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SAP Mobility Design Center Tonja Erismann, Global Mobile Strategy Services Christian Scheirmann, SAP Mobility Design Center SAP Technology Innovation Day, 11.9.2013

2 ©  2013 SAP AG or an SAP affiliate company. All rights reserved.

1.  What Makes ‘Mobile Innovation’ a Key Topic

2.  Design Thinking: an Ingenious Approach to Mobile Innovation

3.  How MDC Successfully Applies Design Thinking in Mobile

Agenda

Key Mobile Trends

There’s no way around Enterprise Mobility1

1. Ericsson/Cisco; IDC/VDC; Gartner and Forrester Analyst Calls 2. IDC, IDG Research

3. Defining Innovative Mobile Strategies - How Design Thinking Offers an Effective Way to Address the “Wicked Problem” of Enterprise Mobility (SAP Whitepaper 2013)

Mobility is seen as transformational, but strategies are missing2

75% of workers will be mobile by 2014

3x Large enterprises expect to triple their smartphone user base by 2015

The Key Mobile Challenge: Innovation3

“Mobile strategists are asked to conjure up an innovative, user-

relevant, and value-driving mobile portfolio that is sustainable from an organizational perspective, feasible from a technology point of view, and won’t be outdated within the wink of an eye”

71% IT Leaders who see Mobile as transformational

18% Companies who have a well-defined Mobile strategy

91% By the end of 2013, there will be more mobile devices on Earth than people

©  2013 SAP AG or an SAP affiliate company. All rights reserved. 4

What is it Design Thinking is a �  human centric approach �  for solving problems

and �  creating new ideas

What is it NOT Design Thinking is �  Not new / not a hype �  Not another

brainstorming method �  Not a panacea, but a

repeatable process that instills new insights

How does it work It aims to find mobile solutions that

•  users will love •  are technologically feasible •  and sustainable for business

Where is it applied ‘Wicked Problems’ �  both the problem AND

the solution are unknown at the outset of the problem-solving exercise

Mobility is consumer-driven

Mobile initiatives often in the context of usability

Needs & requirements fuzzy, or unarticulated - expectations high

Mobility involves a multitude of stakeholders with different motivations

And everyone knows better

Technology is a moving target

Lifecycles are shorter than ever

People

Technology

Business

Why Design Thinking?


How Does Design Thinking Work? Mobile Innovation Process

Define your mobile intent Business drivers Relevant KPIs Target mobile users

Immerse yourself in mobile History & existing obstacles Other attempts to solve same issue

Reframe the needs Capture target mobile user motivations Identify unarticulated needs

Identify & Refine Ideas Brainstorm high volumes of ideas to solve needs Cluster, expand, & refine mobile use cases Classify top candidates

Visualize potential solutions Visualize (low fidelity prototypes) “Don’t fall in love with your ideas” Document details Design and present hi-fi prototype(s)

Confirm design, feasibility & economics Desirability: Validate prototypes with end users Viability: Business sustainability & org realization Feasibility: technical realization

Plan realization Define Mobile Roadmap Develop, deploy & run mobile portfolio

SCOPING

360° RESEARCH

SYNTHESIS

IDEATION

PROTOTYPING

VALIDATION

IMPLEMEN TATION

The Challenge Phase The Solution Phase


Step-by-step Approach Scoping

Target Users MOBILE VISION KPI

Business Strategic Focus

IT Strategic Focus

Access to Mobile infrastructure? Mobile work/life style?

How do I measure success?


Prio medium

Prio medium Prio high

Prio low

Valu

e

Feasibility

Low

High

Complex Simple

Criteria Catalogue: ü  Business Value ü  User Value

Criteria Catalogue: ü  Org feasibility ü  Tech feasibility

Example: Business Alignment

What makes a mobility solution feasible?

•  It is secure •  It functions on a mobile device and on the right

device types •  The solution is of high quality and is maintainable

globally with minor localization requirements •  It is integrated with the IT backbone •  It can be operated, maintained and supported with

minor changes to the organization •  It has an appropriate Total Cost of Ownership (TCO)

and shows business benefit potential

What is the value of doing mobility?

