliate company. All rights reserved. Public 3

21 Usage/reach SAP s UX Strategy More Than Tools and Technology The SAP User Experience strategy New Applications Existing Applications Fiori UX NEW RENEW UX Design Services ENABLE 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 4

SAP s UX Strategy More Than Tools and Technology How SAP

experience Coherent UX for all SAP solutions over time

UX design services to implement highly usable solutions

22 SAP s UX Strategy More Than Tools and Technology How SAP helps you to achieve your customer UX strategy One user experience Coherent UX for all SAP solutions over time Tools Provide tools to adapt and develop Services Provide UX design services to implement highly usable solutions 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 5

23 SAP s UX Strategy More Than Tools and Technology ONE USER EXPERIENCE for all SAP software using SAP Fiori UX SAP Fiori User Experience Applications* Analytics* SAP HANA Platform 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 6

24 SAP s UX Strategy More Than Tools and Technology Tools to adapt and develop SAP Web IDE (Integrated Development Environment) SAP Screen Personas New Field Hide Area 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 7

25 SAP s UX Strategy More Than Tools and Technology Observations from 300+ customer engagements Several UX issues could be solved with existing SAP tools IT organizations need to understand the needs of their end users better IT organizations are missing design skills People (desirability) End users perceive custom-built screens as SAP standard screens Business (viability) Technology (feasibility) 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 8

SAP s UX Strategy More Than Tools and Technology Required design skills User Research User interviews, observation, user testing Interaction Design Screen flows, low & high-fidelity mock-ups, design

26 SAP s UX Strategy More Than Tools and Technology Required design skills User Research User interviews, observation, user testing Interaction Design Screen flows, low & high-fidelity mock-ups, design specifications Visual Design Branding, visual language (for example, color, typography, logo) Design Thinking Coaching, moderation, storyboarding 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 9

27 UX Maturity SAP s UX Strategy More Than Tools and Technology SAP s UX design services: Business needs INNOVATE EMPOWER REALIZE ADVISE Customer wants to explore the business value of HANA and design & develop an attractive solution Customer wants to learn more about Design Thinking and Design Customer wants to improve their existing SAP solution or wants to implement SAP Fiori or SAP Screen Personas Customer wants to understand the SAP UX strategy and create a customer UX roadmap Time powered by DESIGN THINKING 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 10

28 UX Maturity SAP s UX Strategy More Than Tools and Technology SAP s UX design services: Business needs INNOVATE EMPOWER REALIZE ADVISE Customer wants to explore the business value of HANA and design & innovation develop an attractive solution Customer wants to learn more Design about and development Design Thinking and Design enablement UX adoption kit for SAP Fiori and SAP Screen Customer wants to improve their existing SAP solution or wants to implement SAP Fiori or Personas SAP Screen Personas Customer wants to understand the SAP UX strategy and create a and technology customer UX roadmap UX advisory for business Discover & design business Optimize existing solution Develop custom solution Time powered by DESIGN THINKING 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 11

29 SAP s UX Strategy More Than Tools and Technology How we work Prototype Ideate Validate Discover Design Deliver Scope Synthesize Implement Deploy 360 Research Test 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 12

30 Next Unit SAP s UX Strategy More Than Tools and Technology Key takeaways and next unit SAP s UX strategy is based on one coherent UX for all solutions and is supported by tools and services First understand the needs of your users before you make any technology decisions Enhance your design skills Design Thinking methodology helps to humanize software Start small learn and then extend You will hear about the outcomes of concrete customer UX engagements 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 13

31 SAP s UX Strategy More Than Tools and Technology More information Learn more at experience.sap.com/designservices Mail us at designservices@sap.com Follow us on Watch our YouTube Channel Follow us on LinkedIn Friend us on Facebook 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 14

32 Thank you Contact information:

33 2015 SAP SE or an SAP affiliate company. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP SE or an SAP affiliate company. SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP SE (or an SAP affiliate company) in Germany and other countries. Please see for additional trademark information and notices. Some software products marketed by SAP SE and its distributors contain proprietary software components of other software vendors. National product specifications may vary. These materials are provided by SAP SE or an SAP affiliate company for informational purposes only, without representation or warranty of any kind, and SAP SE or its affiliated companies shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP SE or SAP affiliate company products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty. In particular, SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document or any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation, and SAP SE s or its affiliated companies strategy and possible future developments, products, and/or platform directions and functionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reason without notice. The information in this document is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. All forwardlooking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions SAP SE or an SAP affiliate company. All rights reserved. Public 16

