Leitfaden für innovative Mobility Strategen - SAP Forum … · · 2013-04-19estimation Benefit...

Leitfaden für innovative Mobility Strategen

Tonja Erismann, Global Mobile Strategy Services

Christian Scheirmann,

SAP Mobile Forum, 17. April 2013

Divider page 1. What makes „Mobile Strategy‟ a key topic

2. Design thinking: an ingenious approach to Mobile innovation

3. How successful enterprises apply Design Thinking in Mobile

© 2013 SAP AG or an SAP affiliate company. All rights reserved. 4

Reality Gap Companies today widely lack a strategic approach

Source: IDG Research polled 140 members of CIO‟s invite-only LinkedIn Forum in February 2012, of which 99% held titles ranging from VP to CIO to IT Manager

**Source: eCommerce Times publication, 2011

.

Enterprise Mobility is widely recognized as transformational and strategic

A mobility strategy and a view on specific business impact is still largely lacking

Organizations with a best-in-class

Mobility Strategy implement their

mobility solutions with

72% less TCO compared to Laggards**


What engagement model do we propose for the innovation process Innovation as part of a holistic Mobile strategy

Discover Plan Build Run

Strategy Management

WHY Vision & KPI

WHAT Use cases

HOW Realization

WHEN Roadmap

TCO & Business Case calculation

Value estimation

Benefit review and evaluation

Realize benefit

Establish potentials

for further benefits

Value Management

Security & Compliance

concept

Risk Identification & Assessment

Execute risk mitigation plan

Raise Awareness

Establish Monitoring & Compliance, Review & Optimize

Risk & Security Management

Process to-be mapping

UX & Requirement Spec

App roll-out App design & development

Continuous App Lifecycle & Innovation of Usecases

Mobile Process Innovation

IT deployment plan

Solution architecture

Plan IT operations

IT deployment and testing

IT Lifecycle Management

IT Operations & Service

Optimization

IT Management

mLearning Framework

Education Plan Skill Matrix Knowledge transfer, application

and evaluation Transformation Training

Execution

Program/Project planning

Program/Project initiation

Program/Project

realization Program/Project closure

Program and Project Mgmt

Change monitoring

Execute governance framework

Improve org. change readiness

Ensure sustainable governance

Governance Governance

Charter MCOE capability

framework

Use case Innovation


Why Design Thinking?

SAP Services applies Design Thinking for customer challenges like

defining new strategies, designing products, solutions, processes,

organizational cultures or policies.

What is it

Design Thinking is a

human centric approach

for solving problems

and

creating new ideas

What is it NOT

Design Thinking is

Not new / not a hype

Not another

brainstorming method

Not a panacea, but a

repeatable process that

instills new insights &

culture

How does it work

It aims to find mobile

solutions that

users will love

are technologically feasible

and viable for business

Where is it applied

„Wicked Problems‟

both the problem AND

the solution are

unknown at the outset

of the problem-solving

exercise

Mobility is consumer-driven

Mobile initiatives often in the

context of usability

Needs & requirements

fuzzy, or unarticulated -

expectations high

Mobility involves a multitude

of stakeholders with different

motivations

And everyone‟s an expert

Technology is a moving

target

Lifecycles are shorter than

ever


How does Design Thinking work? Process for Mobile Use case Innovation

*

SCOPING

360° RESEARCH SYNTHESIS

IDEATION

PROTOTYPING

VALIDATION

IMPLEMEN-

TATION OPTIMIZATION

Define

• The business drivers

• The relevant KPIs

• The target mobile users

Explore

• The history & existing obstacles

• Other attempts to solve same issue

Diverge

• Capture target mobile user

motivations & needs:

• Brainstorm ideas to solve needs

Converge

• Combine, expand, & refine mobile use cases

• Clustering

• Classification

Create

• Visualize (low fidelity prototypes)

“Don‟t fall in love with your ideas”

• Document details

• Design and present hi-fi prototype(s)

Confirm

• Desirability: Validate prototypes with end users

• Viability: BC & organizational realization

• Feasibility: technical realization

Realize

• Define Mobile Roadmap

• Develop, deploy & run mobile

portfolio


Step-by-step approach Scoping SCOPING

360° RESEARCHSYNTHESIS

IDEATION

PROTOTYPING

VALIDATION

IMPLEMEN-

TATION

Mobile Vision

WE WANT TO BE MOBIVAILABLE FOR OUR CUSTOMERS:

Mobile availability of context-relevant data for our customers both directly and through our customer-facing workers

GROWTH

Business strategic

focus?

