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SAP CONCUR

SAP Concur provides its customers with visibility into and control over business expenses. It helps business travelers adhere to company policy guidelines as they book their trips, simplifies expense reporting, and helps them stay safe.

As a Senior UX Designer at SAP Concur, I am responsible for continuous improvement of the Request and Travel Booking tools, and their integration into Concur ecosystem. My projects span both Web and Mobile platforms, and are unified by the drive to deliver great UX amidst complex business and technical challenges. I work as part of larger team of researchers, product owners, project managers, developers, and other designers to deliver effective solutions to our customers and business travelers alike.

Redesigning Travel Search Results

the challenge

The updates to the Online Travel Booking experience were inspired by customer and user feedback, research studies, market trends, and our love of simple and efficient interfaces. Our goal was to enhance usability, efficiency, and accessibility of travel search results in order to increase user satisfaction, transaction numbers, and therefore revenue generated by the product.

the process

In order to develop a deep understanding of our challenge, we…

  • Performed heuristic evaluation of existing design

  • Worked with Research to

    • gather customer feedback

    • run baseline usability tests

    • learn from ethnographic studies

  • Partnered with product owners and developers to

    • gather business needs

    • understand technical limitations

Armed with this knowledge, we were able to clearly articulate…

  • Who our audiences are

  • The pain points our users struggle with

  • Our goals and vision

  • Our design principles

  • The scope of the project

Now it was time to explore design solutions. Days were filled with exploring…

  • Information and Interaction Design of top-level results

  • Information Design of the next-level details

  • Iconography refinement - simplifying complex concepts

Next, we prototyped our ideas by creating…

  • Wireframes of our most viable design alternatives

  • Dynamic Axure Prototypes

Then, we partnered with Research to test our designs in our Usability Lab. After iterating based on our learnings, we…

  • Worked as an integral part of an Agile development team to implement the design

  • Iterated based on technical and time limitations

  • Continued to support the team even after launch

the outcome

Post-launch feedback has been very positive, showing that we met our goals of making the experience more usable, efficient, and accessible. The quantitative analysis showed a double-digit increase in productivity within the first two month, and NPS scores got a bump as well.


Request Product Redesign

INTRODUCTION

To control spend before it happens, many companies choose to implement SAP Concur Request product as part of their spend management suite. This allows them to pre-approve travel and other types of business expenses by having their employees create a request and add various expense details ahead of the trip.

THE CHALLENGE

The goal was to deliver an improved user experience for the Request tool through simpler Information Architecture and UI, improve cross-product design consistency , and smooth out integration with Travel, Expense, and Invoice products. 

the process

To gain in-depth understanding of the existing product, its users, and their pain points, we…

  • Partnered with Research to conduct baseline usability tests

  • Performed heuristic evaluations

  • Story-mapped

  • Created user journeys

  • Interviewed subject matter experts

  • Mined customer 'solution suggestions'

  • Discussed technical constraints with Development

Armed with this knowledge, we were able to…

  • Clearly define our audience (which personas to focus on)

  • Formulate pain points

  • Set goals and vision

  • Define core tasks and user flows

  • Set scope

Next, we delved deep into design by…

  • Exploring information architecture alternatives

  • Exploring interaction models

  • Shooting for 10x improvements

  • Working around service and code base limitations

  • Integrating with other products (and helping partner teams, ex. Travel Allowance)

Then, we created prototypes by…

  • Wireframing user flows

  • Creating dynamic prototypes in Axure

And validated our ideas with our users by…

  • Usability testing interaction and information design alternatives

  • Testing alternatives to understand diverse geographical and cultural behaviors

Implementation of the final design was done by…

  • Working with the Agile development team in Paris

  • Iterating based on technical and time limitations

  • Continuing to support the team as it builds new features

Outcome

This product is nearing completion of feature parity, which will allow thousands of our current customers to switch to the new design. We expect the roll out of that scale to improve the lives of millions of users, but also expose opportunities for improvement.