You Can’t Manage What You Don’t Measure. This old management adage is still valid today, even in managing the User Experience for SAP applications.
Organizations have invested tens, if not hundreds of millions of euros in their enterprise software operations, yet often have limited understanding of the ongoing cost, and how to track value. More importantly, organizations can’t easily discern how much user adoption – or lack thereof – directly impacts their business. Many organizations struggle to answer these questions about their enterprise software investment:
- Which applications are being used efficiently?
- Am I losing money due to productivity loss?
- Why are there so many unhappy users?
- How can I increase adoption?
- When will I see the ROI expected from my enterprise investment?
It’s no longer a secret that lack of focus on user adoption and organizational change management are key challenges in most ERP deployments. Successful ERP implementations require analytics from various business functions to keep projects on track and tied to actual performance based on real data.
The Five User Experience Questions
User Experience Management (UEM) provides visibility to drive adoption and optimize your workforce. UEM offers insight on how employees interact with enterprise software applications, helps measure impact on day-to-day operations and ultimately, increases adoption to realize efficiencies and save money.
By understanding the “Five Ws” of UEM – Who, What, Where, Why and When – organizations can identify complexities of key business functions, and deliver a roadmap to enable users to be more productive, responsive and engaged. Every organization wants to achieve the holy grail of aligning people, processes and technology with strategic business initiatives. How do you enable your organization to create an engaged workforce and realize the monetary benefits derived from enriching the user experience? The answer is not as elusive as you might think.
The “WHO?” question and the lack of focus on a company’s most strategic asset: human capital
CIOs, CFOs and ERP project managers are realizing that they are ultimately responsible for the success or failure of their enterprise software implementations. While focusing on the systems and services necessary to support a global enterprise, there is traditionally
a lack of focus on a company’s most strategic asset: human capital.
Changes brought about by new processes often require training, different workflows, and interaction with geographically-dispersed departments. This lack of focus on users can contribute to disengaged or inefficient personnel, and more importantly impact the bottom-line. And yet, tools and techniques to assist users are generally under-represented in an organization’s enterprise software budget.
Despite the high level of investment in people and technology, organizations generally focus on user performance after a deployment. UEM closes this visibility gap, and helps identify which employees, departments and locations are in need of help. It identifies opportunities for improvement, based on actionable data, ultimately fostering team collaboration, increasing morale, improving productivity and delivering significant return on investment (ROI).