Choosing a floorplan for a service desk app

Discussion Forum SAP Fiori Design Choosing a floorplan for a service desk app
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Hello all,

I need to update an existing end user service desk app to conform to the latest guidelines. At the moment, launching the app takes the user to a tile page with two tiles, one for create and one for history. I want to flatten the interface to go straight into the app but am struggling a little to decide on the most intuitive approach.

The app itself is for end users to raise service desk calls and to interact with ongoing calls (reading responses, sending updates).

Looking at the SAP delivered Fiori apps for inspiration, I have found three different approaches;

HCM My Leave Requests
Goes straight to a create page with history available via a button on the footer bar

CRM My Tasks
Takes the user to a Work List Floorplan

CRM My Contacts
Uses a Split Screen Layout with a Create button in the master list footer

I immediately discarded the leave request approach as every created object requires at least one subsequent visit.

The split screen approach in My Contacts appears to be the recommended approach looking at the create page guidelines, but for a user who is creating their first call, I am concerned that the simple + icon on the master list footer is too subtle and may be missed.

Is it against the design principles to replace the simple white icon with an emphasized text “Create New Call” button?

Does my description of the app fit the work list floorplan?

 

 

SAP UX Lead
PLAUT

Hi Tom,

Have you had a chance to do any user research? After you do some research I’d say you should mock up some prototypes and then test with a few users to see which works best. At the end of the day you want a design that works for the user, not just to simply follow the prescribed Fiori design guidelines. Don’t get me wrong they are a good place to start and it sounds like you are on track, but in the end they are “guidelines” not “rules”. If you test with users and you find that a more emphasised button results in more users seeing the action and knowing what to do next then that’s all that matters in my mind.

Hope that helps,
Simon

User Experience Expert
SAP SE

Hello Tom,

Looks as if the worklist floorplan does not fit your use case. Split Screen serves it better. If the main task of your users is creating desk calls, you can show the create page floorplan directly when launching the app. This means that the user does not have to select “+” in the master list.

Please see the guidelines, section „Structure”: https://experience.sap.com/fiori-design-web/floorplans/split-screen/

Does this help?

All the best, Annette

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