KPIs? Value driving roles?

SALES EXCELLENCE

HAPPY CUSTOMERS

ACCOUNT EXECS

CUSTOMER SERVICES

Target Mobile user

groups?

SERVICE TECHNICIANS

BIZ DEVELOPM’T

PRESALES

SALES DIRECTOR

Have access to Mobile infrastructure?

Lead a Mobile work/life style?

CUSTOMERS

B2B B2E B2C

DISTRIBUTOR

ACCOUNT EXECS

CUSTOMER SERVICES

SERVICE TECHNICIANS

BIZ DEVELOPMENT

SALES DIRECTOR

CUSTOMERS

PRESALES

DISTRIBUTOR


Step-by-step approach 360° Research SCOPING


IDEATION

PROTOTYPING

VALIDATION

IMPLEMEN-

TATION

MOBILE SURVEY

Explore the history of Mobile and the existing obstacles in your

company by mapping existing Mobile solutions and their adoption,

identifying stakeholders and topic ownership, understanding

drivers, requirements and ongoing activities: both Mobile initiatives

and other initiatives that could profit from Mobile OUTSIDE

INSIDE

There’s no such thing as a green field approach in Mobile!

Have you searched

your own company

name in AppStores?

You may be in for a

surprise…

COMPETITIVE ANALYSIS

Understand best practice mobile solutions for core industry processes and cross-industry support processes. Keep in mind the

bigger picture, recognizing peripheral impact of other technologies such

as social media, understanding opportunities of cloud and big data

analytics, the internet of things, augmented reality etc


Step-by-step approach Synthesis

A Day In The Life of Sales

Neutral

Positive

Negative

7:00 a.m. Review news about customers prior to

daily meetings

10:00 a.m. Verify credit and

payment history of customer

2:00 p.m. Submit travel expense

report for customer visit

4:00 p.m. Collaborate with

colleagues on follow-up demos

12:00 a.m. Capture receipts

related to customer visit

SCOPING


IDEATION

PROTOTYPING

VALIDATION

IMPLEMEN-

TATION

ACCOUNT EXECS

SERVICE TECHNICIANS

CUSTOMERS

PRESALES Personas

Understand user

motivations

Find unarticulated needs Identify Mobile use

cases

App: find

closest

Starbucks QR code in queue:

scan for info &

vouchers

App: Starbucks coffee

selection explained

NFC: Pay

with mobile


Step-by-step approach Ideation SCOPING


IDEATION

PROTOTYPING

VALIDATION

IMPLEMEN-

TATION

Prio medium

Prio medium Prio high

Prio low

Valu

e

Feasibility

Low

High

Complex Simple

Mobile Sales

FieldService

ApprovalWFs

Mobile use case

long list

Refinement & Clustering Classification


Step-by-step approach Prototyping

Describe use case details with executive summaries

Fine-tune use cases by adding ideal task flow, additional steps and failure recovery steps

What does a solution have to look like to capture the essence of the use case:

Design the UI flow visualized as low fidelity mockups (can be in paper)

Design the UI layout of high value screens

Create interactive prototypes (can be click-troughs)

Evaluate on real devices

SCOPING


IDEATION

PROTOTYPING

VALIDATION

IMPLEMEN-

TATION

Onboarding :: Initial Screen

iPhone 10:15 PM

APP TITLE & INFORMATION

BRANDING

iPhone 10:15 PM

APP TITLE

Onboarding :: Input Fields

Activate and Log In

Group title

This is place where descriptive text would be placed to explain the intention of fields below .