•  Enable employees to do their job anytime and anywhere.

•  Facilitate flexible and secure device usage for end users and customers

•  Allow for innovative process mobilization that makes employees effective and increases productivity.

•  Enable our customers and business partners to integrate with our processes.

•  Reflect and advance our high-quality brand image


Step-by-step Approach 360° Research

OUTSIDE

INSIDE Have you searched your own company name in AppStores? You may be in for a surprise…

MOBILE SURVEY Explore the history of Mobile and the existing obstacles in your company by tracking existing Mobile solutions and their adoption, identifying stakeholders and topic ownership, understanding drivers, requirements and ongoing activities: both Mobile initiatives and other initiatives that could profit from Mobile

COMPETITIVE ANALYSIS Understand best practice mobile solutions for core industry processes and cross-industry support processes. Keep in mind the bigger picture, recognizing peripheral impact of other technologies such as social media, understanding opportunities of cloud and big data analytics, the internet of things, augmented reality etc


Step-by-step Approach Synthesis

Understand user motivations

Find unarticulated needs

� Involve the user � Encourage empathy

Day-In-The-Life-Of (DILO) Journey / Experience Mapping

Remember the Future etc


Example: User Need Identification with Experience Maps

App: find closest Starbucks

QR code in queue: scan for info & vouchers

App: Starbucks coffee selection explained

NFC: Pay with mobile


Step-by-step Approach Ideation

B2EB2B B2C

User(+Devices)

Usecase

(+Devices)

System

Process

User(+Devices)

Process

Usecase

(+Devices)

Usecase

(+Devices)

System

User(+Devices)

User(+Devices)

Usecase

(+Devices)

System

Usecase

(+Devices)

Cluster

Usecase

(+Devices)

Identify and refine ideas for mobile use cases:

1.  Brainstorm high volumes of ideas to solve needs:

•  “Leverage Technology” Find ideas leveraging unique mobile device assets (e.g. speaker, microphone, camera, GPS, sensors, etc)

•  What are the most obvious solutions for this problem? (even things that already exist); What can you add, remove or modify?

•  How would a 5-year-old/your grandma solve the problem?

•  How would you solve the problem if you had an unlimited budget / without spending any money?

•  What is the most outrageous/fastest/ futuristic/social/fun/green/ etc way to solve the problem…

2.  Cluster, expand & refine ideas into mobile use cases

3.  Classify top ideas


Step-by-step approach Prototyping

�  Describe use case details with executive summaries �  Fine-tune use cases by adding ideal task flow, additional steps and failure recovery steps �  Translate the essence of the use case into a solution:

1.  Design the UI flow visualized as low fidelity mockups (can be in paper) 2.  Design the UI layout of high value screens 3.  Create interactive prototypes (can be simple click-troughs) 4.  Always evaluate on real devices

Onboarding :: Initial Screen

iPhone 10:15 PM

APP TITLE & INFORMATION

BRANDING

iPhone 10:15 PM

APP TITLE

Onboarding :: Input Fields

Activate and Log In

Group titleThis is place where descriptive text would be placed to explain the intention of fields below.

Field Name

Field Name

Activate and Log In

DemoGroup titleThis is place where descriptive text would be placed to explain the intention of fields below.

Field Name

Field Name

Onboarding :: App Passcode (optional)

iPhone 10:15 PM

APP TITLE

Create App Passcode

Set Passcode

optional passcode

Repeat App Passcode

Enter App Passcode

Timeout 10 min

APP TITLE

Create App Passcode

Set Passcode

Repeat App Passcode

Enter App Passcode

Timeout 10 min

10 min

15 min

1 hour

1 min

5 min

iPhone 10:15 PM

APP TITLE

App Passcode

Skip Passcode

An application password can be defined in the system settings

OFF

iPhone 10:15 PM

APP TITLE

Set Passcode

Repeat App Passcode

Enter App Passcode

Timeout 10 min

App Passcode ON

mandatory passcode

? ? ? ??

iPhone 10:15 PM

Toggle to show / hidehelp text on whole screen

Cancel

3.5" 2:3 Portrait

Application UI Application UI Application UI Application UI Application UI Application UI

Login :: App Passcode (if set)

iPhone 10:15 PM

APP TITLE

App Passcode

|

Log In

Q W E R T Y U I O P

A S D F G H J K L

Z X C V B N M

space.?123 return

Forgot Passcode?

