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Design	
  Thinking	
  with	
  
Field	
  Service	
  Engineers	
  
	
  
SAP  TechEd,  2013
Prelude

what is Twan doing here?
Prelude

what are we doing here?
First

setting the scene
Field  Service  Engineer
Se#ng  the  scene
Cleanroom
Se#ng  the  scene
The  Company
Se#ng  the  scene
scoping

Understand
A  day  in  a  life
Daily  ac1vi1es  with  informa1on  need
Observe
360° research
Understand  current  situaCon
What  is  good  –  what  can  be  improved
Point of view
synthesis
Personalize

Define  who  you  want  to  support  in  what  way
Meet  Chip
Field  Service  Engineer  Persona
Ideatesolutions
choose
Ideate

Brainstorming  and  sketching
Prototype
validate and test
Maintenance  Manager

Entry  point  for  Field  Service  Engineers
Maintenance  Manager

Integra1on  of  SAP  and  non  SAP  func1onality
Time  WriCng  applicaCon
User  Experience  design
Implement
ImplementaCon?
•  Ask  me  next  year  at  SAP  TechEd  2014  ;-­‐)
Epilogue

what was Twan doing here?
Epilogue
What were Julia and Twan
doing here?
Key  takeaways
• 
• 
• 
• 

Involve  end  users
Involve  SAP
Involve  all  stakeholders
Collaborate  and  Co-­‐create

•  Plus  …  listen  and  discuss  to  really,  really  understand  business  
requirements
Contact  informaCon
Thank  you!

•  Ciber
–  Principal  Technology  Officer  SAP
–  Scrum  master  /  coach  SAP  projects  (2009)
–  SAP  NetWeaver  soluCon  architect  (2007)

•  SAP  related
–  SAP  project  experience  since  1995
–  SAP  Mentor
–  Blogger  on  scn.sap.com

•  Web
–  www.twanvandenbroek.nl
–  nl.linkedin.com/in/tbroek
–  twi_er.com/tbroek

Tw
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