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How to Measure the Value
of UX Design in Enterprise IT
Projects
Heike van Geel
Design & Co-Innovation Center, SAP
@heikevangeel

2. Public
2
• The Challenge
• The Audience
• The Learnings
• The Good News
• The Opportunity for UX Design

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Demand for
User Experience Design
keeps growing…

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… still we need to convince what the
value of UX Design means...

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… and take it as an opportunity.

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Good User Experience design
enables users to do more and to
do it better.
The opportunity

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It focuses on the user needs
and their way of working.
The opportunity

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It enables users to get the job done.
If you don’t even have to think about it
- that is great User Experience Design!
The opportunity

9. Public
CEO CIO Business Employees
What do they want today?
The audience
Reduce
costs!
Happy
users!
Get the
job done!
More
Revenue!

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Gain
productivity
Increase
user adoption
Save
training costs
Reduce
change
requests
UX Design brings monetary value.
The good news

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Gain
productivity
Increase
user adoption
Save
training costs
Reduce
change
requests
UX Design brings monetary value.
The good news
20% – 50% 30% – 80% 20% – 70% 20% – 70%

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Increase
user satisfaction
Increase
customer loyalty
Increase
solution
adoption
Strengthen
relationship
between IT and
Business
But also human value.
The good news

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the Benefit of Employee Loyalty
The good news

14. Public
the Benefit of Employee Loyalty
is Priceless
The good news

15. Public
How to measure the value of
User Experience Design
The learnings

16. Public
Discuss and set KPIs before you
start an User Experience Design
project.
Value of UX is measureable.
The learnings

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UX Value
Calculator
experience.sap.com/designservices
We can measure it!
The good news

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Start with small project to show success
BEFORE AFTER
SAP Screen Personas – Shell
Screens
reduced
from
7 to 3
43%
less
clicks
The learnings

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there are
more challenges.

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We’ll never have enough designers!
The challenge
1
1000
Average
IT Organization
1
in 100
Software
Vendors
1
in 10
Consumer
Experience

21. Public
We’ll never have enough designers!
The challenge
1
1000
Average
IT Organization
1
in 10
Consumer
Experience
millions of
designers needed

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Design
requires
skills and
mindset.
Design
Management
Visual
Design
Design
Thinking
User
research
Interaction
design
The learnings

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Design is a process.
Scope
360° Research
Synthesize
Ideate
Prototype
Validate
Implement Deploy
Test
DesignDiscover Deliver
The learnings

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It needs a space.
The learnings

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26

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Winning the
“Experience
Design
Strategy”
award
The learnings

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People Process Space
Create a culture of innovation.
The learnings

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We need the right mix!
People
(desirability)
Business
(viability)
Technology
(feasibility)
Innovation
Opportunity
The learnings
powered by Design Thinking

29. Public
What do they want now?
The audience
CEO CIO Business Employees

30. Public
What do they want now?
The audience
Be the
innovator
Beat the
competi
tion
Enjoy
working
Lead the
market!
CEO CIO Business Employees

31. Public
The opportunity
Short term
Improve
the user
experience
Long term
Innovate
through
design
FutureNow

32. Public
Design
produces
results!
3
design
awards
Medical
Research Insights
(NCT Heidelberg)
https://experience.sap.com/designservices/wor
k/simplifying-nct-patient-data-to-save-lives
Design
+
SAP HANA
=
Innovation
The opportunity

33. Public
CEO CIO Business
The future
I’ll be the
Chief
Innovation
Officer!
We are
more
successful
I enjoy
working
We are
generating
value!
Employees

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Summary
The learnings

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The learnings
Show the
value of UX design

36. Public
The learnings
Adapt the message
for your audience

37. Public
The learnings
Start with
small projects

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The learnings
Let people
experience design

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The learnings
Create a
culture of innovation

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Design transforms
the industry.
The opportunity

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Thank you
experience.sap.com/designservices
Heike van Geel
Design & Co-Innovation Center
SAP SE
@heikevangeel