This document discusses how design thinking was applied by field service engineers at SAP TechEd in 2013. It describes how the engineers observed daily activities and information needs, developed personas to represent different user types, and brainstormed and prototyped ideas. This included creating a time writing application prototype. The presentation emphasizes involving end users, SAP, and all stakeholders in the design process through collaboration and co-creation.

1. Design
Thinking
with
Field
Service
Engineers
SAP TechEd, 2013

2. Prelude
what is Twan doing here?

3. Prelude
what are we doing here?

5. First
setting the scene

6. Field Service Engineer
Se#ng the scene

9. Cleanroom
Se#ng the scene

10. The Company
Se#ng the scene

11. scoping
Understand

12. A day in a life
Daily ac1vi1es with informa1on need

13. Observe
360° research

14. Understand current situaCon
What is good – what can be improved

15. Point of view
synthesis

16. Personalize
Define who you want to support in what way

17. Meet Chip
Field Service Engineer Persona

18. Ideatesolutions
choose

19. Ideate
Brainstorming and sketching

21. Prototype
validate and test

22. Maintenance Manager
Entry point for Field Service Engineers

23. Maintenance Manager
Integra1on of SAP and non SAP func1onality

24. Time WriCng applicaCon
User Experience design

28. Implement

29. ImplementaCon?
• Ask me next year at SAP TechEd 2014 ;-­‐)

30. Epilogue
what was Twan doing here?

31. Epilogue
What were Julia and Twan
doing here?

32. Key takeaways
•
•
•
•
Involve end users
Involve SAP
Involve all stakeholders
Collaborate and Co-­‐create
• Plus … listen and discuss to really, really understand business
requirements

33. Contact informaCon
Thank you!
• Ciber
– Principal Technology Officer SAP
– Scrum master / coach SAP projects (2009)
– SAP NetWeaver soluCon architect (2007)
• SAP related
– SAP project experience since 1995
– SAP Mentor
– Blogger on scn.sap.com
• Web
– www.twanvandenbroek.nl
– nl.linkedin.com/in/tbroek
– twi_er.com/tbroek
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