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The SAP User Research Community

The SAP User Research Community. A prototyping case study. Background. The DST was asked to develop a proposal for a solution to collect, share and re-use user insights to effectively inform and scale design decisions for SAP

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The SAP User Research Community

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  1. The SAP User Research Community A prototyping case study

  2. Background • The DST was asked to develop a proposal for a solution to collect, share and re-use user insights to effectively inform and scale design decisions for SAP • Our prototype helped us convey, validate, test and pilot an SAP User Research Community that enables: • Sharing user research • Exploring existing research • Learning user research best practices • Connecting to others interested in similar research • Getting inspiration for solution design

  3. Market Research Current SAP Resources SAP Interviews Insights from 360 View: • Methods and templates on user research are desired but hard to find (“ABC of User Research”) • End user contact is mandatory but difficult to initiate and organize (“How do I gain access to a wide variety of end users?”) • Search for existing information is cumbersome and time consuming (“Information is mostly stored on personal/shared drives”) • Finding experts and information mostly based on personal networks • Information needs broader than just user research • Community approach instead of just repository • Project findings are shared & leveraged throughout the company • Methodologies & best practices are accessible to everyone • Making contributions to community is part of MBOs • Provide content at launch and grow the community organically • Community moderators and librarians key to adoption • Access may require separate registration (SDN) • Information access is restricted (CMI) • Different look and feel of the across systems • Solutions are not used throughout the company (Pace profiles) • Search often yields in unexpected results • Related information often scattered throughout various repositories • Community moderators/ librarians exist for some communities (SDN)

  4. From Insights to Design Principles Design Principles • Find cookbooks how to organize, conduct and interpret user research • Access templates and best-practice examples supporting the user centered design process Learning • Access end users • Access existing end user research at summary and detail level • Find associated information i.e. competitive information Research • Find how a particular design aspect was realized in the SAP solution landscape • Access to existing usability studies and prototype validations Inspiration • Publish project summary information • Share all information related to end user research with little effort • Capture end-user contact information • Provide domain expertise Contribute • Find internal contacts to obtain more details • Leverage a moderated community to share collective end user memory and best practices Community

  5. User Roles and High-level Use Case User Role: Sarah is a solution manager in the midst of conducting research for a mid market CRM solution. She is focused on the Pipeline Management process. She is based in Walldorf and has been with SAP for 3 years. Before SAP she worked for a competitor. Use Case • Sarah wants to prepare herself for in person site visits. She is trying to get a feel for the Pipeline process, such as roles typically involved in the Pipeline process. • She is trying to find potential end users to reach out to. • She is trying to find others within SAP who may have useful knowledge about Pipeline management. • Sarah writes up a quick summary of her findings and checks in her artifacts • Sarah wants to keep an eye on any new information around the Pipeline process. • Sarah has a very specific question around how pricing is handled in Pipeline management, and starts a discussion with the community. She encounters Robert who seems to have experience with the Pipeline process and decides to call him up.

  6. Learning Usability Testing Paper Prototype (1) Use the User Research Community to search for help and tools around User Research methods Reach out to a User Research Expert

  7. Research Paper Prototype (2) Use the User Research Community to Browse or Search for information across categories

  8. Contribute Paper Prototype (3) Add Summary and Detail information from end user research and tag it to information categories

  9. Community Paper Prototype (4) Find domain experts, start discussions, subscribe to hot topics Pipeline

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