Making Fiori A Habit
By Daniel Flesher
The idea that we want to create a habit for Fiori is not quite the same as a commercial app. We are not looking to drive revenue up, get people to go from free to paid subscription, etc., but we are trying to get users to complete their workflows in a timely, efficient manner. We want to reduce data errors or calls to help desk. We want users to be engaged by their SAP experience such that they frequently return to the Fiori Launchpad.
Recently, I have been reading a book called “Hooked” by Nir Eyal, a Stanford MBA graduate who now writes for Forbes, TechCrunch, and others, discussing his experience with creating habit-forming products. The idea is successful products, and in this context, websites and mobile applications, are habits for their users. People habitually use mobile apps and websites to check social feeds, track workouts, play massively-multiplayer online games, and interact with communities where people can ask and respond to other users’ questions. Now, this all makes sense in regards to commercial applications like Facebook and Pinterest, but how can we apply similar principles to SAP UX projects to make things like the Fiori Launchpad a “habit” for our users.
My first thought is when defining our UX strategy is that we focus on specific user groups. If a certain group uses only a handful of transactions, it may not be a lot of effort to create a few Fiori apps or Personas screens accessible from the Launchpad. Now, the Fiori Launchpad is the single interfaces required for SAP, and users won’t have to split time between various interfaces. For example, if I am already in the GUI for one transaction, I may be more likely to just complete my next task in GUI, even if there is a simple, elegant Fiori app waiting for me in my Launchpad. By making the Launchpad our user’s one-stop-shop, we can drive their traffic solely through our new solution.
The next way to help your organization’s Fiori implementation to become a “habit” for your users is to utilize the Fiori client. In order for a product to create a habit in its users, there needs to be sufficient triggers, driving users into the product. An app tile is what Nir Eyal calls an “owned trigger”. This means that the trigger “consumes a piece of real estate in the user’s environment”, in this case an app tile on a user’s mobile phone or tablet. Having the Fiori client present on a user’s device provides a simple, one-tap method for users to enter the Fiori Launchpad. This is a much more present trigger than requiring users go to their mobile browser, select their bookmarks, and select the Fiori Launchpad. Being constantly present on the user’s mobile device, we may also be able to drive more consistent traffic to our Launchpad. Users may begin to absentmindedly check their Fiori Launchpad for new workflow items, prompting them to take action more quickly.
With all of this habit forming behavior in mind, I would like to propose a new feature for the Fiori client. To introduce it, let’s start with the following image:
Figure 1 source Business Insider
I am the person on the left. I can’t even stand to see someone else’s phone with an email count like we can see on the right. For me, I need my inbox to always read 0. Just something like a simple document count on an app badge drives me to take action. Fiori currently has the concept of a dynamic tile which provides a count of available workflow items in a given app, but you must already be in the Fiori Launchpad to see it.
Figure 2 source SAP
This is great because I don’t have to click into My Inbox to see that I have 27 pending items. However, I do have to be in the Launchpad to see that information. A better trigger, similar to the email app, would be to have a count on the Fiori client app itself, as shown below.
Figure 3: Courtesy of Photoshop genius Jesus Alvidrez
This would make for a stronger trigger, as users would know just be looking at the home screen of their mobile device how many documents are waiting for them. For people like me, always seeking inbox 0, this would be a strong motivator to log into Fiori and take action.
Overall, it can be tough applying some of the same strategies utilized for commercial applications to our SAP enterprise apps. Still, with a little creative thinking, we can retool some of the same pieces of advice, and apply them to create a better user experience for our enterprise customers. While we aren’t creating habit forming products in the way that Facebook and Twitter are constantly trying to get users to come back to the site time and time again, we still want our users to get excellent products, and for them to see things like the Fiori Launchpad as their jumping off point for all things SAP, otherwise our investment in new user technologies has been a waste. By taking lessons learned from successful commercial apps, we can ensure that our customers get that same great experience using the apps we create for them to complete their everyday tasks, and come back to the Launchpad time and time again.
If you have any ideas on making Fiori a habit, I would love to hear from you. I am always available at firstname.lastname@example.org, and on LinkedIn.