Vortrag von der #LEARNTEC2019 im Vortrag wird das Konzept der Innovation-Adoption vorgestelltundwie diesesbei SAP mit intelligenten Tech-nologien unterstützt wird–sei es durch Performance Support als Teil der Nutzerführung, mit Chatbots aufLern-Plattformen oder mit digitalen Assistenten

1. PUBLIC
Increase Enduser Adoption of Software
DR. BERND WELZ | EVP and Chief Knowledge Officer | @BerndWelz
Learntech | 31. Januar 2019

2. 2PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
The Digital Transformation
changes how we work in the
future and impacts all
employees.

3. 3PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Software is a key-driver of the
transformation
– however it needs to be
adopted!

4. 4PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
How do we achieve fast and high Adoption?
Adoption
Innovators Early
Adopters
Early
Majority
Late
Majority
Laggards
Supporting Factors
• How-To knowledge
• Low complexity
• Trialability
• Clear advantage

5. 5PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
User adoption is the most important factor for realizing value
Source: Achieving Enterprise Software Success, research study by TSIA, Neochange, SandHill.com
6%
7%
16%
72%
Process alignment
Organizational change
Software functionality
Effective user adoptionEffective user adoption

6. 6PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ

7. 7PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
A new paradigm has arrived for user enablement and adoption
• Learning on stock
• Outside the work context
Classical learning Intelligent user assistance
• In the flow of work
• In the moment of need

8. 8PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Intelligent user assistance “in the flow of work”
Get help, learn or use a digital assistant in the flow of work in a unified user experience
Contextual
Help
Digital
Assistant
Learning
New
paradigm
Unified User Experience
In the flow
of work

9. 9PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Contextual help
Explanations of screen elements directly in-app with SAP Web Assistant
Help

10. 10PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Guided Tours
Step-by-step process guidance directly in-app with SAP Web Assistant Digital
Assistant

11. 11PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Embedded Learning
Onboarding and continuous learning with Web Assistant – SAP Enable Now
Standard content can
be edited or enhanced
via SAP Enable Now
Learning

12. 12PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Further example how to drive user adoption
Personal Recommendations in SAP SuccessFactors Learning

13. 13PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
SIMULATION ENGINE PARTICIPANTS
1
Customer and supplier
behavior algorithms 1 Business decisions
2
Simplification of
administrative tasks 2 Business analytics
3 Time acceleration 3
End-to-end process
colalboration
Further example how to drive user adoption
Learn SAP by playing the business simulation inside SAP S/4HANA

14. 14PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Outlook to the future: ChatBots and conversational digital assistants
Learning Advisor on SAP Learning Hub
Chatbot advises learners on the best learning journey
SAP CoPilot
Turn Conversations into Actions with SAP CoPilot
Show me actual vs planned
revenues for Canada.
Okay, here is the revenue
analytics of Canada.
Conversational User
Experience (UX) enabling
natural language interaction
Self Learning system using
machine learning functionality
to gain knowledge
Business Context Awareness
understanding the business
situation

15. 15PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Understand the business value of end-user enablement:
plus 50% greater improvement across KPIs *
Update your Learning Architecture & Learning Culture!
Identify how to apply intelligent user assistance “in the flow of work”
Call to Action
* Source: IDC White Paper, sponsored by SAP, How Much Is Enough? Defining How Much Training Is Required to Achieve Maximum Business Value, August 2018
More Info: www.sap.com/education

16. 16PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Further Info & Links
• SAP Education on SAP.com
• Blog: Learning on-Demand & in the Work-flow with Digital Assistants
• Bob by B. Mosher: Ten Seconds: Performance Support in Two Clicks
• Education NewsCast 013 Performance Support (Podcast)
• #NextLearning Blogparade