SAP's New Global Trade ServicesUser Experience2010 and Beyond
Ben CeaserDirector, GRC Solution ManagementSAP Labs LLCMay 2010
Session 1306
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Safe Harbor Statement
This document is intended to outline future product direction, and is not acommitment by SAP to deliver any given code or functionality. Any statementscontained in this document that are not historical facts are forward-lookingstatements. SAP undertakes no obligation to publicly update or revise anyforward-looking statements. All forward-looking statements are subject tovarious risks and uncertainties that could cause actual results to differ materiallyfrom expectations. The timing or release of any product described in thisdocument remains at the sole discretion of SAP. This document is forinformational purposes and may not be incorporated into a contract. Readersare cautioned not to place undue reliance on these forward-looking statements,and they should not be relied upon in making purchasing decisions.
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Agenda
1. GTS User Experience Project Overview
2. GTS 10 User Experience Technology Overview
3. User Centered Design at SAP
4. GTS 10 User Research Findings
5. The New GTS 10 User Experience
6. Benefits for GTS 10 and Beyond
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GTS 10 and BeyondUser Experience Project Objectives
UsabilityProductivityEnd User satisfaction
HarmonizationGRC 2010 SuiteBusiness Suite
Total Cost of OwnershipCheaper to extend UIEasier to personalize
Collaboration
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GTS 10 User Experience ProjectTeam
GTS Customers PartnerEcosystem
SAPConsulting
CustomerAdvisory
Office
SolutionManagement
UserExperience
GTSDevelopement
SAP Product Team
Key Influencers
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Agenda
1. GTS User Experience Project Overview
2. GTS 10 User Experience Technology Overview
3. User Centered Design at SAP
4. GTS 10 User Research Findings
5. The New GTS 10 User Experience
6. Benefits for GTS 10 and Beyond
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GTS 10 TechnologyFacts and Figures
PlatformNetWeaver 7.02
User Interface TechnologyNew UI – WebDynpro ABAPClassic UI - Dynpro
PrerequisitesGTS 10+
Deployment OptionsPortalNWBCSAPGUIBrowser
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Agenda
1. GTS User Experience Project Overview
2. GTS 10 User Experience Technology Overview
3. User Centered Design at SAP
4. GTS 10 User Research Findings
5. The New GTS 10 User Experience
6. Benefits for GTS 10 and Beyond
© SAP 2009 / Page 11
Focus on real end-users
Validate requirements & designs
Design, prototype, & develop products iteratively
Understand & design for a holistic user experience
In a Nutshell, the 4 Principles of UCD
Focus on real end-users
Validate requirements & designs
Design, prototype, & develop products iteratively
Understand & design for a holistic user experience
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Focus on Real End-Users
Engage end users who use the product early and continuously – NOT just”proxies” who buy the product or manage those who use it
Proxies typically do not understand end users’ daily needs and pain points deeply enoughto represent them
Understand end users:Characteristics, e.g., backgrounds, skill levels, and responsibilitiesGoalsTasks and activities Typical use casesUse of other software and artifacts needed to perform their jobsOrganizational and social contextsWorkflows within these contexts
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Validate Requirements & Designs
Observe, measure, and record end-users’ feedback and performance on tasksand activities throughout the product design and development lifecycle:
Validate end-user profiles – Design for the right end-users!Validate end-user requirements – Build what end-users need!Validate step-by-step use cases – Provide a blueprint everyone at SAP can follow toinsure that the right content is provided for the right end-users!Identify usability issues on low- to medium-fidelity prototypes and running applications –Fix issues early, before software is released!Benchmark the usability of “shipped” products with standardized usability tests – Measurehow usable our products really are and strive to improve every release!
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Design, Prototype, & Develop Products Iteratively
Design, prototype, and develop product iteratively:Create and refine scope, quality, and fidelity continuouslyStart with light-weight paper mockupsIncrementally build up functionality and fidelity in prototypesIncorporate feedback from usability evaluations on prototypes and iterative UI designsIncorporate feedback from formative and benchmark tests of running applications intofuture releases
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Understand & Design for a Holistic UserExperience
Hear about our softwareOrder or subscribe to itPay for itSet it up (install/activate)Use it
Change or personalize itMaintain itDiagnose and report problemsFix problemsDeactivate/uninstall/dispose of it
In a holistic approach, we consider how people:
A holistic philosophy addresses different needs:
Customers want our software to be:Easy to install and integrateEasy to update and maintainRequire minimal trainingHelp productivitySupport workgroups
End users want our software to:Match how they thinkSupport their work activitiesProvide satisfying user experiencesPerform smoothlyPresent information clearly
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The Five UCD Steps
Determine UCD activitiesPlan resources, timeline, budget Understand the market
and businessopportunity
Get an understanding ofend users‘ goals,tasks, and needs
Define what you are going to buildfrom a user’s perspective
Write use casesCreate UI prototypes iterativelyValidate design ideas with end users
Ensure design continuityas the system is coded
Measure the usabilityof released product
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Agenda
1. GTS User Experience Project Overview
2. GTS 10 User Experience Technology Overview
3. User Centered Design at SAP
4. GTS 10 User Research Findings
5. The New GTS 10 User Experience
6. Benefits for GTS 10 and Beyond
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GTS User ProfileUsers’ Job Title Term Frequency Visualization
Courtesy of http://www.wordle.net/.
