You have your UX Strategy in place and now the question is what do we improve?
We already made the point that the topic of UX involves a number of elements that are linked or dependent on each other. From the front-end interface, connecting to an application that renders a system process, based on a business process, with master and transactional data, to the technology platform and architecture.
It follows that with so many moving parts, we need a methodology to bring all these elements together – we need a Roadmap. The main driver for a roadmap approach is the fact that any solution requires the availability of UI components. These components change over time and are influence by other components. So a solution that is not feasible today may be feasible in a few months due to a change or update to the landscape.
1. Focus on Value
Improving UX for the sake of it does not serve much purpose. For this reason we believe this should be a targeted effort to identify
the business value opportunities. In my blog 03 I discuss the balanced scorecard approach to UX value and that applies here. Business value accrues either from value opportunities – introducing a new capability that adds new value, or by solving UX pain points that have a business impact.
2. Focus on Data
Data is the golden thread to discover the value opportunities. Data also needs interpretation and understanding so this process also requires interaction with users. The data helps us to follow a method of prioritisation, so that we consider the whole but find a way to identify the best opportunities. At the end, the data is what we use to justify as well as to quantify the business value.
3. Transactions, End Users & Landscape
We derive our target value opportunities by focussing on the transactions to prioritise, which end user groups to prioritise as well as what the landscape capability offers. I want to reiterate the end user again. We are looking to solve the UX pain points of user groups / roles that offer business value. We are not looking to change a few transactions within the whole of SAP.
As a principle we recommend that you set a time limit on this exercise to avoid the ‘paralysis by analysis’ trap. The resources need to be prepared and available for this exercise.
We follow a 3 stage approach: Discover > Assess > Roadmap. Between the Assessment and Roadmap stages we have a decision point where our recommended solutions require approval before they are planned for user coherence and integration into the SAP roadmap.
During the Discovery stage the aim is to generate as much information as possible and to evaluate this in a way to drive a prioritisation of transactions in the first instance and then of end users. We consider multiple types of information for this exercise and in practice this depends on what information is available within a reasonable time. This stage ends with a consolidated list of transactions and users in scope.
During the assessment stage we assess firstly what ‘Out of the Box’ solutions are available from SAP and then consider the appropriate enablement solutions. The enablement solutions involve the design and build of the solution for the transaction and the users.
The second part of the process is to validate the initial assessment results. For this we utilise a basic set of validation criteria: Desirability; Feasibility and Viability. The result of this stage is a set of recommendations.
We recommend an approval step before proceeding to the last stage. The UX Roadmap is created firstly by developing a user coherence plan and then creating the UX roadmap that integrates the UX solutions, UI components and end users.
Lastly please note that this methodology requires a cyclical approach that every cycle will target the priority areas and over time will drive a UX transformation of your SAP estate.