SAP User Experience Management by Knoa Customer Presentation PUBLIC

Transcription

1 SAP User Experience Management by Knoa Customer Presentation

2 Solution Overview

3 Real-time analytics The SAP User Experience Management application by Knoa (SAP UEM by Knoa) provides real-time analytics on how users execute business transactions. 3

4 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 4

5 Can you silence the noise? Streamline my business processes Reduce training requirements for my users Help me run my business better Simplify my screens Make SAP software faster 5

6 Getting to know your users is the best place to start. 6

7 Line-of-Business Use Cases

8 Help desk use case Optimize user support with user workflows Deliver visibility of actual user actions to the help desk Improve time to resolution of user issues Develop insight into the root causes of problems Enable proactive support before tickets are logged Reduce help-desk ticket count 8

9 Dive into deep data How? When? Tried to find general ledger account 3:38:20 PM Why? Posting cannot occur 9

10 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 10

11 Find the answers Tried to add general ledger account What? Where? 85,048 operations Who? Leticia needs help. 11

12 Adoption use case Optimize application usage Identify and address poor process or application performance and user-adoption gaps Improve application adoption and usage Verify the success of user experience (UX) initiatives and user interface (UI) improvements 12

13 Application activity Where? What? Detroit 345 users 1,598 hours 13

14 Understand your user experience When? What? What changed? ME21N 77h Why? Active time is highest on Friday. 14

15 Business process use case 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 15

16 Refine your business processes How? Why? 543 current errors Who? FBI 23 errors Workflow shows the details. What? Clear the general ledger account. Who? Emily and Heidi 16

17 Migration of SAP S/4HANA Use Cases

18 How user analytics help with SAP S/4HANA software migration projects Before migration: Assess current challenges and inefficiencies Employ user-centric success criteria and KPIs Define top migration scenarios (business processes and user groups) During migration: Identify actual business workflows in your current environment Uncover UX issues and identify improvements Validate new UX designs After migration: Identify adoption gaps for newly deployed apps Monitor performance proactively Prove the ROI and quantify success 18

19 How can SAP UEM by Knoa help customers before a migration? 1 Before migration Customer challenges: No metrics to determine which processes and transactions to prioritize for migration to SAP S/4HANA Limited visibility of the extent to which existing SAP applications are used effectively today Business benefits of SAP UEM by Knoa: Assurance that the most-critical applications are migrated first to ensure that the business continues to operate effectively Further prioritization of transactions targeted for migration, based on actual utilization Identification of underutilized customizations that should not be migrated 19

20 How can SAP UEM by Knoa help customers during a migration? 2 During migration Customer challenges: Embarking on a major migration project affects every aspect of business operations; prolonged projects cost time, personnel, and productivity. No means are available to identify workflows that have a high degree of complexity and inefficiency. No means are available to validate new UX designs until they re deployed to production. Business benefits of SAP UEM by Knoa: Reduced project costs by shortening the cycle of user-acceptance testing (UAT) Reduced project risks by identifying adoption, efficiency, or process-design issues early 20

21 How can SAP UEM by Knoa help customers after a migration? 3 After migration Customer challenges: No insight into adoption issues or user challenges that can impact investments in SAP S/4HANA No quantifiable way to measure success of the project, especially in terms of user experience and user-efficiency improvements Business benefits of SAP UEM by Knoa: Quick identification of adoption gaps to ensure employee engagement with the new solutions Improved user satisfaction and productivity Ability to quantify ROI for the project through before-and-after analysis Ability to monitor the effectiveness of third-party implementation partners 21

22 Migration use case 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 22

23 Migration use case 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 23

24 Migration use case 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) 24

25 Migration use case 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 acceptance testing, and pilot phases 25

26 Migration use case 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 26

27 Thank you.

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