Forgot PasscodeThe application will be reset and all

you data removed.

OKCancel

Application UI


Step-by-step approach Validation

Participant 1 Participant ...

User did non understand which menu option to choose for their new entry (example)

3

Issue description

Issue description

Participant 2

high

Participant 3

2

Priority to fix(1-n)

medium

5

6

Issue description

lowUser needed to look closely to the screen to identify the icons (example)

4

1User was missing the possibility to compare results before and after (example)

Usability Issue

7

Issue description

Issue description

8

Severity(high/med/low)


Step-by-step approach Implementation

l  Cross-functional Scrum teams assigned to collaborate on creating mobile solutions

l  Faster time-to-market leveraging agile development methodology with early and focused end-user validation though rapid prototyping

l  Follows SAP mobility development methodology standards and guidelines to ensure high-quality

Example of Mobile Project Team Set-up l  UI/UX Designers

l  Architect (incl. performance, security,…) l  Native App, Non-Native App Developers

l  Middleware Developer (SUP, Gateway)

l  Backend Developer l  Knowledge Manager

l  Quality Manager l  Scrum Master / Program Manager


Step-by-step approach Implementation

�  Design scope & effort �  Platforms (iOS, Android, Windows, …) �  Device Types (Phones, Tablets 7”, Tablet 10”) �  Landscape and portrait? �  HTML5, native, hybrid? �  Touch, keyboard and mouse? �  Future versions

�  UI Specifications �  Custom controls �  Animations �  Type �  Branding

�  Performance �  Multithreading �  Hardware testing �  Wifi, 3G, 4G, offline


Inventory and Ordering Mobile Solution for iPad, iPhone and Android. Sysco Counts


Sysco Runs Custom Mobile Inventory and Ordering App from SAP® Mobility Design Center

Company Sysco Corporation Headquarters Houston Industry Wholesale distribution ‒ food services Products and Services Foods and restaurant supply products Employees 40,000 Revenue US$39 billion Web Site www.sysco.com Implementation Partner SAP® Mobility Design Center

The company’s top objectives

�  Grow customer base and improve customer loyalty

�  Simplify the inventory and ordering processes for customers

The resolution

�  Deploy a customer inventory and ordering app that offers a playful and fun

experience for a cumbersome business process

�  Provide simplicity with sophistication to hide the complexity of processes

�  Operate in online and disconnected mode

�  Build with HTML5 on SAP Mobile Platform to support iOS and Android

The key benefits

�  Removes or reduces barriers to entry for new customers

�  Reduces the time customers spend taking orders

�  Strengthens customer satisfaction so they order more and remain loyal

“Experts from the SAP Mobility Design Center supported us in designing, building, and testing the mobile app, fulfilling our special requirement to have it run in unwired locations. This helps us strengthen our customers’ satisfaction and loyalty, and makes it easier for our customers to work with us. Twila Day, CIO, Sysco Corporation

25,000 Products available in catalog

1,200 Customers expected to use this app on initial deployment

1 Unified app for online and disconnected environments


§  Design Thinking is an excellent methodology for Mobile Innovation

§  Design Thinking aims to find solutions that are desirable for users, sustainable for business, and feasible for IT

§  Design Thinking cycles can be iterated in days not weeks

SAP Services applies Design Thinking for customer challenges like defining new strategies, designing products, solutions, processes, organizational cultures or policies.

Key Take Aways

©  2013 SAP AG or an SAP affiliate company. All rights reserved.

Thank you

Tonja I. Erismann Senior Business Consultant

Global Mobile Strategy Consulting

Mobile: +41 79 549 61 39 [email protected]

Christian Scheirmann Principle User Experience Designer SAP Mobility Design Center Mobile: +49 151 67833875 [email protected]

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