The Tip of the Iceberg

Making enterprise software which users will actually use

Yariv Zur, SAP
November 2013 Public
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ERP? CRM? SCM? HCM? TLA?
Implementing Enterprise Software is more
about organizational processes than it is about
Software.
ERP Enterprise Resource Planning
CRM Customer Relationship Management
SCM Supply Chain Management
HCM Human Capital Management
TLA Three Letter Acronym
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Enterprise Software is difficult
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Public
Source: Udi Waizer,
UI Origin
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bad reputation high
TCO
painful maintenance
CAUSE and EFFECT
suicidal
thoughts
Source: Udi Waizer,
UI Origin
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Big Data
Mobile
Social
Cloud
Winter is coming
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Over 40% of the companies that were at the top of the
Fortune 500 in 2000 were no longer there in 2010.
Change
Source: Brian Solis Future of Business
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Gen Y will form 75% of the workforce by 2025 and are
actively shaping corporate culture and expectations. Only
11% define having a lot of money as a definition of
success.
Source: Brian Solis Future of Business, 2013
Employment
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Typical mobile users check their phone 150 times per day.
Source: Mary Meekers Internet Trends, 2013
Technology
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By the end of 2013, there will be more mobile-connected
devices than there are people on earth.
Source: Cisco 2013
Technology
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The amount of time parents spend with their children continues
to go up in the US. Fathers have nearly tripled their time with
children since 1965. Mothers time with children has also
increased, and todays mothers spend more time with their
children than mothers did in the 1960s.
Source: Pew Research Center, 2013
Resources
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The amount of data stored is doubling every 18 months.
Networks
Source: IDC, Aberdeen
Why does UX Matter?
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$83 billion is estimated to be lost by U.S. businesses every
year due to poor customer service.
Customers
Source: Genesys
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On average, loyal customers are worth up to 10 times as
much as their first purchase.
Customers
Source: White House Office of Consumer Affairs
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The Enterprise Software silent killer
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The Bane of Corporate IT
are consumer apps
Possible Approach
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UI Evolution at SAP
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The Ripple Effect
Fixing this is an actually hard problem.
Imagine a screen.
Now multiply by industry.
Now multiply by country.
Now multiply by customer.
Breathe.
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Top use
scenarios
Existing Applications
RENEW ENABLE NEW
New Applications
U
s
a
g
e
/
R
e
a
c
h

The SAP user experience strategy
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Responsive Simple Coherent
Instant
Value
All sizes,
devices,
versions,
channels
1-1-3 (1 user, 1
use case, 3
screens)
Apps that
speak
the same
language
Low barrier
to adoption
SAP Fiori User Experience Paradigm
De-
composition
into task-
based
experience
Role-based
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Photo & Video
Sharing
Location Based
Services
Mobile Payment
Loyalty
Get Closer to
your Fans
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Redemption &
Payment
Loyalty
Targeted
Recommendations
Targeted Offers
Personalize your
Shoppers Experience
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Product Review &
Manuals
Parts
Replacement
Interactive 3D
Instructions
Make Product Fun
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Key Takeaways
The Enterprise software world is at the
nexus of forces Social, Mobile, Cloud,
Big Data
1
User Experience is critical to user adoption
of enterprise software 2
The combination of the above facts
mandates a new thinking of user
experience by Ent. Software vendors.
3
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Thank you

Yariv Zur
Director, Solution Management, SAP Labs Israel
Yariv.zur@sap.com
@vlvl