The goal of the project was to integrate SAP products with third-party business messenger apps.
To design the integration of existing SAP features with an enterprise messenger app, I went through a full cycle, from deciding use cases to designing the integration.
Project Overview
Showcased as a Successful Use Case
In an internal conference
Role
Collaboration
Duration
HighLight
UX Designer
Product Manager, Engineers, Senior Designer, Partner Company Top Executives
Given that Kakao Work was developing a chatbot platform, the integration UI should be a chatbot.
Only Sending Notifications are available
Because of technical issues, the chatbot could only send notifications.
Prioritize the opportunity area
SAP decided not to develop additional APIs for the project; the available APIs were limited to those that had already been developed.
Which use cases add the most value?
There are numerous candidates we can consider for integration with the messenger. We have decided to conduct a workshop with stakeholders to determine the top three use cases
Filtere top use cases
Prioritize 3 Top Use Cases
Roadmap planning
I was tasked with implementing corrective maintenance integration that support communication for factory maintenance.
What maintenance communication jobs to be done do our users have?
What problems do our users they have?
Who are our users and what’s their goals?
What is not ideal now?
Maintenance Technicians
Responsible for implementing maintenance when requested by maintenance managers.
Maintenance Managers
Responsible for planning maintenance and communicating with technicians for its implementation.
Engineers
Responsible for reporting maintenance issues to the maintenance managers.
What are the maintenance communication jobs to be done do our users have?
What problems do our users have?
As we didn't have enough time to recruit users, I quickly reached out to the solution expert to understand the problems.
* Maintenance Request Paper
The main issue was inefficient and inaccurate communication among maintenance technicians, managers, and engineers who relied on paper for their plans, working asynchronously until technicians reported results at the office
Reframed Challenge
How can we streamline communication and coordination among engineers, maintenance managers, and technicians, from reporting maintenance issues to tracking maintenance status?
SAP Maintenance Chatbot · Design · SAP Maintenance Chatbot · Design · SAP Maintenance Chatbot · Design · SAP Maintenance Chatbot · Design · SAP Maintenance Chatbot · Design ·
Following discussions with the senior designer and product manager, we decided to focus on five major Jobs to be Done (JTBDs) for the integration.
01
Maintenance Request
02
Order Notification
03
Daily Order Notification
04
Start Work
05
End Work
Together with the senior designer, we uncovered issues we need to focus. Through a highly iterative process, I refined the design.
What is the seamless integration model?
How can maintenance technicians easily check their tasks?
How can we inform the maintenance technician to prepare for the work?
Iteration 1
What is the seamless integration model?
As we didn't have enough time to recruit users, I quickly reached out to the solution expert to understand the problems
Initial Integration Model
Since maintenance managers work in the office and deal with complex tasks, they require a desktop program to manage their responsibilities instead of mobile apps.
Final Integration Model
Redesign the user flow that seamlessly connects the desktop experience with the chatbot experience.
Iteration 2
How can maintenance technicians easily check their tasks?
I proposed two options for the task list for the maintenance technicians.
Option 1:Llist View
Option 1: Calendar View
We decided to implement a calendar pattern since the technicians occasionally check not only today's and tomorrow's task lists but also the task list for the next week.
Iteration 3
How can we inform the maintenance technician to prepare for the work?
I initially proposed the data that maintenance technicians need to implement tasks.
Before Iteration
The technicians require information such as item, time, and location to carry out tasks, and additional details are needed when implementing maintenance.
After Iteration
I included only the essential information so that technicians can quickly check their tasks at a glance.
SAP Maintenance Chatbot · Deliver · SAP Maintenance Chatbot · Deliver · SAP Maintenance Chatbot · Deliver · SAP Maintenance Chatbot · Deliver · SAP Maintenance Chatbot · Deliver ·
After the iteration, we communicated with the stakeholders to assess feasibility and viability.
Iteration 4
Photo-taking was not available in the current development stage of Kakao Work.
Before: With Photo Taking Feature
After: Photo Taking Feature was Moved to Wave 2
I removed the feature and assigned it to Wave 2
Iteration 5
The calendar view was not available for the developer team to meet the deadline.
Before: Calendar View
After: List View
I changed the calendar view back to the list view and added the View More button
Impact
Presented as a successful use case in the internal conference
Key Takeaways
Collaboration skills to make design decisions
Communicating with developers and client teams via workshop enabled me to understand their requirements and apply them to design throughout the project.
Landing on the project with secondary research
To land on the project, I first needed to understand corrective maintenance which was an unfamiliar concept to me. I talked to PM about my challenge and I was able to find the best way to learn about the product by talking to the solution expert
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