Measuring and Optimizing User Performance: SAP User Experience Management by Knoa SAP Education

Transcription

1 Measuring and Optimizing User Performance: SAP User Experience Management by Knoa SAP Education Zoltán Korompay, SAP Training Manager Hungary September 11, 2018

2 Agenda Why SAP UEM by Knoa Measuring and Optimizing User Performance Summary and Value Links 2

3 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. 3

4 3 C s of Changing Enablement Realities in the Cloud Continuous Learning Changing Roles Choice & Flexibility 4 Customer

5 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 5 Customer

6 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 6 Customer

7 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 7 Customer

8 SAP UEM by Knoa helps to drive user adoption and increase satisfaction SAP UEM provides: Understand your users Evaluate user system behaviors in SAP Data driven decisions 8

9 The success or failure of a major software application deployment or upgrade has a direct correlation with the thoroughness of the training provided. Gartner 9

10 Measuring and Optimizing User Performance

11 Real-time analytics The SAP User Experience Management application by Knoa provides real-time analytics on how users execute business transactions. 11

12 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 12

13 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 13

14 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 14

15 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 15

16 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 16

17 Monitoring the user experience in SAP applications SAP UEM by Knoa provides real-time analytics regarding 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 software) and new (SAP S/4HANA): SAP GUI interface and GUI for HTML SAP Enterprise Portal component and the SAP Customer Relationship Management application SAP Business Client software SAP Fiori apps and SAPUI5 SAP Screen Personas software SAP SuccessFactors solutions 17

18 Dive into deep data Tried to find general ledger account How? When? 3:38:20 PM Why? Posting cannot occur 18

19 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 19

20 Understand your user experience When? What changed? What? ME21N 77h Why? Active time is highest on Friday. 20

21 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 21

22 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) 22

23 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 23

24 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 24

25 Summary and Value

26 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 CUSTOMER 26

27 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 working Elmination of re-training Use data to sustain process Measure change impact Increase change adoption CUSTOMER 27 27

28 Thank you. Questions? Contact information: CUSTOMER 28

29 Links Links: Website Overview Video Solution Brief CUSTOMER 29

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