Back in January I wrote a blog titled Design and SAP and I mentioned how we have found that we can reduce SAP process times by up to 95% by using good User Experience Design (i.e. UX). This week we have published our Case Study on the work that my Capgemini UIsmart team have performed with Anglian Water. I truly believe that this project has been the widest use of UX in any SAP project, as it was across over 120 processes in a contact centre, delivering real business benefits.
At the heart of it was using User Centred Design to design the system around the users, rather than the traditional method of business process consultants dictating the process. This design method, in conjunction with UX, functional and technical experts, engaged with the business from day one of the project, which led to the users being truly bought into the vision of the 1Customer Project.
I mentioned earlier that it brought real business benefits. First of all the tangible business benefits:
· Large amount of cost savings
· Average Call Handling Time reduced by 78 seconds (there are 2.8 million calls a year)
· Training times reduced from 2 weeks to 2 days
However there are also many other non-tangible benefits:
· Users truly love the system, party through the design, but also through the fact that they have been engaged with throughout the project
· Improved customer service, with all the customer information they need, is available and easy to find, unlike the previous SAP screens.
· Improved employee retention. With an easy to use system, the users find their job easier and know that they have a system designed around them.
· Woken up the business to the fact that SAP can be easy to use and have a good user experience.
The team who have delivered this, from both Capgemini and Anglian Water, across three countries (UK, India and Sri Lanka) are quite rightly proud of what they have done. There is also not a single Fiori screen in sight (although it is using exactly the same technology, UI5 and Gateway), as that would not have delivered the business benefits. That topic is for another blog though.
The screen above shows 1Customer. Examples of great UX Design include the top part of the screen, which contains all the core information the contact centre agent requires to help a customer. This alone has really helped the agents, as they would previously had to go into approximately 20 different SAP screens to get that information. It also provides alerts about any current work or complaints that customer has, which allows the agent to have a good idea what customers are phoning up about. To me as a customer, this is really important, as I find it really frustrating when I phone up a contact centre and have to go through the whole story again. This stops that and improves customer service by showing the agent any recent contact you’ve had.
Following on from this project, we have built a methodology to help you build a business case to use UX to help reduce your processing times in SAP and non-SAP systems.
If you would like to know a bit more about what we do as Capgemini UIsmart, it is here: http://www.uk.capgemini.com/uismart
If you would like to read the case study, it is here: https://www.uk.capgemini.com/resource-file-access/resource/pdf/18804-15-anglian_water_success_story_07_july_web_final.pdf
The YouTube Video about the project, it’s benefits and what the users think about it is here: https://youtu.be/y7w81G5uOh8
Please do contact me if you would like to know more.