SAP Assistant

Conceptualize an integrated, intelligent mobile experience to drive corporate strategy in product teams


Goal

Launch a vision story in 3 months to deliver the company strategy to customers, and inspire product teams what an integrated, intelligent mobile experience could look like

Role

In a design team of 3 designers, I led the design research to inform the project scope and design decisions, and prototyped rapidly to define user flow and detailed interactions


Challenge

How might we provide an integrated experience of using multiple SAP products?

Keeping track of tasks from multiple apps and act on them in time are hard, and it is a challenge for users who own multiple SAP products too. While SAP has tried to address this challenge with better architecture, there is a gap of how we can leverage the technology and bring values to users as a product.

Solution overview

Getting what you need for daily work in one place

SAP Assistant provides users integrated, in-context mobile experience that cuts the hassle of triaging through different apps to start the work.

Background

Fill in the organizational gaps

Integration has been a core focus for SAP recently, and One Inbox team, a taskforce that builds the architecture to enable centralizing tasks from different apps, is formed to focus on this effort. However, the team focuses on providing the foundation technology, and how this can be productized and bring value to users remain a gap. Thus, our team is tasked to provide a vision story to guide the scope and possibility of integration as a product.

Research methods

Uncover user needs with mixed methods to build a complete picture of problem space

Striving to understand this untouched area, we utilized different research methods along the process to create a complete picture of this opportunity space. We strived to be adaptable to the fluctuating nature of this project, and decided on the most suitable methods at that time based on the current stage, audience and resources.

Synthesis

User profile to capture behaviors, goals and challenges

We synthesized our research into user profile to pinpoint the core goals and challenges and inform stakeholders. While we actually started out with personas (which are sales and general managers), to align with our product vision of an integrated experience for all SAP users, I suggested to transform the personas into behavior-based user profile to avoid driving the design biased towards specific roles.

Synthesis

Design principles for guiding product decisions

On top of dedicated feedback for UI and interactions, the research also helped us to define design principles to guide the product vision and design decisions.

Scope

Balance UX and technical considerations to define product phase

Since the core concept of the app is around surfacing suggestions from different SAP apps in time, there could be hundreds of possibilities due to the breadth of portfolio. We scoped our design down to "representative suggestions" by user values and technical feasibility.

Design evolution

From low-fi to hi-fi

Our design evolved with constant feedback from users and stakeholders.

Design highlights

A vision for an intelligent, integrated enterprise experience

Scenario 1

Victoria, a pre-sales at Green Co. starts her day with SAP Assistant

A single stop with timely feeds to keep in the know

Going to separate SAP apps to collect information has been one major pain points we heard during our research. Our design allows Victoria to see her Sales Cloud account figures and work notifications in one place, and surfaced timely feeds for optimized performance. She can also customize her homepage with key metrics and shortcuts.

Smart suggestions based on user context

The app suggests Victoria to book a flight and hotel for her upcoming meeting. Tapping on "book flight", the app automatically pulls up the itinerary based on her Concur account's booking preference and current location. She can also set a reminder for the feed if she cannot act on it right away.

Refine suggestions with feedback

Victoria can also refine the system suggestions by providing feedback. This helps system to suggest more relevant feeds to her in the long run.

Scenario 2

Jessica, manager of Victoria, values her team and would like to keep up with her performance

Integration for viewing the trends

Our design provides a centralized view of information from employee survey and goal setting, pulled from SuccessFactors and Qualtrics. This provides a quick view to get prepared for a meaningful 1:1 and a gateway to drill down further in the dedicated apps.

Beyond

Another way to complete tasks on the go

Conversational AI is recently a major focus area for the company. Our design also proposes how the technology can integrate other SAP products to create a more suite-like experience for users.

Impact

Bringing familiar consumer experience to enterprise product

The design received a lot of positive feedback from customers and stakeholders, and implanted customer expectations for an integrated enterprise experience with familiar consumer patterns.

"It's a pain to go to separate apps, and I like that this app gives you quick summary in one place and choice of pursuing more info."
"Usability and simplicity is good - no need for education to start using it."
"Recommendations aligning with my schedule - this helps me to be productive."
Takeaways

Manage expectations with data points and get buy in

My biggest takeaway from this project is how to define scope and manage bandwidth with different data points from research, journey mapping to stakeholder input. Starting out with a white canvas, we took different paths trying to collect data for convincing stakeholders and get resources with a pre-defined vision by us (sometimes down to hi-fi prototypes already). However, we learned later on that probing and listening to what stakeholders want helped to set expectations early on and avoid us doing duplicated efforts. I also learned from my team that, while scoping, it is critical to bear in mind that the story should still compelling for the audience to advocate for our vision.