SAP's New Global Trade Services User Experience

2010 and Beyond

Ben Ceaser Director, GRC Solution Management SAP Labs LLC May 2010

Session 1306

Safe Harbor Statement

This document is intended to outline future product direction, and is not a commitment by SAP to deliver any given code or functionality. Any statements contained in this document that are not historical facts are forward-looking statements. SAP undertakes no obligation to publicly update or revise any forward-looking statements. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. The timing or release of any product described in this document remains at the sole discretion of SAP. This document is for informational purposes and may not be incorporated into a contract. Readers are cautioned not to place undue reliance on these forward-looking statements, and they should not be relied upon in making purchasing decisions.

© 2010 SAP AG. All rights reserved. / Page 2

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 3

GTS 10 and Beyond User Experience Project Objectives
Usability
Productivity End User satisfaction

Harmonization
GRC 2010 Suite Business Suite

Total Cost of Ownership
Cheaper to extend UI Easier to personalize

Collaboration

© 2010 SAP AG. All rights reserved. / Page 4

/ Page 5 .GTS 10 User Experience Project Team SAP Product Team User Experience Solution Management Customer Advisory Office GTS Developement Key Influencers GTS Customers Partner Ecosystem SAP Consulting © 2010 SAP AG. All rights reserved.

GTS 10 User Experience Technology Overview 3. GTS User Experience Project Overview 2. User Centered Design at SAP 4. GTS 10 User Research Findings 5.Agenda 1. / Page 6 . Benefits for GTS 10 and Beyond © 2010 SAP AG. The New GTS 10 User Experience 6. All rights reserved.

02 User Interface Technology New UI – WebDynpro ABAP Classic UI .GTS 10 Technology Facts and Figures Platform NetWeaver 7. All rights reserved. / Page 7 .Dynpro Prerequisites GTS 10+ Deployment Options Portal NWBC SAPGUI Browser © 2010 SAP AG.

GTS 10 NWBC and Portal Deployment Options © SAP 2007 / Page 8 .

GTS 10 User Interface Architecture © SAP 2009 / Page 9 .

GTS User Experience Project Overview 2. / Page 10 . The New GTS 10 User Experience 6. GTS 10 User Experience Technology Overview 3.Agenda 1. GTS 10 User Research Findings 5. Benefits for GTS 10 and Beyond © 2010 SAP AG. All rights reserved. User Centered Design at SAP 4.

In a Nutshell. prototype. the 4 Principles of UCD Focus on real end-users Validate requirements & designs Design. & develop products iteratively Understand & design for a holistic user experience © SAP 2009 / Page 11 .

e. and responsibilities Goals Tasks and activities Typical use cases Use of other software and artifacts needed to perform their jobs Organizational and social contexts Workflows within these contexts © SAP 2009 / Page 12 .g.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 enough to represent them Understand end users: Characteristics. skill levels. backgrounds..

and record end-users’ feedback and performance on tasks and 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 to insure that the right content is provided for the right end-users! Identify usability issues on low.Validate Requirements & Designs Observe.to medium-fidelity prototypes and running applications – Fix issues early. before software is released! Benchmark the usability of “shipped” products with standardized usability tests – Measure how usable our products really are and strive to improve every release! © SAP 2009 / Page 13 . measure.

prototype. & Develop Products Iteratively Design. and fidelity continuously Start with light-weight paper mockups Incrementally build up functionality and fidelity in prototypes Incorporate feedback from usability evaluations on prototypes and iterative UI designs Incorporate feedback from formative and benchmark tests of running applications into future releases © SAP 2009 / Page 14 . Prototype. quality. and develop product iteratively: Create and refine scope.Design.

we consider how people: Hear about our software Order or subscribe to it Pay for it Set it up (install/activate) Use it Change or personalize it Maintain it Diagnose and report problems Fix problems Deactivate/uninstall/dispose of it A holistic philosophy addresses different needs: Customers want our software to be: Easy to install and integrate Easy to update and maintain Require minimal training Help productivity Support workgroups End users want our software to: Match how they think Support their work activities Provide satisfying user experiences Perform smoothly Present information clearly © SAP 2009 / Page 15 .Understand & Design for a Holistic User Experience In a holistic approach.

The Five UCD Steps Determine UCD activities Plan resources. and needs Measure the usability of released product Define what you are going to build from a user’s perspective Write use cases Ensure design continuity as the system is coded Create UI prototypes iteratively Validate design ideas with end users © SAP 2009 / Page 16 . budget Understand the market and business opportunity Get an understanding of end users‘ goals. tasks. timeline.

/ Page 17 . User Centered Design at SAP 4. Benefits for GTS 10 and Beyond © 2010 SAP AG. GTS 10 User Research Findings 5. GTS 10 User Experience Technology Overview 3. GTS User Experience Project Overview 2. All rights reserved.Agenda 1. The New GTS 10 User Experience 6.

wordle. All rights reserved.GTS User Profile Users’ Job Title Term Frequency Visualization Courtesy of http://www.net/. © 2010 SAP AG. / Page 18 .