Field Name

Field Name

Activate and Log In

DemoGroup title

This is place where descriptive text would be placed to explain the intention of fields below .

Field Name

Field Name

Onboarding :: App Passcode (optional)

iPhone 10:15 PM

APP TITLE

Create App Passcode

Set Passcode

optional passcode

Repeat App Passcode

Enter App Passcode

Timeout 10 min

APP TITLE

Create App Passcode

Set Passcode

Repeat App Passcode

Enter App Passcode

Timeout 10 min

10 min

15 min

1 hour

1 min

5 min

iPhone 10:15 PM

APP TITLE

App Passcode

Skip Passcode

An application password can be defined in the system settings

OFF

iPhone 10:15 PM

APP TITLE

Set Passcode

Repeat App Passcode

Enter App Passcode

Timeout 10 min

App Passcode ON

mandatory passcode

? ? ? ?

?

iPhone 10:15 PM

Toggle to show / hidehelp text on whole screen

Cancel

3.5" 2:3 Portrait

Application UI Application UI Application UI Application UI Application UI Application UI

Login :: App Passcode (if set)

iPhone 10:15 PM

APP TITLE

App Passcode

|

Log In

Q W E R T Y U I O P

A S D F G H J K L

Z X C V B N M

space.?123 return

Forgot Passcode?

Forgot Passcode

The application will be reset and all

you data removed.

OKCancel

Application UI


Step-by-step approach From Lo-Fi Prototypes to Visual Design SCOPING


IDEATION

PROTOTYPING

VALIDATION

IMPLEMEN-

TATION


Step-by-step approach Validation SCOPING


IDEATION

PROTOTYPING

VALIDATION

IMPLEMEN-

TATION

BIZ

Viability

USER

Desirability

IT

Feasibility




IDEATION

PROTOTYPING

VALIDATION

IMPLEMEN-

TATION

BIZ

Viability

IT

Feasibility

USER

Desirability




IDEATION

PROTOTYPING

VALIDATION

IMPLEMEN-

TATION


Sysco Custom Mobile Inventory and Ordering App

Company

Sysco Corporation

Headquarters

Houston

Industry

Wholesale distribution ‒ food

services

Products and Services

Foods and restaurant supply

products

Employees

40,000

Revenue

$39 billion

Web Site

www.sysco.com

Implementation Partner

SAP® Mobility Design Center

The company’s top objectives

Grow customer base and improve customer loyalty

Simplify the inventory and ordering processes for customers

The resolution

Deploy a customer inventory and ordering app that offers a playful and fun experience for a cumbersome business process

Provide simplicity with sophistication to hide the complexity of processes

Operate in online and disconnected mode to support order entry in unwired, refrigerated locations

Build with HTML5 on Sybase® Unwired Platform to support iOS and Android

The key benefits

Removes or reduces barriers to entry for new customers

Reduces the time customers spend taking orders, enabling them to spend more time on their core business

Strengthens customer satisfaction so they order more and remain loyal

“Experts from the SAP Mobility Design Center supported us in

designing, building, and testing the mobile app, fulfilling our special

requirement to have it run in unwired locations. This helps us

strengthen our customers‟ satisfaction and loyalty, and makes it easier

for our customers to work with us.

Twila Day, CIO, Sysco Corporation

25,000 Products available in catalog

1,200 Customers expected to use this app on initial deployment

1 Unified app for online and disconnected environments

http://itunes.apple.com/us/app/sysco-counts/id542821959?mt=8

© 2013 SAP AG or an SAP affiliate company. All rights reserved.

Thank you

Contact information:

F name MI. L name

Title

Address

Phone number

Tonja I. Erismann

Global Mobile Strategy Consulting

SAP (Schweiz) AG

Althardstrasse 80

8105 Regensdorf

Switzerland

Mobile: +41 79 549 61 39

[email protected]

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Leitfaden für innovative Mobility Strategen - SAP Forum … · · 2013-04-19estimation Benefit...

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