A well-designed personality is not only key in getting users to accept a digital assistant, it also has fundamental implications for our increasingly digital lives. We build relationships with other humans through emotional connection rather than just mere information exchange. Research proves that we act and remain attached, not because of reason, but because of […]
What’s the first thing that comes to mind when you hear ‘Fishbowl’? I bet you’re not thinking about people sitting in circles and discussing a topic vividly. It’s totally fine if you were thinking about an aquarium. However, we want to talk about Fishbowl as an excellent, future-oriented user research method.
Use cases are often considered to be a tool only for User Experience (UX) specialists. Read on why many other roles in a product and development team benefit from use cases as an essential milestone in the User Centered Design Process.
The irony of revolutionary technologies is that it can often be a challenge to figure out what to do with them. Find out how SAP is incorporating user experience research into the development of SAP CoPilot to get early input from users.
When I started in design at SAP nearly 20 years ago, there was more or less one design discipline: usability. Some people were more focused on accessibility, others on interaction design, and my group was focused on product design. But basically, we were all heaped into one big usability boat. Since then, I have been […]
To be honest, the words “religious about” above don’t necessarily need to be crossed out. As a user experience professional, you sometimes feel like you’re preaching a kind of gospel because you keep repeating the same words over and over to a succession of project teams: “Involve your end users.” “Get feedback from the end […]
In an ideal world, “caring about what users want” should be true and self-evident for everyone. Let´s assume that caring about everyone is the right thing to do from an ethical point of view. Isn´t caring about our users at least as imperative? For me caring about a user means that I use all the […]
As head of design at IBM, Phil Gilbert leads a program of historic proportions to reinvigorate IBM’s business through the power of Design Thinking. Since his company was acquired by IBM in 2010, Gilbert has been executing on his plan to redefine how Big Blue, the inventor of commercial computing, develops its products and services. […]
Try it here on April 28th! Starting with a new visual design, easier low fidelity prototype creation, we put in this release features that our users asked for: form factor and browser (Firefox, IE11) support for User Studies, a new discussion thread when prototyping, an icon picker, Fiori Smart Templates… What’s new and exciting […]
Getting input from customers is vital to making sure we are building the right solutions. The tricky part is getting enough feedback to have a complete picture of the issues the majority of customers and users face. Ask too few users at too few companies, and the result is a picture very specific to their […]
Statistics, numbers, data – what sounds nerdy at first can be refreshingly captivating if you put it in a new context. Indeed this spring, SAP and the National Hockey League (NHL), the professional ice hockey league, consisting of 30 member clubs in USA and Canada, scored a big coup in revolutionizing the representation of sports statistics and retelling their story to hockey lovers all over the world.
The term “customer engagement” is used so often that it can admittedly sound a bit hollow. However, for those of us designing and developing enterprise software, it is a solid, hard-core matter of survival. Whether long-term or short-term, big or small, involving customers in the R&D process is vital to producing products people want to […]
Putting user experience (UX) at the forefront of what IT does and using the principles of design thinking requires digging to the root of what users are actually trying to accomplish and what motivates them. This invariably paints a very different picture than making educated assumptions or just asking users for feature requirements. Getting to […]
So here was my challenge. As the manager of a team of user researchers, I was asked some years ago to help shift the mindset of our executives from traditional software benchmarked by features and functions to one measured by the quality of the user experience.
Article by Denise Pilar and Felipe Martins from SAP Labs Latin America
User-centered design can be a challenge in Brazil where the organizational UX maturity level is low. Teams have to overcome management objections to user-centered design and navigate cultural considerations. This article presents ways to handle the most common objections and discusses what can be done in spite of the inherent difficulties.
The term “use case” is a common source of misunderstanding because it is often used to mean different things. Sometimes people use it to describe: a stakeholder’s high-level goal a step by step description of system action the flow of how users interact with a system If a team talks about use cases and everyone […]
This is the third in a small series of infographics on the topic of design and user experience. The first infographic was an introduction to the design process. The second was about conducting field research with end users. In this third post, the graphic highlights the steps involved in conducting a usability test and provides a few tips and […]
I like working with good, reliable checklists. Here is one that I created after I had conducted a couple of remote usability test sessions, in order to keep an eye on the most important things that require my attention when using this method. Today, as I’m more experienced, I find myself completing most of the […]
Card sorting is a user research method which is typically done manually and with pen and paper. In this article, I will explain how we turned it into a remote method. To be honest, we improvised. We had done the card sorting activity in person already with many customers, but we wanted to get feedback from users further afield.
An experience map is a method you can use to get insights into the holistic experience of your target group (be it users, customers, clients) in order to understand and visualize the ups and downs of their experience across the service or ecosystem.
This is the second in a small series of infographics on the topic of design and user experience. The first infographic was an introduction to the design process. In this second post, the graphic highlights the steps of conducting field research and provides a few tips and benefits along the way. The infographic starts with […]
For those of you familiar with the SAP User Experience Community site, you will notice that quite a bit has changed here over the last couple of days. For you first-timers, let me just say “welcome”! If you are returning to the site, please note that all previous posts, and many new ones, are now […]
So you’ve been invited to take part in a user research study by your department head, your company’s IT department, or by an SAP contact. They told you about the importance user research has in improving the user experience of a software product, and they said you are just the right person for this. You may […]
The following infographic is a fun take on a serious topic – integrating users into the design process. The graphic takes the reader on a journey which starts with a multidisciplinary team and then moves swiftly on to scoping the design project appropriately. The “real” work then starts with 360 degree research, after which, everything […]
Conducting moderated user research activities remotely is a great way to get valuable feedback from users if travel budget is tight or there are other reasons why travelling to meet users in person is not viable. There are a lot of methods that can be conducted remotely, for example interviews, story board validations, or formative […]
This is the second of two posts. In the first post, I summarized the advantages and disadvantages of remote user research sessions. In this post, I’ll give some tips and tricks about what you have to consider before, during, and after the sessions. This is kind of long, but if you are going to conduct […]
In the context of business software, user research is a systematic approach to find out what exactly target users of a software product do in their work-related duties. The main focus of the research is on capturing the users’ goals, tasks, needs, pain points, information and interaction requirements. These findings are then used as input […]
Just recently we had a talk with a potential customer about a possible approach to a project involving user research, conceptual and visual design and development. Whereas the steps concerning design and development had been talked over very quickly leaving everybody at the table leaning comfortably in their seats, the first and foremost step, […]
The extensive challenge designers and vendors of interactive products face is that “Experience or User Experience” is not about good industrial design, multi-touch, or fancy interfaces. It is about transcending the material. It is about creating an experience through a device”, states Marc Hassenzahl in his book on “User Experience and Experience Design” in the […]
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 […]
Data-based decision making is only as good people's initiative and ability to make sense of the data, and the ability of their tools to help them think critically about it. The goal of this extensive user research project was to determine the opportunities for, and barriers to, reaching “casual” users of quantitative business information with a more engaging experience.
Shadowing is a qualitative method which is not widespread up to today, where a person is accompanied by an observer like a “shadow”. The method was mainly used in the field of consumer research for new products or services. At D-LABS, we have successfully adopted it for the acquisition of working processes and the usage of business software and observed employees during their everyday work.