34 Unit 3: Customer Examples Deep Dive

36 Customer Examples Deep Dive Main customer example: China Grand Auto Re-imagining the maintenance service experience with China Grand Auto 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 3

37 Customer Examples Deep Dive Who is the customer Who? Grand China Auto China s largest auto dealer Owns 450 dealerships 9b annual revenue 30K+ employees Sold 550,000 vehicles to end customers and more than 5 million repairs in SAP SE or an SAP affiliate company. All rights reserved. Public 4

Customer Examples Deep Dive What is the challenge What?

39 Customer Examples Deep Dive How to tackle the challenge Discover Who are the users and how do they work now? What are their daily challenges? Design Create UI mockups Get and incorporate user feedback Prototype Deliver Implement the solution Conduct user acceptance tests Discover Ideate Design Validate Deliver Scope Synthesize Implement Deploy 360 Research Test 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 6

41 Customer Examples Deep Dive Discover phase: The details 2 Weeks Onsite Shijiazhuang 5 Dealerships Chevy Toyota Buick Audi +15 Interviews Service advisors Reception Service managers Dealership managers Customers 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 8

Customer Examples Deep Dive Contextual inquiry 2015 SAP SE

Customer Examples Deep Dive Observation 2015 SAP SE or

Customer Examples Deep Dive Gathering a holistic understanding

Customer Examples Deep Dive Mapping the current process & experience

Customer Examples Deep Dive Design phase Prototype Ideate Validate

Customer Examples Deep Dive Concept exploration 2015 SAP SE

Customer Examples Deep Dive Gathering immediate feedback 2015

Customer Examples Deep Dive Design ideation Design ideation: Service Advisor

Customer Examples Deep Dive Prototyping Prototyping: Digital and Forms

52 Customer Examples Deep Dive Customer quote The visual design is great, but that s only one thing. It s more about the business value. The vision you provided. This is what has given me lots of inspiration. Liu Cheng - IT General Manager, China Grand Auto 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 19

Customer Examples Deep Dive The solution A mobile solution for Service Order

56 Customer Examples Deep Dive 3 keys to success: Design strategy Applying our work on a tactical level by integrating our design into a larger strategy for China Grand Auto Design Strategy 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 23

57 Customer Examples Deep Dive 3 keys to success: Artifacts Creating reusable and lasting documents throughout the life of the project to communicate our findings, designs, and intent Artifacts 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 24

58 Customer Examples Deep Dive 3 keys to success: Transparency Connecting our findings from research in the field to our design decisions and recommendations Transparency 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 25

59 Customer Examples Deep Dive Customer quote I feel this will transform the way our people perform service because it s grounded in the understanding of the user. Liu Cheng - IT General Manager, China Grand Auto 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 26

Realizable with the same tool 2015 SAP SE

62 Customer Examples Deep Dive Showcase: SAP Screen Personas at Shell (POC) Before After 7 screens 3 screens ~ 45 clicks ~ 26 clicks Productivity increase of more than 40% 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 29

63 Customer Examples Deep Dive Showcase: Receiving process simplification at Vilore Eliminate duplicated steps and reduce manual paperwork 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 30

64 Customer Examples Deep Dive Showcase: Sales Performance Statistics on HANA at ebay Faster decisions based on user-centric design powered by SAP HANA 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 31

65 Customer Examples Deep Dive Showcase: SAP HANA Health at NCT Heidelberg Saving lives by combining the power of design and SAP HANA Won the German Design Award 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 32

66 Customer Examples Deep Dive Showcase: Consumer Insight 365 Won GOLD award in the category of enterprise experience at the 2014 UX Awards 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 33

Customer Examples Deep Dive Further customer success stories: http://experience.sap.

