Embedded Files
OVERVIEW
SAP Analytics Cloud (SAC) is an extension-to-web mobile application aimed at Business users to consume data dashboards on the go.
With the focus on improving UX quality, the design leaders investigated how to define a consumption experience that allows the user to monitor important data independent from the dashboard in the existing mobile app.
MY ROLE
Sole UX designer for Android as Fiori Design expert.
---
Research, Information Architecture, Interaction, Visual design, & Testing
PRODUCT PLATFORM
Android Mobile & Tablet
DURATION
Jun 2020 – Jun 2021
Mobile and tablet mocks ups showing data points.
SITUATION
"How do we enhance the consumption experience for KPI on mobile?"
This was a UX strategy question on a higher level.
Although users of SAC application have numerous offerings at their disposal, their experience on mobile has not been much advanced. A lot of customers face inconvenience in finding the right answers, and getting insights but most importantly miss the overall experience of a true extension-of-web application.
DISCOVER
Triangulation research technique
When we started I had many questions regarding the needs of the situation, at the same time I wanted to understand various aspects of users that would need to gather more data.
Brainstorming
Questioning & answering what's and Why's for "consumption" & "KPI"
Stakeholder interview
Gather information from past experiences, requirements, user stories, etc.
Listening to customers
Being a silent listener on feedback calls, knowing better issues of data consumption.
Empathy Map as a synthesising tool
One of the tools I used to synthesize study and clusters using an empathy map.
The team was now on a common understanding of users' pov with respect to the consumption of data in SAC Mobile.
What do customers say, think, feel and do when they look at a KPI?
Empathy map for qualitative study
💡
"Making an empathy map helped me a great deal in tying things back to users in every design feedback session."
Persona study
Shaya, Regional Manager of a hospital chain.
She is always on the go and needs quick overviews of information.
Consumes Supply chain, Inventory, and employee data dashboards available in her SAC.
Goal:
Quickly access various data points she frequently monitor.
Pain Points:
Juggling dashboards & charts take considerable time.
Scattered information, As she does not have control over dashboard creation.
Current data viewing experience.
"It is a frustrating process. It becomes almost impossible to analyze in one go!"
-Customer call.
Expressing her thoughts data viewing experience.
💡
"A high-level persona is often set for enterprise products such as SAC, It is difficult to get into the shoe and really speak for our users, And so, it is crucial to create a detailed persona scope with respect to the situation."
Current user journey
The journey maps out the current state of the app to create a holistic view of the user’s experience.
This journey is mapped considering expert business users and casual users. The journey assumptions were based on discussion with the product expert, and user requirements created in JIRA.
This shared E2E journey mapping became important every time we agreed on HOW/WHERE (in the flow) to improve the user experience.
Opportunity area - PHASE I
Common place to access the selected.
Personalized data points
Trend analysis of data points
💡
"Journey maps are always created to support a known business goal. In this case quality of experience.
Task: view the required data point."
Deep diving into KPI
In order to provide an improved experience, it is crucial to understand data points / KPIs in depth.
I studied JIRA backlogs, previous requirements, and discussion sessions with the product expert to contribute to this life cycle of data points.
This life cycle of a KPI here explores the possibilities with user-selected data.
Life cycle of a data point.
Scope identified - PHASE I
Deep dive into KPI
Let's focus on “Monitoring” & “Explore” for now
TASK
Trigger question
How might we help users to save, follow, and then quickly consume these personalized data points?
I follow a personalized data point.
I get a trend on data points.
I get push notifications on set thresholds.
Goals
Customizable:
Giving the ability to customize KPI best suited to the user.
Accessible:
The feature can easily be accessed within the app.
Explorative:
Interact with the KPI’s in a way that gives more insight to follow-up question user might have.
Collaborative:
Not only share KPI’s but also allow to assign these KPI’s to a user/group
Alerting:
With a strong consumption use case, users should be able to subscribe to smart alerting system.
Complexity Involved
Fresh data:
Communicating if a user is referring to older
data (last refresh details)
OS UI patterns:
Consistency on iOS and android pattern of
layout, navigation, and Fiori UI.
Chart interactions:
Constrains on chart interactions. (charts are
handled separately by another team)
Network connection:
Irregularities adding to the problem.
ACTION
App flow - Architecture
How did we want the overall experience to be?
We wanted to integrate the "Watchlist" feature well into the user flow throughout the application. And so we decided to present the option to "add" from the most used app flows today.
Such as:
The traditional flow of consuming data. - Through story dashboards.
Access to watch list from home - Making a part of the main app menu.
Explorative way - Through Search to insights.
App flow
SOLUTION
Design Iteration
With the holistic view of the design solution, we went through a funneling process illustrated here to arrive at MVP1 for the feature release.
The solution presented a detailed walk-through with an extended scope which gave the development team a clear understanding of the feature scope, roadmap, and workflows.
I collaborated with a UX writer for mobile, who also played a big role in defining consistent language across various scenarios.
design iteration visualised.
The best part while iterating versions was, I had feedback sessions with a product expert, developers & also UX writers. I also looked over proof of concepts (POC) developers made.
This helped me in prioritizing “absolutely must” for quality user experience but also modifying in case of technical limitations within MVP.
One such example I'd like to highlight is the representation of data point trends.
Snapshot of design iteration.
Design Mock-up
Based on the app flow I came up with a design-vision solution. I worked on end-to-end deliverables for android alongside a designer for iOS.
Consideration points for design:
Consistent navigation on both platforms.
Consistency in the design patterns used.
Explore design possibilities
-- Mock-ups & Prototypes are intentionally kept hidden to comply with NDA.
IMPACT
Summary:
The overall findings suggest feedback in the direction of the design vision.
It also gives insights for improving a few screens & workflow.
Such as, Setting the higher priority of the time series chart for the existing list of comparisons.
Satisfaction score - 60% [Product initiated]
Average task time - avg. 10sec [90 users]
Task success rate - 91% [90 users]
Process:
Documentation for Usability testing:
Topic summary for registration
Feature walkthrough - One-pager for the customer account managers
Activity line up - Test session
Usability Report - Synthesis of all testing sessions
Rool up deck - Putting UX items & marking priority in JIRA.
-- Links to the user validation intentionally kept hidden to comply with NDA.
Customer engagement channels
CONCLUDING NOTES
Extending feature to web application
*Design in progress.
REFLECTIONS
Designing a feature that is SAP’s one of the primary revenue sources (HANA – live data connection) requires an of level thoroughness, proactive decision making, and openness to learning.
Which is hard to experience in teams or products so big. Fortunately enough I had this biggest opportunity to experience this from the front seat. Every design detail was an informed decision thoroughly reviewed & questioned, often in multiple rounds by senior stakeholders.
I would also like to mention the joy of working with design peers who strive for making a design that speaks for itself.
Thanks for scrolling!
✌🏼
===
Report abuse