SAP Fiori · UX Design Thinking · Customer Service
Healthcare and Life Sciences SAP ECC SAP Fiori SAP Screen Personas
A Healthcare Distributor Defines Its SAP Customer Service UX Through Design Thinking
A large healthcare distribution company Delivered 2020
Mindset ran a Design Thinking engagement that gave a large healthcare distributor a clear articulation of its business problem, a technology recommendation, and a high-fidelity Fiori prototype ready for implementation, all before any code was written.
By the numbers
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2 milestones
Workshop and high-fidelity prototype delivered on schedule
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Jan–Apr 2020
Full Design Thinking cycle completed in under four months
Before
Unclear problem, undefined solution technology
- Customer-service case management in SAP was a known pain point, but the real business problem had not been articulated.
- No end-user research had been done to understand actual workflow challenges.
- Technology direction, Fiori vs. Screen Personas, was undecided.
After
Validated problem, prototype ready to build
- Business problem clearly articulated with end-user empathy from direct observation and a facilitated workshop.
- Technology recommendation made and a low-res prototype tested before any high-fidelity investment.
- High-fidelity Fiori prototype and user-story backlog delivered, ready for implementation.
Why this matters
Getting the problem right before writing any code. This healthcare distributor used Design Thinking to define its SAP customer service UX challenge, choose the right technology, and produce an implementation-ready prototype, all in a single fixed-fee engagement.
The challenge
This large healthcare distribution company wanted to improve the user experience for customer-service case management inside SAP. The process started with a sales order, and the team needed to understand what the real business problem was before deciding what to build.
There was also an open technology question: Fiori, SAP Screen Personas, or a combination? The company needed an answer grounded in end-user research, not assumptions.
What we did
Mindset ran a fixed-fee UX Design Thinking engagement. The process started with direct observation of end users, followed by a facilitated Design Thinking workshop that brought together end users, business representatives, and IT stakeholders.
From that foundation, Mindset produced a clear articulation of the business problem with genuine end-user empathy, a position on the solution technology, and a low-resolution prototype to test the concept quickly. That was followed by a single high-fidelity Fiori prototype, built with up to two rounds of revision after review calls, and a user-story backlog detailing the solution in enough detail for a development team to act on.
The outcomes
The engagement ran from January through April 2020 and delivered on both milestones: the Design Thinking workshop and the high-fidelity prototype plus user-story backlog.
The team walked away with a validated problem definition, a technology recommendation, and an implementation-ready Fiori prototype, giving their development team a clear brief and reducing the risk of building the wrong thing.
If we built this today
Concept · not delivered scopeService cases that draft their own next move.
This is a forward-looking concept, not the scope we delivered on this engagement. It is the build we would reach for now, grounded in SAP that ships today.
This engagement started with one hard question for a healthcare distributor: when a sales order kicks off a customer-service case, how should the agent actually work it inside SAP?
The data product
Customer Intelligence
Pulls order, service, and account signals into one grounded view so the agent and the Joule agent reason over the same customer picture instead of stitching it from memory. It keeps the case context honest across the order-to-service handoff.
Intelligent Application on SAP Business Data Cloud
The Joule agent
Delivery Block Resolution
Reads the sales order, its delivery and credit blocks, open service notes, and customer history the moment a case opens, then drafts the next action with the reason and the supporting context. The agent reviews and confirms instead of hunting across screens.
SAP S/4HANA Sales, SAP S/4HANA Service, SAP Customer Service (CS) · PROPOSE · Average case handling time and first-contact resolution rate
The Fiori app
Manage Sales Orders / Sales Order Fulfillment
The standard S/4HANA order app now carries Joule in the launchpad, so an agent can ask why an order is blocked and get the resolution path without leaving the case. It is the out-of-the-box home for the order-to-case work this prototype was sketching by hand.
Embedded in the Fiori launchpad
We would still mine the real order-to-case flow in SAP Signavio first, map the surrounding apps and integrations in SAP LeanIX, and let MIND accelerators carry the design-thinking prototype and user-story backlog from the old build into the new one.
What we built
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Real user behavior and pain points documented before any design work
End-user observation and research
Direct observation of customer-service end users in their real workflow, providing the empathy foundation for all design decisions.
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Alignment across end users, business, and IT on the real problem
Design Thinking workshop
A facilitated workshop with end users, business representatives, and IT stakeholders, producing a clear articulation of the business problem.
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Concept validated before high-fidelity investment
Low-resolution prototype
A quick, low-res prototype to test the core concept and validate the solution direction before committing to high-fidelity work.
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Informed build decision, not a guess
Technology recommendation
A reasoned position on the right solution technology, evaluating SAP Fiori and SAP Screen Personas against the documented requirements.
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Implementation-ready prototype delivered
High-fidelity Fiori prototype
A single high-resolution Fiori prototype suitable for direct implementation, refined through up to two rounds of review.
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Development-ready brief handed over at engagement close
User-story backlog
A detailed backlog describing the solution in enough specificity for a development team to begin building immediately.