68 Next Unit Customer Examples Deep Dive Key takeaways and next unit Discover your end users needs and get a common understanding of the challenge Design prototypes (wireframes) before implementing solutions Deliver a solution ready for implementation based on results from the discover and design phases Work iteratively with your users and use Design Thinking methodology You will learn how you can create a culture of innovation in your own company or organization 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 35

69 Customer Examples Deep Dive More information Learn more at experience.sap.com/designservices Mail us at Follow us on Watch our YouTube Channel Follow us on LinkedIn Friend us on Facebook 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 36

70 Thank you Contact information:

71 2015 SAP SE or an SAP affiliate company. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP SE or an SAP affiliate company. SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP SE (or an SAP affiliate company) in Germany and other countries. Please see for additional trademark information and notices. Some software products marketed by SAP SE and its distributors contain proprietary software components of other software vendors. National product specifications may vary. These materials are provided by SAP SE or an SAP affiliate company for informational purposes only, without representation or warranty of any kind, and SAP SE or its affiliated companies shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP SE or SAP affiliate company products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty. In particular, SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document or any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation, and SAP SE s or its affiliated companies strategy and possible future developments, products, and/or platform directions and functionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reason without notice. The information in this document is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. All forwardlooking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions SAP SE or an SAP affiliate company. All rights reserved. Public 38

72 Unit 4: Creating a Culture of Innovation

73 Creating a Culture of Innovation Unit goal You will learn how you can create a culture of innovation in your company or organization 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 2

Creating a Culture of Innovation Accelerate business innovation through radical simplification 28% 72% Forrester IT survey, 2013 drive business innovation keep the lights on Consumption for immediate

74 Creating a Culture of Innovation Accelerate business innovation through radical simplification 28% 72% Forrester IT survey, 2013 drive business innovation keep the lights on Consumption for immediate business impact User Experience engage front-line employees/customers IT Environment collapse redundant infrastructure layers drive business innovation keep the lights on 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 3

75 Creating a Culture of Innovation How can you achieve design innovation? People (desirability) Design Innovation Business (viability) Technology (feasibility) 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 4

Creating a Culture of Innovation People + process + space People + Process + Space =

77 Creating a Culture of Innovation People: Interdisciplinary team Interdisciplinary team People (desirability) Business (viability) Technology (feasibility) 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 6

Creating a Culture of Innovation People: Required design skills User Research User interviews, observation, user testing Interaction Design Screen flows, low & high-fidelity mockups, design

78 Creating a Culture of Innovation People: Required design skills User Research User interviews, observation, user testing Interaction Design Screen flows, low & high-fidelity mockups, design specifications Visual Design Branding, visual language (for example, color, typography, logo) Design Thinking Coaching, moderation, storyboarding 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 7

79 Creating a Culture of Innovation Design is a process Prototype Ideate Validate Discover Design Deliver Scope Synthesize Implement Deploy 360 Research Test 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 8

Creating a Culture of Innovation Space (I) Flexible work environment

Creating a Culture of Innovation Space (II) 2015 SAP SE

Creating a Culture of Innovation Space (III) 2015 SAP SE

83 Creating a Culture of Innovation A shift in leadership style and skills to promote innovation Shift from management leadership & empowerment Flat hierarchies support agility, innovation, and creativity Enhance and modernize your leadership style and skills to promote a culture of innovation Create an environment where people can live their passion and personal power Encourage team members to adopt proactive and innovative mindset and behavior 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 12

84 Next Unit Creating a Culture of Innovation Key takeaways and next unit Design skills are key to achieving design innovation The working space impacts creativity of people Create a culture of innovation with the right mix of people, process, and space You will discover our recommendations and learnings from real customer UX engagements. You will also get information on developing your own UX strategy and how a UX Center of Excellence can help you to reach the next level on your UX journey SAP SE or an SAP affiliate company. All rights reserved. Public 13

85 Creating a Culture of Innovation More information Learn more at experience.sap.com/designservices Mail us at designservices@sap.com Follow us on Watch our YouTube Channel Follow us on LinkedIn Friend us on Facebook 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 14

