UX Design Thinking · SAP Fiori
How a network infrastructure provider got 93% user adoption on a single sales rep dashboard
A Network Infrastructure Provider Delivered 2021
Mindset ran a Design Thinking engagement and built a single Fiori dashboard for sales reps to manage orders, quotes, blocks, and EDI transactions. User adoption reached 93%.
By the numbers
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93%
User adoption rate at rollout
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1 dashboard
Replaced multiple fragmented screens
Before
Fragmented data across multiple systems
- Sales reps toggled between separate tools to piece together order, quote, block, and EDI data for any account.
- No single view meant slow, error-prone workflows and inconsistent customer experiences.
- No structured method for diagnosing or improving the user experience.
After
One Fiori dashboard, 93% adoption
- A single Fiori dashboard showing order exceptions, quotes, order blocks, and EDI transactions in one place.
- At-a-glance process overview with search and filter, rated easier to use than ordering from Amazon.
- Design Thinking practice embedded, Fiori training delivered, and App Analyzer active for ongoing discovery.
Built on
- SAP Fiori
- UX Design Thinking
- Mindset App Analyzer
Why this matters
A Design Thinking engagement that proved the method: understand what people actually need, build the right thing once, and hit 93% adoption. The Fiori dashboard replaced a patchwork of screens with one clean view.
The challenge
Sales representatives at this large network infrastructure manufacturer were working with fragmented customer data spread across multiple systems. To get a full picture of any account, they had to toggle between screens, dig through separate tools, and pull together information that should have been in one place.
The result was slow, error-prone, and frustrating. Reps had no single view of order exceptions, open quotes, order blocks, or EDI transactions. Customers felt the friction too. The company knew a better experience was possible if they could fix the underlying workflow.
What we did
Mindset led a UX Design Thinking engagement to understand what sales reps actually needed, then designed and built a single online dashboard on SAP Fiori.
The dashboard gave reps an at-a-glance overview of every relevant process, with search and filter so they could find any piece of information quickly. Order exceptions, quotes, order blocks, and EDI transactions all landed in one place.
A follow-on engagement extended the formal workshop approach with the Sales and Customer Experience team, sponsored by the VP of IT. Mindset also delivered Fiori training to help the company get more value from its broader Fiori investment, and the client subscribed to Mindset's App Analyzer to track available out-of-the-box Fiori apps.
The outcomes
User adoption reached 93%. People who tested the new dashboard said it was clearer than what they had before and easier to use than ordering from Amazon. Multiple team members noted they could see everything they needed from a single screen, instead of managing several windows at once.
The structured Design Thinking process gave the organization a repeatable method for tackling similar UX problems. The follow-on Fiori training and App Analyzer subscription extended the value of the engagement beyond the initial build.
If we built this today
Concept · not delivered scopeOne account view, now agent-run.
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.
Reps were toggling across systems just to see an account's order exceptions, quotes, blocks, and EDI, so we'd build that same single view as a Joule workspace that watches those exceptions and proposes the next move.
The Joule agent
Delivery Block Resolution
Reads open sales orders, credit and delivery blocks, quote status, and EDI exceptions for the rep's accounts, then proposes the fix or the next action with the reason attached. It surfaces what needs attention first so the rep isn't hunting across screens.
SAP S/4HANA Sales, SAP Fiori · PROPOSE · Order exception resolution time and rep adoption
The Fiori app
Sales Order Fulfillment (Monitor)
The Manage Sales Orders and Sales Order Fulfillment apps already roll up blocks, incompletion, and fulfillment issues into one work list, and Joule rides along to explain an exception and draft the resolution. It's close to the dashboard we built, now sitting in the standard launchpad.
Embedded in the Fiori launchpad
The data product
Customer Intelligence
Grounds the agent in a 360 view of the account by joining orders, quotes, blocks, and EDI activity with the customer master so the rep sees one consistent picture. It feeds the agent the meaning behind each exception, not just the row.
Intelligent Application on SAP Business Data Cloud
We'd mine the real order-to-cash exception flow in SAP Signavio first, map the system sprawl behind that fragmented view in SAP LeanIX, and let our MIND accelerators carry the dashboard logic from the old Fiori build into the new agent-grounded one.
What we built
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Fiori sales rep dashboard
A single online dashboard for managing order exceptions, quotes, order blocks, and EDI transactions, with search and filter for quick access to any data point.
93% user adoption at rollout
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UX Design Thinking engagement
A structured Design Thinking workshop that surfaced the real workflow problems and shaped the dashboard requirements before any build work began.
Validated design with end users before development
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CSR Design Thinking workshop
A follow-on formal workshop with the Sales and Customer Experience team, sponsored by the VP of IT, extending the Design Thinking method to a broader set of customer service workflows.
Second engagement with a new sponsor team
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Fiori training
Training delivered to the client's SAP team to build internal confidence and extend the value of their existing Fiori investment.
Internal team capability built post-project
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App Analyzer subscription
Mindset's App Analyzer tooling activated to track available out-of-the-box Fiori apps, giving the client ongoing visibility into what is available without custom builds.
Ongoing discovery of net-new Fiori app inventory
A look at the work
