Benefits of end users involvement in Project Implementation
Involvement of users in project from starting has great impact on success in terms of monetary and non-monetary scales. Software is used to optimize the business process. Consumer user experience is setting the standard for business software. I see a clear shift in the industry from focusing just on functions and features to Design Thinking methodology.A user-centered design provides a better experience for the end users in the overall process.
There are three pillars of great design innovation.
- People (Desirability) 2. Business (Viability) 3. Technology (Feasibility)
Three above groups work as a team. They should always think together to design the best design of solution. There should not be dominance of one team on another. Design thinking is combination of user desirability, which has business values and is feasible under technology. Many implementations ignore user involvement as an excuse of time and fund. But statistics and facts say, involvement of user from initial stage of implementation brings more adaptability and great solution.
Facts: Monetary Benefits
- Gain Productivity: Few corporate (like Whirlpool, Ford, Nike, Apple, Coca-Cola, IBM, Disney, P&G, Starbucks etc.), which focus on design thinking/ user experience, are having consolidated average growth 228% higher than S&P index.
- Decrease user Errors: A 30 days project of SAP Screen Personas achieved to reduce the number of screens from 7 to 3 and the number of clicks from 45 to 26. At the end of project, the end users told us, wow, great, thank you IT organization. The project has resolved 7 out of 10 of their common error and issues. This leads to reduction of 70% IT incidents in the specific business process.
- Save Training Cost: Average 3,000 new or additional people join our partner organization every 18 months. They invest 2 days to get trained and primarily how to work with the system. Imagine if one can reduce this to 1 day or even a half day. You can easily calculate how much money can be saved.
- Decrease Change Requests: Unilever gets average dozens, sometimes hundreds of change requests when they release a new solution to the business. They applied Design Thinking methodology, user-centered design in a certain project during the implementation project. At the end, they only had average 7 change requests.
Facts: Non- Monetary Benefits
- User Satisfaction
- New generation user involvement
- User Productivity
- Strengthen relationship between IT and business user
- Increase solution adoption
- Increase customer loyality
SAP has created a UX value calculator tool, which is available in public at below: http://experience.sap.com/designservices/
The next article is in continuation of this article, which is based on SAP parners role in SAP UX strategy. Here is the link below.