Great User Experience prioritizes the needs and preferences of the user. This is why at SAP we take every opportunity to listen to and learn from our users. Feedback is essential for us to drive product design and development, foster innovation, validate design decisions, and enhance customer satisfaction. Ultimately, it is all about delivering great User Experience and the benchmark for this is changing every day. And we are up to keep the pace! Learn how we engage with our users to leapfrog their experience with our products.
Listening to learn
We are committed to listening to, and learning from, our users via multiple channels and formats. Our flagship program to collect feedback is the SAP User Feedback Day which brings together our user researchers, product teams and customers to talk openly about what they are using today and discuss ideas and possible opportunities for the future versions of our SAP products. We know that building and maintaining close relationships with our customers and end users is essential for transforming their product experience to meet their current and future requirements. During the SAP User Feedback Day on February 21, 2024 in St. Leon-Rot, Germany, SAP experts met eight European customers from a variety of industries such as Professional Services, High Tech, Industrial Manufacturing, Utilities, Consumer Products, Retail and Travel and Transportation.
The day was kicked off by a talk about the what, the why and the how behind User Research including an overview of the different methods like User Interviews, A/B comparisons, prototype methods, etc. User Research always intends to find out what users do, need, think, and want. End users from customers from the above industries then had the chance to give feedback on apps and scenarios they are using on a daily basis as we provided them with different use cases from our product portfolio for SAP S/4HANA Cloud Public Edition and Digital Supply Chain (DSC).
In eight small group User Research sessions, SAP experts and customers were able to cover a variety of common end-to-end scenarios in Enterprise Resource Planning and Digital Supply Chain:
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Our User Researchers and end users engaged in all of the above topics by choosing distinct User Research methods with the best fit for their use cases: Interviews and observation, moderated discussions, formative usability testing and validation exercises.
Understanding that our users want to be successful in their daily business, we do everything to support them by providing efficient tools they love to work with. The quality and the value of the products we deliver must be at their maximum potential to cater to our customers' needs and expectations. During our dedicated User Research sessions, vivid and constructive discussions in small groups really helped to get to the essence and allowed users to share their opinions on our products openly – creating a relationship of trust to foster improvements and innovation.
“Location, energy and topics were wonderful. I loved to see customers in active, engaged and constructive discussions.” (SAP)
“It was very interesting to have this exchange with SAP. We were finally able to give direct feedback about the systems we are using, and we were heard! I’m curious to see how we can continue the collaboration. I’m leaving with a positive feeling.” (Customer)
Embracing the journey and building the future together
Meeting our customers in one room is always extremely rewarding. Not only for us, but also for our customers as we are all part of a joint learning journey to help them run better today so that they can grow and evolve tomorrow. To get them excited about what is coming next and share some more information on trending topics, we offered our customers five innovation booths to immerse into what they could be using in the future:
Talking to our customers should never be a one-off event and we are committed to stay in close contact and implement improvements wherever feasible. Feedback is an invaluable source of insights actively shaping our products, enhancing user satisfaction, and creating high value for our customers. It serves as a compass for continuous improvement in line with user needs and expectations. Everything we do is influenced by the facts we gather and analyze. This allows us to make informed decisions and to create great products – all based on direct and unfiltered feedback from our users. We are excited to build the future together!
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