Collaborating Across Teams to Integrate SAP Companion ⸺

UX

User Testing

2022

6 months

Problem Statement: Citizen Developers, who rely on SAP Build Process Automation to streamline their workflows, often struggle to find timely and accurate information on features and processes. This lack of easily accessible guidance hinders productivity, increases the learning curve, and leads to user frustration. From a business perspective, these challenges reduce user adoption and satisfaction, impacting retention and limiting the platform's scalability.

Business Needs: The goal was to reduce support costs and enhance user self-sufficiency by streamlining the help experience, making content more accessible and aligned with product strategy, while ensuring a consistent, intuitive support system that empowers users and lowers ticket volumes.

My Role: As UX designer, I worked with developers, product managers, and SAP Companion experts to design an intuitive in-app help hub, simplifying access to information and support diverse user workflows.

Discovery Phase ⸺

Levaraging SAP Companion: To streamline in-app guidance, we identified SAP Companion, an embedded application offering in-context help, as the optimal solution. I led cross-team meetings with project managers and developers to align on integration requirements and ensure seamless adoption.

Evaluating Current Solutions: Through collaborative workshops, we assessed the strengths and limitations of existing help options, identifying gaps that SAP Companion would address to improve usability and user satisfaction.

Figuring it Out ⸺

Problem Shaping Workshop: During an internal quality sprint, we collaborated with key stakeholders to map problems, cluster findings, and create user journeys. This process identified overlapping and missing solutions, providing a clear direction for the next steps.

User Journey: The analysis highlighted opportunities to reduce redundant help offerings and centralize support within SAP Companion. By refining user flows and aligning solutions, we developed a focused strategy for integrating SAP Companion as the primary help feature.

Evaluative Study and Handover ⸺

User Testing: Internal testing with subject matter experts validated the feature’s effectiveness, with all participants successfully completing tasks. Post-task feedback highlighted the value of the guidance functionalities and identified improvement areas, which were shared with the SAP Companion UX team to refine the experience further.

Handover: With testing insights and iterative modifications, we successfully implemented the SAP Companion. SAP Companion is now being populated with fresh content by the User Assistance team, with continuous delivery of release notes and help content.

Credits

Initial explorations in collaboration with: Jonas Placzek and Jaroslav Bauer
Disclaimer: All images shown use mock data.

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