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User Research Findings
Findings
• Too many clicks
• Structure of Compliance Organizations
• Escalation process
• Address formatting
• Evaluation of SPL blocks
Surprises
• Most users are not power users
• “No one trained me to use that”
• SPL Master
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Agenda
1. GTS User Experience Project Overview
2. GTS 10 User Experience Technology Overview
3. User Centered Design at SAP
4. GTS 10 User Research Findings
5. The New GTS 10 User ExperienceInformation ArchitectureSPL Master ExampleSPL Exception ResolutionManagement Dashboards
6. Benefits for GTS 10 and Beyond
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GTS SPL Screening Information ArchitectureBefore (GTS 8.0)
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GTS SPL Screening Information ArchitectureBefore (GTS 8.0)
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GTS SPL Screening Information ArchitectureAfter (GTS 10)
GTS 10 Global Trade Administration Service Map
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GTS SPL Screening Information ArchitectureAfter (GTS 10)
GTS 10 Trade Compliance Service Map
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Agenda
1. GTS User Experience Project Overview
2. GTS 10 User Experience Technology Overview
3. User Centered Design at SAP
4. GTS 10 User Research Findings
5. The New GTS 10 User ExperienceInformation ArchitectureSPL Master ExampleSPL Exception ResolutionManagement Dashboards
6. Benefits for GTS 10 and Beyond
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SPL MasterBefore (GTS 8.0)
ObjectiveCreate, view or edit an entity on theSanctioned Party List
User Research Findings1. Users were leaving GTS to viewSPL entity information in thecontent provider’s website eventhough this information wasavailable within GTS!
2. The most important fields for theuser are Name, Address and URL
Issues• Key information scattered acrossseveral tabs• Name and address informationobscured•Not accessible anduncomfortable for end users
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SPL Master AnalysisSolution (GTS 10)
ObjectiveCreate, view or edit an entity onthe Sanctioned Party List
Solution• Analysis of SPL Master contentyielded data which dictated thefrequency of field usage and the“sweet spot” for the number ofname and address records todisplay• All key information is displayedon the first page• Separate fact sheet for SPLmaster display for consumptionby end users
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Agenda
1. GTS User Experience Project Overview
2. GTS 10 User Experience Technology Overview
3. User Centered Design at SAP
4. GTS 10 User Research Findings
5. The New GTS 10 User ExperienceInformation ArchitectureSPL Master ExampleSPL Exception ResolutionManagement Dashboards
6. Benefits for GTS 10 and Beyond
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What is Sanctioned Party List Screening?
GTS Blocked Business Partner Resolution
= ?
Is my Business Partner this bad guy?
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Product Demonstration
GTS 10 Sanctioned Party List Screening ExceptionResolution Process
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Agenda
1. GTS User Experience Project Overview
2. GTS 10 User Experience Technology Overview
3. User Centered Design at SAP
4. GTS 10 User Research Findings
5. The New GTS 10 User ExperienceInformation ArchitectureSPL Master ExampleSPL Exception ResolutionManagement Dashboards
6. Benefits for GTS 10 and Beyond
© 2010 SAP AG. All rights reserved. / Page 35
Product Demonstration
GTS 10 Management Information Dashboards
© 2010 SAP AG. All rights reserved. / Page 36
Agenda
1. GTS User Experience Project Overview
2. GTS 10 User Experience Technology Overview
3. User Centered Design at SAP
4. GTS 10 User Research Findings
5. The New GTS 10 User Experience
6. Benefits for GTS 10 and Beyond
© 2010 SAP AG. All rights reserved. / Page 37
GTS User Experience Renovation
GTS 10ValidationTesting
BeyondPrioritization of UI DevelopmentUser ResearchValidationTesting
A Call to Participate
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GTS User Experience Renovation Benefits
UsabilitySimplified information architectureIncreased productivityInternal and external collaborationEscalation processes with workflow
Even More ComplianceCase Management 2.0More usable audit trail reports
Lower Cost of OwnershipMultiple deployment optionsDecreased training costsEasier to enhance
Summary of Benefits for GTS 10 and Beyond
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ContactBen Ceaser
SAP Labs LLC3408 Hillview AvePalo Alto, CA 94303
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