/ Page 19 . All rights reserved.User Research Findings Findings • Too • • many clicks Structure of Compliance Organizations Escalation process formatting • Address • Evaluation of SPL blocks Surprises • • • Most users are not power users “No one trained me to use that” SPL Master © 2010 SAP AG.

User Centered Design at SAP 4.Agenda 1. All rights reserved. / Page 20 . Benefits for GTS 10 and Beyond © 2010 SAP AG. The New GTS 10 User Experience Information Architecture SPL Master Example SPL Exception Resolution Management Dashboards 6. GTS User Experience Project Overview 2. GTS 10 User Research Findings 5. GTS 10 User Experience Technology Overview 3.

0) © 2010 SAP AG. All rights reserved. / Page 21 .GTS SPL Screening Information Architecture Before (GTS 8.

/ Page 22 .0) © 2010 SAP AG.GTS SPL Screening Information Architecture Before (GTS 8. All rights reserved.

GTS SPL Screening Information Architecture After (GTS 10) GTS 10 Global Trade Administration Service Map © 2010 SAP AG. All rights reserved. / Page 23 .

All rights reserved.GTS SPL Screening Information Architecture After (GTS 10) GTS 10 Trade Compliance Service Map © 2010 SAP AG. / Page 24 .

Agenda 1. GTS 10 User Experience Technology Overview 3. All rights reserved. The New GTS 10 User Experience Information Architecture SPL Master Example SPL Exception Resolution Management Dashboards 6. User Centered Design at SAP 4. GTS User Experience Project Overview 2. GTS 10 User Research Findings 5. / Page 25 . Benefits for GTS 10 and Beyond © 2010 SAP AG.

view or edit an entity on the Sanctioned Party List User Research Findings 1. All rights reserved. The most important fields for the user are Name. / Page 26 . Users were leaving GTS to view SPL entity information in the content provider’s website even though this information was available within GTS! 2. Address and URL Issues • Key information scattered across several tabs • Name and address information obscured •Not accessible and uncomfortable for end users © 2010 SAP AG.0) Objective Create.SPL Master Before (GTS 8.

All rights reserved. view or edit an entity on the Sanctioned Party List Solution • Analysis of SPL Master content yielded data which dictated the frequency of field usage and the “sweet spot” for the number of name and address records to display • All • key information is displayed on the first page Separate fact sheet for SPL master display for consumption by end users © 2010 SAP AG. / Page 27 .SPL Master Analysis Solution (GTS 10) Objective Create.

SPL Master Fact Sheet After (GTS 10) © 2010 SAP AG. / Page 28 . All rights reserved.

GTS 10 User Experience Technology Overview 3. User Centered Design at SAP 4. GTS 10 User Research Findings 5. / Page 29 . The New GTS 10 User Experience Information Architecture SPL Master Example SPL Exception Resolution Management Dashboards 6. GTS User Experience Project Overview 2. All rights reserved. Benefits for GTS 10 and Beyond © 2010 SAP AG.Agenda 1.

All rights reserved. / Page 30 .What is Sanctioned Party List Screening? Is my Business Partner this bad guy? = ? GTS Blocked Business Partner Resolution © 2010 SAP AG.

Proposed New SPL Process Compliance User © 2010 SAP AG. / Page 31 . All rights reserved.

/ Page 32 .Proposed New SPL Process Basic User (Level 1 Review) © 2010 SAP AG. All rights reserved.

/ Page 33 .Product Demonstration GTS 10 Sanctioned Party List Screening Exception Resolution Process © 2010 SAP AG. All rights reserved.

GTS 10 User Experience Technology Overview 3. GTS 10 User Research Findings 5. Benefits for GTS 10 and Beyond © 2010 SAP AG. The New GTS 10 User Experience Information Architecture SPL Master Example SPL Exception Resolution Management Dashboards 6. All rights reserved.Agenda 1. GTS User Experience Project Overview 2. / Page 34 . User Centered Design at SAP 4.

/ Page 35 .Product Demonstration GTS 10 Management Information Dashboards © 2010 SAP AG. All rights reserved.

The New GTS 10 User Experience 6. GTS User Experience Project Overview 2. / Page 36 . GTS 10 User Research Findings 5. All rights reserved.Agenda 1. User Centered Design at SAP 4. Benefits for GTS 10 and Beyond © 2010 SAP AG. GTS 10 User Experience Technology Overview 3.

GTS User Experience Renovation A Call to Participate GTS 10 Validation Testing Beyond Prioritization of UI Development User Research Validation Testing © 2010 SAP AG. / Page 37 . All rights reserved.

/ Page 38 .GTS User Experience Renovation Benefits Summary of Benefits for GTS 10 and Beyond Usability Simplified information architecture Increased productivity Internal and external collaboration Escalation processes with workflow Even More Compliance Case Management 2. All rights reserved.0 More usable audit trail reports Lower Cost of Ownership Multiple deployment options Decreased training costs Easier to enhance © 2010 SAP AG.

/ Page 39 .Thank you! © 2010 SAP AG. All rights reserved.

/ Page 40 .sap.Contact Ben Ceaser SAP Labs LLC 3408 Hillview Ave Palo Alto. All rights reserved.ceaser@sap.com © 2010 SAP AG.com www. CA 94303 ben.

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