How do you design a user interface for a complex service management process? And how do you make sure that development still matches the design.

1. Design
Thinking
with
Field
Service
Engineers
VNSG UX Focus group
12-­‐12-­‐2013

2. Prelude
what is Twan doing here?

3. Design Thinking
From problem or idea to prototype

4. First
setting the scene

5. Field Service Engineer
Se1ng the scene

8. Cleanroom
Engineer's working environment

9. The Company
Se1ng the scene

10. scoping
Understand

11. A day in a life
Daily ac=vi=es with informa=on need

12. Observe
360° research

13. Understand current situaHon
What is good – what can be improved

14. Point of view
synthesis

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

16. Meet Chip
Field Service Engineer Persona

17. Ideatesolutions
choose

18. Ideate
Brainstorming and sketching

20. Prototype
validate and test

21. Maintenance Manager
Entry point for Field Service Engineers

22. Maintenance Manager
Integra=on of SAP and non SAP func=onality

23. Time WriHng applicaHon
User Experience design

27. Implement

28. ImplementaHon
Con=nuously tune development versus design

30. Epilogue
what was Twan doing here?

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

32. Contact informaHon
Thank you!
• Ciber
– Principal Technology Officer SAP
– Scrum master / coach SAP projects (2009)
– SAP NetWeaver soluHon 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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