SAP CUX Design Principles
Intro
In enterprise, business users work with sensitive, complex data that often times reside in multiple databases. Moreover, enterprise systems may be responsible for customer data, in addition to their own. To build and maintain trust with users, the SAP CUX Design Principles emphasize transparency and user control. They focus on fulfilling the needs of business users, and on helping them be more productive. Overall, these design principles align with SAP’s Guiding Principles for Artificial Intelligence.
Design Principles
These principles lay out the values to keep in mind and guide you throughout the design process. Use them to inspire you as you create your designs, throughout the process, and to retrospectively measure the user experience of the conversation.
1. Provide a clear and concise engagement that accelerates task completion
2. Provide flexibility in the conversation by adapting to user’s needs
Simplify the conversation to provide just what the user needs to complete their task. This avoids overloading the conversation and minimizes user frustration.
User should have full control over the conversation. User should be able to backtrack, combine steps, make changes and fix mistakes. If the user feels uncertain or stuck, guide them to move forward in the conversation.
3. Be transparent about what the user can expect
4. Promote a collaborative environment where the user feels respected and understood
Set up your users with the right expectations early on so they can adjust their intent and actions accordingly. Be clear and upfront in what the bot can and cannot do, how the data is being used, where it is sourced from, and that the user is not interacting with a human. This allows the user to successfully engage with the bot, increasing the users trust in the system.
Engage the user through cooperation, active listening, and turn taking. The user should feel ownership over the conversation and the desire to explore the system. By doing so, the user creates an understanding of the system, which validates and encourages a flexible mental model that can grow with continued engagement.
5. Create a comfortable conversation with respect to a consistent tone and use of affect through utilizing the system personality
Demonstrate a consistent personality that embodies a professional, optimistic, and approachable attitude. The system can be optimistic, insightful, etc., but it should not show overt human emotions.
6. Connect relevant and credible information to provide insights and suggestions
5. Create a comfortable conversation with respect to a consistent tone and use of affect through utilizing the system personality
Demonstrate a consistent personality that embodies a professional, optimistic, and approachable attitude. The system can be optimistic, insightful, etc., but it should not show overt human emotions.
6. Connect relevant and credible information to provide insights and suggestions
Proactively provide unbiased insights that assist in user decision-making by leveraging multiple sources of data including conversation context and user preferences, etc. The data should be objective, explainable, and in the best interest of the user. It should be free of malicious intent or self-serving agendas, as not to exceed the users’ level of comfort and trust.