My Role
UX Engineer
Tool
Figma, Jira, Confluence, Mural, AE
Device & Systems
Web & Mobile; iOS & Android
Background
SAP is the leading ERP software provider, helping businesses of all sizes streamline B2B operations.
SAP for Me is a B2B SaaS platform serving 30,000+ SAP enterprise users for cloud product management and after-sales services
Design Goals
Transform complex, data-heavy dashboards into intuitive experiences, improving efficiency and satisfaction in both product management and after-sales support.
Case Study Overview
In this project, I will share my five case studies:
Improved search efficiency despite technical limitations
Reduced mobile cognitive load through tailored onboarding
Simplified after-sales workflows, increasing success rates, and user satisfaction
Shaped an AI Assistant with Ethical, Brand-Aligned Design
Built a unified design system to ensure cross-platform consistency
Agile UX Overview
In the SAP for Me project, I worked under the SAFe Agile framework, participating in and supporting five cross-functional Scrum teams. As a core UX designer, I led end-to-end processes—from user research and prototyping to development handoff—ensuring efficient delivery and optimized experiences for a complex B2B SaaS platform.
Key Contributions:
Delivered dev-ready hi-fi prototypes covering full flows and edge cases.
Proposed multiple design directions to accelerate feature delivery cycles and improve overall development efficiency.
Ensured cross-platform design and experience consistency between Web and Mobile.
Proactively conducted workshops and meetings to drive continuous stakeholder alignment.
Collaborated closely with QA to enable fast iteration and ensure quality assurance.
Aligned with Fiori guidelines and the UI5 component library; for smaller features requiring quick iteration without extensive research, selected components through scenario analysis and UX methodology (considering both mobile and web contexts).
Under the SAFe Agile process, each year included 4 Program Increments (PIs), one per quarter. Below is an example of my collaboration with Scrum teams and deliverables within a single PI.
SAFe Agile UX Workflow
Team Org
I co-led end-to-end UX/UI design (web and mobile), collaborating across all five Scrum teams (60+ members).
There are around 60 team members at my location, divided into 5 Scrum teams. Each team consists of:
1 Product Owner
1 Scrum Master
1 Quality Tester
4–6 Developers
Improved search efficiency
Problem
Due to technical limitations, the searching function could not provide effective matching, making it difficult for users to quickly find what they needed.
Process:
Proactively aligned with the Search team to clarify technical constraints and optimization levers.
Decomposed the journey into “pre-search → in-search → post-search” to mirror user mental models.
Ran competitive analysis, rapidly iterated lo-fi wireframes, and facilitated cross-functional brainstorms & critiques — not as linear steps, but as an iterative cycle.
Impact
Significantly reduced the time from entering a keyword to reaching the target page
Improved search relevance and overall user satisfaction
The design cannot be shown at this time due to NDA restrictions. For more details, please feel free to reach out to me on LinkedIn.
Reduced mobile cognitive load
Problem
Design and content differences between S4M’s mobile and web platforms caused user confusion, highlighting the need for a tailored mobile onboarding flow.
Process
Research Phase
Desktop Scenario:
Used for long, data-intensive work sessions, requiring a comprehensive and detailed information display.
Mobile Scenario: Focused on quick access to key information and tasks, with emphasis on:
Recent activities
Upcoming tasks within the next week
Lightweight learning during fragmented time → reducing the overall learning curve
Research Phase
Iterated from static low-fidelity to mid-fidelity prototypes, combined with competitive analysis, designer collaboration, and continuous validation through user testing.
After finalizing wireframes, developed motion design: starting with rough black-and-white drafts, then refining through multiple rounds of testing and discussion into polished, fu
Impact
Successfully reduced the learning curve for mobile users, increased mobile feature adoption, and enabled seamless transitions between web and mobile experiences.
Before
After
Simplified after-sales workflows
Problem
SAP users faced a cumbersome and unintuitive after-sales request process for managing cloud products, resulting in low task completion efficiency and user frustration.
Process
From Macro to Micro, from Hypothesis to Validation:
Begin with process analysis to build a holistic perspective, then use heuristic evaluation and team collaboration to identify concrete issues. Cross-team communication is key to success. Next, move into design iteration, and finally validate solutions through A/B testing and quantitative data — rather than relying on subjective judgment.
Impact
The redesigned submission interface became significantly more intuitive:
Submission success rate increased
Average submission time decreased
Overall, after-sales efficiency and user satisfaction improved
The design cannot be shown at this time due to NDA restrictions. For more details, please feel free to reach out to me on LinkedIn.
Shaped an AI Assistant
Goals
Enable SAP for Me to become more intelligent by integrating SAP’s AI copilot, Joule.
Process
Designed a conversational bot that allows users to start interactions quickly, predicts possible next responses, and provides shortcut actions for efficiency.
Embedded AI ethics and regulatory requirements into interaction design to increase transparency and trust. For example, in features such as provisioning time, clear disclaimers were added to set realistic expectations and distinguish AI-generated suggestions from guaranteed commitments. Additionally, when cloud product issues occurred, Joule recommended AI-driven solutions with explicit AI labeling.
Ensured Joule’s design aligns with SAP’s brand identity and UI standards.
Impact
Improved efficiency in cloud product management and support.
Increased user acceptance and trust in AI-powered functions.
Built a unified design system
Ensuring consistency and scalability across platforms, I contributed to both web and mobile design systems:
lessons and challenges
Complex Industry Knowledge: SAP's domain knowledge is deep and complex. When I first joined, I proactively scheduled meetings with POs to quickly ramp up and understand key business concepts.
Cross-Team Collaboration: I collaborated with 5 scrum teams (about 60 people), requiring constant context-switching. I prioritized tasks daily and weekly, improving my time and workload management.
Data-Heavy B2B Product: Presenting large volumes of data effectively was crucial. I focused on identifying the most relevant information for users and selecting the right chart types to match different data needs.