86 Thank you Contact information:

87 2015 SAP SE or an SAP affiliate company. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP SE or an SAP affiliate company. SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP SE (or an SAP affiliate company) in Germany and other countries. Please see for additional trademark information and notices. Some software products marketed by SAP SE and its distributors contain proprietary software components of other software vendors. National product specifications may vary. These materials are provided by SAP SE or an SAP affiliate company for informational purposes only, without representation or warranty of any kind, and SAP SE or its affiliated companies shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP SE or SAP affiliate company products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty. In particular, SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document or any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation, and SAP SE s or its affiliated companies strategy and possible future developments, products, and/or platform directions and functionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reason without notice. The information in this document is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. All forwardlooking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions SAP SE or an SAP affiliate company. All rights reserved. Public 16

88 Unit 5: Learnings and Recommendations

Learnings and Recommendations Unit goal You will discover our recommendations and learnings from real customer UX engagements You will also get information on developing your

89 Learnings and Recommendations Unit goal You will discover our recommendations and learnings from real customer UX engagements You will also get information on developing your own UX strategy and how a UX Center of Excellence can help you to reach the next level on your UX journey 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 2

Learnings and Recommendations Engage with real users 2015 SAP

Learnings and Recommendations The way to a customer UX strategy Knowledge & Learn Discover & Plan Realize & Measure Company Strategy IT Strategy SAP UX Strategy System Data User Data Support Data UX

91 Learnings and Recommendations The way to a customer UX strategy Knowledge & Learn Discover & Plan Realize & Measure Company Strategy IT Strategy SAP UX Strategy System Data User Data Support Data UX Value Calculator Prioritized Scenarios A B C Design Deliver Ongoing User Engagements Customer UX Strategy Validate UX Strategy (Proof-of-Concept, Pilot) 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 4

92 Customer UX Maturity Learnings and Recommendations User experience is a journey Independent scale INNOVATE Set up UX CoE EMPOWER PoC Pilot ADVISE REALIZE Time powered by DESIGN THINKING 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 5

Learnings and Recommendations UX Center of Excellence goals Goals: Establish design as competitive advantage Influence organizations and processes to include design methods Establish design skills

93 Learnings and Recommendations UX Center of Excellence goals Goals: Establish design as competitive advantage Influence organizations and processes to include design methods Establish design skills and drive design mindset throughout organization Provide tools, technologies, and infrastructure Process People UX CoE Technology 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 6

Learnings and Recommendations Customer example: UX CoE at Unilever

Learnings and Recommendations Customer example: The challenge our goal

Learnings and Recommendations Customer example: Remember the future vision

Learnings and Recommendations Customer example: Manfred Kürschner, Unilever, speaking about UX CoE The key challenge and I do not think this is specific to Unilever is to change the mindset and to

97 Learnings and Recommendations Customer example: Manfred Kürschner, Unilever, speaking about UX CoE The key challenge and I do not think this is specific to Unilever is to change the mindset and to integrate the required new activities into the standard processes and ways of working, as well as to build the skills across the organization. Manfred Kürschner, Unilever. Read more: SAP SE or an SAP affiliate company. All rights reserved. Public 10

98 Learnings and Recommendations Our recommendations based on 300+ customer projects Take your time! It is a change process methodology and mindset 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 11

99 Next Step Learnings and Recommendations Key takeaways and next step UX impacts monetary and non-monetary business value Build your own UX strategy Engage with real end users to enhance user experience Invest in design skills it will be a differentiator Take your time, it is a journey You will take the final assessment SAP SE or an SAP affiliate company. All rights reserved. Public 12

100 Learnings and Recommendations More information Learn more at experience.sap.com/designservices Mail us at Follow us on Watch our YouTube Channel Follow us on LinkedIn Friend us on Facebook 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 13

101 Thank you Contact information:

102 2015 SAP SE or an SAP affiliate company. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP SE or an SAP affiliate company. SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP SE (or an SAP affiliate company) in Germany and other countries. Please see for additional trademark information and notices. Some software products marketed by SAP SE and its distributors contain proprietary software components of other software vendors. National product specifications may vary. These materials are provided by SAP SE or an SAP affiliate company for informational purposes only, without representation or warranty of any kind, and SAP SE or its affiliated companies shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP SE or SAP affiliate company products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty. In particular, SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document or any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation, and SAP SE s or its affiliated companies strategy and possible future developments, products, and/or platform directions and functionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reason without notice. The information in this document is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. All forwardlooking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions SAP SE or an SAP affiliate company. All rights reserved. Public 15