The introduction of Design Thinking at SAP as a product definition methodology requires every employee involved in the development of the product to take responsibility for the usability and end-to-end product experience. Customer involvement has become a cornerstone of both the requirements gathering process and the usability testing of our software. An essential part of the research phases are site visits, in which members of the product team interview and observe end users at their place of work to gain valuable insights into users’ real needs, task flows, and pain points. The product team then synthesizes the findings from several site visits to form a concrete picture of how users really work and how they could be supported in the future to increase their productivity and work satisfaction. The resulting insights are transformed into prototypes which are tested by end users before development begins. This allows the team to ensure their product provides a desirable user experience before the product is implemented.